NHTSA ID Number: 11006998
Manufacturer Communication Number: SA-008-24a
TSB/Document Date: 2024-09-04
Summary
Use the symptom troubleshooting tables below to diagnose MAZDA CONNECT concerns.
No. 9 Cannot Make a Hands-Free Call
Step
1
2
3
Inspection
Result
Using M-MDS, are any infotainment system Yes
DTC's stored?
No
Yes
Is Bluetooth enabled on the customers
device?
No
Yes
Is the customers device data service
strength good?
No
Yes
No
Yes
4
Is the customers device paired to the
vehicle?
5
Is the customers device selected in MAZDA
CONNECT settings?
No
6
Delete the device from MAZDA CONNECT Yes
and then re-pair it.
No
Does Bluetooth work correctly?
Action
Go to MGSS for DTC diagnosis
Go to step 2.
Go to step 3.
Enable Bluetooth on the customers device.
Go to step 4.
Move to a location where data service strength
is good and retest.
Go to step 5.
Pair the customers device to the vehicle.
Go to step 6.
Select the customers device from Bluetooth
settings.
Normal Operation
Go to step 7.
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7
8
9
10
11
Go to http://
infotainment.mazdahandsfree.com Web
Site.
Is the customers device compatible?
Is the Bluetooth device contacting or
blocked by metal objects?
Is a Bluetooth device and a USB device
connected at the same time?
13
Does the problem occur in a specific
geological location only?
15
Go to step 8.
No
The customers device is not compatible.
Does the same symptom occur on another Yes
same model/year vehicle?
No
Yes
Reboot the customers device. Does
Bluetooth work correctly?
No
Is the Bluetooth device in a place where
Yes
radio waves may be blocked?
(Behind or under a sheet, in a box, in a
No
purse/bag, ext.)
12
14
Yes
Yes
No
Yes
No
Yes
No
Does the same symptom occur on another Yes
Bluetooth device?
No
Does the voice recognition system operate Yes
using other functions such as Bluetooth
Audio?
No
Go to step 9.
Go to step 10.
Vehicle operation is normal.
Go to step 10.
Move the Bluetooth device away from hidden
location.
Go to step 11.
Move the Bluetooth device away from metal
objects.
Go to step 12.
Disconnect other USB device.
Go to step 13.
Move to a different location.
This may be caused by electrical interference
by radio stations, specific small power radio
stations, or amateur radio stations for mobile
identification used in industrial, scientific and
medical devices.
Go to step 14.
Go to step 15
The customers device is not compatible.
Check / Replace the CMU.
• Document device model, software
version and occurrence of the condition.
• Retrieve the data log if possible before
replacing the CMU
• Document date and time of the condition
• If necessary, contact Hotline for
additional support.
• See Warranty Information Note.
Go to No. 8 Voice Recognition Does Not Work
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No. 10 Cannot Play Bluetooth Audio
Step
1
2
3
4
5
6
7
8
9
10
11
12
13
Inspection
Result
Action
Yes
Go
to
MGSS
for
DTC
diagnosis
Using M-MDS, are any infotainment system
DTC's stored?
No
Go to step 2.
Yes
Go to step 3.
Is Bluetooth enabled on the customers
device?
No
Enable Bluetooth on the customers device.
Yes
Go to step 4.
Is the customers device data service
Move to a location where data service strength
strength good?
No
is good and retest.
Yes
Go to step 5
Is the customers device battery strength
Connect the customers device to a charger or
good?
No
recharge the device, then retest.
Yes
Go to step 6.
Is the customers device paired to the
vehicle?
No
Pair the customers device to the vehicle.
Yes
Go to step 7.
Is the customers device selected in MAZDA
Select the customers device from Bluetooth
CONNECT settings?
No
settings.
Delete the device from MAZDA
CONNECT Yes
Normal Operation
and then re-pair it.
No
Go to step 8.
Does Bluetooth work correctly?
Go to http://
Yes
Go to step 9.
infotainment.mazdahandsfree.com Web
Site.
No
The customers device is not compatible.
Is the customers device compatible?
Go to step 10.
Does the same symptom occur on another Yes
same model/year vehicle?
No
Go to step 11.
Yes
Vehicle operation is normal.
Reboot the customers device. Does
Bluetooth work correctly?
No
Go to step 11.
Is the Bluetooth device in a place where
Move the Bluetooth device away from hidden
Yes
radio waves may be blocked?
location.
(Behind or under a sheet, in a box, in a
No
Go to step 12.
purse/bag, ext.)
Move the Bluetooth device away from metal
Yes
objects.
Is the Bluetooth device contacting or
Go to MGSS NO Bluetooth® AUDIO AND
blocked by metal objects?
INTERNET RADIO SOUND [ENTERTAINMENT
No
SYSTEM [WITH CENTER DISPLAY]]
Go to step 13 if not resolved.
Yes
Disconnect other USB device.
Check / Replace the CMU.
Is a Bluetooth device and a USB device
connected at the same time?
No
• Document device model, software
version and occurrence of the condition.
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• Retrieve the data log if possible before
replacing the CMU
• Document date and time of the condition
• If necessary, contact Hotline for
additional support.
• See Warranty Information Note.
No. 11 Navigation address not found
Navigation system does not contain a road that I know it
1 exists and I am certain I have the most recent map update
available.
Go to mapcreator.here.com, point, click
and report missing address.
No. 12 Other symptoms
Symptom
Error Messages
Bluetooth
Center
Display
• Unable to Connect to SiriusXM
Radio
• Check SiriusXM Tuner
SIRIUSXM Travel Link Parking
Information Not Subscribed Error
Can SiriusXM be added if not equipped?
iPhone incoming SMS Text Message is
not displayed
Wrong phone connected
Ghost Touch, Surface Peeling, Spider
Cracking, White dots.
Solution
Update CMU software version to 74.00.324A or
later.
Go to SA-007/22
Go to MT-007/15
Go to MT-011/18
Go to SA-063/17
Go to SA-027/24
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High-Temperature Normal Detection
The Temperature Warning message displays when
the MAZDA CONNECT™ screen temperature is
above 176 °F (80 °C).
Hot Temperature Warning message
• This is a normal screen protection function.
DO NOT perform repairs for this concern.
Normal screen operation will resume when
the screen temperature cools.
High-Temperature False Detection
Temperature Warning message when the MAZDA
CONNECT™ screen temperature is below 176 °F
(80 °C)
• Update CMU software version to 74.00.324A
or later.
Rear view monitor is blurry
Clock
Clock shows incorrect time
How to update maps
Error message "Invalid SD Card"
Navigation is inoperative
Go to MT-007/18
Go to 09-032/23 if applicable
Go to SA-046/21
Go to Mazda Toolbox
1. Go to MT-001/18
2. Check VIN Lock
1. Go to MT-007/15
2. Go to MGSS MAP IS NOT DISPLAYED
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No Navigation voice guidance
Smart phone device will not charge
Audio source improper operation when
device connected to USB
USB Aux
No USB audio sound
No Aux audio sound
[ENTERTAINMENT SYSTEM [WITH CENTER
DISPLAY]]
Go to MGSS NO NAVIGATION GUIDANCE VOICE
OUTPUT [ENTERTAINMENT SYSTEM [WITH
CENTER DISPLAY]]
Go to MT-022/15
Go to MT-002/18
Go to MT-002/18
Go to MGSS NO USB AUDIO SOUND OUTPUT
[ENTERTAINMENT SYSTEM [WITH CENTER
DISPLAY]]
Go to MGSS NO AUX AUDIO SOUND OUTPUT
[ENTERTAINMENT SYSTEM [WITH CENTER
DISPLAY]]
No. 13 How to update the Navigation SD Card Map
Go to Mazdausa.com
Select Owners → How to Use → Add vehicle year/model → VEHICLE RESOURCES → NAVIGATION
SYSTEM → Map Update Guide
NOTE: The customer will be instructed to download the Mazda Toolbox App.
Page 16 of 18
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License Error
message in
Mazda Toolbox
Customer is locked out of map update on Mazda Toolbox due to unauthorized or
counterfeit navigation SD card.
How to unlock the customer account in Mazda Toolbox
1. Purchase a Genuine Mazda Navigation SD card.
2. Install new Genuine Mazda Navigation SD card.
Free map
update period
has expired
Customer needs to go to "Buy content" to purchase map update.
Page 17 of 18
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No. 14 How to Check Navi SD Card VIN Lock
Go to Mazda Toolbox (Version 4)
Navi SD Card VIN
Unlocked
(Mazda Toolbox will not
read card)
Navi SD Card VIN Locked
(VIN is displayed)
No. 15 How to Report Navigation Map Error or Missing Location
Navigation system does not contain a road that I know it exists and I am certain I have the most recent
map update available.
1
Advise the customer to go to mapcreator.here.com
2
Customer will need to create a mapcreator.here.com Log In
3
Customer can use the HERE website to report map error or missing location. Point, click and report
missing address.
Note: Inform the customer that the map correction may take up to 6 months to appear on the latest
map update.
WARRANTY INFORMATION
NOTE: CMU replacement with older software version and/or without proper troubleshooting documentation may result in
a warranty claim debit.
Page 18 of 18
08/08/2024 01:30 PM tlawrenc
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TSB/Document ID: SA-008-24a
Replacement Service Bulletin Number:
MFR Communication Date: 2024-08-05
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: ELECTRICAL SYSTEM
MFR Component System:
MFR Component Subsystem: Mazda Connect
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