Troubleshooting Procedure for Telematics Communication System

NOTE:

Due to environmental effects, the system behavior may differ from the driver's intentions even though the vehicle has no malfunction. To perform symptom troubleshooting, an understanding of the applicable system from the service highlights/technical guide is required. For details on the control conditions of the system, refer to the [TELEMATICS COMMUNICATION SYSTEM] operation in the service highlights/technical guide.
For the troubleshooting procedure for the entire system, refer to the [TROUBLESHOOTING PROCEDURE]. (See TROUBLESHOOTING PROCEDURE .)

FORWARD (TELEMATICS COMMUNICATION SYSTEM) DIAGNOSTIC PROCEDURE

Step	Inspection	Results	Action
1	DETERMINE IF PROBLEM IS OTHER THAN VEHICLE Verify if there is a problem with something other than the customer's vehicle. Similar malfunction on another vehicle with the telematics communication system is occurring. Mazda Connected Vehicle Viewer (MCVV) is not displayed. Notification of a system shutdown or the server is down is received. Communication error in Smartphone is occurring. Is any of the above conditions met?	Yes	Explain to the customer that a system failure (problem other than vehicle) is occurring.
1		No	Go to the next step.
2	VERIFY CONTRACT STATUS OF TELEMATICS COMMUNICATION SYSTEM Verify the [Radio reception status display for telematics communication unit] on the center display. Does the [Radio reception status display for telematics communication unit] indicate that the contract is invalid? (Refer to [TELEMATICS COMMUNICATION SYSTEM] in service highlights/technical guide.)	Yes	The telematics communication system is not under contract. Verify if the customer intends to make a contract and go to the contract procedure.
2		No	Go to the next step.
3	VERIFY RADIO SIGNAL RECEPTION CONDITION Move the vehicle to a good radio signal reception area. Verify the [Radio reception status display for telematics communication unit] on the center display. Does the [Radio reception status display for telematics communication unit] indicate out of range? (Refer to [TELEMATICS COMMUNICATION SYSTEM] in service highlights/technical guide.)	Yes	Malfunction in the vehicle parts related to the telematics communication system can be considered. Go to Step 7.
3		No	Go to the next step.
4	VERIFY CUSTOMER'S APPLICATION Obtain the customer's consent and log off of/on to the MyMazda. Can you log on to the application?	Yes	Go to the next step.
4		No	Restart the customer's Smartphone and log on to the application again. If the application can be logged on to: Go to the next step. If the application cannot be logged on to: Malfunction related to MyMazda logon is occurring. Verify the web content of the official site related to the telematics communication system.
5	VERIFY MALFUNCTION RELATED TO VEHICLE COMMUNICATION FUNCTION Switch the ignition to ACC or ON (engine off or on)/main power to ACC or ON (READY off or on). Switch the ignition off/main power OFF and wait for 10 min or more. Verify the vehicle health report of the MyMazda. Is the vehicle health report the current time?	Yes	Go to the next step.
5		No	Malfunction in the vehicle parts related to the telematics communication system can be considered. Go to Step 7.
6	VERIFY CUSTOMER'S APPLICATION Obtain the customer's consent and verify the user information of the MyMazda. Is the user information a secondary driver?	Yes	Consult the primary driver and verify the customer's programming status. If function is restricted: Explain the programming status to the customer. If the function is not restricted: Go to the next step.
6		No	Go to the next step.
7	VERIFY MALFUNCTION SYMPTOM Verify the malfunction symptom chart and verify if there is an applicable malfunction symptom. (See SYMPTOM TROUBLESHOOTING [TELEMATICS COMMUNICATION SYSTEM] .) Is there an applicable malfunction symptom?	Yes	Verify the malfunction symptom in the symptom troubleshooting chart and perform the applicable malfunction diagnosis. (See SYMPTOM TROUBLESHOOTING [TELEMATICS COMMUNICATION SYSTEM] .)
7		No	Go to the next step.
8	VERIFY IF MALFUNCTION IS RELATED TO BASIC FUNCTION Verify that a similar malfunction occurs only by operating the vehicle without using the telematics communication system. Does a similar malfunction occur?	Yes	A malfunction in the vehicle parts related to the system other than the telematics communication system can be considered. Inspect the applicable system or applicable part.
8		No	A malfunction other than the vehicle, such as a server, the communication environment, Smartphone, or an application can be considered. Verify the web content of the official site related to the telematics communication system.