NHTSA ID Number: 10254190
Manufacturer Communication Number: SA-017-24a
TSB/Document Date: 2024-05-04
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 Climate Control
BULLETIN NOTES
This service alert supersedes the previously issued service alert listed below. The changes are noted in Red text.
Previous SAs:
Date(s) Issued:
SA-017/24
03/14/24
SA-009/23
10/23/23, 08/28/23, 08/15/23, 07/05/23, 06/12/23, 05/24/23, 04/25/23, 03/28/23, 03/01/23 and 02/06/23
SA-017/22
12/13/22, 10/10/22, 08/25/22, 05/06/22, 04/04/22
SA-013/21
12/22/21, 10/13/21, 09/14/21, 05/11/21,
04/27/21, 03/15/21, 02/22/21, 02/08/21 and 02/02/2021
SA-031/20
12/09/20,11/30/20, 11/06/20, 10/28/20, 06/16/20, 06/05/20, 06/01/20, 05/18/20,
04/14/2020, 04/02/20, 03/11/20 and 02/27/20
APPLICABLE MODEL(S)/VINS:
2019-2024 Mazda3
2021-2023 CX-9
2024 CX-90
2020-2024 CX-30
2022-2023 MX-30
2024 MX-5
2021-2024 CX-5
2023-2024 CX-50
2025 CX-70
DESCRIPTION
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
3. MAZDA
CONNECT connected vehicle reception strength icon shows "X" or "\".
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Index
•
•
•
•
MAZDA CONNECT Indication
Remote Engine Start Will Not Function
Remote Engine Start Function Will turn engine OFF
Deactivation Mode
MAZDA CONNECT Indication
Indication
Explanation
Mazda3, CX-30, CX-50, MX-30
Radio waves are not being received.
Move to a location with good reception.
Weak reception.
Good Receptioin
Strong reception.
Currently conducting an operation check of the
communication unit. If this condition continues, consult an
Authorized Mazda Dealer.
Currently conducting an operation check of the onboard
communication unit.
NOTE: Communication is not possible during this display.
CX-5, CX-50, CX-9, MX-30
Mazda3, CX-30 built July 1, 2021 and later
The communication function is temporarily disabled due to
infotainment system setting.
• No CV Contract
• Deactivation Mode
• Connected Service contract has ended
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(Subscription expired)
• TCU has not been initialized, go to SA-004/21
Vehicles built before July 1, 2021
Customer deactivated Connected Services (Opt-Out)
Vehicles built after July 1, 2021
• eMDCS Warranty Vehicle Inquiry will show
Campaign CSP04 Status Open
Connected Services disabled (box unchecked)
CX-5, CX-50, CX-9, MX-30
Mazda3, CX-30 built July 1, 2021 and later
Connected Services Disabled message
appears at engine start up
Enable Connected Services (box checked) to prevent
message appearing at engine start up.
Note: If customer Opted-Out ( CSP04), advise customer
to keep Connected Services box checked. The vehicle will
not transmit data.
Connected Vehicle Maintenance Mode
Connected Vehicle Maintenance Mode enabled.
Go to MGSS SERVICE CAUTIONS FOR VEHICLES
WITH TELEMATICS COMMUNICATION SYSTEM to
disable Maintenance Mode.
NOTE: Connected Vehicle Maintenance Mode is
unnecessary if the customers vehicle is in
Deactivation Mode .
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Remote Engine Start Will Not Function under the following conditions
Item
Condition
1
Remote Engine Start function is not available on EV and PHEV (inline 4) models. See SA-038/23
2
3
Automatic Transmission shift position except "P"
4
Vehicles equipped with manual transmission
5
Vehicle speed above 3 mi/h (5 km/h)
6
Brake pedal switch malfunction
7
Engine has been running by remote engine start function
8
Engine started by remote engine start more than 2 consecutive times while the vehicle is not driven.
The vehicle must be driven 1-mile or 24-hours must pass from the last successful Remote Engine
Start for the use count to reset.
2021 Mazda3, 2021 CX-30, CX-50, MX-30: Vehicle's electrical control area network (CAN) is in
"Sleep Mode"
9
or
10 A registered key is detected in the vehicle
11 Brake pedal switch detects brake application
Low fuel warning
12
13
Engine starts, then turns OFF due to abnormal high engine rpm detected. (Engine rotation over
3000 rpm continued for more than 0.2[s])
14
No engine rpm detected after sending engine start request. (Engine rotation 0 rpm continued for
more than 0.2[s])
15 When the CAN data signal for engine shut off is present (e.g.: door ajar signal)
16 After 10 second maximum cranking time
17
Burglar alarm status is "Alarm" and "Alarm stand by" (CAUTION - DO NOT enable, see TheftDeterrent System section in SA-012/20)
18 Room fuse blown/missing
19 Connected Vehicle Maintenance Mode enabled (Restricted Transmitting Mode in MDARS)
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20
Vehicle is parked (stored) for approximately 1 week or longer or in deep sleep mode.
Drive the vehicle for a few miles to recover.
DTC Stored
21
22 Aftermarket Remote Engine Start accessory installed.
Mazda Remote Engine Start (BCKA-V7-620) accessory installed (No MyMazda app remote engine
start function).
23 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 SYSTEMRELATED PARTS PROGRAMMING [(US)]
24
First remote control attempt fails, second attempt works fine.
Go to TSB 16-002/20.
25 CSP04 Status Open
Remote Engine Start Function Will turn engine OFF under the following conditions
Item
Condition
1
Vehicle door(s) opened
2
Vehicle trunk opened
3
Vehicle hood opened
4
Ignition switch push button "ON" detected
5
Remote engine STOP request
6
Brake pedal switch detects brake application
7
DTC Stored
8
Engine will stop running automatically after 15 minutes for safety, security and emissions.
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Deactivation Mode
• Deactivation Mode Temporary Suspension 6/16/2023 (6/11/2023 retail date and later)
• Vehicles retailed before 6/11/2023 and in Deactivation Mode will remain in Deactivation mode.
NOTE:
• Customer/Dealer can activate CV services anytime via MyMazda app
Customer - There might be a slight delay in making the backend connection since it was temporarily
deactivated.
Dealer - Go to Repair Procedure -> TCU Activation
• When TCU is in Deactivation Mode, infotainment Over-the-Air (OTA) Connectivity Master Unit (CMU) software
update is not possible (disabled).
• Prior to Retail Date, the TCU is active.
○
○
Deactivation Mode Status Check:
Reception Icon Shows normal strength
TCU Active
Infotainment
Center
Display
• TCU in
Deactivation
Mode
• No CV
Contract
• One Time
Passcode
(OTP) is
processing
Reception Icon Shows "X"
No CV Contract
TCU CV Contract
Status
Mazda
Connected
Vehicle
Viewer
(MCVV)
1. Go to Mazda
Connected Vehicle
Viewer (MCVV)
2. Enter VIN and
then select
"Search"
CV Contract Active
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1. Go to Mazda Connected Vehicle Viewer (MCVV)
2. Select "Vehicle Communication Line Status Reference"
3. Enter VIN and then select "Search"
TCU Activation
Status Check
TCU in Deactivation Mode (Status -> Closed)
One Time Passcode (OTP) is processing (Status -> Open Requested)
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TCU Active (Status -> Opened)
REPAIR PROCEDURE
CAUTION: DO NOT swap TCU with another vehicle as the TCU is VIN locked after activation. A TCU swap with another
vehicle will disable Connected Services on both vehicles.
Repair Flowchart
Start
Preparation
Remote function(s) inoperative
•
•
•
•
Engine Start / Stop
Door Lock / Unlock
Lights ON / OFF
Climate Control
Go to the MyMazda App to view
the reason for remote function
failure.
No One Time Pass Code (OTP)
Connected vehicle reception
strength icon shows "X" or "\"
MyMazda App Enrollment
Preparation
Deactivation Mode
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Check Campaign Status
Enrollment / Take-Over
Check Campaign Status
Customer deactivate Connected
Services (Opt-Out)
Remote Function Troubleshooting
OTP Troubleshooting
No reception
PREPARATION:
1. Confirm that the Telematics Communication Unit (TCU) is at the latest software level. Go to Telematics
Communication Unit (TCU) Updates
2. Go to eMDCS Vehicle Inquiry and confirm the following campains are not shown or closed:
•
•
•
•
CSP06
CSP07
SSPC7
DRW41
3. Go to eMDCS Vehicle Inquiry and confirm CSP04 is not shown.
4. If Hotline assistance is needed, please fill out the Dealer Connected Vehicle Questionnaire before contacting Hotline.
The questionnaire collects data needed by Hotline agent.
5. In most cases, the customer will not leave their device with you for troubleshooting, therefore a connected vehicle
Take-Over is necessary. Use your personal device or dealer supplied device for troubleshooting. Go to Enrollment /
Take-Over.
• At customer pick-up, inform customer to re-enroll into Connected Services as a new primary user.
6. Confirm the customer's phone and vehicle have good to strong reception during the concern as shown in the table
below.
• If the reception icon shows "X", the TCU is deactivated. Enrollment is not possible. Go to TCU Activation.
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• Customer/Dealer can activate CV services anytime via MyMazda app
Customer - There might be a slight delay in making the backend connection since it was
temporarily deactivated.
Dealer - Go to TCU Activation
○
○
• If the reception icon shows " \ ", move the vehicle to an area with a clear view of the sky.
• If the reception is weak, move the vehicle to a location where the reception is good to strong as shown in
the table, then try to get the Authorization Code and/or operate the remote functions before proceeding to
the Repair Procedure if there is still an issue.
• If the reception is good to strong, proceed to Connected Vehicle Troubleshooting below.
NOTE: Vehicles stored for long periods may loose GPS clock sychronization. If the vehicle is stored for a long
period, test drive the vehicle to give the GPS clock time to sychronize before enrolling or testing connected vehicle
functions.
Index
1. Unable to create a MyMazda account
2. Remote function(s) inoperative
3. No One Time Pass Code (OTP)
4. Connected vehicle reception strength icon shows "X" or "\"
5. MyMazda App displays incorrect tire pressures (Except CX-5 and CX-9)
6. Unable to activate Connected Services (2019 Mazda3)
7. Software Update Error (2020 Mazda3)
8. Functions inoperative (2021-> CX-30, CX-50, Mazda3 and MX-30)
9. First remote control attempt fails, second attempt works fine
10. Engine turns off when opening door
11. Low Tire pressure will not clear after correcting tire pressue
12. MyMazda App does not display tire air pressures (CX-5, CX-9)
•
•
•
•
MCVV One Time Passcode (OTP) Troubleshooting
TCU Activation
2nd Owner Take-Over
Customer Opt-Out
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• Educational Videos
• Resources
Connected Vehicle Troubleshooting
Symptom
Cause
Action
The customer is not able to create a
MyMazda account. The customer
receives the following error:
MyMazda App - Internal Usher SDK
error.
- 6X better wear protection on critical engine parts than...
- 1.3X better sludge protection than industry standards*
- 3X Stronger against viscosity breakdown than leading full...
- Protection for 10,000 miles between oil changes
- Meets or exceeds the following specifications: API SP/SN...
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TSB/Document ID: SA-017-24a
Replacement Service Bulletin Number:
MFR Communication Date: 2024-04-11
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: ENGINE AND ENGINE COOLING
MFR Component System:
MFR Component Subsystem:
Previous TSB | Next TSB |
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