Error Message - “Failed to recognize device... cannot open USB” during a firmware update.

To begin with, the headset will need to be charged long enough so that it will power on as it would when it’s functioning normally.

 

1. Unplug the headset from your computer.

2. Restart the Sena Device Manager.

3. Reconnect the headset to your computer using the provided microUSB cable.

4. Perform a "Fault Reset" on your headset. Please refer to the User's Guide for more information on how to perform a Fault reset for your product.

5. Follow the instructions for having your headset recognized.

6. If it needs to be powered on, then power it on. If the LEDs on the headset don't appear as normal then that's okay.

7. Press the NEXT button. You should see a prompt saying that the current firmware is v0.0 and that a new firmware version is available.

8. Press OK to save the firmware to your computer and start the firmware update process.

9. Follow all of the orange messages that appear during the firmware update process as instructed.

 

If the case where the driver for the headset was not installed correctly then use the follwing steps below.

Uninstall the Sena Device Manager and redownload the Sena Device Manager for your operating system's version. Before beginning the installation process, right-click on the installation file and choose "Run as Adminstrator". Once installng make sure after plugging in the name of the headset when it asks you to that you see the "Welcome to the Device Driver Installation Wizard" so that the driver for the SMH10 is correctly installed. If you do not see that and are running a Windows machine, then please go the Windows Device Manager (Start > Control Panel > Device Manager) and you should see the headset listed once the unit is powered. If the headset is listed under "Other Devices" or "Universal Serial Bus controllers", then right-click it and choose Update Driver Software. Then choose Browse my computer for driver software. Click the Browse... button and select C: > Program Files > Sena Technologies then click OK. The "Welcome to the Device Driver Installation Wizard" should appear now and install the driver for the headset. Now you can use the Sena Device Manager to update the firmware on your headset.

If the above does not work then please go to the menu, of Sena Bluetooth Device Manager program, by moving to Start Menu -> All Programs -> Sena Technologies -> SenaBluetoothDeviceManager then select "Install Driver" in the SenaBluetoothDeviceManager menu to begin the "Welcome to the Device Driver Installation Wizard".

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48 Comments

  • 0
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    Zebra75

    This is not useful for Mac users!  I have had this issue since upgrading to Device Manager Mac 1.9.4.  No SMH10 firmware upgrade for me until Sena gets the Device Manager sorted out.

  • 0
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    Zebra75

    These are the instructions provided by the Sena Help Desk for my Mac problem:

    I can recommend some troubleshooting technique for your Mac: 
    1. Uninstall Sena Device Manager. Go to our Support Page to download and save the Sena Device Manager v1.9.4 to your computer. 
    2. Use your Mac's admin account to install the program and to update the firmware. 
    3. Make sure try another micro-USB cable, as well as the original micro-USB cable that came with SMH10.
    4. Make sure your device is turned off before connecting to the computer. When you have it connected to the computer and are in the Device Recognition section, then turn it on and it should be flashing violet from the LED.

    Also, make sure to set the Sena Device Manager program to have read and write privilege. To check and change program privilege, you will need to be on your Mac's admin account. 
    1. Put the cursor over the Sena Device Manager program icon, then hold "ctrl" and click the mouse. 
    2. From the option list, select "Get Info" 
    3. Within INFO window, at the bottom, you will notice "Sharing & Permissions". You can expand this to check and change privilege. 
    4. Make sure all accounts are set to "Read & Write"

    Lastly, you will need to manually disable Mac's internal Bluetooth. If you are using Bluetooth keyboard and/or mouse, you will not be able to use them once internal bluetooth is disabled. Thus, I advise you to have at least a wired mouse for this task. Below is how to disable internal Bluetooth of you Mac. 
    1. Go to "System Preferences" 
    2. Select "Bluetooth" under "Internet & Wireless" 
    3. Uncheck "On".

    The only thing I did differently to solve my problem was to swap micro-USB cables.  The Sena cable I had been using had worked fine until I tried to update to firmware V5.0.  I tried the second cable and everything worked fine.

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    Mark Neustadt

    I had problem after problem updating from my Mac as well.  Finally, I used the cable that came with the unit.  Voila.  Fixed.

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    Joanne Donn

    After trying every method on this page with my mac, I finally updated both of my units successfully in windows XP on my Virtual machine using VMWare :( It worked flawlessly the first time for both units. I think there is definitely a bug with the Mac OSX version of the Sena Software. I'm running 10.9.3 and my husband's macbook is running 10.8.5, neither of our macs could get the Sena software to recognize them. So Windows saved the day. :(

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    Michael Nahas

    Had a failed to recongnize problem on my PC interestingly the device manager would see the 20s but the SENA software would not.  However, it worked with a different USB port.

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    Rob Lembke

    I had to register just to thank Michael for his silly (but very effective) comment above.  I tried all of these ideas to get around the "cannot claim device" error on Mac OSX but the only thing that ended up working was to change USB ports on my aging Macbook Pro.  Thanks Michael.

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    David Tepper

    I am running an ASUS mini laptop with touchscreen that uses Windows 8. I cannot get the SENA software to work on this machine.  It keeps saying Failed to recognize device.  Cannot open USB. 

    When I install the 64bit Sena software, I get to the dialog box that says to connect a Sena headset to install drivers or hit cancel to continue without installing drivers.  It does't do anything when I connect my SMH-10R headset (either one as I have two) and then I finally hit Cancel and then the installation continues with the driver, which appears to be successful. 

    But when I try to run the Sena software (which I did install using "Run as Administrator" per these instructions) I get the same message Failed to recognize...

    Does the Sena software work on Windows 8?  I have a Mac Book Pro I could try to at work if necessary. Any help is much appreciated.

    Thanks, David

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    Michael Nahas

    David try connecting your Sena to a USB 2.0

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    David Tepper

    @michael nahas: I'm quite confident the ASUS mini laptop has USB 2.0 as it's only a couple years old.  Or did you mean something else?  I installed the Sena software on my Mac Book Pro at work today and I'm going to try it tonight, but I'm quite surprised I'm having this much trouble on a mini Windows 8 laptop.

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    Glen Smallwood

    David;

    If the computer is newer, it has a greater chance of being USB 3.0

    My comp is running Windows 8.1, and has both 2.0 and 3.0 USB ports, and the SENA would not recognize the 3.0 port, but had no problems with the 2.0 port.

    The visual difference between the ports are that a 3.0 port has a blue plastic tab on the connection.  A 2.0 port will be black.

     

     

  • 0
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    David Tepper

    @Glen Smallwood, Ah, I do see the blue tab on one of the USB ports.  I also tried the one that does not have the blue tab on it and neither one are working.  

    My Mac Book Pro is also not recognizing the headset either.  

    This is so frustrating.  :(

  • 0
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    Zebra75

    I had some difficulty some time ago with my SMH10 - my iMac wouldn't recognise it.  It turned out to be the USB cable:  I had been using the cable supplied with the Senas for quite a while but for some reason it was the culprit.  It would still charge the Senas but wouldn't connect for firmware updates.  I swapped the cable and things worked fine.

  • 0
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    Glen Smallwood

    David;

    When I finally gave up and called tech support, the end result was of the dual set I got, I had to send one back.  They replaced it very quickly and the new unit worked fine.  I just finished installing and setting the two units up and while I have not yet had a chance to use them on the road, so far I am happy with the support I have gotten and the limited use while testing to make sure things work.

    Hang in there.  It will be worth it in the end.

  • 0
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    David Tepper
    I was able to update the firmware on my SMH10R by swapping out the USB micro cable for another one I had.
    However, after the firmware update, the mic on BOTH of my SMH10R headsets is still not working with my iPhone 5S.
    It seems unlikely that the mic would stop working on BOTHA headsets unless there's a hardware compatibility issue with my SMH10R headsets.
  • 0
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    Jean-Luc Vernhet

    Clearly, there is a cable issue. On a "standard Dell PC" - USB 2.0 - I was unable to install the USB drivers until I chose to use the cables found in the box. The cables I was using first are the ones I commonly use for many other devices. Compatibility ....?

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    George Carmen

    Thanks Jean-Luc! I was having problems updating Firmware for my Bluetooth Audio Pack until I used the official GoPro USB cord. Also, I connected to a USB 2.0 hub from my 2009 iMac. 

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    Ken B

    Hi, I have windows 7 and 8 64 bit. I was having the same issue. Mine was simple to fix. The cord I was using did charge it and the red LED light came on but it did not work with the firmware update. Changed data cords and worked as it was suppose to.

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    valobal

    I was update firmware and it fails in the middle, afetr a message prompt to press center button until message dissapear. AFter that it shows a fail update message, but the problem is that intercom never power on again! anybody knows about a total reset or something to power it on again? I have a X-Com Nexx Intercom. regards

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    Alfredo

    Had the same problem with my MAC, changed to the cable my device came with and everything work fine...

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    Mike

    I can confirm that this is a cable issue at least some of the time.

    The Sena software wasn't recognizing my SMH10 because I was using a third-party microUSB cable (that was more convenient than the one from Sena).
    When I swapped for the original cable, Windows and the Sena software recognized the SMH10 immediately.

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    Byrdjohn50

    This is complete garbage. Send 10C won't mount to my Mac. Can't get firmware upgrade. What good is it if I can't download the videos? Send needs to get with the program.

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    AA

    This is a cross post.

    I have win7 installed. And own 2 Sena 3s units.

    What I tried:

    Reinstall the Sena "Device manager" software. (multiple times and restarts of windows)

    Swap USB ports and cable.

    Result: Device not recognised in the Sena software and an exclamation mark in windows.

     

    What DID work:

    I don't remember where, but I found a link on this help forum to an older version of the Sena "Device manager".

    Uninstalled the latest version and installed the much older version. (version 1. something) Followed the procedure.

    Upon starting this older version and connecting my 3S the device, it does not appear in the list as it wasn't available yet that time.

    If you're asked to upgrade the device manager program.

    Do so. If not just reinstall the newer version.

    Follow the procedures on screen.

    And after this Win 7 will properly recognise your 3S and the latest device manager will do so too.

     

    Sena, shame on you to make such a crappy program for updates.

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    Bill Henning

    I had this problem and it turned out to be my USB cable.  I swapped for another one and no problem.  Then another time it was a particular USB port on my laptop.  I switched to another one and go figure, but that fixed it.

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    Paul Roberts

    Updated does not work with OS X El Capitan.  I even tried opening a Windows virtual machine but that still did not work.  My mother-in-law happened to have an older Mac with a different OS and it the update worked fine.

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    Robert Canales

    DO ADMINS EVEN READ THESE AND OFFER HELP? ............Paul Roberts - Same here trying to get a brand new 10c online and working right... I'm on a MAC with OS X EL CAPITAN V 10.11.3... I can download Sena Device Manager, I can get device recognized, and it see firmware update possible... But then stops at about 15-16% saying "Failed to update firmware. No SD card", even though it is inside device... Im a pretty tech savvy guy too. This is bonkers how poorly this software manager is. If Sena even hints an excuse about, well Apple Software updated and we havent updated, I believe that would be a poor excuse. Especially for being the "leader" in the industry. 

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    Samuel Mendez

    THIS IS FRUSTRATING!!!!!

    Just purchased a Sena 10C and I'm getting the message"Failed to recognize device. No USB detected"

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    Paul Roberts

    Just to clarify to everyone, if you have a Mac and are running El Capitan you need to find an older OSX release or a machine with Windows.  Terrible QA @ Sena :(.

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    Sena

    @Robert Canales: Try following these steps:

    1. Unplug your 10C from your computer and restart the Sena Device Manager.

    2. Plug the 10C back into the computer.

    3. Power on the 10C.

    4. Insert a paperclip into the pinhole on the back of the main unit of the 10C and press down on the reset button for about 1-2 seconds. Pressing on the reset button will cause the 10C to power off. This is how to perform a Fault Reset.

    5. Hold down the Phone Button on the 10C for 5 seconds to have the Sena Device Manager recognize your headset and continue with the firmware update process.

     

    Make sure that you are using a 32GB or less SD card when updating the firmware on your 10C.

     

    @Samuel Mendez: Plug the 10C into a different USB port on your computer using the microUSB cable that was provided in the package.

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    Robert Canales
    ATTN: I have correct problem and issues to most issues I am seeing... Please spred the word

    If device not found: please make sure you press and hold phone button 5 sec and release before clicking next

    If sd not found messege appears: try another sd card, Sena is real finicky about cards, even if you have a class 10 card it may not work. Use an UHS (ultra high speed) card. I was having trouble with using SanDisk Ultra 32gb and when I switched to SanDisk Extreme Plus UHS all problems were gone. Plus card can handle write speed for HQ video regardless of frame rate set for SENA 10C.

    I hope this helps, because Sena didnt...
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    David Buchmiller

    I have an iMac (2013 vintage) running El Capitan. I had the same won't recognize message. I happened to have a logitech bluetooth mouse with its bluetooth antenna sensor plugged in to my mac. Upon removing it the computer recognized the headset immediately and I updated as normal. In other words it appears the bluetooth sensor was interfering with the Sena software.

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