[Hatchak]

Hi All

I've come to ask for your help.

Long story short, I bought an used Mazda CX-5 2017 S Grand Tour at the beginning of this year, and it has been great, everything worked. Only issue I started to detect later was that the Touchscreen was being weird after the car was being left in the sun for too long (later found out they call it ghost touch) but hasn't been a big issue.

Switch to 1 week ago, I decided to take the car to Mazda for a general checkup and I mentioned them to check this issue. They say "ok np will check".
1 hour later I get a call informing that they will need to update the SW, I say OK sure, cost is 50 bucks, I say.. ok sure ... 1 hour later I receive another call, informing me that during the SW upgrade there was an error on the CMU so no possible for the update. They say no charge for the 50 bucks. I reply asking " Ok but the Touchscreen is still working, right?" I get a "uh... let me confirm ... and I'll get back to you".
They didn't call me back until 1 Hour later when they informed me the car is ready and I need to pick it up.
When I arrive the greet me with the surprise that the touchscreen no longer works or turns on.

I'm still fighting with the dealership to fix this since I delivered the car with all the audio and infotainment system working, and now they have broken the screen without any function.
The dealership refuses to offer any help other than exchange the CMU with is around USD 1,000.00
This is NOT in USA.

I will have a meeting again on Saturday but I'm starting to think they will not do anything other than offer me a whimsy discount over the new CMU.
I have checked your forums and giving the state of my screen I think they have bricked my CMU while trying to update the software.
I have seen the Bricking CMU fix from this forum and I'm willing to give it a try. Just have a couple of questions.

I need to find the failsafe file for the program as well as have a backup for my firmware of the car.
Since most of the tutorials are several years old, I have a hard time finding some information of where to find these files, can you help me into looking for this info?

When I started having the ghost touch issue, I took a picture of the software version that was installed on the truck and here it is. Hoping its of any use.

Sorry for some of the synthesis errors of my post, English is not my first language.

Thanks a lot for your time and best regards

 

[Gruni]

Hi,

sorry to hear "this story". You need the NA-Firmware (North-America), because you life in Mexico?

Just get some information from your dealer:
From the "Update-Route" starting with your firmware-version 55..... it is nessary first to update to firmware-version No. 59... or 70.00.100A. After that it is possible to update to 70.00.3... or the newest 74.....

I dont know, what happend if they try to update dircetly from your 55.... to 74.... Maybe that is the problem.

So, just ask them witch version they tried to install. Just get the version-number and maybe you can "read between the lines" if they try to run the update-route with the inbetween firmware-update. Try to get this information writen (like Email, Messanger etc). Your Car-Dealer is a Mazda-Dealer?

Bye from Germany
Gruni

 

[zero_gravity]

that's quite a burn. i admit, i don't fully understand how these things work in mexico and stuff like consumer protection. i'd think that they broke it so they'd be liable for it. no recourse here? are you able to contact corporate about this?

my guess is they were doing the update and it can take time....if it takes too long, the CMU will shut down. some power saving feature if you have it set to ACC. during the update procedure you must hit the clutch in a manual and the brake in an auto a few times throughout the update process to reset the timer. if the update is not complete it WILL brick the CMU. i'm guessing that is what happened to you.

we can definitely get you the instructions to do the update on your own and maybe there's a link to files around somewhere although many have been taken down....maybe someone has some info....wink. what i'm not sure on is recovering it with the state it's in. anyone care to comment on that point?

 

[Hatchak]

Hi again
Thanks for your response.
I will ask the dealership to let me know exactly how they tried to update de software. As to know which version they had and let me know which error was shown during the update. And I will let you know.

The dealer IS a mazda dealer. They claim it was an electronic error who was present before (when they called me to authorize the update and charge for this, they told me there was an error on the CMU, that us why they need to update the SW) and cannot be know for how long the car has had this error.
It's all bullshit, this is why I went directly to a mazda dealer, supposedly they know how to fix their own cars...now they left the car in worse conditions that was delivered and don't want to take responsibility for this... but unfortunately this is how most things work here...

I will try to find and contact the higher ups, so they give me a solution.

Also I will keep searching online for the backup software copies in any case.
If I decide to keep going on the brick fix I'll update this post again.

Thanks

 

[craz]

Search this and other Mazda forums you'll find many other cases, they won't admit they screwed up. Forget dealer contact Mazda North America direct that's what the dealer expect you to do get an authorization from corporate to OK CMU replacement. Claim loyalty to the brand and they'll fix it for you. Good luck.

BTW dealer techs don't sit in the car for an hour during update, they connect a battery maintainer put transmission in Neutral (timeout disable) place a sign in car "Software Update In Progress" and they leave vehicle unattended. It's all in a bulletin.

 

[Aegean]

If you had already the ghost touch issue, the software update very likely would not solve the issue. You have to replace the touchscreen anyway no matter if the dealer messed up.

The good news is that there are plenty of used screens for a couple of hundred dollars and to replace it is as easy as replacing a radio. A lot of videos online.