NHTSA ID Number: 11022725
Manufacturer Communication Number: SA-023-25b
TSB/Document Date: 2025-09-04
Summary
Some customers may complain about any of the following: 1. Infotainment Center Display does not provide the Authorization Code (OTP) during the MyMazda App Connected Vehicle enrollment. 2. Remote function(s) inoperative. Engine Start / Stop Door Lock / Unlock Lights ON / OFF Climate Control 3. MAZDA
CONNECT connected vehicle reception strength icon shows "X" or " ".
Status: Open Flag Setting Requested
Status Detail: Flag Setting Failed
b. go to No One
Time Passcode
(OTP) -> OTP
Troubleshooting > Step 2.
7
Status: Close Requested
Status Detail: Close Failed
Possible customer has
WiFi Contract.
The customer must
cancel WiFi contract.
8
TCU has history of enrollment
Status: Opened
Status Detail: Open Completed (with date)
9
OTP request successful.
If not, go to No One Time
Passcode (OTP) -> OTP
Troubleshooting -> Step
2.
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Opening the TCU Communication Line
Register Vehicle Information
1. Select “hamburger menu” on top right of screen
2. From the MYMAZDA dropdown, select My
Vehicles
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3. Select “menu” on top right of screen
4. Select "Add Vehicle"
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5. Select "SCAN VIN"
6. Select "SCAN"
NOTE: You can also manually enter the VIN if
preffered. Select "ENTER VIN"
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7. Select "NEXT"
8. Select "VALIDATE"
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9. Select "NEXT"
10. Enter Vehicle Name and select local dealer. Then
select "SUBMIT"
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11. Select "ENROLL"
12a. If the communication line is closed, this
message will appear advising the customer to wait
for the communication line to re-open
Authorization Code (OTP) is processing. This may
take up to 12 hours to complete.
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When the communication line re-opens, this
message will appear.
"Connectivity is Complete"
12.b
NOTE 1: If the Connected Vehicle Services free trial
period has ended,
there will be a pop-up notification, "Subscription
Required", requesting the customer to sign up for a
paid subscription plan.
Subscription Required
This pop-up notification will not disappear until
customer has paid for subscription plan through the
Mazda Connected Services Owner Portal.
Once customer has purchased a subscription plan, it
is recommended to close the app & re-login back into
MyMazda app to refresh the connected services
status.
Once system recognizes customer’s subscription
status (this could take up to 12 hours), the
“subscription required” pop-up will disappear.
NOTE 2: If the customer is having difficulty with the
Mazda Connected Services Owner Portal, refer the
customer to CEC at (800) 222-5500
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Registering Connected Service
13. Select "START"
14. Agree to the Terms & Conditions, then select
"AGREE"
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15. You will see a message stating "Activation
Process in Progress", Select "CLOSE"
16. You will receive a message saying "Connectivity
is Complete". OK to close this window. Go to next
step.
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17. Turn the ignition OFF for 10 minutes or longer.
18. Turn the ignition ON.
19. Check the Connected Vehicle reception strength
icon:
• Reception strength icon shows normal
strength. TCU is now active. Proceed to
Enrollment / Take-Over.
• Reception strength icon shows "X". TCU
activation is still processing. Repeat steps 17
-19.
NOTE:
• This step may need to be repeated a few
times until normal strength is shown.
• If steps 17-19 was repeated several times with
no change, disconnect 12V battery for 5-10
minutes, then recheck reception strength icon.
Diagnostic Information (ODR) Data Collection Procedure
1. ID the vehicle using MDARS
---
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2. Select "Toolbox"
3. Select Vehicle Icon
4. Expand "Collect Diagnostic
Information"
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5. Select Collecting diagnostic information
"Run".
6. Turn the ignition ON, then select "Next"
7. Wait for collection to complete.
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8. Confirm that the Diagnostic Information
(ODR) collection has been successful.
Select “Next” to exit.
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TCU / CMU Communication Connectivity Test
CX-5 and CX-9
Except CX-5 and CX-9
1. Press and hold the Volume knob, then press
and hold the Entertainment and Favorite buttons
at the same time for 3-5 seconds and the Factory/
Service Inspection screen will appear.
2. Select Service Information.
3. Select TCU Linked information.
4. Select CMU Communication Connectivity Test
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5. Select TCU Communication Connectivity Test
Is CMU and TCU Communication Connectivity
Test OK or NG?
• OK - Test complete. TCU communication
to server is good
• NG - Go to Mazda Connected Vehicle
Viewer (MCVV) One Time Passcode (OTP)
Troubleshooting
TCU Software Version Check
CX-5 and CX-9
Except CX-5 and CX-9
1. Press and hold the Volume knob, then press
and hold the Entertainment and Favorite buttons
at the same time for 3-5 seconds and the Factory/
Service Inspection screen will appear.
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2. Select Service Information.
3. Select TCU Linked information.
4. Scroll down to TCU Software Version and
confirm the software version is up to date. Go to
Telematics Communication Unit (TCU) Updates
Is the TCU software version correct?
• Yes: TCU Software Version Check is
complete.
• No: Go to Telematics Communication Unit
(TCU) Updates to update the TCU software
version.
TCU MEID Number Check
CX-5 and CX-9
Except CX-5 and CX-9
1. Press and hold the Volume knob, then press
and hold the Entertainment and Favorite buttons
at the same time for 3-5 seconds and the Factory/
Service Inspection screen will appear.
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2. Select Service Information.
3. Select TCU Linked information.
4. Document MEID Number
TCU Remote Service Flag Information Check
CX-5 and CX-9
Except CX-5 and CX-9
1. Press and hold the Volume knob, then press
and hold the Entertainment and Favorite buttons
at the same time for 3-5 seconds and the Factory/
Service Inspection screen will appear.
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2. Select Service Information.
3. Select TCU Linked information.
4. Scroll down to Flag Information.
Is the Flag Information 1101 - XXX or 0000 XXX?
• 1101... - Disconnect 12V battery for 1
hour, then retry connected vehicle
enrollment.
• 0000... - Contact Hotline for technical
support.
5. Scroll down to Remote Service Flag
Information.
Is the Remote Service Flag Information 1101...
or 0000...?
• 1101... - Disconnect 12V battery for 1
hour, then retry connected vehicle
enrollment.
• 0000... - Contact Hotline for technical
support.
or
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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”
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
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Go to step 4.
No - MCVV shows no customer enrollment
Go to next step 3.
Enroll into Connected Vehicle Connected Vehicle Online Enrollment Information
services.
1. Installing the MyMazda APP
3. NOTE: This step can be
2. Registering Your User Information
performed by dealer or
3. Registering Vehicle Information
customer.
4. Registering Connected Service
4. After enrollment, using the
MyMazda App, delete VIN.
a.
From the main screen, select menu.
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b.
From the MYMAZDA drop down, select My Vehicles
c.
Select Edit Vehicle
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d.
Select Delete Vehicle
5. Turn the ignition OFF and wait 5-10 minutes
Inform the customer that TCU is deactivated. Data communication is not being
Turn the ignition on and
transmitted from the vehicle
confirm that the connected
Note: The following functions have been disabled
6. vehicle
reception strength icon shows
• Connected Vehicle Services (Remote Functions, Find My Car....etc)
“X”
• In-car WiFi
• Recall Notifications
• Over the Air (OTA) software updates*
• Alexa*
• Hybrid Navigation*
CAUTION:
• If the customer has a Paid Subscription plan, the customer must go to
owners.mymazda.com and select Manage Billing > Cancel plan. The
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subscription will finish at the end of the current billing cycle, and you won't be
charged again.
• If a customer has an active In-Car Wi-Fi contract, the customer must contact
the carrier and cancel In-Car Wi-Fi service.
*Some Models
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Educational Videos
Overview
Using MyMazda App
In-car Wi-Fi hotspot
MyMazda remote
Notifications
Saftey features
Resources
Connected Vehicle Online Enrollment Information
1. Installing the MyMazda APP
2. Registering Your User Information
3. Registering Vehicle Information
4. Registering Connected Service
SA-017/25 - MAZDA CONNECTED SERVICES - FREQUENTLY ASKED QUESTIONS (FAQ)
SA-009/25 - MYMAZDA APP CONNECTED VEHICLE ERROR CODE DESCRIPTION AND RECOVERY
INFORMATION
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-023-25b
Replacement Service Bulletin Number:
MFR Communication Date: 2025-08-22
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: ENGINE
MFR Component System:
MFR Component Subsystem: MAZDA CONNECT
Previous TSB | Next TSB |
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