2021 Mazda3 and CX-30
functions inoperative:

Vehicle's electrical control area network (CAN) is in "Sleep Mode".

• Vehicle Status Alert
• Remote Engine Start /
Stop
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• 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.
See SA-005/21
First remote control attempt
fails, second attempt works
fine.
• Engine Start / Stop
• Door Lock / Unlock
• Lights ON / OFF
Remote Engine Start
inoperative due to:
1. Aftermarket Remote
Engine Start accessory
installed.
2. Mazda Remote Engine
Start (BCKA-V7-620)
accessory installed.

Go to TSB 16-002/20.

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

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To regain access to Connected Services, follow
these steps:
1. What vehicle do you have?
See applicable models shown at the beginning of
this Service Alert.
2. Have you downloaded the MyMazda app and
registered for an account? If not:

I can’t access
Connected Services via
MyMazda app.

For an iOS device (iPhone, iPad), download the
MyMazda app from the App Store. The device
must be running iOS 9.0 or newer.
For an Android device, download the MyMazda
app from Google Play Store. The device must be
running Android 7.0 or newer.
3. Have you already enrolled in Connected
Services?
If you aren’t enrolled in Connected Services,
follow the enrollment process. Download the
MyMazda app from the app store, if necessary.
Note to CEC/Tech Hotline/Dealer: If the
customer is enrolled in Connected Services,
follow incident management protocol.

I can’t access the in-car WiFi hotspot.

If you are unable to access the in-car Wi-Fi hotspot, follow these steps:
1. See if your device’s Wi-Fi access is turned on.
2. Make sure your vehicle is running or in accessory mode.
3. You can follow the steps below to find your Wi-Fi network name:
a. Select Settings from the Mazda Connect home screen.
b. Select Connectivity Settings.
c. Select Wi-Fi Settings.
d. Select SSID (Access Point Name).
e. Find the SSID on your device, then select it.
4. Now follow the steps below to find your Wi-Fi network password:
a. Select Settings from the Mazda Connect home screen.
b. Select Connectivity Settings.
c. Select Wi-Fi Settings.
d. Select Wi-Fi Password.
e. Enter the password displayed on the device to connect to the Wi-Fi network.

I made multiple
remote service requests
within a 60-second period.

You can only make one (1) remote request within a 60-second period. For example,
if you accidently made a “remote unlock” request and now want to send a “remote lock”
request, you will have to wait at least 60 seconds before you can make the second
request.

I didn’t use the vehicle for a
Simply drive the vehicle as normal for a few miles and Connected Services should start
week, and now I can’t access
working again.
Connected Services.
I left my key in the vehicle.

No, you will see a “Fail” error message upon making a remote service request
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Can I still use Connected
(e.g., remote engine start) if you leave the key in the vehicle. The key must be kept
Services, like remote engine outside the vehicle to execute remote services.
start?
I am locked out from the app
If you have made five (5) failed login attempts, you must wait five (5) minutes before you
after failing to log in a few
can attempt to log in again.
consecutive times.
The Remote
Control lock/unlock
function isn’t working.

Double-check your vehicle. The lock/unlock function will not work if the engine is running,
the key is left inside the vehicle or any of the doors are opened.

I used Remote Engine Start,
but when I opened the door When Remote Engine Start is used, the engine will turn off when any of the doors are
to my vehicle, the engine
opened.
turned off.
MyMazda App remote functions can be restricted by switching to Restricted Transmitting
Mode.
How do I block MyMazda
App remote functions when
vehicle is being serviced?

• Restricts MyMazda App remote functions.
• Prevents error messages being sent to the customer during vehicle service.
Cancel Restricted Transmitting Mode after completing vehicle service.
Go to MGSS SERVICE CAUTIONS FOR VEHICLES WITH TELEMATICS
COMMUNICATION SYSTEM [(US)].

Engine turns off a few
seconds after remote engine Possible Powertrain DTC's stored. Repair DTC's and then retry.
start
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

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Reception Level Inspection

Indication

Explanation

Mazda3, CX-30
Radio waves are not being received. Move to a location with good reception.

Weak reception.
Good reception.
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.
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

CX-5, CX-9

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

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Dealer Processes
When vehicle is being serviced, switch to Restricted Transmitting Mode.

Connected Vehicle
Maintenance Mode

• Restricts MyMazda App remote functions.
• Prevents error messages being sent to the customer during vehicle service.
NOTE: Make sure to cancel Restricted Transmitting Mode after completing vehicle service.
See SERVICE CAUTIONS FOR VEHICLES WITH TELEMATICS COMMUNICATION
SYSTEM [(US)]
•
•
•
•

CX-30
Mazda3
CX-5
CX-9

No special action is required to activate at PDI other than the room fuse installation, which is
already part of the current PDI. We recommend checking for signal after installing room fuse.
See the image below for how the connectivity signal bar looks (it's the vertical stack bar on the
right bottom corner). This connectivity signal bar is not displayed on the "Home" screen, so the
PDI Inspector would have to go into the "Entertainment" or "Navigation" menu to check it. To
confirm it is working properly, the bar should be white like the image below.
Is there an opportunity
at PDI to test the
system?

The handbook states
that a “moderate
collision” will dial 911.
Please define
“moderate.”

If an airbag is deployed.

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Will the customer
have to sign a
disclaimer for a loaner
vehicle that has
Connected
Services activated?

If the customer is downloading the MyMazda app to use the Connected Services functions,
they will sign the disclaimer as part of the MyMazda process. If the customer is not
downloading the app but the dealer has set it up for their own purposes (e.g., vehicle location),
then it is the dealer's responsibility to disclose to the customer.

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
NOTE: 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-012/20)

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

Remote engine start aftermarket 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.
b. Deactivate and activate Advanced Key(s). Refer to MGSS IMMOBILIZER SYSTEM-RELATED
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PARTS PROGRAMMING [(US)]
23

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

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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.

Educational Videos
Overview
Using MyMazda App
In-car Wi-Fi hotspot
MyMazda remote
Notifications
Saftey features
Resources
SA-064/20 - CX5 and CX-9 CONNECTED VEHICLE SERVICE INFORMATION
SA-013/21 - CONNECTED VEHICLE SYMPTOM TROUBLESHOOTING
Connected Services Owner's Manual
MAZDA CONNECT and MAZDA CONNECTED SERVICES USER GUIDE
MAZDA CONNECTED VEHICLE VIEWER (MCVV) USER GUIDE (see attachment)
MAZDA CONNECT ESSENTIALS WBT (30076)
MAZDA CONNECT & CONNECTED SERVICES FOCAL POINT (30093FOC)
MAZDA CONNECTED SERVICES SMART CARDS
MAZDA CONNECTED SERVICES: CUSTOMER OUTREACH

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