NHTSA ID Number: 10237208
Manufacturer Communication Number: SA-005-23a
TSB/Document Date: 2023-06-04
Summary
Customers having MAZDA
CONNECT concerns should have their vehicle repaired using the following repair procedure.
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 Bluetooth enabled on the
customers device?
Yes
Go to step 3.
No
Enable Bluetooth on the customers device.
Is the customers device data
service strength good?
Yes
Go to step 4.
3
No
Move to a location where data service strength is good
and retest.
4
Is the customers device paired to
the vehicle?
Yes
Go to step 5.
No
Pair the customers device to the vehicle.
5
Is the customers device selected
in MAZDA CONNECT settings?
Yes
Go to step 6.
No
Select the customers device from Bluetooth settings.
Delete the device from MAZDA
CONNECT and then re-pair it.
Does Bluetooth work correctly?
Yes
Normal Operation.
6
No
Go to step 7.
Yes
Go to step 8.
7
Go to connect.mazda.com ->
Support -> Compatibility.
Is the customers device
compatible?
No
The customers device is not compatible.
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8
Does the same symptom occur
on another same model/year
vehicle?
Yes
Go to step 9.
No
Go to step 10.
Reboot the customers device.
Does Bluetooth work correctly?
Yes
Vehicle operation is normal.
No
Go to step 10.
Is the Bluetooth device in a place
where radio waves may be
10 blocked?
(Behind or under a sheet, in a
box, in a purse/bag, ext.)
Yes
Move the Bluetooth device away from hidden location.
No
Go to step 11.
Is the Bluetooth device contacting
or blocked by metal objects?
Yes
Move the Bluetooth device away from metal objects.
No
Go to step 12.
Yes
Disconnect other USB device.
No
Go to step 13.
Does the problem occur in a
specific geological location only?
Yes
Move to a different location.
This may be caused by electrical interference by radio
stations, specific small power radio stations, or amateur
radio stations for mobile identification used in industrial,
scientific and medical devices.
No
Go to step 14.
Does the same symptom occur
on another Bluetooth device?
Yes
Go to step 15.
No
The customers device is not compatible.
9
11
Is a Bluetooth device and a USB
12 device connected at the same
time?
13
14
Check / Replace the CMU.
Does the voice recognition
system operate using other
15
functions such as Bluetooth
Audio?
Yes
• Document customer device Brand/Model/Model
Number/software version/occurrence of the
condition on the repair order.
• Retrieve CMU log data if possible before replacing
the CMU.
Important Note
• Document date and time of the condition.
○
No
Go to No. 8 Voice Recognition Does Not Work.
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06/01/2023 11:50 AM tlawrenc
No. 10 Cannot Play Bluetooth Audio
Step
Inspection
Result
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 Bluetooth enabled on the
customers device?
Yes
Go to step 3.
No
Enable Bluetooth on the customers device.
Is the customers device data
service strength good?
Yes
Go to step 4.
3
No
Move to a location where data service strength is good
and retest.
Is the customers device battery
strength good?
Yes
Go to step 5.
4
No
Connect the customers device to a charger or recharge
the device, then retest.
5
Is the customers device paired to
the vehicle?
Yes
Go to step 6.
No
Pair the customers device to the vehicle.
6
Is the customers device selected in
MAZDA CONNECT settings?
Yes
Go to step 7.
No
Select the customers device from Bluetooth settings.
Yes
Normal Operation.
7
Delete the device from MAZDA
CONNECT and then re-pair it.
Does Bluetooth work correctly?
No
Go to step 8.
Yes
Go to step 9.
8
Go to connect.mazda.com ->
Support -> Compatibility.
Is the customers device
compatible?
No
The customers device is not compatible.
9
Does the same symptom occur on
another same model/year vehicle?
Yes
Go to step 10.
No
Go to step 11.
10
Reboot the customers device.
Does Bluetooth work correctly?
Yes
Vehicle operation is normal.
No
Go to step 11.
Is the Bluetooth device in a place
where radio waves may be
11 blocked?
(Behind or under a sheet, in a box,
in a purse/bag, ext.)
Yes
Move the Bluetooth device away from hidden location.
No
Go to step 12.
Yes
Move the Bluetooth device away from metal objects.
No
Go to step 13.
Yes
Disconnect other USB device.
12
Is the Bluetooth device contacting
or blocked by metal objects?
Is a Bluetooth device and a USB
13 device connected at the same
time?
Action
Check / Replace the CMU.
No
• Document customer device Brand/Model/Model
Number/software version/occurrence of the
Page 17 of 21
06/01/2023 11:50 AM tlawrenc
condition on the repair order.
• Retrieve CMU log data if possible before
replacing the CMU.
Important Note
• Document date and time of the condition.
○
No. 11 How to Check VIN
1
Use MGSS DIAGNOSTIC ASSIST
FUNCTION and select Diagnostic Test.
2 Select Vehicle Information verification.
3 Document the VIN.
4 Does the VIN match the vehicle?
Yes
Inspection Complete.
No
Swap CMU(s) to correct vehicle(s) or
replace CMU.
Page 18 of 21
06/01/2023 11:50 AM tlawrenc
No. 12 How to update the Navigation SD Card Map
Go to Mazdausa.com
Select Owners → How to Use → Add vehicle year/model → VEHICLE RESOURCES → NAVIGATION
SYSTEM → Map Update Guide
Note: The customer will be instructed to download the Mazda Toolbox App.
License Error
message in Mazda
Toolbox
Customer is locked out of map update on Mazda Toolbox due to unauthorized or
counterfeit navigation SD card.
How to unlock the customer account in Mazda Toolbox
1. Purchase a Genuine Mazda Navigation SD card.
2. Install new Genuine Mazda Navigation SD card.
Page 19 of 21
06/01/2023 11:50 AM tlawrenc
Free map update
period has expired
Customer needs to go to "Buy content" to purchase map update.
No. 13 How to Check Navi SD Card VIN Lock
Go to Mazda Toolbox (Version 5)
Navi SD Card VIN Unlocked
(VIN is blank)
Navi SD Card VIN Locked
(VIN is present)
Page 20 of 21
06/01/2023 11:50 AM tlawrenc
No. 14 How to Report Navigation Map Error or Missing Location
Navigation system does not contain a road that I know it exists and I am certain I have the most recent
map update available.
1.
Advise the customer to go to mapcreator.here.com
2.
Customer will need to create a mapcreator.here.com Log In
3.
Customer can use the HERE website to report map error or missing location. Point, click and report
missing address.
Note: Inform the customer that the map correction may take up to 6 months to appear on the latest
map update.
No. 15 Over the Air (OTA) CMU Software Update
• CX-50 only (other models will Push notification (Information icon “i”) - System checks every 7 days
follow)
• Available after MGSS CMU
software 7000C0A-NA05_
11014 update.
• MAZDA CONNECT OTA
Update Instructions
• Requires a clear view of the
sky
• Soft Update Only
• Software fix details are not
provided (Details provided on
MGSS)
Page 21 of 21
06/01/2023 11:50 AM tlawrenc
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TSB/Document ID: SA-005-23a
Replacement Service Bulletin Number:
MFR Communication Date: 2023-05-31
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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