NHTSA ID Number: 11003395
Manufacturer Communication Number: SA-009-24b
TSB/Document Date: 2024-07-05
Summary
Mazda Connected Services - Frequently Asked Questions (FAQ)
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Reception Level Inspection
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.
The communication function is temporarily disabled due to
infotainment system setting.
CX-5, CX-50, CX-9, MX-30
Mazda3, CX-30 built July 1, 2021 and later
• No CV Contract
• Deactivation Mode
• Connected Service contract has ended (Subscription
expired)
• TCU has not been initialized, go to SA-004/21
Vehicles built before July 1, 2021
Customer deactivated Connected Services (Opt-Out)
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• eMDCS Warranty Vehicle Inquiry will show Campaign
CSP04 Status Open
Vehicles built after July 1, 2021
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
Enable Connected Services (box checked) to prevent message
engine start up
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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Dealer Processes
When vehicle is being serviced, switch to Restricted Transmitting Mode.
• Restricts MyMazda App remote functions.
• Prevents error messages being sent to the customer during vehicle service.
NOTE:
Connected Vehicle
Maintenance Mode
• Make sure to cancel Restricted Transmitting Mode after completing vehicle
service.
• Connected Vehicle Maintenance Mode is unnecessary if the customers vehicle
is in Deactivation Mode.
See SERVICE CAUTIONS FOR VEHICLES WITH TELEMATICS COMMUNICATION
SYSTEM [(US)]
•
•
•
•
•
•
•
•
•
Is there an opportunity
at PDI to test the
system?
CX-30
Mazda3
CX-5
CX-50
CX-70
CX-9
CX-90
MX-5
MX-30
No special action is required to activate at PDI other than the room fuse installation, which is
already part of the current PDI. We recommend checking for signal after installing room fuse.
See the image below for how the connectivity signal bar looks (it's the vertical stack bar on the
right bottom corner). This connectivity signal bar is not displayed on the "Home" screen, so the
PDI Inspector would have to go into the "Entertainment" or "Navigation" menu to check it. To
confirm it is working properly, the bar should be white like the image below.
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The handbook states
that a “moderate
collision” will dial 911.
Please define
“moderate.”
If an airbag is deployed.
Will the customer
have to sign a
disclaimer for a loaner
vehicle that has
Connected
Services activated?
If the customer is downloading the MyMazda app to use the Connected Services functions,
they will sign the disclaimer as part of the MyMazda process. If the customer is not
downloading the app but the dealer has set it up for their own purposes (e.g., vehicle location),
then it is the dealer's responsibility to disclose to the customer.
TCU Activation
1. Select “hamburger menu” on top right of screen
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2. From the MYMAZDA dropdown, select My Vehicles
3. Select “menu” on top right of screen
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4. Select "Add Vehicle"
5. Select "SCAN VIN"
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6. Select "SCAN"
Note: You can also manually enter the VIN if preffered. Select
"ENTER VIN"
7. Select "NEXT"
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8. Select "VALIDATE"
9. Select "NEXT"
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10. Enter Vehicle Name and select local dealer. Then select "SUBMIT"
11. Select "ENROLL"
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12. Select "START"
13. Agree to the Terms & Conditions, then select "AGREE"
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14. You will see a message stating "Activation Process in Progress", Select
"CLOSE"
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.
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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.
• 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.
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)
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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
NOTE: 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
Connected Vehicle Maintenance Mode enabled (Restricted Transmitting Mode in MDARS)
19
20
Vehicle is parked (stored) for approximately 1 week or longer or in deep sleep mode.
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Drive the vehicle for a few miles to recover.
DTC stored
21
22
Remote engine start aftermarket 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 SYSTEM-RELATED
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.
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 (there just might be a slight delay in making
the backend connection since it was temporarily deactivated).
• 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.
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Deactivation Mode Status Check:
Reception Icon Shows normal strength
TCU Active
Infotainment
Center
Display
Reception Icon Shows "X"
• TCU in
Deactivation
Mode
• One Time
Passcode
(OTP) is
processing
1. Go to Mazda
Connected Vehicle
Viewer (MCVV)
Mazda
Connected
Vehicle
Viewer
(MCVV)
2. Select "Vehicle
Communication
Line Status
Reference"
3. Enter VIN and
then select
"Search"
4. See Status
TCU in Deactivation Mode (Status -> Closed)
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One Time Passcode (OTP) is processing
TCU Active (Status -> Opened)
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”
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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
Is the customer currently
2. enrolled into Connected
Vehicle services?
Yes - MCVV shows customer enrollment
Go to step 4.
No - MCVV shows no customer enrollment
Go to next step 3.
Enroll into Connected
Vehicle services.
3. Note: This step can be
performed by dealer or
customer.
Go to Connected Vehicle Owner’s Manual:
• Registering Vehicle Information
• Registering Connected Service
• After enrollment, go to step 4.
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4. After enrollment, using the
MyMazda App, delete VIN.
a.
From the main screen, select menu.
b.
From the MYMAZDA drop down, select My Vehicles
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c.
Select Edit Vehicle
d.
Select Delete Vehicle
5. Turn the ignition OFF and wait 5-10 minutes
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Turn the ignition on and
confirm that the connected
6. 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
Educational Videos
Overview
Using MyMazda App
In-car Wi-Fi hotspot
MyMazda remote
Notifications
Saftey features
Resources
Customer Connected Vehicle Online Enrollment Information
1. Installing the MyMazda APP
2. Registering Your User Information
3. Registering Vehicle Information
4. Registering Connected Service
SA-017/22 - CONNECTED VEHICLE SYMPTOM TROUBLESHOOTING
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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TSB/Document ID: SA-009-24b
Replacement Service Bulletin Number:
MFR Communication Date: 2024-06-29
MFR Internal Campaign ID/Software Version:
Communication Type: Other
NHTSA Components: UNKNOWN OR OTHER
MFR Component System:
MFR Component Subsystem: Mazda Connect
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