NHTSA ID Number: 10252509
Manufacturer Communication Number: SA-017-24
TSB/Document Date: 2024-04-03
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, Climate control
MyMazda App - Internal Usher SDK
error.
(Twilio SMS for Mazda
)
2. Retry to create a MyMazda account.
NOTE: USA and Canada only
MyMazda Website - ERROR! Unable to
send one-time password.
Remote function(s) inoperative.
2
•
•
•
•
Engine Start / Stop
Door Lock / Unlock
Lights ON / OFF
Climate Control
Go to the MyMazda App to view
the reason for remote function
failure.
Push
Notification
OS Lock
Screen
Tap the
push
notification
Home
Tap
the
alert
card
Inbox
Detail
Tap
"check
vehicle
status"
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03/18/2024 03:09 PM tlawrenc
Go to the MyMazda App
INBOX -> ACTIVITY
HISTORY -> to view
reason for remote
function failure.
Activity
History
Go to eMDCS Vehicle Inquiry and
confirm the following campains are not
shown or closed:
Check Campaign Status
•
•
•
•
CSP06
CSP07
SSPC7
DRW41
1. Confirm Connected Services is
enabled (box checked). Go to Settings
-> System Settings -> Connected
Services.
Remote Function
Troubleshooting
2. 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 - Go to next step.
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03/18/2024 03:09 PM tlawrenc
3. Confirm TCU software version. Go
to Telematics Communication Unit
(TCU) Updates
4. Disconnect battery for 30 seconds
and then reconnect (KAM reset).
NOTE: Test drive vehicle after
battery disconnect to allow the
GPS clock to sychronize before
retrying Authorization Code.
5. Perform one of the following:
• Customer: Un-enroll
Connected Services, then reenroll into Connected Services
as a new primary user.
• Dealer: Perform customer takeover enrollment for test
confirmation, then at customer
pick-up, inform customer to reenroll into Connected Services
as a new primary user.
6. Fill out Dealer Connected Vehicle
Questionnaire
7. Contact Hotline for additional
technical support if needed.
Remote Climate Control only
available on EV and PHEV
No action needed. See SA-038/23
Customer needs to wait 60 seconds
Only a single remote request can for the initial request cycle to
be made per 60-second period
be completed to make the second
request.
Remote Transmitter Key(s) in the
Do not leave keys in vehicle.
vehicle
1. Aftermarket Remote Engine
Start accessory installed.
2. Mazda Remote Engine Start
(BCKA-V7-620) accessory
installed.
1. Remove the aftermarket accessory.
2. The customer can use either the
Mazda Remote 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)].
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Advise customer to drive the vehicle
TCU in “deep sleep” mode due to
as normal (at least several miles) and
vehicle being parked for a long
the Connected Services should start
period.
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).
MyMazda App Enrollment Preparation
1. Create a MyMazda account.
2. Complete any "OPEN" Recalls / Special Service Programs. Go to
MGSS -> warranty Veh. Inq.
3. Update the Telematics Communication Unit (TCU) to the latest
software version. Go to Telematics Communication Unit (TCU) Updates.
4. 2019 Mazda3 only - Update the Connectivity Master Unit (CMU) to the
latest software version. Go to MGSS -> MAZDA CONNECT Updates.
5. Check TCU activation status.
a. Go to MAZDA CONNECT home screen.
b. Select Entertainment
c. Select Source List and then select any of the following:
No One Time Passcode (OTP)
(Vehicle infotainment center display
3
does not provide the Authorization Code
during the MyMazda App enrollment)
• FM
• AM
• SiriusXM
d. Check the Connected Vehicle reception strength icon:
• Reception strength icon shows normal strength. The TCU is
active and ready for enrollment. Go to Enrollment.
• Reception strength icon shows "X". The TCU is deactivated.
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03/18/2024 03:09 PM tlawrenc
Enrollment is not possible. Go to TCU Activation.
Note: Use MCVV to check OTP status. Go to Mazda
Connected Vehicle Viewer (MCVV) One Time Passcode
(OTP) Troubleshooting
• Reception strength icon shows "\". Move the vehicle
to an area with a clear view of the sky.
Enrollment
1. After registering for a
MyMazda account, the Select
Vehicle screen will appear. Tap
“Add Vehicle” and follow the
onscreen instructions to add your
vehicle.
2. To enroll in Connected
Services, tap “Enroll” on the “My
Vehicles” screen.
3. On the Connected Services
Enrollment screen, tap Start to
begin the enrollment process.
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03/18/2024 03:09 PM tlawrenc
4. Switch the ignition ON in your
Mazda vehicle.
5. Wait 30 seconds.
6. Tap Next.
7. Tap Request to receive
authorization code on your
vehicle’s Mazda Connect center
display.
Wait a few minutes for the
infotainment center display to
show the Authorization Code.
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03/18/2024 03:09 PM tlawrenc
8. After a few minutes, the
infotainment center display will
show the Authorization Code.
Enter the authorization code in
the MyMazda app, then tap
Submit.
9. After enrollment is successfully
processed and the vehicle is
connected, you will receive a
push notification.
1. Check reception strength icon:
OTP Troubleshooting
•
- Go to Step 2.
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03/18/2024 03:09 PM tlawrenc
•
- Go to MCVV OTP
Troubleshooting
2. 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 3.
3. Confirm TCU software version. Go
to Telematics Communication Unit
(TCU) Updates
4. 2019 Mazda3 Only - Confirm CMU
software version is at 11012 or later.
5. Retrieve MAZDA CONNECT CMU
log data. Go to MGSS -> Infotainment
-> MAZDA CONNECT CMU Data
Retrieval
6. Perform "Activating Remote Control
by Smart Phone" (links TCU to BCM)
7. Clear DTC(s).
NOTE: If DTC 2050:55 is stored, go to
SA-003/20 to clear DTC.
8. Check TCU Remote Service Flag
Information
• Remote Service Flag
Information 1101... - go to step
9.
• Remote Service Flag
Information 0000... - go to step
10.
9. Disconnect 12V battery for 5-10
minutes, then retry connected vehicle
enrollment.
NOTE: Test drive vehicle after battery
disconnect to allow the GPS clock to
sychronize before retrying
Authorization Code.
10. Fill out Dealer Connected Vehicle
Questionnaire
11. Contact Hotline for additional
technical support if needed.
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03/18/2024 03:09 PM tlawrenc
4 MAZDA CONNECT connected vehicle
reception strength icon shows "X"
Customer/Dealer can activate CV
services anytime via MyMazda app
Deactivation Mode
This is a normal condition if the
customer has not enrolled into
connected vehicle services.
• Customer - There might be a
slight delay in making the
backend connection since it
was temporarily deactivated.
• Dealer - Go to TCU Activation
Go to eMDCS Vehicle Inquiry. Does
eMDCS show CSP04 status closed?
Customer deactivate Connected
Services (Opt-Out))
• 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. Go
to Telematics Communication Unit
(TCU) Updates
3. 2019 Mazda3 Only - Confirm CMU
software version is at 11012 or later.
4. Disconnect battery terminal for 5-10
minutes, then test drive the vehicle. Is
the reception strength signal normal?
No reception
• Yes: Repair complete.
• No: Go to next step.
5. Perform TCU activation. Go to SA004/21. 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
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03/18/2024 03:09 PM tlawrenc
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
infotainment CMU software update.
Incorrect calendar entry (month/
day/year) after a battery
disconnect or infotainment
system software update.
5
Go to SA-002/21
2019 Mazda3 only
6
• The customer is not able to
activate Connected Services via
the MyMazda app after CSP06
Improper telematics
completion.
communication unit (TCU)
• MAZDA CONNECT connected
software.
vehicle reception strength icon is
missing or shows unsubscribed
after CSP06 completion.
Go to CSP07 Repair instructions.
Page 20 of 44
03/18/2024 03:09 PM tlawrenc
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
or
8
•
•
•
•
•
Vehicle Status Alert
Remote Engine Start / Stop
Vehicle's electrical control area
Remote Door Lock / Unlock
network (CAN) is in "Sleep Mode"
Remote Hazard Lights ON / OFF
Vehicle Finder (vehicle location
mapping function is available)
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 attempt works fine.
9
• Engine Start / Stop
• Door Lock / Unlock
• Lights ON / OFF
10 Engine turns off when customer
Improper telematics
communication unit (TCU)
software.
Go to TSB 16-002/20.
Normal Operation
- Advanced protection against the four main causes of engine...
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TSB/Document ID: SA-017-24
Replacement Service Bulletin Number:
MFR Communication Date: 2024-03-14
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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