Connectivity Master Unit/Hands-Free BLUETOOTH Module/Text Messaging Troubleshooting Procedure And Part Exchange Process (09-042/08)

Publication date: 2020-11-17
Reference number: 09-042/08
Supersedes refnos: 09-007/10, 09-007/19, 09-008/11, 09-009/16, 09-014/12, 09-019/13, 09-020/18, 09-036/20, 09-039/14

CONNECTIVITY MASTER UNIT/HANDS-FREE BLUETOOTH MODULE/TEXT MESSAGING TROUBLESHOOTING PROCEDURE AND PART EXCHANGE PROCESS

TECHNICAL SERVICE BULLETIN

Reference Number(s): 09-036/20, Date of Issue: November 17, 2020

MAZDA:

2016-2021 CX-3; 2007-2021 CX-9; 2009-2021 Mazda6; 2013-2021 CX-5; 2010-2018Mazda3; 2009-2021 MX-5; 2009-2012 CX-7; 2008-2015 Mazda5; 2009-2011 RX-8

Superceded Bulletin(s): 09-007/19, Date of Issue: 01/29/2019 and 01/14/2019, 09-014/12, Date of Issue: 03/16/2012 and 08/10/2012, 09-020/18, Date of Issue: 04/05/2018, 06/20/2018 and 10/10/2018, 09-008/11, Date of Issue: 02/23/2011, 09-009/16, Date of Issue: 02/17/2016 and 05/01/2016, 09-007/10, Date of Issue: 02/08/2010, 09-039/14, Date of Issue: 09/09/2014, 09-042/08, Date of Issue: 12/23/2008, 09-019/13, Date of Issue: 06/14/2013

BULLETIN NOTES

This bulletin supersedes the previously issued bulletin(s) listed below. The changes are noted below.

PREVIOUSLY ISSUED BULLETIN LIST

Previous TSBs:	Date(s) Issued:
09-007/19	01/29/2019 and 01/14/2019
09-014/12	03/16/2012 and 08/10/2012
09-020/18	04/05/2018, 06/20/2018 and 10/10/2018
09-008/11	02/23/2011
09-009/16	02/17/2016 and 05/01/2016
09-007/10	02/08/2010
09-039/14	09/09/2014
09-042/08	12/23/2008
09-019/13	06/14/2013

APPLICABLE MODEL(S)/VINS

2016-2021 CX-3	2007-2021 CX-9	2009-2021 Mazda6
2013-2021 CX-5	2010-2018 Mazda3	2009-2021 MX-5
2009-2012 CX-7	2008-2015 Mazda5	2009-2011 RX-8

Applies to models equipped with Hands-Free Bluetooth or MAZDA CONNECT

DESCRIPTION

Some vehicles may exhibit a Connectivity Master Unit (CMU), a BLUETOOTH® hands-free unit or text messaging related concerns.

To improve the handling of BLUETOOTH® hands-free and/or text messaging customer concerns, Mazda created a special service and parts exchange program as of February 2010.

Customers experiencing related concerns should have their vehicle and/or device inspected according to the following procedure.

REPAIR PROCEDURE

Verify customer concern.
Verify that the customer has provided the correct phone or device.

Confirm the device compatibility by web or smartphone.

	Go to:
By Web	infotainment.mazdahandsfree.com
By Smartphone	MyMazda app; press MAZDA CONNECT

NOTE:

When checking compatibility, be aware that phones may be approved for some functions but not for others.
Scroll down to make sure there are no red X's in the compatibility list.
Check the phone model number; compatibility can vary by the phone company version.

Check MGSS Online (Mazda Service Support System) for related service bulletins and service alerts.
If the steps above did not resolve the customer's concern, contact Mazda Hands-Free System Customer Care at (800) 430-0153 to review the concern further.
NOTE:
- If for any reason there was a mis-communication regarding the concern written on the RO, the Mazda Hands-Free System Customer Care representative can clarify it.
- If Mazda Hands-Free System Customer Care has provided you an Authentication Number (case number), they have determined there could be a problem with the hands-free module or the CMU. However, an Authentication Number does not mean automatic module replacement. Proceed to next step.
Troubleshoot the vehicle according to the instruction on MGSS online (Body and Accessories On-Board Diagnostics).
- If the cause cannot be determined through MGSS online service information, contact the Mazda Technical Hotline at (888) 832-8477 for assistance and support.
NOTE:
- The Mazda Technical Assistance Hotline does not provide authorization for warranty or parts ordering.
- Vehicles equipped with MAZDA CONNECT, upload the MAZDA CONNECT CMU Data to a USB drive and have it available to attach to Siebel prior to calling Hotline.
- If it is determined that a replacement CMU or hands-free module is required, proceed to next step.
- NOTE: Provide the Authentication Number to your parts dept. so they can order the part.
Replace the CMU or hands-free module according to MGSS online Removal/Installation instructions.
Verify the repair.

PARTS INFORMATION

Review the points below when ordering a CMU or hands-free Bluetooth unit:

NOTE:

Use the Mazda Hands-Free System Customer Care Authentication Number to place the order with United Radio for the part exchange.
Example of the United Radio online order form, Authentication Number entry is shown below:
It is not necessary to call United Radio directly, place the order online, via the United Radio Website.

Access the United Radio Website using either one of the links below:

Go to: https://portal.mazdausa.com/dealershome/service_parts/dag/exchange_page_1.htm Then select "United Radio Website" and log in.

Go to: http://Dealers.mazdausa.com/ Then select "Parts and Accessories" - "Parts" - "Exchange Central" - "Ordering" - "United Radio Website" and log in.

WARRANTY INFORMATION

NOTE: For this TSB only, dealers may use actual time (up to a maximum of 0.9 hr.) to cover any necessary diagnostic time.