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-004/22

10/04/22, 09/08/22, 08/24/22, 06/09/22, 05/12/22, 04/04/2
2 and 02/01/22

SA-027/21

12/21/21, 09/28/21, 06/24/21 and 04/07/21

SA-027/20

10/16/20, 09/22/20, 09/11/20, 07/16/20, 06/23/20, 04/08/2
0, 03/19/2020 and 02/11/20

SA-042/19

12/12/19 and 09/25/19

APPLICABLE MODEL(S)/VINS:
2019-2023 Mazda3
2020-2023 CX-30
2021-2023 CX-5
2021-2023 CX-9
2022-2023 MX-30
2023 CX-50

DESCRIPTION
Customers having MAZDA CONNECT concerns should have their vehicle repaired using the following repair procedure.
REPAIR PROCEDURE
NOTE: Before proceeding:
•
•
•
•

Document the vehicle's current MAZDA CONNECT CMU software version.
2019-2022 Models - Go to TSB 16-004/22 and confirm the CMU Serial Number is not within the affected range.
Document customer device Brand/Model/Model Number/software version on the repair order.
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.
• If possible, complete any one of the Microsoft Forms Questionnaires. Go to MGSS -> Infotainment -> MAZDA
CONNECT Questionnaire.
○
○

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01/03/2023 10:49 AM cciz

• Confirm that the customer's device is compatible. Go to connect.mazda.com -> Support -> Compatibility.
• Confirm that the customer's device is updated to the latest software version.
• If CMU log data collection is necessary, collect the data and continue troubleshooting using this document. If no
failure is found, release the vehicle to the customer and inform them that the infotainment system data is being
analyzed. Hotline will contact you at a later date with the results.
• Apple Carplay/Android Auto FAQ, go to SA-001/19.
• 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.

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 How to Check VIN
No. 12 How to update the Navigation SD Card Map
No. 13 How to Check Navi SD Card VIN Lock
No. 14 How to Report Navigation Map Error or Missing Location

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01/03/2023 10:49 AM cciz

No. 1 Blank Screen
Step
1

Inspection

Result

Is the Rear View Camera displayed?
Press and hold the Power Button. Is the screen
displayed correctly?
Mazda3, CX-30, MX-30

Yes

Go to step 2.

No

Refer to No. 2. Rear View Camera is
not displayed.

Yes

Normal Operation.

No

Go to step 3.

Yes

Normal Operation.

No

Go to step 4.

Yes

Go to MGSS for DTC diagnosis.

No

2019-2020 vehicles - Go to step 7.
2021-2022 vehicles - Go to step 5.

Yes

Replace the CMU per 16-004/22
instructions. Update the replacement
CMU to the latest software version
(see MGSS -> Infotainment/TCU ->
MAZDA CONNECT Updates).

No

2021-2022 CX-5 and CX-9 - Update
CMU software version to 7000C0ANA03_11040 or later, then go to step
6.
2021-2022 Mazda3, CX-30 and MX30 - Retrieve CMU log data and
contact Hotline for additional support.

CX-5, CX-9

2

3

Press the "HOME" button. Is the HOME screen
displayed correctly?

4

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

5

Action

Except CX-50 - Go to 16-004/22. Is the CMU Serial
Number within the affected range?
CX-50 - Go to Step 8

2021-2022 CX-5 and CX-9 - Did CMU software
version 7000C0A-NA03_11040 or later correct
customer concern?

Yes

Repair complete.

6

No

Retrieve CMU log data and contact
Hotline for additional support.

Yes

Repair as necessary.

7

2021-Current CX-5 - Inspect connector C-16 for
corrosion due to liquid spill. Is corrosion found at C16?
Other models - Go to next step.

No

Go to next step.

8

Is there a device connected to the USB port?

Yes

Go to step 9.

No

Go to step 10.

9

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

Yes

USB device is not compatible.
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01/03/2023 10:49 AM cciz

10

Is the connector for the Center Display inserted
correctly?

11 Are the connectors for the CMU inserted correctly?

No

Go to step 10.

Yes

Go to step 11.

No

Insert the connector correctly.

Yes

Go to step 12.

No

Insert the connectors correctly.

12

Is the CMU voltage out (PWR CTRL OUT) at 0920101A Terminal 1S, SB wire, of the CMU normal?

Yes

Go to step 13.

No

Go to step 14.

13

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

Yes

Check / Replace the Center Display.

No

Go to step 14.
Check / Replace the CMU.

Yes
14

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

No

• Retrieve CMU log data if
possible before replacing the
CMU.
• Document date and time of the
condition.
• Document customer device
Brand/Model/Model Number/
software version on the repair
order.
Repair / Replace wiring harness. Go
to MGSS View Content -> Wiring
Diagram -> Body and Accessories ->
Entertainment System.

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No. 2 Rear View Camera is not displayed
Step

Inspection

Result

Action

1

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

Yes

Go to MGSS for DTC diagnosis.

No

Go to step 2.

2

Is the vehicle equipped with 360
View Monitor?

Yes

Go to step 3.

No

Go to step 4.

3

Is the Front Camera and Side
Cameras displayed normally?

Yes

Check / Replace the 360 View Monitor control unit.

No

Go to step 4.

4

Are images other than the Rear
View Camera displayed?

Yes

Go to step 5.

No

Go to No. 1 Blank Screen.

Yes

Go to step 6.

5

Go to No 12 How to Check VIN
Does the VIN match to customer
vehicle VIN?

No

Swap CMU(s) to correct vehicle(s) or replace CMU.

6

Is the connector for the Rear View
Camera Inserted correctly?

Yes

Go to step 7.

No

Insert the connector correctly.

7

Is the connector for the Center
Display Inserted correctly.

Yes

Go to step 8.

No

Insert the connector correctly.

8

Are the connectors for the CMU
Inserted correctly.

Yes

Go to step 9.

No

Insert the connectors correctly.

9

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

Yes

Check / Replace the Rear View Camera
See TSB 09-021/19.

No

Go to Step 10.
Check / Replace the CMU.

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

Yes

No

• Retrieve CMU log data 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.

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No. 3 Rebooting
Step

Inspection
Is the customers device a Doro 7050,
7060 phone that is connected by
bluetooth?

Result

Action

Yes

Update CMU software version to 7000C0A-NA01_
11006 or later.

No

Go to next step.

Yes

Go to MGSS for DTC diagnosis.

No

Go to step 3.

Yes

2019-2020 vehicles - Go to step 6.
2021-2022 vehicles - Go to step 4.

No

Check / Replace the Navigation SD card.
Go to SA-014/21 if applicable.

Yes

Replace the CMU per 16-004/22 instructions.
Update the replacement CMU to the latest software
version (see MGSS -> Infotainment/TCU -> MAZDA
CONNECT Updates).

CX-50 - Go to Step 6

No