Troubleshooting

Mazda Bluetooth^® Hands-Free Customer Service

If you have any problems with Bluetooth^®, contact our toll-free customer service centre.

Australia

Phone: 1800-352-703 during business hours (10am―4pm Eastern Standard Time)

Web: www.mazdahandsfree.com.au
New Zealand

Web: www.mazdahandsfree.co.nz

Bluetooth^® Device pairing, connection problems

Symptom	Cause	Solution method
Unable to perform pairing	―	Make sure that the Bluetooth^® device is compatible with the Bluetooth^® unit, and that Bluetooth^® and Find Mode^*1 are on and the airplane mode is off in the Bluetooth^® device setting. Turn off the power of the Bluetooth^® device once, then turn it back on. If pairing is still not possible after this, contact an expert repairer, we recommend an Authorised Mazda Repairer or Mazda Bluetooth^® Hands-Free Customer Service.
Pairing cannot be performed again	The pairing information paired to the Bluetooth^® unit or device is not recognised correctly.	Perform pairing using the following procedure: Delete the applicable Bluetooth^® device on the Mazda Connect. Delete “Mazda” from the Bluetooth^® search screen of the Bluetooth^® device. Perform pairing again. If pairing is not possible after trying the procedure, turn off the power of the Bluetooth^® device once, then turn it back on. If pairing is still not possible after this, contact an expert repairer, we recommend an Authorised Mazda Repairer or Mazda Bluetooth^® Hands-Free Customer Service.
Unable to perform pairing	The Bluetooth^® function and the Find Mode/Visible setting^*1 on the device may turn off automatically after a period of time has elapsed depending on the device.	Check whether the Bluetooth^® function and the Find Mode/Visible setting^*1 on the device are turned on and pairing or reconnect.
Does not connect automatically when starting the engine
Automatically connects, but then disconnects suddenly
Disconnects intermittently	The device is in a location in which radio wave interference can occur easily, such as inside a bag in a rear seat, in a rear pocket of a pair of pants.	Move the device to a location in which radio wave interference is less likely to occur.
Does not connect automatically when starting the engine	The pairing information is updated when the device OS is updated.	Perform pairing using the following procedure: Delete the applicable Bluetooth^® device on the Mazda Connect. Delete “Mazda” from the Bluetooth^® search screen of the Bluetooth^® device. Perform pairing again. If pairing is not possible after trying the procedure, turn off the power of the Bluetooth^® device once, then turn it back on. If pairing is still not possible after this, contact an expert repairer, we recommend an Authorised Mazda Repairer or Mazda Bluetooth^® Hands-Free Customer Service.

Setting which detects the existence of a device external to the Bluetooth^® unit

When the OS of the device is updated, the pairing information may be deleted. If this happens, reprogramme the pairing information to the Bluetooth^® unit.
If you pair your phone which has already been paired to your vehicle more than once in the past, you need to delete “Mazda” on your mobile device. Then, execute the Bluetooth^® search on your mobile device once again, and pair to a newly detected “Mazda”.
Before you pair your device, make sure that Bluetooth^® is “ON”, both on your phone and on the vehicle.
If Bluetooth^®-enabled devices are used in the following locations or conditions, connection via Bluetooth^® may not be possible.
- The device is in a location hidden from the centre display such as behind or under a seat, or inside the glove compartment.
- The device contacts or is covered by a metal object or body.
- The device is set to power-saving mode.
Different Bluetooth^®-enabled devices can be used for Bluetooth^® Hands-Free and Bluetooth^® audio. For example, device A can be connected as a Bluetooth^® Hands-Free device and device B can be connected as a Bluetooth^® audio device. However, the following may occur when they are used at the same time.
- The Bluetooth^® connection of the device is disconnected.
- Noise occurs in the Hands-Free audio.
- Hands-Free operates slowly.

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Voice recognition related problems

Symptom	Cause	Solution method
Poor voice recognition	Excessive, slow speech. Excessive, forceful speech (shouting). Speaking before the beep sound has ended. Loud noise (speaking or noise from outside/inside vehicle). Airflow from A/C is blowing against the microphone. Speaking in off-standard expressions (dialect).	Regarding the causes indicated on the left, be careful with how you speak. In addition, when numbers are spoken in a sequence, recognition ability will improve if no stop is placed between the numbers.
False recognition of numbers
Poor voice recognition	There is a malfunction in the microphone.	A poor connection or malfunction with the microphone may have occurred. Consult an expert repairer, we recommend an Authorised Mazda Repairer.
Phone-related voice recognition is disabled	There is a problem with the connection between the Bluetooth^® unit and the device.	If there is any malfunction after checking the pairing situation, check for device pairing or connection problems.
Names in the phonebook are not easily recognised	The Bluetooth^® system is under a condition in which recognition is difficult.	By carrying out the following measures, the rate of recognition will improve. Clear memory from the phonebook which is not used very often. Avoid shortened names, use full names. (Recognition improves the longer the name is. By not using names such as “Mum”, “Dad”, recognition will improve.)
When operating the audio, a song name is not recognised	Song names cannot be recognised by voice.	―
You want to skip guidance	―	Guidance can be skipped by quickly pressing and releasing the talk button.

Regarding problems with calls

Symptom	Cause	Solution method
When starting a call, vehicle noise from the other party can be heard	For about three seconds after starting a call, the Bluetooth^® unit's Noise Suppression function requires time to adapt to the call environment.	This does not indicate a problem with the device.
The other party cannot be heard or the speaker's voice is quiet	The volume is set at zero or low.	Increase the volume.

Symptom	Cause	Solution method
The indication for the remaining battery is different between the vehicle and the device	The indication method is different between the vehicle and the device.	―
When a call is made from the vehicle, the telephone number is updated in the incoming/outgoing call record but the name does not appear	The number has not been registered into the phonebook.	If the number has been registered into the phonebook, the incoming/outgoing call record is updated by the name in the phonebook when the engine is restarted.
The cell phone does not synchronize with the vehicle regarding the incoming/outgoing call record	Some types of cell phones do not synchronize automatically.	Operate the cell phone for synchronization.
It takes a long time to complete the function for changing the language	A maximum of 60 seconds is required.	―