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-019/21

04/08/21 and 02/26/21

SA-026/20

06/11/20 and 02/11/20

SA-065/17

08/10/17

APPLICABLE MODEL(S)/VINS
2014-2018 Mazda3

2016-2021 CX-3

2016-2020 CX-9

2016-2021 Mazda6

2016-2020 CX-5

2016-2021 MX-5

DESCRIPTION
Use the symptom troubleshooting tables below to diagnose MAZDA CONNECT concerns.
REPAIR PROCEDURE
Before proceeding:

• Confirm that the Connectivity Master Unit (CMU) is updated to the latest software version. Go to MGSS ->
Infotainment -> MAZDA CONNECT Updates
• Go to TSB 16-001/20 to view MAZDA CONNECT CMU software fix list.
• Confirm that the customers device is compatible. Go to connect.mazda.com -> Support -> Compatibility.
• Confirm that the customers device is updated to the latest software version.
• Apple Carplay/Android Auto FAQ, go to SA-070/20.
• If you suspect a counterfeit Navi SD card, ask the customer for proof of purchase if it cannot be determined by
visually looking at the label or by using Mazda Toolbox.

Page 1 of 15

06/28/2021 03:56 PM tlawrenc

Index:
No. 1 Blank Screen
No. 2. Rear View Camera is not displayed
No. 3 Rebooting
No. 4 Infotainment System Has No Sound
No. 5 Commander Switch Does Not Work
No. 6 Bluetooth device will not pair
No. 7 Incorrect GPS position
No. 8 Voice Recognition Does Not Work
No. 9 Cannot Make a Hands-Free Call
No. 10 Cannot Play Bluetooth Audio
No. 11 Other Symptoms
No. 12 How to update the Navigation SD Card Map
No. 13 How to Check Navi SD Card VIN Lock

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06/28/2021 03:56 PM tlawrenc

No. 1 Blank Screen
Step

Inspection

Result

Action

Yes

Go to step 2.

No

Refer to No. 2. Rear View Camera is not displayed
2016-2017 CX-9 - See 09-034/17

1

Is the Rear View Camera displayed?

2

Press the "HOME" button. Is the HOME Yes
screen displayed correctly?
No

3

Using M-MDS, are any infotainment
system DTC's stored?

4

Is there a device connected to the USB Yes
port?
No

Go to step 5.

Disconnect the USB device. Does the
display function properly after USB
device is disconnected?

Yes

USB device is not compatible.

5

No

Go to step 6.

6

Is the connector for the Center Display Yes
inserted correctly?
No

Go to step 7.

7

Are the connectors for the CMU
inserted correctly?

Yes

Go to step 8.

No

Insert the connectors correctly.

8

Yes
Is the center display voltage at 0920304A terminal 1H, L wire color normal? No

Go to step 9.

Swap the Center Display with good
known vehicle. Is the screen display
normal?

Yes

Check / Replace the Center Display.

9

No

Go to step 10.

Normal Operation
Go to step 3

Yes

Go to MGSS for DTC diagnosis.

No

Go to step 4.
Go to step 6.

Insert the connector correctly.

Go to step 10.

Check / Replace the CMU.
Yes
10

Swap the CMU with good known
vehicle. Is the screen display normal?
No

• Retrieve the data log if possible before
replacing the CMU
• Document date and time of the condition
Repair / Replace wiring harness. Go to MGSS
View Content -> Wiring Diagram -> Body and
Accessories -> Entertainment System.

Page 3 of 15

06/28/2021 03:56 PM tlawrenc

No. 2 Rear View Camera is not displayed
Step

Inspection

Result
Yes
No
Yes
No

No
Yes
No
Yes
No
Yes
No
Yes

Action
Go to MGSS for DTC diagnosis
Go to step 2.
Go to step 3.
Go to step 4.
Check / Replace the 360 View Monitor control
unit.
Go to step 4.
Go to step 5.
2014-2018 Mazda3 5-door HB
2016-2019 CX-3
Go to 09-031/20
Go to No. 1 Blank Screen.
Go to step 6.
Insert the connector correctly.
Go to step 7.
Insert the connector correctly
Go to step 8.
Insert the connectors correctly
Check / Replace the Rear View Camera

No

Go to Step 9

1

Using M-MDS, are any infotainment
system DTC's stored?

2

Is the vehicle equipped with 360 View
Monitor?

3

Is the Front Camera and Side Cameras
displayed normally?

Yes

Are images other than the Rear View
Camera displayed?

Yes

4

5

Is the connector for the Rear View
Camera Inserted correctly?

6

Is the connector for the Center Display
Inserted correctly

7

Are the connectors for the CMU Inserted
correctly

8

Swap the Rear View Camera with good
known vehicle. Is the screen display
normal?

No

Check / Replace the CMU.

9

Swap the CMU with good known vehicle.
Is the screen display normal?

Yes

No

• Retrieve the data log if possible before
replacing the CMU
• Document date and time of the condition
Go to MGSS, WSM, REAR MOUNT CAMERA
IMAGE NOT CLEAR/NO IMAGE ON SCREEN.

Page 4 of 15

06/28/2021 03:56 PM tlawrenc

No. 3 Rebooting
Step
1

2

3
4

5

Inspection

Result
Action
Yes
Go
to
MGSS
for
DTC
diagnosis
Using M-MDS, are any infotainment system DTC's
stored?
No
Go to step 2.
Yes
Go to step 3.
Does the reboot continue after removing the
Check / Replace the Navigation SD card.
Navigation SD card?
No
Note: See TSB 09-015/20 if
applicable
Yes
Go to step 4.
Is there a device connected to the USB port?
No
Go to step 5.
USB device is not compatible
Disconnect the USB device. Does the reboot stop Yes
after USB device is disconnected?
No
Go to step5.
Yes
Go to step 6.
Check / Replace the CMU.
Does the reboot continue after ignition key OFF
then back ON?

No

• Retrieve the data log if possible
before replacing the CMU
• Document date and time of the
condition
Check / Replace the CMU.

6

Does the reboot continue after vehicle battery
disconnect?

Yes

No

• Retrieve the data log if possible
before replacing the CMU
• Document date and time of the
condition
No repair needed.

Page 5 of 15

06/28/2021 03:56 PM tlawrenc

No. 4 Infotainment System Has No Sound
Step
1
2
3
4

Inspection

Result
Yes
Using M-MDS, are any infotainment
system DTC's stored?
No
Yes
Is sound normal other than navigation
guidance?
No
Yes
Can you hear the voice after raising the
navigation volume?
No
Can you hear sound after turning on audio Yes
mode?
No
Yes

5

Replace the Navigation SD Card. Can you
hear voice after Navigation SD Card
No
replacement?

6