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-005/23

01/19/23

SA-004/22

12/14/22, 10/04/22, 09/08/22, 08/24/22, 06/09/22, 05/12/2
2, 04/04/22 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

2021-2023 CX-9

2020-2023 CX-30

2022-2023 MX-30

2021-2023 CX-5

2023 CX-50

2024 CX-90

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.
• Confirm that the customer's device is compatible. Go to connect.mazda.com -> Support -> Compatibility.
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• 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.
IMPORTANT NOTE:
Date and Time of the concern is required for data analysis.
Document Date and Time of the concern on the Repair Order and Siebel Hotline file.
If Date and Time of the concern is unknown, please provide an approximate date (within a 5-day
period).
If Date and Time of the concern cannot be obtained, no need to collect CMU log data.
Customer MAZDA CONNECT Questionnaire is available to assist you in obtaining Date and Time of
the concern (provide link to the customer).
• 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.
IMPORTANT NOTE: If it cannot be determined to be counterfeit by visually looking at the label (the
counterfeit label is perfect) and Mazda Toolbox is used, the VIN may be locked-out if a counterfeit
SD card is detected and NNG will need to be contacted to unlock the VIN when a genuine Mazda SD
card is purchased. See No. 12 How to update the Navigation SD Card Map.
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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
No. 15 Over the Air (OTA) CMU Software Update

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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 MX-30
- Retrieve CMU log data and contact
Hotline for additional support.
Important Note

Yes

Repair complete.

No

Retrieve CMU log data and contact
Hotline for additional support.
Important Note

Yes

Repair as necessary.

No

Go to next step.

Yes

Go to step 9.

No

Go to step 10.

Yes

USB device is not compatible.

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

6

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

7

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

8

Is there a device connected to the USB port?

9

Disconnect the USB device. Does the display

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function properly after USB device is
disconnected?
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.
Go to step 13.

12

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

Yes
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.
• Retrieve CMU log data if
possible before replacing the
CMU.
Important Note
• Document date and time of the
condition.
• Document customer device
Brand/Model/Model Number/
software version on the repair
order.
○

Yes
14

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

No

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

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

Yes

Go to MGSS for DTC diagnosis.

1

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

• Retrieve CMU log data if possible before
replacing the CMU.
Important Note
• Document date and time of the condition.
○

No

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.