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
Advise that, for customer’s safety and
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opens vehicle door.
11
security, vehicle is designed to shut-off
automatically when the vehicle door is
opened.
• Low Tire pressure will not clear
after correcting tire pressue.
• Vehicle status is inaccurate.
MyMazda App is not real time.
• 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
12
CX-5 and CX-9 Normal Operation No action Needed
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)
OTP request successful.
If not, go to No One Time
Passcode (OTP) -> OTP
Troubleshooting -> Step
2.
1
2
Next Step
Status: Open Requested
400S19
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Status Detail: Processing
Status: Open Requested
Status Detail: Request Failed
400S25
With new App
3
400S25
With old App
Status: Open Requested
Status Detail: Open Failed
Phone carrier
connection
is processing.
4
The customer needs to
wait for the completion of
the activation.
If no change after waiting
12 hours, go to No One
Time Passcode (OTP) ->
OTP Troubleshooting ->
Step 2.
Status: Open Flag Setting Requested
Status Detail: Processing
5
Phone carrier connection
is complete.
System waiting for:
a. Ignition ON.
b. Flag Setting
The customer needs to
wait for the completion of
the flag download and
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Status: Open Flag Setting Requested
Status Detail: Request Failed
IG-ON.
If not:
a. Disconnect 12V
battery 5-10
minutes, then
retry OTP request.
6
Status: Open Flag Setting Requested
Status Detail: Flag Setting Failed
b. go to No One
Time Passcode
(OTP) -> OTP
Troubleshooting > Step 2.
7
TCU has history of enrollment
Status: Opened
Status Detail: Open Completed (with date)
8
OTP request successful.
If not, go to No One Time
Passcode (OTP) -> OTP
Troubleshooting -> Step
2.
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.
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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.
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
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enabled.
c. The Key transmitter power saving function is
enabled.
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 up to date. Go to
Telematics Communication Unit (TCU) Updates
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.
TCU Remote Service Flag Information 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 Remote Service Flag Information.
Is the Remote Service Flag Information 1101... or
0000...?
or
• 1101... - Disconnect 12V battery for 1 hour,
then retry connected vehicle enrollment.
• 0000... - Contact Hotline for technical support.
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Customer Opt-Out
Some customers may request to stop data communication from their vehicle. Use this procedure to manually deactivate
the TCU.
1.
Check Connected vehicle reception
strength icon
Infotainment Center displays “X”
No action needed.
Inform the customer that TCU is already deactivated. Data communication is
not being transmitted from the vehicle
Infotainment Center displays normal reception.
Go to next step
2.
Yes - MCVV shows customer enrollment
Is the customer currently enrolled into Go to step 4.
Connected Vehicle services?
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No - MCVV shows no customer enrollment
Go to next step 3.
Go to Connected Vehicle Owner’s Manual:
Enroll into Connected Vehicle
services.
3.
Note: This step can be performed by
dealer or customer.
• Registering Vehicle Information
• Registering Connected Service
• After enrollment, go to step 4.
4. After enrollment, using the MyMazda
App, delete VIN.
a.
From the main screen, select menu.
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b.
From the MYMAZDA drop down, select My Vehicles
c.
Select Edit Vehicle
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d.
Select Delete Vehicle
5. Turn the ignition OFF and wait 5-10 minutes
Turn the ignition on and confirm that
6. the connected vehicle
reception strength icon shows “X”
Inform the customer that TCU is deactivated. Data communication is not
being transmitted from the vehicle
Note: The following functions have been disabled
• Connected Vehicle Services (Remote Functions, Find My
Car....etc)
• In-car WiFi
• Recall Notifications
• Over the Air (OTA) software updates*
• Alexa*
• Hybrid Navigation*
*Some Models
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Educational Videos
Overview
Using MyMazda App
In-car Wi-Fi hotspot
MyMazda remote
Notifications
Saftey features
Resources
Connected Vehicle Online Enrollment Information
1. Installing the MyMazda APP
2. Registering Your User Information
3. Registering Vehicle Information
4. Registering Connected Service
SA-015/23 - MAZDA CONNECTED SERVICES - FREQUENTLY ASKED QUESTIONS (FAQ)
Dealer Connected Vehicle Questionnaire
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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- Advanced protection against the four main causes of engine...
- Delivers 40% stronger wear protection than industry...
- Provides 15% better deposit defense vs. industry standards...
- Up to 2.5X better heat protection vs. industry standards to...
- Engineered for excellent low-temperature flow, reducing...
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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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