Troubleshooting

AM, FM and SiriusXM^® (Some Models) use-related issues

Symptom	Cause	Solution method
No response even though , on the steering switch is pressed.	These buttons are for selecting radio stations in the order of the items registered to your Favourites. If there are no items registered to your Favourites, the buttons will not function.	Register one or more items to your Favourites. Refer to Favourites (Search).
SiriusXM^® loads slowly. (Some Models)	Since SiriusXM Travel Link^® receives data from geo-synchronous satellites and the data is transmitted at preset intervals. When the system is loading the SiriusXM^® data in the background, there may be occasions when the SiriusXM^® function is waiting on data before it can be accessed.	Allow time for SiriusXM Travel Link^® to complete the loading of the SiriusXM^® data.

Symptom

Cause

Solution method

No response even though , on the steering switch is pressed.

These buttons are for selecting radio stations in the order of the items registered to your Favourites. If there are no items registered to your Favourites, the buttons will not function.

Refer to Favourites (Search).

SiriusXM^® loads slowly. (Some Models)

Since SiriusXM Travel Link^® receives data from geo-synchronous satellites and the data is transmitted at preset intervals. When the system is loading the SiriusXM^® data in the background, there may be occasions when the SiriusXM^® function is waiting on data before it can be accessed.

Allow time for SiriusXM Travel Link^® to complete the loading of the SiriusXM^® data.

Problems related to USB Audio and Bluetooth^® Audio

Symptom	Cause	Solution method
USB Audio No music playback.	A USB device incompatible with mass storage is connected.	Connect a USB device compatible with mass storage.
	A USB hub is being used.	Connect without using the USB hub.
	A USB device formatted by a file system incompatible with Mazda Connect is connected.	Connect a USB device formatted by FAT16 and FAT32.
A music file cannot be found.	The folder hierarchy is deeper than 8-layers.	This unit cannot display or play files with a folder hierarchy deeper than 8-layers. Save files within an 8-layer hierarchy.

Apple CarPlay use-related issues

Symptom	Cause	Solution method
Apple CarPlay cannot be activated even though an Apple-genuine connector cord is inserted into the USB port and it is connected to my iPhone. Or, the error message, “Unable to connect to Apple CarPlay.” is displayed.	There is mis-communication between the vehicle's audio system and your iPhone.	Disconnect the connector cord from the USB port once and then reconnect it.
	The Device Connection Status of the connected iPhone has been set to “Never Enabled”.	Set the Device Connection Status to “Always Enable” or “Enable Once”.
	Apple CarPlay is already activated using another iPhone.	If Apple CarPlay is already activated using another iPhone, Apple CarPlay cannot be used with an additional iPhone. Disconnect Apple CarPlay once and then reconnect it to the iPhone you want to use to activate Apple CarPlay.
The icon of the application I want to use is not displayed on the home screen of Apple CarPlay.	Only applications compatible with Apple CarPlay are displayed on the screen.	Contact the application's supplier.
Voice recognition using Siri is poor or incorrect for commands or contact names.	There are many possible reasons for this such as: Poor network connectivity Road noise/sound of air blowing from air conditioner Incorrect iPhone language setting	Use the commander switch to complete the task or wait until there is sufficient network connectivity before using Siri again. For better voice recognition, speak loud and clear. Make sure that the iPhone language is set correctly (Example: US English vs UK English). If you are still having difficulty using Siri, visit the Apple support site or contact Apple.
There is a difference in the audio volume between Bluetooth^® audio and Apple CarPlay.	―	Check the volume of the audio on the device connected via Bluetooth^®. The volume on some devices connected via Bluetooth^® can be adjusted.
Apple CarPlay is activated each time an Apple-genuine connector cord connected to your iPhone is inserted into the USB port. (You have an iPhone which you do not want to use to activate Apple CarPlay)	The Device Connection Status of the connected iPhone is set to “Always Enable”.	Set the Device Connection Status to “Never Enabled” or “Always Ask”.

Android Auto™ use-related issues

Symptom	Cause	Solution method
The Android Auto™ mode does not launch even though the Android™-genuine connector cord is inserted into the USB port and it is connected to my Android™ Smartphone.	The Android Auto™ application has not been downloaded to your Android™ Smartphone.	To use Android Auto™ with your vehicle, the Android Auto™ application is required on your Android™ Smartphone. Download the Android Auto™ application from the Google Play™.
Android Auto™ mode cannot be activated even though an Android™-genuine connector cord connected to my Android™ Smartphone is inserted into the USB port. Or, the error message, “Android Auto ended due to a Bluetooth communication error.” is displayed.	There is mis-communication between the vehicle's audio system and your Android™ Smartphone.	Disconnect the connector cord from the USB port once and then reconnect it.
	Your Android™ Smartphone cannot be paired because another device is connected via Bluetooth^®.	Disconnect the other device's Bluetooth^® connection, disconnect the connector cord of the Android™ Smartphone from the USB terminal once, and then reconnect it.
	The Device Connection Status of the connected Android™ Smartphone is set to “Never Enabled”.	Set the “Device Connection Status” to “Always Enable” or “Enable Once”. Refer to Connectivity Settings (Search).
	Android Auto™ mode is already activated using another Android™ Smartphone.	If Android Auto™ mode is already activated using another Android™, Android Auto™ mode cannot be used with an additional Android™ Smartphone. Disconnect Android Auto™ mode once and then reconnect it to it the Android™ Smartphone you want to use with Android Auto™ mode.
The icon of the application I want to use is not displayed on the home screen while in Android Auto™ mode.	Only applications compatible with Android Auto™ are displayed on the screen.	Contact the application's supplier.
Voice recognition is poor or incorrect. Voice recognition responds slowly or it does not work.	―	If you are having difficulty using the voice recognition, visit the Android Auto™ support site or contact Google™.
There is a difference in the audio volume between Bluetooth^® audio and Android Auto™.	―	Check the volume of the audio on the device connected via Bluetooth^®. The volume on some devices connected via Bluetooth^® can be adjusted.
Android Auto™ is activated each time an Android™-genuine connector cord connected to your Android™ Smartphone is inserted into the USB port. (You have an Android™ Smartphone which you do not want to use to activate Android Auto™ mode)	Set the “Device Connection Status” of the connected Android™ Smartphone to “Always Enable”.	Set the “Device Connection Status” to “Never Enabled”. Refer to Connectivity Settings (Search).

Mazda Bluetooth^® Hands-Free Customer Service (Some Models)

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

Website: https://connect.mazda.com/en/
U.S.A.

Phone: 800-430-0153 (Toll-free)
Canada

Phone: 800-430-0153 (Toll-free)
Mexico

Centre of Attention to Client (CAC)

Phone: 01-800-01-MAZDA (Toll-free)
Australia
New Zealand
Germany

Phone: 0800 4263 738 (8:00―18:00 Central European Time)
Europe (Except Germany)

Phone: 00800 4263 7383 (8:00―18:00 Central European Time)
Worldwide

Phone: 49 721 5099 8198 (8:00―18:00 Central European Time)

Problems with pairing and connecting Bluetooth^® devices

Bluetooth^® operations differ depending on the settings of the Bluetooth^® device being used.
If your Bluetooth^® device no longer operates normally, refer to the device’s owner's manual.

Symptom	Cause	Solution method
Unable to perform pairing	―	Refer to the website to check whether or not your Bluetooth^® device is compatible with Mazda Connect. Make sure that Bluetooth^® and Find Mode^*1 are turned on in the Bluetooth^® device’s settings. Additionally, make sure that Airplane mode is turned off. Turn off the Bluetooth^® device’s power once and then turn it back on. If pairing is still not possible after this, contact an expert repairer (we recommend an Authorised Mazda Repairer).
Pairing cannot be performed again	Pairing information registered to this unit or your Bluetooth^® device is not recognised correctly.	Perform pairing using the following procedure: Delete the target 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 using the above procedure, turn off the Bluetooth^® device’s power once and then turn it back on. If pairing is still not possible after this, contact an expert repairer (we recommend an Authorised Mazda Repairer).
Automatically connects, but then disconnects suddenly	Depending on the Bluetooth^® device, Bluetooth^® and Find Mode^*1 may turn off automatically after a period of time has passed.	Make sure that Bluetooth^® and Find Mode^*1 are turned on and reconnect. Turn off the Bluetooth^® device’s power once and then turn it back on.
Does not connect automatically when starting the engine	The programmed pairing information is updated when the Bluetooth^® device’s OS is updated.	Perform pairing using the following procedure: Delete the target 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 using the above procedure, turn off the Bluetooth^® device’s power once and then turn it back on. If pairing is still not possible after this, contact an expert repairer (we recommend an Authorised Mazda Repairer).
Does not connect automatically when starting the engine	Depending on the Bluetooth^® device, Bluetooth^® and Find Mode^*1 may turn off automatically after a period of time has passed.	Make sure that Bluetooth^® and Find Mode^*1 are turned on and reconnect. Turn off the Bluetooth^® device’s power once and then turn it back on.
Disconnects intermittently	The Bluetooth^® device is in a location where reception interference can occur easily, such as inside a bag on a rear seat or in a rear pocket of a pair of pants.	Move the Bluetooth^® device to a location where radio wave interference is less likely to occur. Turn off the Bluetooth^® device’s power once and then turn it back on.

Setting for making the presence of a Bluetooth^® device detectable from the outside.

Voice recognition related problems

Symptom	Cause	Solution method
Poor voice recognition False recognition of numbers	You are speaking excessively slow You are speaking in an excessively forceful voice (Shouting) Airflow from the air conditioner is blowing against the microphone You are using 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. Turn off the Bluetooth^® device’s power once and then turn it back on.
Poor voice recognition False recognition of numbers	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).
When a voice command is made during voice guidance, the voice recognition is poor.	The Guidance Volume setting value is too high.	The recognition accuracy improves by setting the Guidance Volume to the 50 level or lower.
Names in the phonebook are not easily recognised	It is difficult for the system to recognise the data registered in the phonebook.	The recognition accuracy improves by taking the following steps. Avoid shortened names, use full names. (Recognition improves the longer the name is. By not using names such as “Mum”, “Dad”, recognition will improve.)
Names in the phonebook are not easily recognised	There is a problem with connecting the Bluetooth^® device.	If there is a problem with the connection after checking the pairing situation, check the “Problems with pairing and connecting Bluetooth^® devices” in this section.
You want to skip guidance	―	Guidance can be skipped at any time by pressing the talk/pick-up button.

Call related problems

Symptom	Cause	Solution method
When a call begins, vehicle noise from the other party can be heard	For about 3 seconds after a call begins, the Bluetooth^® device’s noise suppression function requires time to adapt to the call environment, therefore you may hear the noise from the other party’s vehicle, making it difficult to carry voice.	There is no problem with the Bluetooth^® device.
The other party’s voice cannot be heard or it is difficult to hear	The volume is set at 0 or low.	Increase the conversation volume.
The phone does not receive calls.	The “Incoming Call Notifications” setting in the Communication Settings is off.	Turn the “Incoming Call Notifications” setting on.

Problems related to messages

Symptom	Cause	Solution method
Contacts cannot be displayed.	Downloading to Mazda Connect is not being permitted from the Bluetooth^® device.	Set the permissions to allow downloads from the Bluetooth^® device.
The message list cannot be displayed.	Downloading to Mazda Connect is not being permitted from the Bluetooth^® device.	Set the permissions to allow downloads from the Bluetooth^® device. If an Apple product is to be connected, set the device’s permissions to allow downloads from the Apple product, and then reconnect. After reconnecting, only the received messages are displayed.

Symptom	Cause	Solution method
The remaining battery charge indicated on the Bluetooth^® device differs from that indicated in the centre display.	This is because there is a deviation in the remaining battery charge information from the Bluetooth^® device and the display scale of this unit.	―
When making a call from the vehicle, the telephone number is updated in the incoming/outgoing call history but the name does not appear.	The name has not been registered to the phonebook.	If the number has been registered into the phonebook, the incoming/outgoing call history is updated by the name in the phonebook when the engine is restarted.
The incoming/outgoing call history does not synchronize between the Bluetooth^® device and the vehicle.	Depending on the Bluetooth^® device, the incoming/outgoing call history might be downloaded after the engine is started.	It may be necessary to operate the Bluetooth^® device. Refer to the owner’s manual for the Bluetooth^® device.