NHTSA ID Number: 11022718
Manufacturer Communication Number: SA-012-25b
TSB/Document Date: 2025-09-04
Summary
Customers having MAZDA
CONNECT concerns should have their vehicle repaired using the following repair procedure.
• See Warranty Information Note.
○
Go to No. 8 Voice Recognition Does Not Work.
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No. 10 Cannot Play Bluetooth Audio
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
Is Bluetooth enabled on the customers
device?
Yes
Go to step 3.
No
Enable Bluetooth on the customers device.
Is the customers device data service
strength good?
Yes
Go to step 4.
3
No
Move to a location where data service strength
is good and retest.
Is the customers device battery strength
good?
Yes
Go to step 5.
4
No
Connect the customers device to a charger or
recharge the device, then retest.
5
Is the customers device paired to the
vehicle?
Yes
Go to step 6.
No
Pair the customers device to the vehicle.
Is the customers device selected in
MAZDA CONNECT settings?
Yes
Go to step 7.
6
No
Select the customers device from Bluetooth
settings.
Delete the device from MAZDA
CONNECT and then re-pair it.
Does Bluetooth work correctly?
Yes
Normal Operation.
7
No
Go to step 8.
Go to connect.mazda.com -> Support ->
Compatibility.
Is the customers device compatible?
Yes
Go to step 9.
8
No
The customers device is not compatible.
9
Does the same symptom occur on another
same model/year vehicle?
Yes
Go to step 10.
No
Go to step 11.
10
Reboot the customers device. Does
Bluetooth work correctly?
Yes
Vehicle operation is normal.
No
Go to step 11.
Yes
Move the Bluetooth device away from hidden
location.
No
Go to step 12.
Yes
Move the Bluetooth device away from metal
objects.
No
Go to step 13.
Yes
Disconnect other USB device.
Is the Bluetooth device in a place where
radio waves may be blocked?
11
(Behind or under a sheet, in a box, in a
purse/bag, ext.)
12
Is the Bluetooth device contacting or
blocked by metal objects?
Is a Bluetooth device and a USB device
13
connected at the same time?
Check / Replace the CMU.
No
• Document date and time of the condition.
• Retrieve CMU log data if possible before
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replacing the CMU.
Important Note
• Retrieve CMU backup data if possible
before replacing the CMU.
• If necessary, contact Hotline for
additional support.
• See Warranty Information Note.
○
No. 11 SiriusXM Inoperative and/or No Audio Sound
Step
1
2
Inspection
Using M-MDS, are any infotainment system DTC's stored?
Using eMDCS, is the vehicle equipped with SiriusXM?
Result
Yes
No
Go to step 2.
Yes
Go to step 3.
No
Inspection complete. Notify
the customer that the vehicle
is not equipped with
SiriusXM.
From the main menu,
•
•
•
•
3
4
Select Entertainment
Select Menu
Select Source List
Select SiriusXM
No issue on vehicle side.
Yes
Is Ch. 001 SiriusXM visible and has audio sound?
Using eMDCS, is there any history of a Remote Tuner
replacement?
•
•
•
•
Select Entertainment
Select Menu
Select Source List
Select SiriusXM
Go to step 6 and retrieve
SiriusXM Radio ID and
provide it for the customer.
Then advise the customer to
contact SiriusXM at 844 7118800 for support.
No
Go to step 4.
Yes
Go to step 5.
No
Go to step 6.
Yes
Possible Cause: The
Remote Tuner was previous
swapped from another
vehicle.
From the main menu,
5
Action
Go to MGSS for DTC
diagnosis
Note: Remote Tuners are
VIN locked, so they cannot be
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Is the following Siruis XM screen displayed with:
swapped from another
vehicle.
• No Channel List?
• No Audio Sound?
• Blank data as shown below?
Repair Options:
1. Retrieve the original
Remote Tuner and
install it, then return to
step 3.
2. Replace the Remote
Tuner, then go to step
6.
No
Go to step 6.
Retrieve SiriusXM Radio ID
•
•
•
•
•
•
6.
Select Entertainment
Select Menu
Select Source List
Select SiriusXM
Select Channel List
Select Ch. 000: RADIO ID
Go to step 7.
Document SiriusXM Radio ID
Provide the SiriusXM Radio ID from step 6 to the customer
and advise the customer to contact SiriusXM at 844 7118800
Yes
Repair Complete.
No
Contact Hotline for additional
support.
If the Remote Tuner was replaced, inform the SiriusXM
agent so that they can register the new SiriusXM Radio ID to
the VIN (see SA-038/25).
7
Is Ch. 001 SiriusXM now visible and has audio sound?
No. 12 How to Check VIN
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1
Use MGSS DIAGNOSTIC ASSIST
FUNCTION and select Diagnostic Test.
2 Select Vehicle Information verification.
3 Document the VIN.
4 Does the VIN match the vehicle?
Yes
Inspection Complete.
No
Swap CMU(s) to correct vehicle(s) or
replace CMU.
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No. 13 How to check the Navigation SD Card Map Software Version
2024 CX-90 Example shown below:
Navigation Map Software Version 21Q207082C
Website shows available map software version 23Q2 and release date
1. From main infotainment
Dec, 2023.
screen, select "Navigation"
2. Select "Menu"
3. Select "Travel Information"
4. Select "About"
5. Navigation Map Software
Version is displayed
Navigation Map Software Version Updated to 23Q2
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No. 14 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:
• Gen 7 Infotainment uses 2 different Mazda Toolboxes. Go to MGSS --> Infotainment/TCU -> Navigation Map Updates to select the correct Mazda Toolbox.
• No map update available for CX-70, 2024-Current MX-5. Navi SD Card replacement only.
These vehicles are equipped with a Hybrid Navigation system.
○
License Error
message in Mazda
Toolbox
Customer is locked out of map update on Mazda Toolbox due to unauthorized or
counterfeit navigation SD card.
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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.
No. 15 How to Check Navi SD Card VIN Lock
Go to:
• Except CX-70, CX-90, 2024-Current MX-5 - Mazda Toolbox (Version 5)
• CX-90 - Mazda Toolbox
NOTE: No map update available for CX-70, 2024-Current MX-5. Navi SD Card replacement
only.
These vehicles are equipped with a Hybrid Navigation system.
○
○
Navi SD Card VIN
Unlocked
(VIN is blank)
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Navi SD Card VIN
Locked
(VIN is present)
No. 16 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.
No. 17 Over the Air (OTA) CMU Software Update
• CX-50 only (other models will Push notification (Information icon “i”) - System checks every 7 days
follow)
• Available after MGSS CMU
software 7000C0A-NA05_
11014 update.
• MAZDA CONNECT OTA
Update Instructions
• Requires a clear view of the
sky
• Soft Update Only
• Software fix details are not
provided (Details provided on
MGSS)
No. 18 Infotainment Factory Reset
Infotainment Factory Reset
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1. From the Main Menu, go to "Setting"
2. Select "System Settings"
3. Select "Restore All Factory Settings"
Note: This will remove all customer personal
information and restore all settings to the
factory defaults.
4. Select "Restore"
5. After Restoring is complete, the system
will reboot.
No. 19 Tech Tips
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1 Outside iPhone
caller experiences
poor sound quality
(wind noise, air
noise, static, hissing
sound.......ect)
Outside iPhone Caller Setting
Outside iPhone Caller Setting, during
a call
Outside iphone caller sound quality can
be improved by changing the Audio &
Video settings to "Voice Isolation*"
Outside iphone caller sound quality can
1. Go to Settings
be improved by changing the Audio &
2. Select "Accessibility"
Video settings to "Voice Isolation*"
1. During your call, swipe down from the
top-right corner of your screen to open
Control Center.
2. Select Phone Controls
3. Select "Audio & Visual"
3. Select Voice Isolation*
4. Enable "Add Voice Isolation"
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* To use Voice Isolation during a phone call, you need:
• iOS 16.4 or later.
iPhone XR, iPhone XS models, and later
○
WARRANTY INFORMATION
NOTE: CMU replacement with older software version and/or without proper troubleshooting documentation may result in
a warranty claim debit.
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TSB/Document ID: SA-012-25b
Replacement Service Bulletin Number:
MFR Communication Date: 2025-08-21
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: UNKNOWN OR OTHER
MFR Component System:
MFR Component Subsystem: MAZDA CONNECT
Previous TSB | Next TSB |
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