NHTSA ID Number: 10228652
Manufacturer Communication Number: SA-017-22d
TSB/Document Date: 2023-01-05
Summary
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. * Remote function(s) inoperative. - Engine Start / Stop - Door Lock / Unlock - Lights ON / OFF * MAZDA
CONNECT connected vehicle reception strength icon shows "X" or " ". 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
Advise customer to drive the vehicle as normal (at
least several miles) and the Connected
Services should start working again.
Low fuel
Advise customer that Remote Engine Start may start
vehicle temporarily, but vehicle will turn
off automatically when the fuel level is low to
conserve the remaining fuel.
Vehicle is
equipped with
Advise customer that vehicles with a manual
transmission do not have the Remote Engine Start/
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Manual
Transmission
Engine started
with key
transmitter
instead of
MyMazda App.
Customer
deactivate
Connected
Services (OptOut))
Stop function capability.
Advise customer they will see an error message when
attempting to make a Remote Engine Off request if
they initially turned on vehicle with a physical key
(instead of through their MyMazda app).
Go to eMDCS Vehicle Inquiry. Does eMDCS show
CSP04 status closed?
• Yes - Customer opt-out. No action needed.
• No - CSP04 is not shown. Go to next Action
below.
1. Use MDARS to ID the vehicle and check for DTC's
stored. Are DTC(s) stored?
• Yes - Go to MGSS and perform normal DTC
diagnostics.
• No - Perform ODR Data Collection Procedure,
then go to step 2.
2. Confirm TCU software version is at the following
using TCU Software Version Check.
No One Time Passcode (OTP)
(Vehicle infotainment center display
3
does not provide the Authorization Code
during the MyMazda App enrollment)
Troubleshooting
needed
•
•
•
•
•
•
Mazda3 - 10006 or later
CX-30 - 10006 or later
CX-5 - 10023 or later
CX-9 - 10023 or later
MX-30: 10019 or later
CX-50: N/A
3. Retrieve MAZDA CONNECT CMU log data. Go to
MGSS -> Infotainment -> MAZDA CONNECT CMU
Data Retrieval
4. Perform "Activating Remote Control by Smart
Phone" (links TCU to BCM)
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
Authorization Code.
7. Contact Hotline for additional technical support if
needed.
MAZDA CONNECT connected vehicle
4 reception strength icon shows "X" or "\".
Mazda3, CX-30, CX-50, MX-30
No reception
1. Go to eMDCS Vehicle Inquiry. Does eMDCS show
CSP04 status closed?
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• Yes - Customer opt-out. No action needed.
• No - CSP04 is not shown. Go to next step.
2. Check for DTCs. Are there any DTC's stored?
CX-5, CX-9
• Yes: Go to MGSS for normal DTC diagnosis.
• No: Go to next step.
3. Confirm TCU software version is at the following
using TCU Software Version Check.
•
•
•
•
•
•
Mazda3 - 10006 or later
CX-30 - 10006 or later
CX-5 - 10023 or later
CX-9 - 10023 or later
MX-30: 10019 or later
CX-50: N/A
4. Disconnect battery terminal for 30 seconds, then
test drive the vehicle. Is the reception strength signal
normal?
• Yes: Repair complete.
• No: Go to next step.
5. Perform TCU activation. Go to SA-004/21. Is the
reception strength signal normal?
• Yes: Repair complete.
• No: Go to next step.
6. 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
Good - Contact Hotline for technical support
No Good - Swap Tel antenna No. 1 with known good
vehicle
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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.
5
Incorrect
calendar entry
(month/day/
year) after a
battery
disconnect or
infotainment
system
software
update.
Go to SA-002/21
2019 Mazda3 only
6
• 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.
Improper
telematics
communication Go to CSP07 Repair instructions.
unit (TCU)
software.
2020 Mazda3 only
7
• Infotainment center display does
not provide the Authorization
Enrollment error Go to SSPC1
Code
• Infotainment center display
“Software Update Error” message
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2021 Mazda3, CX-30, CX-50, and MX30 functions inoperative
8
•
•
•
•
•
Vehicle Status Alert
Remote Engine Start / Stop
Remote Door Lock / Unlock
Remote Hazard Lights ON / OFF
Vehicle Finder (vehicle location
mapping function is available)
Vehicle's
electrical
control area
network (CAN)
is in "Sleep
Mode"
or
No dealer visit is required. Sleep Mode can be reset
by starting the engine and idling or driving for 5
minutes or longer.
Go to 09-010/22.
First remote control attempt fails, second
Improper
attempt works fine.
telematics
9
• Engine Start / Stop
communication Go to TSB 16-002/20.
• Door Lock / Unlock
unit (TCU)
• Lights ON / OFF
software.
10
11
Engine turns off when customer
opens vehicle door.
• Low Tire pressure will not clear
after correcting tire pressue.
• Vehicle status is inaccurate.
Normal
Operation
MyMazda App
is not real time.
Advise that, for customer’s safety and security,
vehicle is designed to shut-off automatically when the
vehicle door is opened.
• Customer must go to MyMazda app’s Inbox
and read/open all the messages related to
the low tire pressure alert, then the “Low tire
pressure” alert will clear from MyMazda app’s
Health Report
• Message will clear after next drive cycle.
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ODR Data Collection Procedure
1. ID the vehicle using MDARS
---
2. Select "Toolbox"
3. Select Vehicle Icon
4. Expand "Collect Diagnostic
Information"
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5. Select Collecting diagnostic information
"Run".
6. Turn the ignition ON, then select "Next"
7. Wait for collection to complete.
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8. Confirm that the ODR collection has
been successful. Select “Next” to exit.
Activating Remote Control by Smart Phone (links TCU to BCM)
NOTE: This procedure cannot be performed if the key transmitter power saving function is enabled. See SA-040/20.
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.
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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.
d. The pacemaker radio wave interference
prevention function is enabled.
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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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TCU Software Version Check
CX-5 and CX-9
CX-30, CX-50, Mazda3 and MX30
1. Press and hold the Volume knob, then press
and hold the Entertainment and Favorite buttons
at the same time for 3-5 seconds and the Factory/
Service Inspection screen will appear.
2. Select Service Information.
3. Select TCU Linked information.
4. Scroll down to TCU Software Version and
confirm the software version is at:
•
•
•
•
•
•
Mazda3 - 10006 or later
CX-30 - 10006 or later
CX-5 - 10023 or later
CX-9 - 10023 or later
MX-30: 10019 or later
CX-50: N/A
Is the TCU software version correct?
• Yes: TCU Software Version Check is
complete.
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• No: Go to Telematics Communication Unit
(TCU) Updates to update the TCU software
version.
Educational Videos
Overview
Using MyMazda App
In-car Wi-Fi hotspot
MyMazda remote
Notifications
Saftey features
Resources
SA-019/22 - MAZDA CONNECTED SERVICES - FREQUENTLY ASKED QUESTIONS (FAQ)
Connected Services Owner's Manual
MAZDA CONNECT and MAZDA CONNECTED SERVICES USER GUIDE
MAZDA CONNECTED VEHICLE VIEWER (MCVV) USER GUIDE
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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- 3X Stronger than the leading full synthetic*
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- 20,000 miles between oil changes***
- Viscosity breakdown as measured in Kurt Orbahn test on 5W...
- As measured in Seq IX test under high load/torque conditions...
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TSB/Document ID: SA-017-22d
Replacement Service Bulletin Number:
MFR Communication Date: 2022-12-13
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: ELECTRICAL SYSTEM
MFR Component System:
MFR Component Subsystem:
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