SA-019-21d Service Bulletin/Repair Instructions

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
09/01/21, 06/25/21, 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. It cannot be determined by

visually looking at the label. If Mazda Toolbox is used and a counterfeit SD card is detected, the customer VIN

may be locked-out.

• If possible, complete any one of the Microsoft Forms Questionnaires. Go to MGSS -> Infotainment -> MAZDA

CONNECT Questionnaire.
Page 1 of 16
09/30/2021 08:07 AM 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
Page 2 of 16
09/30/2021 08:07 AM 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 16
09/30/2021 08:07 AM 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 16
09/30/2021 08:07 AM 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 16
09/30/2021 08:07 AM 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
Can you hear sound after raising the

volume of audio?
7

12 3

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