mazda mobile start (mms) troubleshooting guide
Contents
1. NOTE Mazda Customer Experience Center will receive email notice if the server services will be interrupted for any reason There is a possibility of Cellular Communication problems Check status and try again later Try to use MMS again when server becomes available Page 8 of 29 Vehicle status Engine Stops In Rear Defroster is not shown Symptom Vehicle status is not shown Cause There was a communication error or the Cellular GPS Signal is poor 1 Refresh the system by pressing the Refresh button on the Home Page a Is the missing information now displayed The problem was caused by a tem porary communication disruption YES NO Resume using the App 2 Is the vehicle located in a location where Cellular Signal is weak Garage underground parking etc Move the vehicle and try again 3 Are there any error messages from the application Go to Page 17 proceed with MMS ECU diagnostic process YES Go to Page 4 and follow the instructions for the specific error message Page 9 of 29 Operation conflict with other users or panic alarm is active Message ends in because the vehicle is in use 0ecause another user is operating the vehicle through the MMS app 0ecause the Panic Alarm is active The Panic Alarm has been stopped Please try again Cause Operation failure due to operation conflict because another user is currently operating the vehicle2. Page 2 of 29 4 Confirm that the Customer s Smartphone is compatible a Refer to http www mazdamobilestart com to determine if the Smart phone and Vehicle are compatible Explain to the Customer that their phone is not compatible with the Smartphone Application Portion of the MMS System Confirm that the latest version of the App is Installed a Start the App by tapping its icon on the Smartphone b Tap on Settings then scroll down to Version a Confirm the App Version with the Version listed at http www mazdamobilestart com e Alternatively you can click on the Smartphone s Application Store iPhone App Store or Android Google Play to confirm version and update if necessary Is the latest version Installed Consult with the Customer regarding updating the software When the Application is updated please proceed with this troubleshooting guide 7 Once confirmed that the Smartphone and vehicle is compatible and that the latest version of the Application is installed proceed with this troubleshooting procedure Page 3 of 29 Using the Smartphone attempt to duplicate the issue described by the Customer If the problem is duplicated take note of what is displayed on the Smartphone when the issue occurs and use the table below to troubleshoot a The table below is divided into Display issues and Messages e Messages displayed as a pop up on the phone are indicated below as an M e Display issu
3. MAZDA MOBILE START MMS TROUBLESHOOTING GUIDE Page 1 of 29 Draft 3 11 21 14 The Mazda Mobile Start MMS system consists of Hardware components integrated communication module located on the Vehicle and Software components installed on a Smartphone that has access to the cloud and GPS signal e This troubleshooting guide will first attempt to distinguish which of these two components is the source of the problem We will begin with the MMS ECU component and the Smartphone NOTE If the issue is related to logging into the application go to page 4 and consult line item 1 1 Is the problem related to MMS ECU registration failure after installation Proceed to Registration Troubleshooting Go to page 29 Refresh the system by pressing the 2 Is ita display information problem Refresh button on the Home Page Is the problem fixed YES 3 Is the Customer s Smartphone available Congratulations on a successful MMS troubleshooting Is the symptom related to MMS engine start failure or engine stops unexpectedly after started using MMS app Proceed with Troubleshooting Vehicle Note If the problem cannot be solved NO YES by checking the Vehicle the Customer s Smartphone may be required Go to page 27 Proceed with Troubleshooting Vehicle Note If the problem cannot be solved by checking the Vehicle the Customer s Smartphone may be required Go to page 17
4. harness are installed in the vehicle ECU and SSU correctly and all the harness connectors are connected properly Page 29 of 29
5. through the MMS app Panic alarm is active or the vehicle s ignition switch is in ACC or ON position 1 Does the message end in because the vehicle is in use The vehicle s ignition switch is in ACC or ON position For safety purposes the various MMS features have operating priority p 28 Please try again later when the vehicle is not in use 2 Does message end in because another user is operating the vehicle through the MMS app Another user is currently operating the vehicle with the Mazda Mobile Start app For safety purposes the various MMS features have operating priority p 28 Please try again later when the other user is no longer operating the vehicle through the Mazda Mobile Start app 3 Does message end in because the Panic Alarm is active The Panic Alarm has been stopped Please try again the alarm instead Please try MMS MMS command will fail when the panic alarm is active and will stop YES command again Go to Page 4 and follow the instructions for the specific error message Page 10 of 29 Account not authorized Message Your account is not authorized to start stop the engine Please contact the Account Owner to authorize your account Your account is not authorized to lock the car Please contact the Account Owner to authorize your ac count Your account is not authorized to unlock the car Please contact the Account Ow
6. TE If the same message is displayed confirm that the MMS account is active and has not expired Page 6 of 29 Network Connection Error Message Network connection error Please confirm that your phone has reception and service and or WiFi are turned on Cause Either Smartphone network settings are turned Off or the Smartphone is out of the range 1 Is the 3G Wi Fi Network setting turned Off on the Smartphone Do you have reception and can you use other network services If not move to a location with better reception and try again 2 Turn the Smartphone s 3G Wi Fi Settings On a Consult your Smartphone Owner s Guide for more details on how to do this Both 3G and Wi Fi should be turned On Try to use MMS again Page 7 of 29 Server not Accessible Message Server cannot be reached Please try again later Your vehicle status cannot be updated at this time Please try again Communication with the vehicle was interrupted Please try again Cause Cellular signal is weak and a connection cannot be established with the server or the server is under 1 Do you have reception and can you use other network services going maintenance If not move to a location with better reception and try again Is MMS Service Network temporarily unavailable due to mainte nance etc a Contact Mazda Customer Experience Center 800 222 5500 to check and confirm this
7. ber of LED flashes if registration failed of LED Flashes Cause of Failed Registration Item to check 1 Do not operate the doors hood and trunk or hatchback during registration Make sure you connected and disconnected the RES diagnostic connectors Missed operation or step twice within 10 seconds and the LED flashed 2 times at step 2 Make sure you set the ignition status from ON to OFF within 4 seconds after the security indicator turns off at step 4 You can only register a maximum of 3 MMS ECU s to the vehicle 1 Using the M MDS perform the Advanced key code Erase then perform the 3 MMS mare ak RoR registered Program additional Advanced key to register all the Advanced keys o the vehicle Note The Advanced key code Erase erases all the registered Advanced keys from memory Therefore you need to register all the Advanced keys to the vehicle 1 MMS ECU may already be registered proceed to section 10 of the installation Vehicle condition is not satisfied or instructions for MMS Check Mode If the engine starts during check mode then MMS ECU is already registered MMS registration was successful 2 Check if there are any diagnostic codes related to SSU by using M MDS Time limit have elapsed 1 Perform MMS ECU registration steps 3 to 6 within 60 seconds e Advanced Keys are not registered 1 Register all the Advanced Keys to the vehicle 1 7 Communication error between MMS 1 Check whether the MMS ECU and MMS
8. d in a location where GPS and Cellular Signal is weak Garage underground parking etc Move the vehicle and try again 3 Are there any error messages from the application Go to Page 17 proceed with MMS ECU diagnostic process YES Go to Page 4 and follow the instructions for the specific error message Page 16 of 29 This portion of the MMS Troubleshooting Guide is for the MMS hardware components Troubleshooting 1 Begin by checking the hardware system for Problem Codes 2 Remove the Glove box 3 Locate the RES Diagnostic Connectors located behind the Glove box area 4 Connect the 1P RES Diagnostic Connectors for at least 10 seconds then disconnect Disconnect After 10 Seconds 5 Horn sounds 2 times Page 17 of 29 PUSH 6X 6 Cycle the Ignition switch twice by pressing the Start Button 6 times ENGINE 7 Horn sounds 4 times 8 After 2 seconds look for the Hazard Lights to flash Record the number of Flashes a If there are more than 1 cause for the Problem the Hazard Lights will flash based on the order of priority See the fourth column in the Table below No Cause of Problem Flashes Priority For Detailed Instructions 5 No problem with the system 2 5 If the problem is related to CarFinder go to Page 24 25 N There is a priority for diagnosis code If MMS ECU has any code in No 1 No 4 you need to check the diagnosis
9. e a Is the Position Information now available The problem was caused by a tem porary communication disruption Resume using the App Is the vehicle located in a location where GPS and Cellular signal is weak Garage Underground parking etc 2 Move the vehicle and try again If not please move to a location with better reception and try again 4 Is MMS Service Network temporarily unavailable due to mainte nance etc a Contact Mazda Customer Experience Center at 800 222 5500 to check and confirm this NOTE Mazda Customer Experience Center will receive email notice if the server services will be interrupted for any reason Try to use MMS again There is a possibility of Cellular Communication problems Check status and try again later Go to Page 17 proceed with MMS ECU diagnostic process Page 13 of 29 Smartphone Position cannot be determined Smartphone issue Message Position of your device cannot be determined Please ensure you have cellphone GPS reception Position of your device cannot be determined Please ensure you have cellphone GPS reception and turn on Location Services to allow MMS Mazda Mobile Start to determine your location Cause Position information of Smartphone can not be determined Check Smartphone setting a Airplane mode must be off b Location Services and GPS must be turned on c MMS must not be restricted from accessing Locatio
10. e the vehicle is in use M Bony account is not authorized to start stop the engine Please contact the Account Owner to authorize your ac 11 count or Not authorized to start stop the Engine M Server cannot be reached Please try again later or Your vehicle status cannot be updated at this time Please 8 try again or Communication with the vehicle was interrupted Please try again M Your car cannot be locked unlocked at this time because another user is operating the vehicle through the Mazda 10 Mobile Start app Please try again later or The doors cannot be locked unlocked because the vehicle is in use or Your car cannol be locked at this time because the Panic Alarm is active The Panic Alarm has been stopped Please try again Communication with the vehicle was 5 interrupted Please try again 8 M The Panic Alarm cannot be activated because the vehicle is in use or The Panic Alarm cannot be activated at 10 this time because another user is operating the vehicle through the Mazda Mobile Start app Please try again later M Not authorized to operate the Panic Alarm f 11 M Server cannot be reached Please try again later or Your vehicle status cannot be updated at this time Please 8 try again or Communication with the vehicle was interrupted Please try again M Your car location cannot be determined because of poor ve
11. egative Battery Terminal 3 Does the Antenna Cable connect to the MMS ECU correctly Connect Antenna Cable YES to MMS ECU correctly 4 Does the Antenna Cable attach to the Film Antenna correctly YES Replace Film Antenna and Cable 5 Is there damage on the antenna pattern Page 20 of 29 6 Has 30 Seconds passed since you disconnected the Vehicle s Negative Battery Terminal A If not please wait 30 Seconds 7 Reconnect the Vehicle s Negative Battery Terminal A Wait another 15 Seconds 8 Re Check diagnosis code of MMS ECU Page 17 18 Steps 4 8 9 Again note the Number of times the Hazard Lights flash a Perform the appropriate step below No Cause of Problem Flashes Priority For Detailed Instructions pf pe ference gt gt CarFinder go to Page 24 25 N There is a priority for diagnosis code If MMS ECU has any code in No 1 No 4 you need to check the diagnosis until the hazards flash 2 times N If the problem is related to the MMS ECU it may take up to 2 minutes for the vehicle s hazard lights to flash N After replacing the MMS ECU you must Register the ECU and perform the MMS Check Mode per the Installation Instructions The Serial Number of the replacement MMS ECU must be registered at www mazdamobilestart com If there are still problems with the MMS Function please restart this Troubleshooting Guide Page 21 of 29 2 TEL Antenna con
12. es CarFinder show the wrong position 3 Turn the Vehicle s Ignition from OFF to ON MMS ECU will send a message to server 4 Turn the Ignition OFF 5 Call Mazda Customer Experience Center 800 222 5500 and request them to make an inquiry regarding the status of the message 6 Does Mazda CEC have the MMS ECU position Replace MMS ECU AN After replacing the MMS ECU you must Register the ECU and perform the MMS Check Mode per the Installation Instructions The Serial 7 Is there a difference between GPS information and your location Number of the Replacement MMS ECU must be registered on www mazdamobilestart com If there are still problems with the MMS Function please restart this Troubleshooting Guide Problem with GPS feature on Smartphone Go to page 4 Page 24 of 29 GPS Problem 9 Depending on your location and the current GPS Satellite reception status there may be up to a 50 meter difference between the CarFinder and the Vehicle s actual location 10 Is the difference less than 50 meters or are you in a location with bad GPS reception Replace MMS ECU a After replacing the MMS ECU you must Register the ECU and perform the MMS Check Mode per the Installation 11 Explain to the Customer details of GPS reception and how it can Instructions The Serial vary depending on current reception Number of the replacement MMS ECU must be registered at www
13. es are issues related to incorrect or no information being displayed are indicated below as a D If the issue is not related to either of these proceed to the hardware troubleshooting section on page 17 MorD Detail Username or password you entered is incorrect please try again Your account is temporarily locked Please try again later 4 Network connection error Please confirm that your phone has reception and service and or WiFi are turned on aes n Server cannot be reached Please try again later or Communication with the vehicle was interrupted Please try again D Vehicle Engine Stops in Rear defroster status is not shown M Network connection error Please confirm that your phone has reception and service and or WiFi are turned on E Server cannot be reached Please try again later or Your vehicle status cannot be updated at this time Please try again or Communication with the vehicle was interrupted Please try again M M Your vehicle status cannot be updated at this time because another user is operating the vehicle through the 10 Mazda Mobile Start app Please try again later M Server cannot be reached Please try again later or Your vehicle status cannot be updated at this time Please 8 try again or Communication with the vehicle was interrupted Please try again M Your engine cannot be started at
14. hicle GPS reception or Your car location is tempo 13 rarily unavailable due to poor GPS reception Please tap the refresh button on the Home screen and try again M Your account is not authorized to use the Carfinder Please contact the Account Owner to authorize your account Position of your device cannot be determined Please ensure you have cellphone GPS reception or Position 14 of your device cannot be determined Please ensure you have cellphone GPS reception and turn on Location Services to allow MMS Mazda Mobile Start to determine your location M Please turn on the camera function and try again For help please refer to the User Manual for your phone 15 M The Hazard Lights and Horn cannot be activated because the vehicle is in use or The Hazard Lights and Horn cannot be activated at this time because another user is operating the vehicle through the Mazda Mobile Start app Please try again later or The Hazard Lights and Horn cannot be activated at this time because the Panic Alarm was active The Panic Alarm has been stopped Please try again D Discrepancy between actual vehicle position and CarFinder position 16 EN O Page 4 of 29 Cannot Log In Message Username or password you entered is incorrect please try again Cause Wrong username password entered or username password not registered 1 Do you know the Username Password Please try to
15. log in again NOTE If the same message is displayed confirm that the MMS account Is active and has not expired 2 Ask the Account holder for the Username Password a If Account holder doesn t know their Username Password ask them to obtain the information from http www mazdamobilestart com under the My Account tab If the account holder will not provide their Username Password they will need to contact the Mazda Customer Experience Center at 800 222 5500 for assistance Try to log in again NOTE If the same message is displayed confirm that the MMS account is active and has not expired Page 5 of 29 Log in locked Message Your account is temporarily locked Please try again later Cause Wrong username password entered 5 times in a row 1 Do you know the Username Password Wait 15 minutes and try to log in again NOTE If you receive the mes sage Invalid Username and Password Please try again confirm that the MMS account is active and has not expired 2 Ask the Account holder for the Username Password a If Account holder doesn t know their Username Password ask them to obtain the information from http www mazdamobilestart com under the My Account tab If the account holder will not provide their Username Password they will need to contact Mazda Customer Experience Center at 800 222 5500 for assistance Wait 15 minutes and try to log in again NO
16. mazdamobilestart com If there are still problems with the MMS Function please restart this Troubleshooting Guide Page 25 of 29 Operating Priority List The following Table provides an overview of the operation priorities This priority list was designed to provide optimal safety and security If Engine is started by push Engine canbe _ Engine can NOT start switch shut off by push be shut off by start switch smartphone STOP If Engine is started by Engine can be Engine can Engine can NOT smartphone 1 User A shut off by push be shut off by be shut off by start switch smartphone 1 smartphone 2 User A User B If Engine is started by Engine can be Engine can NOT Engine can smartphone 2 User B shut off by push be shut off by be shut off by start switch smartphone 1 smartphone 2 User A User B Page 26 of 29 This portion of the MMS Troubleshooting Guide is for Vehicle and MMS Hardware Troubleshooting to determine MMS Engine start failure or cause of unexpected Engine stop after MMS Engine start 1 Begin by checking the hardware system for Problem Codes 2 Remove the Glove box 3 Locate the RES Diagnostic Connectors located behind the Glove box area 4 Connect the 1P RES Diagnostic Connectors for at least 10 seconds then disconnect Disconnect After 10 Seconds 5 Horn sounds 2 times Page 27 of 29 PUSH 3X 6 Cycle the Ignition switch once by pressing the Star
17. n Services Are the above settings correct GPS reception may be poor or unavailable in your current location Move to a location with better reception and try again 5 Go to Smartphone s Settings and make the appropriate changes a Consult your Smartphone Owner s Guide for more details on how to do this Airplane mode must be off Location Services and GPS must be turned on and MMS must not be restricted from accessing Loca tion Services Try to use MMS again Page 14 of 29 Camera Function is not working in CarFinder Message Please turn on the camera function and try again For help please refer to the User Manual for your phone In order to use the Carfinder all other applications using the camera must be closed Please try again Cause Camera function is turned off 1 Is the Camera function turned on There is possibly an issue with the Smartphone YES NO Contact the Smartphone Supplier s Customer Service Turn the Camera function on and try again Page 15 of 29 There is a difference between the Vehicle location and where CarFinder shows its position Cause There was a communication error or the GPS Signal is poor 1 Refresh the system by pressing the Refresh button on the Home Page a Does the CarFinder now show the correct location The problem was caused by a tem porary communication disruption Resume using the App 2 Is the vehicle locate
18. nection problem Replace MMS ECU and check diagnostic code again No Reception 1 Vehicle Hazard Lights flashed 10 times 2 Is the vehicle inside or underground a Move vehicle to a different a Move vehicle outdoors open area NOTE Make sure it is in stor e NOTE Make sure itis in a location that is not surround a location that is not surround ed by buildings or other ed by buildings or other tall structures tall structures b Check diagnosis again b Check diagnosis again Page 17 18 Steps 4 8 Page 17 18 Steps 4 8 3 Vehicle Hazard Lights flashed 10 times a All other diagnostic flashes should refer to page 20 NO YES 4 Disconnect the Vehicle s Negative Battery Terminal AX Wait 30 Seconds 5 Reconnect the Vehicle s Negative Battery Terminal AX Wait another 15 Seconds 6 Check diagnosis again Page 17 18 Steps 4 8 7 Vehicle Hazard Lights flashed 10 times Congratulations on a successful Troubleshooting NO YES Page 22 of 29 8 Turn the Vehicle s Ignition from OFF to ON MMS ECU will send a message to server 9 Turn the Ignition OFF 10 Call Mazda Customer Experience Center 800 222 5500 and request them to make an inquiry regarding the status of the message 11 Did the server receive the correct message Page 23 of 29 GPS Problem 1 Vehicle Hazard Lights flashed 2 times 2 Do
19. ner to authorize your account Your account is not authorized to activate the Panic Alarm Please contact the Account Owner to autho rize your account Your account is not authorized to use the Carfinder Please contact the Account Owner to authorize your account Cause Requested MMS function is restricted for use by the Account holder 1 Does the Account Holder want to remove restrictions and receive MMS services Explain to Customer the restrictions and that until the Account Holder NO YES chooses to change the account settings the service will not be available 2 Ask the Account holder to remove the restrictions a MMS function restrictions can be modified by logging in at http www mazdamobilestart com Page 11 of 29 Operating Conditions Message Your engine cannot be started at this time because one of the doors on the vehicle is opened Please close the vehicle door and try again the hood is opened Please close the hood and try again the shifter is not in Park P Please move the shifter to Park P and try again the brake pedal is pressed Please release the brake and try again the alarm is sounding Please try again later total remote runtime of the vehicle has exceeded 30 minutes Please start the car manually a key is in the car Please remove any keys from the car and try again the Panic Alarm is active The Panic Alarm has been s
20. t Button 3 times C5 START STOP ENGINE 7 Horn sounds 2 times 8 After 2 seconds look for the Hazard Lights to flash Record the number of Flashes Meaning of Flashes Flashes Priority Affected Terminal 6 p STX SRX a7 a a O 5 3 2 STX SRX 1 4 5 No abnormal stop in the past o0 Ignition switch is in ACC or ON Any door is open including hatchback and trunk Hood is open Shifter is not in Park P 2 Brake pedal has been pressed Engine Start Stop Button is pressed Advanced Key is inside the vehicle Alarm is triggered o6 o 8 MMS Registration not completed ji ID certification STX SRX Idling time out SSU MMS serial abnormal communication Others STX SRX STX SRX If there is a signal being transmitted in the surrounding area that is close to the frequency band used by this device Cellular transmission between the MMS ECU and Smartphone shall be restricted which results in a communication error There is a priority for diagnosis code If MMS ECU shows any code you need to re check the diagnosis until the hazard lights do not flash Page 28 of 29 MMS ECU Registration Failed So you are having problems Registering the MMS ECU after installation Registration result is shown by flashes made by the MMS harness LED Refer to section 9 of the MMS installation instructions for MMS Registration procedure Two flashes indicates a successful registration otherwise see below for the num
21. this time because another user is operating the vehicle through the Mazda Mobile Start app Please try again later or Your engine cannot be started because the vehicle is in use Your account is not authorized to start stop the engine Please contact the Account Owner to authorize your ac 11 count or Not authorized to start stop the Engine Your engine cannot be started at this time because 12 one of the doors on the vehicle is opened Please close the vehicle door and try again the hood is opened Please close the hood and try again the shifter is not in Park P Please move the shifter to Park P and try again the brake pedal is pressed Please release the brake and try again the alarm is sounding Please try again later total remote runtime of the vehicle has exceeded 30 minutes Please start the car manually a key is in the car Please remove any keys from the car and try again the Panic Alarm is active The Panic Alarm has been stopped Please try again M Server cannot be reached Please try again later or Your vehicle status cannot be updated at this time Please _ 8 try again or Communication with the vehicle was interrupted Please try again M Your engine cannot be started at this time because another user is operating the vehicle through the Mazda Mobile Start app Please try again later or Your engine cannot be started becaus
22. topped Please try again Cause For safety and security reasons MMS will not start the engine due to above operating conditions Check the following operating conditions a b c d e f g Place the Vehicle in Park Manually Start the Vehicle using the Push Start Button to clear the 30 minute MMS engine runtime clock Verify that the Start Button is not being pressed by anything Verify that the Brake Pedal is not being pressed by anything Close all Doors including Trunk and Hatchback Verify that the Hood is Closed Verify that the Security or Panic Alarm is not triggered Retry MMS Engine Start Does the Engine start Congratulations on a successful MMS Engine Start Consult the MMS Owner s manual for operating condition details 4 Check for diagnostic code from MMS ECU for engine start failure a Proceed to page 29 for help with this Page 12 of 29 Vehicle Position cannot be determined vehicle signal issue or poor reception Message Your car location cannot be determined because of poor vehicle GPS reception Your car location is temporarily unavailable due to poor GPS reception Please tap the refresh button on the Home screen and try again Due to poor vehicle GPS reception this function is not available Cause Vehicle position was not acquired to vehicle signal issue or poor reception 1 Refresh the system by pressing the Refresh button on the Home Pag
23. until the hazards flash 2 times N If the problem is related to the MMS it may take up to 2 minutes for the Vehicle s Hazard Lights to flash Page 18 of 29 1 During Vehicle Diagnostic Check the Vehicle s Hazard Lights flashed 4 times after at least a 2 minute wait 2 Disconnect the Vehicle s Negative Battery Terminal AX Wait 30 Seconds 3 Reconnect the Vehicle s Negative Battery Terminal AX Wait another 15 Seconds 4 Re Check diagnosis code of MMS ECU Page 17 18 Steps 4 8 5 Again note the Number of times the Hazard Lights Flash a Perform the appropriate step below No Cause of Problem Flashes Priority For Detailed Instructions MMS ECU problem a Ge Replace the MMS ECU ES No problem with the system ee Finish N There is a priority for diagnosis code If MMS ECU has any code in No 1 No 4 you need to check the diagnosis until the hazards flash 2 times ix If the problem is related to the MMS ECU it may take up to 2 minutes for the vehicle s hazard lights to flash A After replacing the MMS ECU you must Register the ECU and perform the MMS Check Mode per the Installation Instructions The Serial Number of the replacement MMS ECU must be registered at www mazdamobilestart com If there are still problems with the MMS Function please restart this Troubleshooting Guide Page 19 of 29 1 Vehicle Hazard Lights flashed 6 or 8 times 2 Disconnect the N
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