NHTSA ID Number: 10237209
Manufacturer Communication Number: SA-009-23d
TSB/Document Date: 2023-06-04
Summary
Some customers may complain about any of the following:1. Infotainment Center Display does not provide the Authorization Code (OTP) during the MyMazda App Connected Vehicle enrollment. 2. Remote function(s) inoperative. Engine Start / Stop, Door Lock / Unlock, Lights ON / OFF, 3. MAZDA
CONNECT connected vehicle reception strength icon shows "X" or " ".
Do not leave keys in vehicle.
1. Aftermarket 1. Remove the aftermarket accessory.
Remote Engine 2. The customer can use either the Mazda Remote
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Start accessory
installed.
2. Mazda
Remote Engine
Start (BCKAV7-620)
accessory
installed.
Engine Start accessory or the MyMazda app function.
Cannot use both.
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)].
TCU in “deep
sleep” mode
due to vehicle
being parked
for a long
period.
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
Manual
Transmission
Advise customer that vehicles with a manual
transmission do not have the Remote Engine Start/
Stop function capability.
Engine started
with key
transmitter
instead of
MyMazda App.
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).
1. Check the reception level strength on the mobile
device and vehicle. If weak, move to a location with
good strength and retry.
2. If the vehicle reception strength icon shows "X", the
vehicle may be in Deactivation Mode.
No One Time Passcode (OTP)
(Vehicle infotainment center display
Deactivation
3
does not provide the Authorization Code Mode
during the MyMazda App enrollment)
• Wait 30 minutes to an hour until the reception
icon shows normal reception.
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• Repeat the enrollment process.
Go to eMDCS Vehicle Inquiry and confirm the
following campains are not shown or closed:
Campain Status
Customer
deactivate
Connected
Services (OptOut))
•
•
•
•
CSP06
CSP07
SSPC7
DRW41
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.
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: 10003 or later
3. 2019 Mazda3 Only - Confirm CMU software
version is at 11012 or later.
4. Retrieve MAZDA CONNECT CMU log data. Go to
MGSS -> Infotainment -> MAZDA CONNECT CMU
Data Retrieval
5. Perform "Activating Remote Control by Smart
Phone" (links TCU to BCM)
6. Clear DTC(s).
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NOTE: If DTC 2050:55 is stored, go to SA-003/20 to
clear DTC.
7. Perform KAM reset.
NOTE: Test drive vehicle after a KAM reset to allow
the GPS clock to sychronize before retrying
Authorization Code.
8. Contact Hotline for additional technical support if
needed.
Deactivation
Mode
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). The reception icon will
switch to normal reception after enrollment.
Go to eMDCS Vehicle Inquiry and confirm the
following campains are not shown or closed:
MAZDA CONNECT connected vehicle
reception strength icon shows "X" or "\". Campain Status
Mazda3, CX-30, CX-50, MX-30
4
CX-5, CX-9
Customer
deactivate
Connected
Services (OptOut))
•
•
•
•
CSP06
CSP07
SSPC7
DRW41
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. Check for DTCs. Are there any DTC's stored?
• Yes: Go to MGSS for normal DTC diagnosis.
• No: Go to next step.
2. Confirm TCU software version is at the following
using TCU Software Version Check.
No reception
•
•
•
•
•
•
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: 10003 or later
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3. 2019 Mazda3 Only - Confirm CMU software
version is at 11012 or later.
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
Except CX-5 and CX-9
MAZDA CONNECT and/or MyMazda
App displays incorrect tire pressures
after battery disconnect and/or
5
infotainment CMU software update.
Incorrect
calendar entry
(month/day/
year) after a
battery
disconnect or
infotainment
system
software
update.
Go to SA-002/21
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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
Code
• Infotainment center display
“Software Update Error” message Enrollment error Go to SSPC1
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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.
CX-5, CX-9
CX-5 and CX-9
12 The MyMazda App does not display tire Normal
No action Needed
air pressures
Operation
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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.
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.
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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: 10003 or later
Is the TCU software version correct?
• Yes: TCU Software Version Check is
complete.
• 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-015/23 - 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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TSB/Document ID: SA-009-23d
Replacement Service Bulletin Number:
MFR Communication Date: 2023-05-24
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: EQUIPMENT:ELECTRICAL:INFOTAINMENT
MFR Component System:
MFR Component Subsystem:
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