Troubleshooting

Problems related to Android Recovery

Symptom	Cause	Solution method
The Android Recovery screen is displayed.	In the event of a system malfunction, Android Recovery mode, which is a standard feature of Android Automotive OS, functions as a failsafe.	Swipe down to move the cursor from "Try again" to "Factory data reset". Swipe left or right to perform the "Factory data reset". Switch to the next screen. Swipe down to move the cursor from "Cancel" to "Factory data reset". Swipe left or right to perform the "Factory data reset".

Problems related to AM/FM/DAB (Some Models)

Symptom	Cause	Solution method
The and on the steering switch and center display do not function.	These switches and icons are for selecting radio stations in the order of the items registered in your favorites. If there are no items registered as favorites, the switches and icons will not function.	Register Favorites.

Symptom

Cause

Solution method

The and on the steering switch and center display do not function.

These switches and icons are for selecting radio stations in the order of the items registered in your favorites.

If there are no items registered as favorites, the switches and icons will not function.

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.
	The 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, FAT32, and exFAT.
A music file cannot be found	The folder hierarchy is deeper than 8 layers.	Mazda Connect cannot display or play files with a folder hierarchy deeper than 8 layers. Save files within an 8-layer hierarchy.
A music file cannot be found	The device or application you are using is not compatible with Mazda Connect.	Depending on the device or application you are using, music files may not be displayed.

Problems related to Apple CarPlay™

Symptom	Cause	Solution method
Apple CarPlay™ cannot be activated or an error message “Unable to connect to Apple CarPlay.” is displayed even though an Apple-genuine connector cord is inserted into the USB port and it is connected to my iPhone^®.	There is mis-communication between Mazda Connect and your iPhone^®.	Disconnect the connector cord from the USB port once and then reconnect it.
	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 provider.
Siri^® does not recognize voice commands or contacts correctly or recognizes them incorrectly	Possible causes are as follows: Poor network connection Road noise/sound of air blowing from air conditioner	If the following solutions do not resolve the issue, visit the Apple support site or contact Apple. Press on the audio remote control switch once to exit Siri^®. If Siri^®is used again, wait until your network connection improves. Speak loudly and clearly to improve recognition. Make sure that the iPhone^® language is set correctly (Example: US English and UK English).
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 “Apple CarPlay Activation Options” of the connected iPhone^® is set to “Automatically Activate” or "Always Ask".	Set “Apple CarPlay Activation Options” to “Do Not Activate”.

Problems related to Android Auto

Symptom	Cause	Solution method
Android Auto mode cannot be activated even though an Android-genuine connector cord connected to my Android smartphone is inserted into the USB port.	The version of Android Auto is not the latest.	Update the Android Auto application to the latest version available on Google Play.
	The Android-genuine connector cord is not compatible with Android Auto.	Use a USB cable that is compatible with Android Auto.
Android Auto mode cannot be activated or an error message “Mobile device could not be connected.” is displayed even though an Android-genuine connector cord connected to my Android smartphone is inserted into the USB port.	There is mis-communication between Mazda Connect 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 Bluetooth^® connection from other devices, remove the connection cord from the USB port, and then reconnect it.
	The “Android Auto Activation Options” of the connected Android smartphone is set to “Do Not Activate”.	Set “Android Auto Activation Options” to "Automatically Activate" or "Always Ask".
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 provider.
Voice control responds slowly or it does not work.	―	A poor connection or malfunction with the microphone may have occurred. Consult an Authorized Mazda Dealer.
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)	The “Android Auto Activation Options” of the connected Android smartphone is set to “Automatically Activate”.	Set “Android Auto Activation Options” to “Do Not Activate”.
Connection is disconnected intermittently.	Android smartphone is located in a location where it is likely to experience interference, such as in a bag in the back seat or in a back trouser pocket.	Move the Android smartphone to a location where there is less radio interference. Turn the Android smartphone off and then on again.
Android Auto cannot be accessed using a wireless connection.	Only the Bluetooth^® device has been registered, and the Android Auto wireless connection has not been registered.	Select Android smartphone in connection settings, and then select Android Auto on the connection profile selection screen.
	The Android smartphone does not support Android Auto wireless connection.	Check the compatible models for Android Auto wireless connection. https://support.google.com/androidauto/answer/6348019

Problems with pairing and connecting Bluetooth^® devices

Bluetooth^® operations change 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 Authorized Mazda Dealer.
Pairing cannot be performed again	Pairing information registered to Mazda Connect or your Bluetooth^® device is not recognized correctly.	Perform pairing using the following procedure: Delete the applicable Bluetooth^® device on the Mazda Connect. Delete [Mazda]^*2 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 Authorized Mazda Dealer.
Automatically connects, but then disconnects suddenly	Depending on the Bluetooth^® device, Bluetooth^® and FindMode^*1 may turn off automatically after a period of time has passed.	Make sure that Bluetooth^® and FindMode^*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 engine or hybrid system.	The programmed pairing information is updated when the Bluetooth® device’s OS is updated.	Perform pairing using the following procedure: Delete the applicable Bluetooth^® device on the Mazda Connect. Delete [Mazda]^*2 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 Authorized Mazda Dealer.
	Depending on the Bluetooth^® device, Bluetooth^® and FindMode^*1 may turn off automatically after a period of time has passed.	Make sure that Bluetooth^® and FindMode^*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.
The [Mazda] name of Mazda Connect displayed on the Bluetooth^® search screen may have changed.

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 to zero or low.	Increase the conversation volume.
No phone calls have been received.	Have you turned on "Privacy" in the settings of the Phone application?	Turn off "Privacy" in the Phone application settings.

Symptom	Cause	Solution method
The remaining battery charge indicated on the Bluetooth^® device differs from that displayed on Mazda Connect.	This is because there is a deviation in the remaining battery charge information from the Bluetooth^® device and the display scale of Mazda Connect.	―
When making a call using Mazda Connect, 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.	Depending on the Bluetooth^® device, the incoming/outgoing call history might be downloaded after starting the engine or hybrid system.
The incoming/outgoing call history does not synchronize between the Bluetooth^® device and Mazda Connect.	Depending on the Bluetooth^® device, the incoming/outgoing call history might be downloaded after starting the engine or hybrid system.	It may be necessary to operate the Bluetooth^® device. Refer to the owner’s manual for the Bluetooth^® device.