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SRL - Cannot Update Firmware, USB not recognized....

Art A.

June 13, 2018 11:47

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Neither of my Computer's recognize the SRL, USB error...

I just bought an SRL for my Neotec II.  Everything paired up fine and seems to be working.  I started up the the Sena App on my Iphone and it connected fine.

However it said I needed to update the firmware.  I downloaded the latest device manager from Sena and started it up.  When I plug the SRL into my newer Imac (Retina 5k, Late 2016) running MacOS High Sierra 10.13.5, it throws an error message about not being able to read/see the USB device.  I am following the directions which requires the SRL to be "off"

I tried restarting both the Imac and the power cycling the SRL to no avail.  

I then pulled out my Windows based laptop (maybe a year old) running the latest version of whatever Windows is running today (It's up to date) and it keeps throwing the same USB error that the device is not recognized. 

To make sure I wasn't doing anything wrong I grabbed my 20s and checked it against the Sena App. It told me I need to update the firmware on the 20s.  So I plugged it in and the 20s was recognized and it updated just fine.

So for whatever reason the SRL is NOT recognized and therefore I can't update the firmware.  Any help would be appreciated.

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11 comments

• 0
  
  Mervin Van der Spuy June 18, 2018 13:06

  I just bought the 30k this week and have the exact same problem!

• 0
  
  rob.gronewold June 18, 2018 13:37

  Yep, that seems to be a pretty common issue these days.  I've tried multiple computers, multiple USB cables, have uninstalled and reinstalled the SENA app and drivers...same result, still get the error message.

• 1
  
  William Gordon June 22, 2018 12:52

  Same here, just bought the 20s EVO, it will not connect to the server, if the firmware is installed manually from the sena archive then the device says the firmwareis corrupt, and the device mananger doesn't recognise the s20. This is a terrible piece of kit and there is no support from sena. Making sure that my friends do not buy a sena.

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  Marcin Waściński June 27, 2018 05:36

  When installing on a computer with Windows system, a window for installing additional drivers opens in the meantime. Whether you accepted it or rejected it. Maybe you are making a mistake here and the problem ??????
  
  Regards
  
  Marcin

• 1
  
  Art A. June 27, 2018 10:36

  Marcin, no that is not the problem, its not a pop-up I'm missing. The problem is the same whether I use a Mac or Windows based laptop....

  Follow up:   A GREAT reason to buy from a "brick and mortar".  I called the place I bought it from and talked to one of their employees very familiar with SENA products.  He pulled a unit off the shelf and walked through the update process while I was on the phone.  His worked.   He told me to please  bring in my unit and he'd take a look.  He said he'd hold the unit he just updated to switch out with mine should mine be defective.

  I drove over and he plugged my unit into the same computer he just used to update the new unit.  Sure enough mine was BROKEN!  He couldn't get his laptop to recognize my SENA unit.   He plugged in the good one again and it was recognized.  

  He then swapped units for me.  I now have a working unit.  But it does anger me that there are a fair number of these units that are being delivered defective.

  The Gent told me in the short time his shop has been carrying the SRL he's seen more of the SRLs returned/brought back because of problems.

• 1
  
  Marcin Waściński June 27, 2018 20:50

  You're right. I already have the intercom exchanged for a new exchange procedure operating in Poland, which is terrible. Shops are in the ass of the customer, they sell the goods and you have to claim your rights yourself. It's good that the set sells Shoei Polska and they have a door to door service. And so all the "fun" lasted over a month and the intercom functioned properly from the first launch. Too many of these sells on the market ....

   

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  dan November 06, 2018 19:12

  After spending an hour with "Tech Support" and doing the exact same thing time and time again (the definition of insane) and SENA was expecting new result, SENA said I should return the device for a replacement.  Fine and dandy.  New unit does the exact thing.  20S connects just fine, SRL does not. Obviously an issue with the device driver that SENA should address.

• 1
  
  PinotGrigio November 10, 2018 13:12

  I have just installed the latest firmware on Win10 64bit. No problem. In any case, it is important to use the right cable. I use the original cable with the right-angle plug.

   

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  Edited by PinotGrigio November 10, 2018 13:12
• 0
  
  Ian Neale December 14, 2018 20:40

  I fought with Sena on my last 30k, and their answer was to disable the Windows 10 requirement to run only signed drivers, i.e. reduce the security on my computer to run their botched software product. 

  PinotGrigio, I saw your post, said, "there's no way that should make a difference" and went to grab my stock cable. Changing the cable worked, my 30k is updated. Go figure my other cable must have been a cheapy for power and not data. Thanks!

• 0
  
  PinotGrigio December 14, 2018 23:37

  Ian Neale, I'm glad that it worked out for you :-)

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  Graham Wilson March 30, 2023 21:14

  Same problem. The fix for me was to use the supplied usb cable, i.e. the one with a right-angle connector.