for the use count to reset. For more information,
refer to the Connected Services Owner's Manual.

Service Issues
FAQ

Answer

Is my Connected Services reception
affected by weather conditions
or geographic features such as tunnels
or steep valleys?

Yes, inclement weather, remote locations, enclosed areas, or underground
parking garages can affect your service. Use the radio wave reception level
indications of the communication unit to determine if your Connected Services
reception is being affected. For details on the system’s limitations, refer to the
Terms and Conditions.

Can I use Connected Services as
normal during an app update?

It may not be possible to use certain Connected Services functions during
a MyMazda online update.
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The MyMazda App is not real time.
• Low Tire pressure will not clear
after correcting tire pressue.
• Vehicle status is inaccurate.

• 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.

CX-5, CX-9
The MyMazda App does not display tire
air pressures

• CX-5 and CX-9 Normal Operation
• No action needed

Troubleshooting
Go to SA-017/22 - CONNECTED VEHICLE SYMPTOM TROUBLESHOOTING
CAUTION: DO NOT swap TCU with another vehicle as the TCU is VIN locked after activation. A TCU swap with another
vehicle will disable Connected Services on both vehicles.
Reception Level Inspection

Indication

Explanation

Mazda3, CX-30, CX-50, MX-30
Radio waves are not being received.
Move to a location with good reception.

Weak reception.
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Good Receptioin

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.
NOTE: Communication is not possible during this display.
The communication function is temporarily disabled due to
infotainment system setting.
CX-5, CX-50, CX-9, MX-30
Mazda3, CX-30 built July 1, 2021 and later

• Deactivation Mode
• Connected Service contract has ended (Subscription
expired)
• TCU has not been initialized, go to SA-004/21
Vehicles built before July 1, 2021
Customer deactivated Connected Services (Opt-Out)
Vehicles built after July 1, 2021

CX-5, CX-50, CX-9, MX-30
Mazda3, CX-30 built July 1, 2021 and later

• eMDCS Warranty Vehicle Inquiry will show Campaign
CSP04 Status Open

Connected Services disabled (box unchecked)

Connected Services Disabled message appears
at engine start up

Enable Connected Services (box checked) to prevent message
appearing at engine start up.

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Note: If customer Opted-Out ( CSP04), advise customer to keep
Connected Services box checked. The vehicle will not transmit data.
Connected Vehicle Maintenance Mode

Connected Vehicle Maintenance Mode enabled.
Go to MGSS SERVICE CAUTIONS FOR VEHICLES WITH
TELEMATICS COMMUNICATION SYSTEM to disable Maintenance
Mode.
NOTE: Connected Vehicle Maintenance Mode is
unnecessary if the customers vehicle is in Deactivation Mode
.

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.
• Connected Vehicle Maintenance Mode is unnecessary if the customers vehicle
is in Deactivation Mode.
See SERVICE CAUTIONS FOR VEHICLES WITH TELEMATICS COMMUNICATION
SYSTEM [(US)]
• CX-30
• Mazda3
• CX-5

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• CX-50
• CX-9
• MX-30
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.

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, 2021 CX-30, CX-50, MX-30: Vehicle's electrical control area network (CAN) is in
"Sleep Mode"
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or
9

A registered key is detected in the vehicle

10

Brake pedal switch detects brake application
Low fuel warning

11

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
Connected Vehicle Maintenance Mode enabled (Restricted Transmitting Mode in MDARS)

18

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.
DTC stored

20

21

Remote engine start aftermarket accessory installed
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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
PARTS PROGRAMMING [(US)]

23

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

24

CSP04 Status Open

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.

Deactivation Mode
Some new owners may chose not to enroll into Connected Vehicle (CV) Services. If this happens, the Telematics
Communication Unit (TCU) will switch to Deactivation Mode.
Any of the following conditions will initiate Deactivation Mode:
•
•
•
•
•

Customer does not enroll into CV services within 5 days from Retail Date (RDR/Warranty Start Date).
Customer unsubscribed from CV services.
CSP04 (Opt-Out)
Free trial period has expired.
Customer unsubscribed from CV services prior to February 26, 2023 (Mazda IT batch deactivation).

NOTE:
• Customer/Dealer can activate CV services anytime via MyMazda app (there just might be a slight delay in making
the backend connection since it was temporarily deactivated).
• When TCU is in Deactivation Mode, infotainment Over-the-Air (OTA) Connectivity Master Unit (CMU) software
update is not possible (disabled).
• Prior to Retail Date, the TCU is active.

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Deactivation Mode Status Check:
Reception Icon Shows normal strength

TCU Active

Infotainment
Center
Display

Reception Icon Shows "X"

TCU in
Deactivation
Mode

1. Go to Mazda
Connected
Vehicle Viewer
(MCVV)
Mazda
Connected
Vehicle
Viewer
(MCVV)

2. Select
"Vehicle
Communication
Line Status
Reference"
3. Enter VIN
and then select
"Search"
4. See Status

TCU Active (Status -> Opened)

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TCU in Deactivation Mode (Status -> Closed)

Educational Videos
Overview
Using MyMazda App
In-car Wi-Fi hotspot
MyMazda remote
Notifications
Saftey features
Resources
SA-017/22 - CONNECTED VEHICLE SYMPTOM TROUBLESHOOTING
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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