Before You Ask for Help
Support resolves faster when the first message already contains what we’d otherwise have to ask for. The two things that matter most are your exact firmware version and a clear photo of what the screen is doing right now. Everything below builds on those.
Buying, not troubleshooting? See Compatibility Intake — that page covers the specific photos and details needed before a purchase, which are different from the ones below.
Information to collect
Section titled “Information to collect”| Item | Where to find it | Example |
|---|---|---|
| Model year and vehicle | Driver door-jamb sticker or registration | 2019 MX-5 Miata Grand Touring |
| Firmware version | Settings > System > About | 74.00.324A |
| Region code | Settings > System > About | NA N |
| Order identifier | Order confirmation email | #10421 |
| What you were doing when it started | Your recollection | Inserted USB, screen went black after 2 minutes |
| Current symptoms | What the unit is doing now | Stuck on Mazda logo, reboots every 30 seconds |
| What you’ve already tried | Any steps taken | Removed USB, cycled ignition, waited 5 minutes |
| Previous modifications | Anything installed before the current product | AIO tweaks from 2 years ago / None / Unknown |
The “what you’ve already tried” line saves the most time. It keeps us from sending you back through steps you’ve done and lets us go straight to the next one.
Photos to include
Section titled “Photos to include”- Version screen (Settings > System > About) — the single most useful photo. Region code and exact build number live here, and they determine which procedures apply.
- Current screen state — whatever the unit is showing right now: error text, the Mazda logo, a blank screen.
- USB port area — shows whether a CarPlay retrofit hub is present.
- Home screen (if you can reach it) — shows custom apps or other modifications.
Photos have to be legible. Blurry or cropped images that hide the version string mean we ask for a retake, which costs you a round-trip.
How to find your firmware version
Section titled “How to find your firmware version”- Start the vehicle — engine running or accessory mode.
- Wait for the infotainment to finish booting. Stock Gen 6 takes ~48 seconds to become fully responsive (touch-ready), though the home screen appears in ~25 seconds; a modified unit may be faster.
- Go to Home > Settings > System > About.
- Read off the OS version, region code, and failsafe version.
- Photograph the screen.
If the unit is in a boot loop or unresponsive, you won’t be able to reach this screen — say so in your message. That symptom is itself useful information, and we have recovery paths that don’t need the version number.
Signs of a previously modified unit
Section titled “Signs of a previously modified unit”If you bought the car used, the CMU may already have been changed by a prior owner. Any of these point to existing modifications:
- Custom apps in the Applications menu
- No disclaimer screen on startup
- Touchscreen that responds while driving
- Boot noticeably faster than the ~48 second stock figure
- A custom boot animation or background image
Note any of these when you write in. Pre-existing modifications can conflict with a new install, and knowing they’re there changes the order of the steps we’ll give you.
Related pages
Section titled “Related pages”- Compatibility Intake — what to send before a purchase
- Check Your Firmware — detailed version-check walkthrough
- Troubleshooting — common symptoms and fixes
- Safety FAQ — risk disclosure