Service Alert

Mazda North American Operations
Irvine, CA 92618-2922

Subject:
Service Alert No.: SA-031/20

CONNECTED VEHICLE SYMPTOM TROUBLESHOOTING

Last Issued: 12/09/2020

BULLETIN NOTES
This service alert supersedes the previously issued service alert listed below. The changes are noted in
Red text.

Previous Service
Alert

Date(s) Issued:

SA-031/20

11/30/20, 11/06/20, 10/28/20, 06/16/20, 06/05/20, 06/01/20, 05/18/20,04/14/2020,
04/02/20,03/11/20 and 02/27/20

APPLICABLE MODEL(S)/VINS
2019-2021 Mazda3
2020-2021 CX-30
2021 CX-5
2021 CX-9

DESCRIPTION
IMPORTANT NOTE: Some 2020 Mazda3 vehicles may have incorrect infotainment software version 10042
installed. The incorrect software will cause MyMazda App Connected Vehicle enrollment errors. Go to
SSPC1.
Some customers may complain about any of the following:




Infotainment Center Display does not provide the Authorization Code during the MyMazda App
Connected Vehicle enrollment (and Software Update Error message on 2020 Mazda3 only).
Remote function(s) inoperative.
 Engine Start / Stop
 Door Lock / Unlock
 Lights ON / OFF

Page 1 of 12
CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

© 2020 Mazda North American Operations, U.S.A.
12/10/2020 4:14 PM tlawrenc

Service Alert No.: SA-031/20

Last Issued: 12/09/2020

Confirm the customer's phone and vehicle have good to strong reception during the concern as shown in
the table below.




If the reception is weak, move the vehicle to a location where the reception is good to strong as
shown in the table, then try to get the Authorization Code and/or operate the remote functions
before proceeding to the Repair Procedure if there is still an issue.
If the reception is good to strong, proceed to the Repair Procedure.

Indication

Explanation
Radio waves are not being received.
Move to a location with good reception.
Weak reception.
Good Receptioin
Strong reception.
Currently conducting an operation check of the communication unit. If this condition
continues, consult an Authorized Mazda Dealer.
1. The Telematics Communication Unit (TCU) is unsubscribed
2. Connected Service contract has ended
3. TCU has not been initialized, go to SA-010/20

Page 2 of 12
CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

© 2020 Mazda North American Operations, U.S.A.
12/10/2020 4:14 PM tlawrenc

Service Alert No.: SA-031/20

Last Issued: 12/09/2020

Remote Engine Start Will Not Function under the following conditions

Item

Condition

1

Vehicle battery voltage low

2

AT shift position except "P"

3

Vehicle speed above 3 mi/h (5 km/h)

4

Brake pedal switch malfunction

5

Engine already started by remote engine start function

6

A registered key is detected in the vehicle

7

Brake pedal switch detects brake application

8

Low fuel warning message

9

Engine starts, then turns OFF due to abnormal high engine rpm detected. (Engine rotation over
3000 rpm continued for more than 0.2[s])

10

No engine rpm detected after sending engine start request. (Engine rotation 0 rpm continued for
more than 0.2[s])

11

When the CAN data signal for engine shut off is present (e.g.: door ajar signal)

12

After 10 second maximum cranking time

13

Burglar alarm status is "Alarm" and "Alarm stand by" (CAUTION - DO NOT enable, see TheftDeterrent System section in SA-013/20)

14

Room fuse blown/missing

15

Connected Vehicle Maintenance Mode enabled (Restricted Transmitting Mode in MDARS)

16

Vehicle is parked (stored) for approximately 1 week or longer or in deep sleep mode.
Drive the vehicle for a few miles to recover.

17

DTC Stored

18

Aftermarket Remote Engine Start accessory installed.
Mazda Remote Engine Start (BCKA-V7-620) accessory installed (No MyMazda app remote
engine start function).

19

Mazda Remote Engine Start (RES) Removala. Remove the Mazda Remote Engine Start (RES)
accessory module.
b. Deactivate and activate Advanced Key(s). Refer to MGSSIMMOBILIZER SYSTEM-RELATED PARTS
PROGRAMMING [(US)]

20

First remote control attempt fails, second attempt works fine.
Go to TSB 16-002/20.
Page 3 of 12

CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

© 2020 Mazda North American Operations, U.S.A.
12/10/2020 4:14 PM tlawrenc

Service Alert No.: SA-031/20

Last Issued: 12/09/2020

Page 4 of 12
CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

© 2020 Mazda North American Operations, U.S.A.
12/10/2020 4:14 PM tlawrenc

Service Alert No.: SA-031/20

Last Issued: 12/09/2020

Remote Engine Start Function Will turn engine OFF under the following conditions

Item

Condition

1

Vehicle door(s) opened

2

Vehicle trunk opened

3

Vehicle hood opened

4

Ignition switch push button "ON" detected

5

Remote engine STOP request

6

Brake pedal switch detects brake application

7

DTC Stored

8

After 15 minute run time limitation

REPAIR PROCEDURE
NOTE:Vehicles stored for long periods may loose GPS clock sychronization. If the vehicle is stored for a
long period, test drive the vehicle to give the GPS clock time to sychronize before enrolling or testing
connected vehicle functions.
1. Verify customer concern.

Customer Complaint

Action

1. Vehicle Center Display does not provide the Authorization Code
during the MyMazda App Connected Vehicle enrollment.
2. Remote function(s) inoperative.
1. Engine Start / Stop
2. Door Lock / Unlock
3. Lights ON / OFF

Go toStep 2.

1. 2019 Mazda3 only
1. The customer is not able to activate Connected Services via
the MyMazda app after CSP06 completion.
2. MAZDA CONNECT connected vehicle reception strength icon
is missing or shows unsubscribed after CSP06 completion.
Go to CSP07 Repair instructions

Page 5 of 12
CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

© 2020 Mazda North American Operations, U.S.A.
12/10/2020 4:14 PM tlawrenc

Service Alert No.: SA-031/20

Last Issued: 12/09/2020

1. 2020 Mazda3 only
1. Infotainment center display does not provide Authorization
Code during the MyMazda App Connected Vehicle
enrollment and infotainment Software Update Error
message.
Go to SSPC1.

First remote control attempt fails, second attempt works fine.
1. Engine Start / Stop
2. Door Lock / Unlock
3. Lights ON / OFF

Go to TSB 16-002/20.

1. Remote Engine Start inoperative due to:
1. Aftermarket Remote Engine Start accessory installed.
2. Mazda Remote Engine Start (BCKA-V7-620) accessory
installed.

1. Remove the aftermarket
accessory.
2. The customer can use either the
Mazda Remote Engine Start
accessory or the MyMazda app
function. Cannot use both.
Mazda Remote Engine Start (RES)
Removala. Remove the Mazda
Remote Engine Start (RES)
accessory module.
b. Deactivate and activate
Advanced Key(s). Refer to
MGSSIMMOBILIZER SYSTEMRELATED PARTS PROGRAMMING
[(US)]

2. Use MDARS to ID the vehicle and check for DTC's stored.
Are DTC(s) stored?



Yes - Go to step 3.

Page 6 of 12
CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

© 2020 Mazda North American Operations, U.S.A.
12/10/2020 4:14 PM tlawrenc

Service Alert No.: SA-031/20



Last Issued: 12/09/2020

No - PerformODR Data Collection Procedure, then go to step 3.

3. Retrieve MAZDA CONNECT CMU log data. Go to MGSSMAZDA CONNECT CMU Data Retrieval
4. Perform "Activating Remote Control by Smart Phone".
5.Clear DTC(s).
NOTE: If DTC 2050:55 is stored, go to SA-003/20 to clear DTC.
6. Perform KAM reset.
NOTE: Test drive vehicle after a KAM reset to allow the GPS clock to sychronize before retrying connected
vehicle functions.
7. Contact Hotline for the latest repair information.
ODR Data Collection Procedure

1. ID the vehicle
using MDARS

---

2. Select "Toolbox"

Page 7 of 12
CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

© 2020 Mazda North American Operations, U.S.A.
12/10/2020 4:14 PM tlawrenc

Service Alert No.: SA-031/20

Last Issued: 12/09/2020

3. Select Vehicle
Icon

4. Select "Collect
Diagnostic
Information"

Page 8 of 12
CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

© 2020 Mazda North American Operations, U.S.A.
12/10/2020 4:14 PM tlawrenc

Service Alert No.: SA-031/20

Last Issued: 12/09/2020

5. Select Collect
Diagnostic
Information "Run"

Page 9 of 12
CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

© 2020 Mazda North American Operations, U.S.A.
12/10/2020 4:14 PM tlawrenc

Service Alert No.: SA-031/20

Last Issued: 12/09/2020

6. Turn Ignition ON,
then select "Next"

Page 10 of 12
CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

© 2020 Mazda North American Operations, U.S.A.
12/10/2020 4:14 PM tlawrenc

Service Alert No.: SA-031/20

Last Issued: 12/09/2020

Activating Remote Control by Smart Phone
NOTE: This procedure cannot be performed if the key transmitter power saving function is enabled. See
SA-040/20.

1. Connect MDARS.

2. Use MDARS to verify if the Telematics Control Unit (TCU) is at the latest software level (Toolbox
Software Update Run TCU).
Is the TCU at the latest software level?
1. Yes - Go to step 3.
2. No - Update TCU software, then go to step 3.

3. Select the following:
A. Toolbox
B. Repair icon
C. MAZDA CONNECT
D. Activating Remote Control by
Smart Phone
E. RUN.

Page 11 of 12
CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

© 2020 Mazda North American Operations, U.S.A.
12/10/2020 4:14 PM tlawrenc

Service Alert No.: SA-031/20

Last Issued: 12/09/2020

4. Follow the on-screen instructions
and wait for process to complete.
NOTE: If the Activating Remote
Control by Smart Phone shows
"Incomplete", the possible causes
are:
1. The advanced key is not in the
vehicle.
2. The connected Vehicle
Maintenance Mode is enabled.
3. The Key transmitter power saving
function is enabled.
4. The pacemaker radio wave
interference prevention function is
enabled.

5. Select Quick Check (A), then start
the engine and select the DTC Clear
icon (B).

CAUTION: If the engine is not
started, DTC P2610 is stored and
cannot be erased.

Page 12 of 12
CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

© 2020 Mazda North American Operations, U.S.A.
12/10/2020 4:14 PM tlawrenc