NHTSA ID Number: 10244669
Manufacturer Communication Number: SA-009-23i
TSB/Document Date: 2023-11-01
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
infotainment
system software
update.
Improper
telematics
Go to CSP07 Repair instructions.
communication
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• 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.
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
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.
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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.
Normal
Operation
• Low Tire pressure will not clear
after correcting tire pressue.
• Vehicle status is inaccurate.
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
The MyMazda App does not display tire
air pressures
CX-5 and CX-9
Normal
No action Needed
Operation
12
Mazda Connected Vehicle Viewer (MCVV) One Time Passcode (OTP) Troubleshooting
(Vehicles built after July 1, 2021 (20 TCU, AT&T)
OTP Request
MCVV Vehicle Communication Line Status Reference Status
New Vehicle Inventory (TCU no enrollment ever)
Status: Opened
Status Detail: Open Completed (with no date)
1
Next Step
OTP request su
If not, go to No O
Passcode (OTP
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Status: Open Requested
Status Detail: Processing
2
400S19
Status: Open Requested
Status Detail: Request Failed
3
Phone carrier co
is processing.
Status: Open Requested
Status Detail: Open Failed
The customer ne
wait for the com
the activation.
Status: Open Flag Setting Requested
Status Detail: Processing
Phone carrier co
is complete.
4
System waiting
a. Ignition
b. Flag S
5
The customer ne
wait for the com
the flag downloa
IG-ON.
6 Status: Open Flag Setting Requested
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Status Detail: Request Failed
If not:
a. Discon
battery 5minutes,
OTP requ
b. go to N
Time Pas
(OTP)
Status: Open Flag Setting Requested
Status Detail: Flag Setting Failed
7
TCU has history of enrollment
Status: Opened
Status Detail: Open Completed (with date)
OTP request su
If not, go to No O
Passcode (OTP
8
TCU Activation
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1. Select “hamburger menu” on top right of screen
2. From the MYMAZDA dropdown, select My Vehicles
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3. Select “menu” on top right of screen
4. Select "Add Vehicle"
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5. Select "SCAN VIN"
6. Select "SCAN"
Note: You can also manually enter the VIN if
preffered. Select "ENTER VIN"
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7. Select "NEXT"
8. Select "VALIDATE"
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9. Select "NEXT"
10. Enter Vehicle Name and select local dealer. Then
select "SUBMIT"
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11. Select "ENROLL"
12. Select "START"
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13. Agree to the Terms & Conditions, then select
"AGREE"
14. You will see a message stating "Activation Process
in Progress", Select "CLOSE"
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15. You will receive a message saying "Connectivity is
Complete"; however, it is actually not complete. OK to
close this window. Go to next step.
16. Turn the ignition OFF for 10 minutes or longer.
17. Turn the ignition ON.
18. Check the Connected Vehicle reception strength icon:
• Reception strength icon shows normal
strength. TCU is now active. Proceed to
Enrollment.
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• Reception strength icon shows "X". TCU
activation is still processing. Repeat steps 16
-18.
Note:
• This step may need to be repeated a few
times until normal strength is shown.
• If steps 16-18 was repeated several times with
no change, disconnect 12V battery for 5-10
minutes, then recheck reception strength icon.
ODR Data Collection Procedure
1. ID the vehicle using MDARS
---
2. Select "Toolbox"
3. Select Vehicle Icon
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4. Expand "Collect Diagnostic
Information"
5. Select Collecting diagnostic information
"Run".
6. Turn the ignition ON, then select "Next"
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7. Wait for collection to complete.
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.
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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.
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.
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d. The pacemaker radio wave interference
prevention function is enabled.
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
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.
CX-5 and CX-9
Except CX-5 and CX-9
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2. Select Service Information.
3. Select TCU Linked information.
4. Scroll down to TCU Software Version and
confirm the software version is at:
• Mazda3 built before July 1, 2021
104603_ _ or later (Verizon)
• Mazda3 built after July 1, 2021
10007 or later (AT&T)
• CX-30 built before July 1, 2021
304603_ _ or later (Verizon)
• CX-30 built after July 1, 2021
10007 or later (AT&T)
• CX-5 - 10024 or later
• CX-9 - 10024 or later
• MX-30: 10020 or later
• CX-50: 10004 or later
○
○
○
○
Is the TCU software version correct?
• Yes: TCU Software Version Check is
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complete.
• No: Go to Telematics Communication Unit
(TCU) Updates to update the TCU software
version.
TCU Remote Service Flag Information Check
CX-5 and CX-9
Except CX-5 and CX-9
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 Remote Service Flag Information.
Is the Remote Service Flag Information 1101... or
0000...?
• 1101... - Disconnect 12V battery for 1 hour,
then retry connected vehicle enrollment.
• 0000... - Contact Hotline for technical support.
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or
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 (30076WBT)
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-009-23i
Replacement Service Bulletin Number:
MFR Communication Date: 2023-10-23
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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