I could not find any references to the new firmware 5.1.1

beauxarth

January 02, 2015 18:43

I have two SMH10B helmet communicators that I purchased last year. I got an email from you with information about updating the firmware to version 5.1.1. I followed the link provided and downloaded the install. As I was using your firmware install on the first of two communicators, something happened during the install, and it was not completed. I tried the install again several times, but it would not even start. I proceded to install the firmware on the other communicator, and it worked fine. Now my computer won't even recognize the first commuicator, and I have lost all functions.

It will not power up! When I do plug it in to my computer via usb, the red light comes on and stays on, but, when I try to turn it on, nothing happens, and, when I try to reinstall the firmware, I get a message that the communicator is not recognized. It is useless right now. 

I have called your number (408-300-9797) several times, but I am put on hold, forced to listen to awful music for several minutes, and then told that my call cannot be taken at this time. Are you still in business, or is this your normal way of treating your customers? I am very unhappy. 

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  Sena

  February 12, 2015 18:33

  To restore your SMH10 so that it can operate normally, you need to perform a Fault Reset (refer to the User's Guide) while the headset is plugged into your computer and have the Sena Device Manager running. While you are on the Firmware Update section where it gives you the instructions on connecting your headset, perform the Fault Reset then power on the SMH10 (if the headset doesn't completely power on then that's ok). Hit the "Next" button and you see a prompt come up saying that a new firmware is available then proceed to update the headset so that it will return to operating normally.

   

  In addition, to calling over the phone you can always submit a ticket to our Help Desk system here: http://support.sena.com/anonymous_requests/new or send an e-mail to support@sena.com.

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