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Don't buy SENA - they don't have support !

If you don't believe - read my case check dates, check solutions... its senseless.

Request #207278

Voice command control stooped working after updates.

  • Avatar
    Robert ErtMarch 16, 2018 17:41

    Is there any resolution ?

    My sena 10U after iphone an sena firmware upgrade has same issue. 
    I upgraded my iPhone 7s puls to iOS 11 now to 11.2.6 and still the voice control no longer works with my Sena 10U running firmware v1.3.1.

    I push the button "+" in intercom for 3 seconds, my iPhone prompts for a voice command (it starts on Iphone voice command control - screen = is blue with all commands) and beeps and..... despairing - closing command control command screen immediately. So I cant call or ask for music. 
    Additionally IMPORTANT if I start voice command control from iphone home button or from my car bluetooth system or from my headsets - it works OK, so there is SENA isuee !!

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    Lloyd YabutMarch 16, 2018 17:44
    Hello,

    Thank you for contacting SENA Customer Support. An agent will get back to you to assist you with your request. 

    I also want to share the link to our FAQ articles and videos online: https://support.sena.com/hc/en-us

    Lloyd
    SENA Bluetooth Technologies

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    Robert ErtMarch 16, 2018 17:57

    I will add an info: my second "scala" intercom works. 
    I also RESET sena to default and did new paring with Iphone i can also add a movie how it dosnt work if you wish

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    Agent 3March 23, 2018 18:58
    Hello,

    Thank you for contacting Sena Technologies Support,

    By any chance what button did you press to be able
    to use the voice command on your iPhone?

    Let me know
    Thanks
    Have a lovely day.

    At your service,

    Kirk
    SENA Technical Support

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    Robert ErtMarch 24, 2018 18:05

    Come on, don't tell me I'm using wrong button. I'm using 10U since begining and ALL was working nice. Please read carefully: 
    voice command starts on Iphone - screen is going to be blue with all commands and..... despairing. 
    Any other methods to start voice command on iphone: like start it from home button on iphone or start it from car, or other device like headphone works ! So please repair firmware in SENA

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    Robert ErtMarch 24, 2018 18:27

    https://youtu.be/r28ZpoUELH0 
    Look how it starts, blue screen waiting for command. 
    Then i can say any command, but it is closing after a seconds. 
    Before it works, all commands works, I had possibility to call my friends or setup music play or ask for a time. After upgrade to frimware 1.31 it is not working as you can see on this movie

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    Agent#7March 28, 2018 21:43
    Hi Robert, 

    Please revert the unit back to its previous firmware version. Just skip the v1.3.1. for the meantime and wait for the next firmware version to release. 

    Regards,

    Michelle
    Sena Technologies Support
    http://support.sena.com/home

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    Robert ErtMarch 31, 2018 10:08

    This solution dosn't work. I downgraded to 1.2.1 and is not working. Keep in mind also ios was changed to higher version 10. Please check your firmware. Because ONLY sena dosn't work with iphone. My other intercoms, headphones, car dont have any problems !!!! Why it takes soo long, why sena works as intercom only 100meters ?? I was telling to my friends to buy sena now Im very disapointed !!!!!!!!!!!

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    Agent#7April 02, 2018 19:27
    What is the serial number of your unit? do you still have a copy of the sales receipt? 

    Regards,

    Michelle
    Sena Technologies Support
    http://support.sena.com/home

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    Robert ErtApril 08, 2018 19:00

    Dont know how to check serial number in my sena - is it possible to check it via computer ? 
    Yes i have inovice.

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    Agent#7April 09, 2018 19:37
    Hi Robert, 

    The serial number is located at the back of the main unit. Please send us a copy of the invoice for us to check the warranty. Thank you

    Regards,

    Michelle
    Sena Technologies Support
    http://support.sena.com/home

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    Robert ErtApril 09, 2018 22:09

    It was sold in June 2016 - have to pickup invoice from my accountant. 
    Serial number is S/N SC-HR-01 160201005 or S/N 10U Schuberth 160400186 - Maybe you can check base on this. Because finding invoice will take a time. 
    I dont think my isuee is because of broken intercom, this problem is replicated by other sena users with iphone.

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    Agent#7April 12, 2018 17:46
    Hi Robert, 

    I am sorry for the late response due to high volume of email that we have
    One last thing you need to try before i escalate this to the higher tier. 
    -Please enable VOX PHONE in the configuration settings of your 10u. 
    - Pair your 10u with other phone to test
    -Check if the mic is working

    Regards,

    Michelle
    Sena Technologies Support
    http://support.sena.com/home

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    Robert ErtApril 13, 2018 09:25

    Hello Michelle, 
    Please again check my movie https://youtu.be/r28ZpoUELH0 
    you will find that microphone is working - look at the iphone screen 
    you will see also that intercome is starting iphone function as it should be started. 
    all my iphones (5s, 7, 7+) and two ipads were tested - same situation. 
    i was using this function lots of times before firmware and system updates. 
    this is most important function for me ! because wireless intercom is rubish.... works for 100-150 meters (not like described on box 1,6km even on desert or on the lake it will not achive 200m...)

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    Robert ErtApril 13, 2018 09:56

    I did all resets again, and its not working. Step by step: 
    1. it connects to iphone (easy, no problem) 
    2. i push on helmet + for about 3 seconds (two "bigger" bip signals) 
    3. iphone starts voice command screen (blue with white commands) 
    4. i hear beep sound from iphnoe - it is listening for my voice command 
    5. I can say "call .... " and it is.... switching off voice command screen 
    Previously i was calling phones, starting music - by choosing artist, asking for time... all was working - now not and it is not working ONLY when sena is connected !!! All other bt devices are working fine.

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    Agent 3April 13, 2018 17:37
     Hello,

    What do you mean
    It's not working only when Sena is connected?

    Let me know
    Thanks
    Have a lovely day.

    At your service,

    Kirk
    SENA Technical Support

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    Robert ErtApril 16, 2018 17:05

    Dont understand... you can see it on movie ? 
    When sena 10U is connected via bt to iphone i cant use voice command. 
    When other BT devices are connected no problem with voice command on iphone. 
    How many times you will ask me the same ? 
    Asking about the same will not speedup any solution.

    I was promoting many times sena, as best device for schubert on facebook, but you are destroying all my good feelings to your product.

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    Agent#7April 23, 2018 19:43
    Hi, 


    -Please completely refreshed the BT connection after you did a factory reset and also reboot the phone then performed the "mobile phone pairing" method.

    -Similar related case with Siri not working with Bluetooth headsets:
    https://discussions.apple.com/thread/7280047
    You may need to check this article out and reset the settings as discussed by some users.
    Further info regarding issues with Siri, You may need to contact Apple.

    -Also,  try testing with a different headset for comparison from a local dealer or friend, etc..
    This will really help better isolate the issue.

    Regards,

    Michelle
    Sena Technologies Support
    http://support.sena.com/home

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    Robert ErtMay 26, 2018 20:05

    Hello Michelle, 
    Please read my answare carefully point by point: 
    1. I did all resets again 
    a) i did factory reset 
    b) i did device reset - by pinhole on device 
    2. I reset my phone - have new one, so i started it as new (NOT from backup) 
    3. I connected my "old" but "reset" senna 10U to brand new iphone 
    4. and.... have exactly the same problem. 
    Please again check my movie https://youtu.be/r28ZpoUELH0 
    on this movie you can see problem ! 
    - starting voice control 
    - listen to microphone (can see it on screen) 
    - stops... without any action 
    ALL my apple devices have the same problem with SENA - ONLY with sena. 
    WTF !! it is so difficult to recreate it in you lab ? 
    Don't you have any apple device ? Iphone Ipad etc. ???? 
    TRY it at work (instead of giving me senseless instructions)

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    Robert ErtMonday at 19:01

    I also started discussion on facebook - ALL my friends who has sena on our motorcycle group REPLICATED the same problem !!! ALL !!! 5 sena devices all has same problem - MAKE firmware update !!!

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    Agent 3Thursday at 17:30
    Hello, Robert,

    Thank you for the information regarding this issue.
    Since that is the case could we try to revert it back to a firmware
    version 1.6.3

    Downloading the firmware version:

    1. Go to www.sena.com .
    2.Locate support there would be a drop-down menu locate documents then click on it
    3.Once you are on the page of documents locate the drop-down menu for choosing a product, locate the 10S device.
    4. Once you have the 20S device click learn more.
    5. Once you are routed to another page click downloads, scroll down your mouse locate firmware history.
    6. Once you are on the page of firmware history locate the firmware version 1.6.3.

    Device Manager:

    1. Connect the unit to the computer.
    2. Launch the Device manager.
    3. Follow Instruction to recognize the Device to Device Manager.
    4. Once you are on the Firmware Update, locate browse then click onto the save firmware version.
    5. Hit on the update.
    6. Once you have successfully updated the firmware 

    Factory Reset:

    1. To restore the 20S to factory default settings, press and hold the Phone Button for 12 seconds until the LED shows solid red and you hear double beeps. You will hear a voice prompt saying “Factory reset”. 
    2. Within 5 seconds, press the Jog Dial to confirm reset. The headset will be restored to factory setting and switched off automatically. You will hear a voice prompt saying “Headset reset, goodbye”. 
    3. If you press the Phone Button or don’t press the Jog Dial within 5 seconds, the reset attempt is canceled and the headset returns to standby mode. You will hear a voice prompt saying “Canceled”.

    Delete the 20s device first from your Bluetooth's list and pair them again.

    Test it out.

    At your service,

    Kirk
    SENA Technical Support

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    Robert ErtToday at 17:32

    Agent 3 - Kirk 
    Are you crazy ? Can you read ? 
    Why you write to me useless information's ? 
    Read my case and description ONE MORE time - you will find Ive got 10U and I did all stupid resets.

  

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