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

03/15/21, 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
○
○
○

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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.
Currently conducting an operation check of the onboard communication unit.
NOTE: Communication is not possible during this display.
The communication function is temporarily disabled due to infotainment system setting.
CX-5, CX-9

Mazda3,
CX-30

• Connected Service contract has ended (Subscription expired)
• Customer deactivated Connected Services (Opt-Out)
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eMDCS Warranty Vehicle Inquiry will show Campaign CSP04 Status Closed
• TCU has not been initialized, go to SA-010/20
○

CX-5, CX-9

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.
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) Removal
a. Remove the Mazda Remote Engine Start (RES) accessory module.
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b. Deactivate and activate Advanced Key(s). Refer to MGSS IMMOBILIZER SYSTEMRELATED 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
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)

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

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OS Lock Screen
Tap the push notification

Home
Tap the alert card

Inbox Detail
Tap "check vehicle
status"

Example 2 (Activity History)

Except CX-5 and CX-9:
• MAZDA CONNECT and/or MyMazda APP
displays incorrect tire pressures after
battery disconnect and/or infotainment CMU
software update.

Go to SA-044/20.

All vehicles:
• The customer is not able to activate

1. Did the customer deactivate Connected Services (Opt-Out)?
NOTE: If deactivated, eMDCS Warranty Vehicle Inquiry will
show Campaign CSP04 Status Closed.

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Connected Services via the MyMazda app
• MAZDA CONNECT connected vehicle
reception strength icon shows "X" or "\".
Mazda3, CX-30

• Yes: No repair needed.
• No: Go to next step.
2. Check for DTCs.
Are there any DTC's stored?
• Yes: Go to MGSS for normal diagnosis.
• No: Go to next step.
3. Disconnect battery terminal for 30 seconds, then move the
vehicle. Is the reception strength signal normal?

CX-5, CX-9

• Yes: Repair complete.
• No: Go to next step.
4. Perform TCU activation. Go to SA-004/21.
Is the reception strength signal normal?
• Yes: Repair complete.
• No: Go to next step.
5. Compare Tel antenna No. 1 signal strength with good known
vehicle near by.
Go to DIAGNOSTIC ASSIST FUNCTION [CONNECTIVITY
MASTER UNIT (US)]
Functional Inspection / Adjustment -> Navigation System
Inspection
Example:
Good

No Good

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• Good: Contact Hotline for technical support.
• No Good: Swap Tel antenna No. 1 with known good vehicle.
2019 Mazda3 only:
• The customer is not able to activate
Connected Services via the MyMazda app
after CSP06 completion.
• MAZDA CONNECT connected vehicle
reception strength icon is missing or shows
unsubscribed after CSP06 completion.

Go to CSP07 Repair instructions.

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

Vehicle's electrical control area network (CAN) is in "Sleep Mode".
2021 Mazda3 and CX-3 functions inoperative:
•
•
•
•
•

Vehicle Status Alert
Remote Engine Start / Stop
Remote Door Lock / Unlock
Remote Hazard Lights ON / OFF
Vehicle Finder (vehicle location mapping
function is available)
No dealer visit is required. Sleep Mode can be reset by starting the
engine and idling or driving for 5 minutes or longer.

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See SA-005/21.
First remote control attempt fails, second attempt
works fine.
• Engine Start / Stop
• Door Lock / Unlock
• Lights ON / OFF

Go to TSB 16-002/20.

Remote Engine Start inoperative due to:
1. Aftermarket Remote Engine Start
accessory installed.
1. Remove the aftermarket accessory.
2. Mazda Remote Engine Start (BCKA-V7- 2. The customer can use either the Mazda Remote Engine Start
620) accessory installed.
accessory or the MyMazda app function. Cannot use both.
Mazda Remote Engine Start (RES) Removal
a. Remove the Mazda Remote Engine Start (RES) accessory
module.
b. Deactivate and activate Advanced Key(s). Refer to MGSS
IMMOBILIZER SYSTEM-RELATED 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.
• No: Perform ODR Data Collection Procedure, then go to step 3.
3. Retrieve MAZDA CONNECT CMU log data. Go to MGSS MAZDA 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

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2. Select "Toolbox"

3. Select Vehicle Icon

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4. Select "Collect Diagnostic
Information"

5. Select Collect Diagnostic
Information "Run"

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6. Turn Ignition ON, then select
"Next"

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.

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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?
• Yes: Go to step 3.
• 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.

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:
a. The advanced key is not in the vehicle.
b. The connected Vehicle Maintenance Mode is
enabled.
c. The Key transmitter power saving function is
enabled.
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d. 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.

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