Service Alert

Mazda North American Operations
Irvine, CA 92618-2922

Subject:
Service Alert No.: SA-013/21

CONNECTED VEHICLE SYMPTOM TROUBLESHOOTING

Last Issued: 03/15/2021

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-013/21

02/22/21, 02/08/21 and 02/02/2021

SA-031/20

12/09/20,11/30/20, 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 14
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.

© 2021 Mazda North American Operations, U.S.A.
03/17/2021 3:14 PM tlawrenc

Service Alert No.: SA-013/21

Last Issued: 03/15/2021

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.

Page 2 of 14
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.

© 2021 Mazda North American Operations, U.S.A.
03/17/2021 3:14 PM tlawrenc

Service Alert No.: SA-013/21

Last Issued: 03/15/2021

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. Connected Service contract has ended (Subscription expired)
2. Customer deactivated Connected Services (Opt-Out)
1. eMDCS Warranty Vehicle Inquiry will show Campaign CSP04Status Closed
3. TCU has not been initialized, go to SA-010/20

Remote Engine Start Will Not Function under the following conditions

Item

Condition

1

Vehicle battery voltage low

2

Automatic Transmission shift position except "P"

3

Vehicles equipped with manual transmission

4

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

5

Brake pedal switch malfunction

6

Engine has been running by remote engine start function

7

Engine started by remote engine start more than 2 consecutive times while the vehicle is not
driven.
Page 3 of 14

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.

© 2021 Mazda North American Operations, U.S.A.
03/17/2021 3:14 PM tlawrenc

Service Alert No.: SA-013/21

Last Issued: 03/15/2021

The vehicle must be driven 1-mile or 24-hours must pass from the last successful Remote Engine
Start for the use count to reset.
8

2021 Mazda3 and CX-30: Vehicle's electrical control area network (CAN) is in "Sleep Mode"

9

A registered key is detected in the vehicle

10

Brake pedal switch detects brake application

11

Low fuel warning message

12

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

13

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

14

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

15

After 10 second maximum cranking time

16

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

17

Room fuse blown/missing

18

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

19

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

20

DTC Stored

21

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

22

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)]

23

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

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

Item

Condition
Page 4 of 14

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.

© 2021 Mazda North American Operations, U.S.A.
03/17/2021 3:14 PM tlawrenc

Service Alert No.: SA-013/21

Last Issued: 03/15/2021

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

Engine will stop running automatically after 15 minutes for safety, security and emissions.

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
Go to Step 2.
NOTE: The customer can view the reason for remote
function failure.
Example 1 (Push notification)

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

Page 5 of 14
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.

© 2021 Mazda North American Operations, U.S.A.
03/17/2021 3:14 PM tlawrenc

Service Alert No.: SA-013/21

Last Issued: 03/15/2021

OS Lock Screen
Tap the push
notification

Home
Tap the alert
card

Inbox Detail
Tap "check vehicle
status"