the call center. [500C07]

Process Flow
500C07

Customer

Wait about 30 minutes and try the operation
again.

Dealer

System error and may or may not be
resolved by repeated retries.
If the error continues to occur, there may be
a problem with the system center -> Go to "
Troubleshooting Instructions".

Confirmation/Recovery

Description

Due to the app’s specifications, if there is a 2+ hour difference or lag with the
actual/correct time, an error could occur.
Please check the time / time zone settings. (E401005)

MyMazda App Message
E401005

Customer

Customer to check and verify their Date & Time settings on their phone
(note: most phones will have the correct time automated based on their time
zone).
iPhone Example

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E900500

Description

In case KINTARO cannot get a response from a system outside KINTARO.
KINTARO is working well, and the network fault may be fixed after some
minutes

MyMazda App Message It is taking longer than normal to respond. Please try again later. [E900500]
Customer inadvertently texted “Stop” to 1-949 518-0058
(Twilio SMS)

Description

MyMazda App - Internal Usher SDK error.

Internal Usher
SDK error.
MyMazda App Message

Customer

1. Text “Start” to 1-949 518-0058 (Twilio SMS)
2. Retry to create a MyMazda account.
Note: USA and Canada only

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Usually occurs if the same login credentials were used on different devices.
Example, iPhone and Android.

Description

Notification Center
Multiple devices detected
Our records indicate that your MyMazda account is being accessed across
multiple devices.
Multiple
devices
detected

MyMazda App Message

Customer

No action needed

Description

Enrollment in Progress
Another Connected Services enrollment request is currently in process
already. Please try again later.

Enrollment in
Progress

MyMazda App Message

Dealer

CV cancelation has failed. Update TCU to the latest software.
Vehicle Confirmation Instructions

Step
1

Inspection Items
Is the concern related to a remote control function?

Result

Action

Yes

proceed to step2

No

proceed to step3
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2

Check whether the vehicle requirements for remote operation are met (
example: key left in vehicle during remote start function).
Does the customer's smartphone MyMazda App have a failure message
at the time of occurrence?

Yes

proceed to the next step

No

Check the remote
operation condition again
and confirm if it works
properly (example: key
left in vehicle during
remote start function).

Yes

proceed to the next step

No

Select Enable and retry.

Using M-MDS, are there any DTC's stored?
DTC INSPECTION

Yes

Go to normal MGSS
DTC troubleshooting

No

proceed to the next step

Is the TCU and CMU at the latest software version?

Yes

proceed to the next step

No

Update software to the
latest version, then
recheck concern.

Check MAZDA CONNECT settings.
Confirm Connected Services in System Settings is Enabled.

3

4

5

• CMU Software Update
• TCU Software Update

Good
Reception
proceed to the next step

Does the CV reception strength icon show good or weak reception?
6

Does the CV reception strength icon show no contract?

Weak
Reception Move vehicle outside
with a clear view of the
sky and then retry.

No
Contract

7

Check Remote Service Flag Information
DIAGNOSTIC ASSIST FUNCTION [CMU] -> Telematics communication
system linked information verification -> Flag Information
Is the remote service flag 1101 or 0000?

Disconnect/Reconnect
the 12V battery, retry
registering the vehicle
from the MyMazda app,
and repeat from Step 1.
If the retry result is NG,
proceed to the next step.

1101

proceed to the next step

0000

Disconnect/Reconnect
the 12V battery, retry
registering the vehicle
from the MyMazda app,
and repeat from Step 1.
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If the retry result is NG,
proceed to the next step.
Go to Mazda Connected Vehicle Viewer (MCVV) and check
communication line status.
Example of Open Completed

8

Example of Closed Completed

If a MyMazda App error code is displayed, go to the "MYMAZDA App
Connected Vehicle (CV) Error Codes" table and perform Confirmation/
Recovery.
Check the harness (including connectors / terminals) between TEL
antenna No. 1 and TCU.
9

10

11

Open
proceed to the next step
Completed

Disconnect/Reconnect
the 12V battery, retry
registering the vehicle
Closed
from the MyMazda app,
Completed
and repeat from Step 1.
If the retry result is NG,
proceed to the next step.

Yes

proceed to the next step

No

Repair or replace the
defective part and verify
repair.

Check the harness (including connectors / terminals) between TEL
antenna No. 2 and TCU.
• Check the relevant circuit. (Reference: Circuit inspection) (Reference:
Connector inspection)
• Is the circuit normal?

Yes

proceed to the next step

No

Repair or replace the
defective part and verify
repair.

Check for SIM abnormality
Move the vehicle outside with a clear view of the sky.
Check M-MDS PID values

Yes

Replace the TCU.

No

proceed to the next step

Yes

Replace anntena no.1.

No

proceed to the next step

Yes

Replace anntena no.2.

No

"proceed to the next step

• Check the relevant circuit. (Reference: Circuit inspection)
(Reference: Connector inspection)
• Is the circuit normal?

•
•

TEL1_ANT_6LVL
TEL2_ANT_6LVL

Are both values 0 (0 means out of service)?
*Note: Depending on the vehicle, ***6 LVL or ***3 LVL may be
displayed."
Check anntena no.1.
Move the vehicle outside with a clear view of the sky.
Check M-MDS PID value
12
•

TEL1_ANT_6LVL

Does TEL1_ANT_6LVL indicate 0?"
13

Check anntena no.2.
Move the vehicle outside with a clear view of the sky.

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Check M-MDS PID value
•

(in case of both anntena
value is not equal to 0)"

TEL2_ANT_6LVL

Does TEL2_ANT_6LVL indicate 0?"

Verify
Repair

• Install/connect parts that were removed / disconnected during
fault diagnosis.
• Has the problem been resolved?

Yes

Repair Complete.

No

Go to MGSS
MALFUNCTION
DIAGNOSIS FLOW
[CONTROLLER AREA
NETWORK (CAN)]
If CAN communication
has no problem, repeat
from step1 again.
If the problem is not
resolved, contact Hotline
for technical support.

Troubleshooting Instructions
Step

Inspection

Result

Action

Go to next step
Good
reception
1.

Check CV reception strength icon
Weak
reception

Move vehicle
outside with a clear
view of the sky and
then retry

CV enrollment
needed.
Go to Online
No Contract Enrollment

2.

Perform CMU/TCU Communication Connectivity Test.
Go to MGSS -> Diagnostic Assist Function -> Service Information -> TCU
Linked Information.
Perform:

OK

Go to next step

NG

Go to Step 5.

• CMU Communication Connectivity Test (CMU, TCU Connection)
• TCU Communication Connectivity Test (TCU, Carrier Connection)

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Is the TCU software at the latest software version?
(2019 Mazda3, Confirm CMU software is at the latest version)
Go to MGSS Diagnostic Assist Function -> Service Information -> TCU Linked
Information -> TCU Software Version

3.

Yes

Go to next step.

No

Update TCU
software

Go to MGSS -> Infotainment/TCU -> Telematics Communication Unit (TCU)
Updates and confirm at latest software version.
Check TCU CV Contract Status
a. Go to MCVV -> Select "Vehicle Communication Line Status Reference"
b. Enter VIN and then select "Search"
c. Is the Status Detail "Open Completed" or "Closed Completed"?
Example of Open Completed
4.
Example of Closed Completed

Open
Go to next step
Completed

CV enrollment
Closed
needed
Completed Go to Online
Enrollment

5.

If possible, complete the Dealer Connected Vehicle Questionnaire
Go to MGSS -> Mazda Connect Questionnaires -> Dealer Connected Vehicle Questionnaire

6.

If the problem is not resolved, contact Hotline for technical support.

Resources
Connected Vehicle Online Enrollment Information
1. Installing the MyMazda APP
2. Registering Your User Information
3. Registering Vehicle Information
4. Registering Connected Service
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WARRANTY INFORMATION
NOTE:
•
•
•
•

This warranty information applies only to verified customer complaints on vehicles eligible for warranty repair.
This repair will be covered under Mazda’s New Vehicle Limited Warranty term.
Additional diagnostic time cannot be claimed for this repair.
Actual time beyond 0.9 hours will require DSA or Preauthorization for non DSA dealers. Actual time over 3 hours
for DSA dealers will require Preauthorization.

Dealer Confirmation/Recovery
Warranty Type

A

Symptom Code

64

Damage Code

99

Part Number Main Cause
Quantity
Operation Number / Labor Hours:

5555-24-003A
0
YY844XRT

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