BULLETIN NOTES
APPLICABLE MODEL(S)/VINS
2021 CX-5 vehicles (with 10.25" center display) with VINs lower than JM3KF******336748 (produced before Nov. 3,
2020)
2021 CX-9 vehicles (with 10.25" center display) with VINs lower than JM3TC******514848 (produced before Nov. 27,
2020)
NOTE:
• This sevice bulletin supersedes "DRW34 - 2021 CX-9 AND CX-5 MAZDA CONNECT SETTINGS CONCERN"
• Applicable vehicles are not sold in Mexico or Canada.

DESCRIPTION
Some customers may notice that some items such as the View Monitor, Parking Sensor or Hands-Free Liftgate
settings do not appear in customize setting screen.
NOTE: This concern only applies to vehicles equipped with a 10.25" center display.
Symptom A (applies to CX-5 Only):
Safety Settings

Setting Appears

Setting Does Not Appear

Driver Assistance System
Safety Alerts
Active Safety
Collision Avoidance
View Monitor
Parking Sensor
Speed Alert

Driver Assistance System
Safety Alerts
Active Safety
Collision Avoidance
Speed Alert

View Monitor
Parking Sensor

Doors

Setting Appears

Setting Does Not Appear

Hands-Free Liftgate
Automatic Door Locks

Automatic Door Locks

Symptom B (applies to CX-5 and CX-9):

Hands-Free Liftgate
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Automatic Re-Lock Wait Time
Keyless Walk Away Auto-Lock
Keyless Beep Confirmation Volume
Keyless Unlock Mode
Restore Factory Settings

Automatic Re-Lock Wait Time
Keyless Walk Away Auto-Lock
Keyless Beep Confirmation Volume
Keyless Unlock Mode
Restore Factory Settings

The missing settings may be caused by improper control software of the gateway unit (GWU). To eliminate this concern,
the GWU control software has been modified.
Customers having this concern should have their vehicle repaired using the following repair procedure.

REPAIR PROCEDURE
1. Verify the customer concern.
NOTE: After backing up the customization settings and the favorite items per the customer's request, restore all
factory settings of the Communication Master Unit (CMU). After the
repair, the symptoms will not recur, even if the
battery is removed.
2. Record the customer's customization settings using the "Customization Item Entry Form" at the bottom of this
service information.
NOTE: The customization settings will not be saved using the procedure in step 3.
3. Operate Mazda Connect and save the favorite items (i.e home, navigation destinations and radio stations, etc.) to a
USB memory stick (refer to CMU BACKUP/RESTORE PROCEDURE.)
NOTE: The Mazda Modular Diagnostic System (M-MDS) is required.
4. Operating Mazda Connect, restore the factory setting.
a. Press the "Push Button Start" button twice to turn the ignition ON.
b. Select “Settings” from the Mazda Connect home screen.
Information
Entertainment
...
Navigation
Settings
c. Select “System Settings”.
Settings
In-Vehicle Displays
Sound Settings
...
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Connectivity Settings
System Settings
d. Select “Restore All Factory Settings”.
Settings System Settings
In-Vehicle Displays
Sound Settings
...
Connectivity Settings
System SettingsClock
Driver Settings
...
System Information
Restore All Factory Settings
e. Press “Restore” and wait one (1) minute while initializing.
f. Turn the ignition OFF.
4. Confirm that the missing customize setting item(s) appear correctly.
5. Restore the settings in the Mazda Connect (refer to the "Customization Item Entry Form").
NOTE: If saved in step 3, restore the saved data. (Refer to CMU BACKUP/RESTORE PROCEDURE.)
CMU BACKUP/RESTORE PROCEDURE
This procedure is provided to save the favorite items (i.e home, navigation destinations and radio stations, etc.) to a USB
memory stick. To restore the data from the USB memory stick, refer to the “Restore” section.
Backup
1. Prepare a USB memory stick (4-32GB, FAT32 formatted) which contains no data.
2. Connect M-MDS to the subject vehicle.
NOTE: MDARS requires an internet connection.
CAUTION:
• Low battery voltage may cause operation failure, resulting in unexpected CMU replacement.
• During operation on a 7th generation vehicle, power consumption and voltage fluctuation are higher than on 6th
generation vehicles.
• Connect a battery charger to the vehicle and connect AC adapter to the PC.
3. Launch Mazda Diagnostic And Repair Software (MDARS).
4. Turn the ignition ON and click “Start”.
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5. Select the “toolbox” tab.

6. Insert the USB memory stick into the USB port.

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7. Press the "Volume/Mute" button and hold it pressed.
8. While pressing the "Volume/Mute" button, press the "Music" and "Favorite" buttons at the same time for 3-5
seconds. The Diagnostic Test Screen will appear.

9. Select “Service Information”.

10. Select “Backup Restore”.

11. Confirm that “Backup Restore” screen is shown.
NOTE: “Back up” is grayed out and cannot be selected at this time. Following the steps to enable the “Backup”
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selection.

12. On MDARS, select the Work Support group. Select “Mazda Connect” then “Collecting CMU log data” and click
“Run”.

13. Read the screen instructions and click “Next”.

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14. Wait for the process (while the progress bar is shown) until the next screen appears.

15. DO NOT click on “Next” at this time. If clicked, return to step 12.

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16. Look at the center display and confirm that “Backup” is not grayed out. Select “Backup”.

17. Using the commander switch, input a password consisting of 8 or more numbers.
NOTE:
• Keep this password since it is required for the restoring process.
• An error message will appear if a shorter password is input.
• The same password can be used multiple times.

18. Wait for the backup in progress.
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19. When completed, select "OK".

Restore
1. Perform steps 2-10 (above) for backup.
2. Confirm that the “Backup Restore” screen is shown.
NOTE: “Restore” is grayed out and cannot be selected at this time. Following steps enable the “Restore” selection.

3. Perform steps 12-15 (above) for backup (on MDARS).
4. Look at the center display and confirm that “Restore” is not grayed out. Select “Restore”.

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5. Input the password which was set for backup.

6. Wait for the restore in progress.

7. When completed, select "OK".

NOTE: The backup data on the USB memory stick is automatically deleted.

WARRANTY INFORMATION
NOTE:
• This warranty information applies only to verified customer complaints on vehicles eligible for warranty repair.
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• This repair will be covered under Mazda’s New Vehicle Limited Warranty term.
• Additional diagnostic time cannot be claimed for this repair.

Warranty Type

A

Symptom Code

64

Damage Code

9W

Part Number Main Cause
Quantity
Operation Number / Labor Hours:

7777-SP-T05
0
XXT1GXAX / 0.3 Hrs.

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