Sena 10C Camera: Conversation with Sena Support - BMW Luxury Touring Community
 
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post #1 of 2 Old Sep 20th, 2018, 10:12 pm Thread Starter
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Sena 10C Camera: Conversation with Sena Support

Summary: I bought this camera in April and it has worked just fine, in fact I love it even though I should have waited for the EVO but oh well. Anyway, I noticed 2.3 FW is out so I wanted to update it but it has gone stone-cold non-communicative with the Sena Device Manager. I had a couple of issues when I had an SMH10 but my SM10 works perfectly...but I paid good money for this camera and I want the ability to successfully update FW when it comes out, dangit. This is a cautionary tale about outsourcing...seen it happen where I used to work. Perhaps they will come up with something, not sure...you can skip to the end if you wish but I am sure I am not alone in trying to find answers to stuff like this from them.

Rick, Sep 18, 8:27 PM PDT:

Hello, I purchased a 10C earlier this year, or maybe late last year (note: this past April), not really sure but it has been working perfectly. I havent used it for a few months and it charges up fine, works fine...but it is 2.2 FW and I see 2.3 is out there so I used Device Manager to upgrade and it just will not see the 10c. I tried resetting, I tried what I think is the correct cable although I don't recall what the original looked like (Has a B on one end by the plug). Is there something unique about the one you send? Because I upgraded the FW for my SM10 using the same cable and the same new Device Manager install as I used trying to see the 10C. I am following instructions. I tried a different computer with usb 2.0 slots, just doesn't see the unit. I am out of ideas, please advise, thanks.
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Lloyd Yabut, Sep 19, 11:58 AM PDT:
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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Agent#8, Sep 20, 10:38 AM PDT:
Hi Rick,

Good day.
Thank you for contacting SENA Customer Support.

You can download the SENA Device Manager on sena.com.
Please use the link: https://www.sena.com/software/#device-manager
There is an option for Windows Computer or for Mac.

Reminders:
*Windows drivers signature enforcement and the antivirus is disabled. ( If there is )
(Please follow how to disable Windows Drivers Signature Enforcement)
-Click the Start Menu and select Settings
-Click Update and Security
-Click on Recovery
-Click Restart now under Advanced Startup
-Click Troubleshoot
-Click Advanced options
-Click Startup Settings
-Click on Restart
-On the Startup Settings screen press 7 or F7 to disable driver signature enforcement
Your computer will restart and you will be able to install non-digitally signed drivers.
-Start the Sena Bluetooth Device Manager, and try the device recognition again.

*Charge the headset main unit for at least one hour.
*That you are using the latest Sena Device Manager
*Do not use USB hubs. Instead, use the computerís built-in USB port.
*If you have several main units to update, make sure to only plug in one main unit at a time.
*Make sure that NO other device connected to the computer for example ( wireless mouse and wireless keyboard that is using a flash drive plug in to your computer ) please unplug it for a moment while you are doing the firmware update.
*Make sure that your computer's OS is up to date.
*Make sure that you have Administrator privilege.
*Try to uninstall and re-install the Sena Device Manager.
*Try a different computer if available.

Needs:
Prepare these ( Main SENA Headset Unit, atleast 2 different USB cable & Pape Clip )

Steps:
- First, download the SENA device manager here base on what operating system of your computer ( for Windows (32bit or 64 bit ) or for Mac ) https://www.sena.com/software/#device-manager, install and run it to your computer.
- After installing the device manager in your computer and successfully runned, please close it.
- Make sure there is an SD card inside the SD card slot in your 10C unit. ( up to 32GB ONLY )
- Now, plug-in your sena main unit to your computer using the USB cable. ( SENA device should turn off before plug-into the computer ). Wait for a second or two, we need to make sure that the computer recognizes the SENA device.
- Then, OPEN the device manager. on your 10C press and hold the Phone Button for 7 - 8 seconds, go back to the device manager and click next.
( If it is not recognized, PLEASE check the reminders again. ) ( If it is already recognized by the computer, you can now continue to do the update of the firmware. )


After doing the upgrade, please do a FAULT and FACTORY reset,
At Your Sevice,

Leo
Technical Support Specialist
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Rick

3:44 PM (6 hours ago)

to support+id248767
Hello, well I tried multiple computers using your suggestions, multiple usb cables although I am not sure if one is the original that came with it. Any of the cables would see the new Sandisk 16GB card I had formatted inside the camera if I put it in an adapter and into a card reader slot. However nothing would allow Device Manager to see it, nor would file explorer when it plugged in. The only thing that remains seems to be using your original usb cable but if a usb cable sees an external drive in Windows it can pass data so i don't understand why yours has some special property, does it?

I believe I have updated this firmware before since it is at 2.2. As a reminder one of these cables also was able to update firmware on my sm10, seeing it as usual but still wont see the 10c. Please advise. Is there a way to put the 2.3.img file on the sd card and invoke an update or does the DM have to copy to it? Thanks.
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Agent#8, Sep 20, 3:16 PM PDT:
There is something unique on our USB cable but you can use a different USB cable even it it a common USB cable for charging a smartphone.

Did you disabled the Windows Driver Signature enforcement and the antivirus of your computer?

At Your Sevice,

Leo
Technical Support Specialist
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Rick

5:16 PM (4 hours ago)

to support+id248767
Hi, Leo, yes I did. I have tried resetting the 10c a couple of times, too...never changes. The usbchecker doesn't see it either. I even checked on a Lenovo laptop that had Win10 but native usb 2.0 slots...no difference.
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Agent#8, Sep 20, 3:44 PM PDT:
Okay!

Can I ask where did you buy this headset?

At Your Sevice,

Leo
Technical Support Specialist
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Rick

5:43 PM (4 hours ago)

to support+id248767
XtremeHelmets via Amazon, this past April. It works fine and I think I updated once but now I am not 100% sure. Would the 2.2 firmware have been out in April of this year?
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Agent#8, Sep 20, 4:17 PM PDT:
Is there something wrong with the unit why you want to update the firmware because we did a review to your first email and you mentioned nothing problem on it.

At Your Sevice,

Leo
Technical Support Specialist
************************************************** ************************************************** *********
Rick

7:55 PM (1 hour ago)

to Sena
Are you suggesting that I should be satisfied with a camera that has no future?
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Rick Chuck: I believe they stopped for the evening, lol. Toying with the idea of getting one of their cables but doubt it will help, should probably call the place of purchase and see if they will RMA.

Oklahoma City, OK. 2003 K1200 LT. "Remember men, if the women don't find ya handsome, at least let 'em find ya handy." Red Green
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post #2 of 2 Old Sep 21st, 2018, 11:39 am Thread Starter
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Re: Sena 10C Camera: Conversation with Sena Support

Well, I guess when I finally put a finer point on the whole thing last night they decided to move forward so they are looking at my order invoice and serial number to set up an RMA. I only hope the next one is able to talk to Windows.

Oklahoma City, OK. 2003 K1200 LT. "Remember men, if the women don't find ya handsome, at least let 'em find ya handy." Red Green
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