BULLETIN NOTES
This Service Alert supersedes the previously issued SA listed below. The changes are noted in Red text.
Previous SA:

Date(s) Issued:

Previous SA:

Date(s) Issued:

SA-012/25

05/15/25 and 02/27/25

SA-027/21

12/21/21, 09/28/21, 06/24/2
1 and 04/07/21

SA-006/24

09/10/24, 08/05/24, 02/12/2
4 and 02/01/24

SA-027/20

10/16/20, 09/22/20, 09/11/2
0, 07/16/20, 06/23/20, 04/08
/20, 03/19/2020 and 02/11/2
0

SA-005/23

05/31/23 and 01/19/23

SA-042/19

12/12/19 and 09/25/19

SA-004/22

12/14/22, 10/04/22, 09/08/2
2, 08/24/22, 06/09/22, 05/12
/22, 04/04/22 and 02/01/22

APPLICABLE MODEL(S)/VINS:
2019-2026 Mazda3

2021-2023 CX-9

2024-2026 CX-90 (All)

2020-2026 CX-30

2022-2023 MX-30

2024-2026 MX-5

2021-2025 CX-5

2023-2026 CX-50 (All)

2025-2026 CX-70 (All)

DESCRIPTION
Customers having MAZDA CONNECT concerns should have their vehicle repaired using the following repair procedure.
REPAIR PROCEDURE
NOTE: Before proceeding:
•
•
•
•

Document the vehicle's current MAZDA CONNECT CMU software version.
2019-2022 Models - Go to TSB 16-003/23 and confirm the CMU Serial Number is not within the affected range.
Document customer device Brand/Model/Model Number/software version on the repair order.
Confirm that the Connectivity Master Unit (CMU) is updated to the latest software version.
Go to MGSS -> Infotainment -> MAZDA CONNECT Updates
• If possible, complete any one of the Microsoft Forms Questionnaires. Go to MGSS -> Infotainment -> MAZDA
CONNECT Questionnaire.
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• Confirm that the customer's device is compatible. Go to connect.mazda.com -> Support -> Compatibility.
• Confirm that the customer's device is updated to the latest software version.
• If CMU log data collection is necessary, collect the data and continue troubleshooting using this document. If no
failure is found, release the vehicle to the customer and inform them that the infotainment system data is being
analyzed. Hotline will contact you at a later date with the results.
IMPORTANT NOTE:
Date and Time of the concern is required for data analysis.
Document Date and Time of the concern on the Repair Order and Siebel Hotline file.
If Date and Time of the concern is unknown, please provide an approximate date (within a 5-day
period).
If Date and Time of the concern cannot be obtained, no need to collect CMU log data.
Customer MAZDA CONNECT Questionnaire is available to assist you in obtaining Date and Time of
the concern (provide link to the customer).
• Apple Carplay/Android Auto FAQ, go to SA-026/22.
• If you suspect a counterfeit Navi SD card, ask the customer for proof of purchase.
IMPORTANT NOTE: If it cannot be determined to be counterfeit by visually looking at the label (the
counterfeit label is perfect) and Mazda Toolbox is used, the VIN may be locked-out if a counterfeit
SD card is detected and NNG will need to be contacted to unlock the VIN when a genuine Mazda SD
card is purchased. See No. 12 How to update the Navigation SD Card Map.
○

○

○

○

○
○

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Index:
No. 1 Blank Screen
No. 2. Rear View Camera is not displayed
No. 3 Rebooting
No. 4 Infotainment System Has No Sound
No. 5 Commander Switch Does Not Work
No. 6 Bluetooth device will not pair
No. 7 Incorrect GPS position
No. 8 Voice Recognition Does Not Work
No. 9 Cannot Make a Hands-Free Call
No. 10 Cannot Play Bluetooth Audio
No. 11 SiriusXM Inoperative and/or No Audio Sound
No 12 How to Check VIN
No. 13 How to check the Navigation SD Card Map Software Version
No. 14 How to update the Navigation SD Card Map
No. 15 How to Check Navi SD Card VIN Lock
No. 16 How to Report Navigation Map Error or Missing Location
No. 17 Over the Air (OTA) CMU Software Update
No. 18 Infotainment Factory Reset
No. 19 Tech Tips

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No. 1 Blank Screen
Step
1

Inspection

Result

Shift Transmission lever into Reverse. Is the Rear
View Camera displayed?
Press and hold the Power Button. Is the screen
displayed correctly?
Mazda3, CX-30, MX-30

Action

Yes

Go to step 2.

No

Refer to No. 2. Rear View Camera is
not displayed.

Yes

Normal Operation.

No

Go to step 3.

CX-5, CX-9

2

3

Using M-MDS, are any infotainment system DTC's
stored?

Yes

Go to MGSS for DTC troubleshooting.

No

Go to step 4.

Yes

Go to step 5.

4

Check CMU software version. Go to MGSS -->
Infotainment/TCU --> MAZDA CONNECT Updates
).
Is the CMU software at the latest verion?

No

Update the CMU software version and
then retest.

5

Is there a device connected to the USB port?

Yes

Go to step 6.

No

Go to step 7.

Yes

USB device is not compatible.

6

Disconnect the USB device. Does the display
function properly after USB device is
disconnected?

No

Go to step 7.

7

Is the connector for the Center Display inserted
correctly?

Yes

Go to step 8.

No

Insert the connector correctly.

8

Are the connectors for the CMU inserted correctly?

Yes

Go to step 9.

No

Insert the connectors correctly.

Is the CMU voltage out (PWR CTRL OUT)
at 0920-101A Terminal 1S, SB wire, of the CMU
normal?

Yes

Go to step 10.

9

No

Go to step 11.

10

Swap the Center Display with good known vehicle.
Is the screen display normal?

Yes

Check / Replace the Center Display.

No

Go to step 11.
Check / Replace the CMU.

11

Swap the CMU with good known vehicle. Is the
screen display normal?

Yes

• Retrieve CMU log data if
possible before replacing the
CMU.
Important Note
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• Document date and time of the
condition.
• If possible, complete any one of
the Microsoft Forms
Questionnaires. Go to MGSS ->
Infotainment -> MAZDA
CONNECT Questionnaire.
• See Warranty Information Note.

No

Repair / Replace wiring harness. Go to
MGSS View Content -> Wiring Diagram
-> Body and Accessories ->
Entertainment System.

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No. 2 Rear View Camera is not displayed
Step

Inspection

Result

Action

Using M-MDS, are any
infotainment system DTC's
stored?

Yes

Go to MGSS for DTC diagnosis.

1

No

Go to step 2.

2

Is the vehicle equipped with 360
View Monitor?

Yes

Go to step 3.

No

Go to step 4.

3

Is the Front Camera and Side
Cameras displayed normally?

Yes

Check / Replace the 360 View Monitor control unit.

No

Go to step 4.

4

Are images other than the Rear
View Camera displayed?

Yes

Go to step 5.

No

Go to No. 1 Blank Screen.

Yes

Go to step 6.

5

Go to No 11 How to Check VIN
Does the VIN match to customer
vehicle VIN?

No

Swap CMU(s) to correct vehicle(s) or replace CMU.

6

Is the connector for the Rear View
Camera Inserted correctly?

Yes

Go to step 7.

No

Insert the connector correctly.

7

Is the connector for the Center
Display Inserted correctly.

Yes

Go to step 8.

No

Insert the connector correctly.

8

Are the connectors for the CMU
Inserted correctly.

Yes

Go to step 9.

No

Insert the connectors correctly.

9

Swap the Rear View Camera with
good known vehicle. Is the screen
display normal?

Yes

Check / Replace the Rear View Camera
See TSB 09-021/19.

No

Go to Step 10.
Check / Replace the CMU.

Swap the CMU with good known
10 vehicle. Is the screen display
normal?

Yes

No

• Retrieve CMU log data if possible before
replacing the CMU.
Important Note
• Document date and time of the condition.
• See Warranty Information Note.
○

Repair / Replace wiring harness. Go to MGSS View
Content -> Wiring Diagram -> Body and Accessories ->
Entertainment System.

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No. 3 Rebooting
Step

Inspection

Result

Action

1

Using M-MDS, are any infotainment
system DTC's stored?

Yes

Go to MGSS for DTC diagnosis.

No

Go to step 2.

2

Does the reboot continue after
removing the Navigation SD card?

Yes

Go to step 3.

No

Check / Replace the Navigation SD card.

Yes

Go to step 4.

3

Check CMU software version. Go to
MGSS --> Infotainment/TCU -->
MAZDA CONNECT Updates).
Is the CMU software at the latest
verion?

No

Update the CMU software version and then retest.

4

Is there a device connected to the
USB port?

Yes

Go to step 5.

No

Go to step 6.

Disconnect the USB device. Does
the reboot stop after USB device is
disconnected?

Yes

USB device is not compatible.

5

No

Go to step 6.

Yes

Go to step 7.
Check / Replace the CMU.

6

Does the reboot continue after
ignition key OFF then back ON?

• Retrieve CMU log data if possible before
replacing the CMU.
Important Note
• Document date and time of the condition.
• If possible, complete any one of the Microsoft
Forms Questionnaires. Go to MGSS ->