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

10/06/25, 08/21/25, 05/15/2
5 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 the Microsoft Forms Questionnaire. 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.
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.
○

○

○

○

○
○

○

Index:
No. 1 Blank Screen
No. 2 Rebooting
No. 3 Infotainment System Has No Sound
No. 4 Commander Switch Does Not Work
No. 5 Bluetooth device will not pair
No. 6 Incorrect GPS position
No. 7 Voice Recognition Does Not Work
No. 8 Cannot Make a Hands-Free Call
No. 9 Cannot Play Bluetooth Audio
No. 10 SiriusXM Inoperative and/or No Audio Sound
No. 11 Wireless Apple CarPlay/Android Auto will not connect
No. 12 How to Check CMU software version
No 13 How to Check VIN
No. 14 How to check the Navigation SD Card Map Software Version
No. 15 How to update the Navigation SD Card Map
No. 16 How to Check Navi SD Card VIN Lock
No. 17 How to Report Navigation Map Error or Missing Location
No. 18 Over the Air (OTA) CMU Software Update
No. 19 Infotainment Factory Reset
No. 20 Tech Tips

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No. 1 Blank Screen
Step

Inspection

Result

Action

Yes

Go to step 2.

No

Refer to MGSS - 360°VIEW
MONITOR IMAGES ARE NOT
TRANSPARENT [360°VIEW
MONITOR SYSTEM].

Yes

Normal Operation.

No

Go to step 3.

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

Yes

Go to MGSS for DTC
troubleshooting.

No

Go to step 4.

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

Yes

Go to step 5.

4

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.

6

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

Yes

USB device is not compatible.

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.

9

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

Yes

Go to step 10.

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.

1

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

CX-5, CX-9

2

3

Swap the CMU with good known vehicle. Is the screen
display normal?
11

Check / Replace the CMU.
Yes

IMPORTANT NOTE: CMUs are VIN-locked. When
swapping a CMU from a known good vehicle, always

• Retrieve CMU log data if
possible before replacing

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return it to the original vehicle after troubleshooting is
complete.

the CMU.
Important Note
• Document date and time of
the condition.
• If possible, complete the
Microsoft Forms
Questionnaire. 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.

No. 2 Rebooting
Step

Inspection

Result

Action

1

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

Yes

Go to MGSS for DTC troubleshooting.

No

Go to step 2.

2

Is the vehicle equipped with a Navi SD map
card?

Yes

Go to step 3.

No

Go to step 6.

Does the reboot continue after removing the
Navigation SD card?

Yes

Go to step 6.

No

Go to step 4

Is the customer vehicle listed below:

Yes

Go to step 5

No

Go to step 6

Yes

Repair complete.

5.

Advise the customer to go to Mazda Toolbox -->
"How to Update" --> "For Windows" --> "See
how to update Map data (for Windows), scroll
down and perform "How to verify and recover
the SD card data".
Did the procedure resolve the concern?

No

Check / Replace the Navigation SD card.

Yes

Go to step 7.

6

Check CMU software version. Go to MGSS -->
Infotainment/TCU --> MAZDA CONNECT
Updates).

No

Update the CMU software version and
then retest.

3

4

•
•
•
•

2024-2025 CX-90 (KK)
2024-2025 CX-5 (KF)
2024-2025 CX-30 (DM)
2024-2025 Mazda3 (BP)

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Is the CMU software at the latest verion?
7

Is there a device connected to the USB port?

8

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

Yes

Go to step 8.

No

Go to step 9.

Yes

USB device is not compatible.

No

Go to step 9.

Yes

Go to step 10.
Check / Replace the CMU.
• Retrieve CMU log data if possible
before replacing the CMU.
Important Note
• Document date and time of the
condition.
• If possible, complete the Microsoft
Forms Questionnaire. Go to MGSS
-> Infotainment -> MAZDA
CONNECT Questionnaire.
• See Warranty Information Note.
○

9

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

No

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

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