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Get Help with ScreenTune: What to Send Support

Email support@miatafy.com with these four items. They usually let support answer on the first reply.

  1. The email address used for the order.
  2. A photo of Settings → System → About. It shows the firmware version, region, and failsafe version. See check your firmware.
  3. A photo of what the screen showed, or a short description if it is gone.
  4. The contents of the ScreenTune USB as a ZIP. The drive holds screentune.log and a logs/ folder with one run folder per attempt. The car’s own error screen asks for exactly this. See zip the USB.

If you cannot make a ZIP, attach screentune.log from the top level of the USB instead.

Replies typically arrive within 48 hours.

Zip the ScreenTune USB

Section titled “Zip the ScreenTune USB”

Zip everything on the drive, not one folder. The car’s clock can start at 1970, so run folders named run-1970-01-01_… can be newer than they look, and the newest name is not always the newest run.

Windows

Section titled “Windows”
  1. Insert the USB and open it in File Explorer.
  2. Press Ctrl+A to select every file and folder.
  3. Right-click the selection and choose Send to → Compressed (zipped) folder. On Windows 11, choose Show more options first if Send to is not listed.
  4. Windows saves the ZIP on the USB, named after one of the selected files. Attach it to your email.

macOS

Section titled “macOS”
  1. Insert the USB and open it in Finder.
  2. Press Command+A to select every file and folder.
  3. Right-click the selection and choose Compress (Compress n Items on some macOS versions). Finder creates Archive.zip.
  4. Drag Archive.zip to the desktop and attach it to your email.
  5. Before the drive goes back into the car, run the clean-and-eject command. Finder adds hidden files that the car can misread.

When no log exists

Section titled “When no log exists”

A run that never showed the ScreenTune prompt writes no log. That happens with an unsupported firmware version, a package changed after download, or files that are not at the top level of the USB. Send the other three items and a photo of the drive’s file list on your computer. See no ScreenTune prompt.

What screentune.log shows explains the log if you want to read it yourself.

Export a support bundle in the car

Section titled “Export a support bundle in the car”

When ScreenTune is installed and Mazda Connect starts normally, the Miatafy app can save a fresh snapshot to a USB drive. Use it for a problem that shows up later, such as a change that stopped working.

  1. Insert a USB drive. The ScreenTune USB works; select CANCEL if its prompt appears.
  2. Open Applications → Miatafy.
  3. Select EXPORT SUPPORT BUNDLE.
  4. Wait for Support bundle saved to USB. If you see Insert a USB drive and try again., check the drive is fully inserted and try again.
  5. Zip the USB as above and email it.

The bundle goes into a new folder under logs/ on the first USB drive the car finds.

Where to send it

Section titled “Where to send it”

Hands-on support runs for 90 days from delivery; that limit does not apply to a defect in ScreenTune itself. Reinstall, repair, and removal rights for your releases do not expire. The support policy has the details.

Add details that save a round-trip

Section titled “Add details that save a round-trip”

Add these when they apply. The “already tried” line keeps support from sending you back through steps you have done.

DetailExample
Model year and vehicle2019 MX-5 Miata Grand Touring
What you were doing when it startedSelected UPDATE, screen went black after 2 minutes
What the unit is doing nowStuck on Mazda logo, restarts every 30 seconds
What you have already triedRemoved USB, cycled ignition, waited 5 minutes
Earlier modificationsMZD-AIO tweaks from 2 years ago, none, or unknown

Two more photos help when you can take them: the USB port area, which shows whether a CarPlay retrofit hub is present, and the Applications list. Make sure the version string on the About photo is legible. If a boot loop keeps you from reaching the About screen, say so; see boot loop after installing.

Signs of a previously modified unit

Section titled “Signs of a previously modified unit”

On a used car, the CMU may have been changed by a previous owner. Any of these point to earlier modifications:

  • Custom apps in Applications
  • No disclaimer screen on startup
  • A touchscreen that responds while driving
  • A boot noticeably faster than stock
  • A custom boot animation or background

Mention any of these. Earlier modifications become part of ScreenTune’s first-install baseline and can change which steps support gives you.