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SMH10 Why am I getting a near constant (and VERY annoying) Click Click Pop Pop sound in my SENA SMH10 headset??

DeadEye
asked this on September 26, 2012 11:17 AM

#8131 SMH10> Constant Click Click Pop Pop

There is a near constant (and VERY annoying) Click Click Pop Pop sound in my SENA SMH10 headset. This can be heard while the connection is open between the SR10 as well as while in intercom mode between SMH10's. This is not isolated to a single SMH10 but seems to be common to all SENA SMH10 headsets in our ride group. Most of our headsets are running at the v4.1.0 and v4.1.1 firmware levels.

 

Is there a solution to available ?

 

Comments

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Sena
Sena Technologies

Sorry about your inconvenience. We need to get more information from you though.

-  Have you tried this with disabling PLC (Packet Loss Concealment) option in the manager?

Mostly, PLC works great but sometimes may not. Please check this and get back to us.

- Have you used this in older version firmware? v3.3

September 26, 2012 08:35 PM
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Bc3blalock

I have the same issue and have disabled the PLC with no change. The helmets were taken away from any buildings or interference and I tried activating intercom using the VOX and also without VOX(pressed the button) but no difference. It is a sound like popping corn.

March 06, 2013 06:12 AM
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Bc3blalock

I should add to my comment I have brand new units and am on the 4.1 software. These units were received about Feb. 25, 2013.

March 06, 2013 06:13 AM
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Anders Nordh

Hi, I have the exact same issue with my new Sena units. I was on v4.1 but have the same issue after upgrade of both units to v4.2.

Anyone, any suggestions?

Kindly,

Anders

May 16, 2013 11:13 PM
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Tweeteew

Its now July 2013 and I to am having hissing/poping only when I'm using my intercom. Did you get your problem resolved?

July 25, 2013 09:13 PM
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Bc3blalock

The last time I used both helmets the popping was still there. I have not used them in over 3 months due to some surgery but will be riding again starting in the morning. I will give them a test again.

July 26, 2013 07:10 AM
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Paul Farrelly

I purchased units in Feb this year from the reseller at the Australian round of the world superbiles. My units (Both) of the SM10H give a constant popping of corn sound. It is quite annoying. Do we have any answer for this yet??

 

September 22, 2013 04:25 PM
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Am10hove

Hi I have had SMH10 for 3 years and since I updated to V4..2 I have noticed a clicking popping noise. any progress on fixing this.?

October 19, 2013 01:14 PM
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Am10hove

sorry just checked since I updated to V4.1

October 19, 2013 01:39 PM
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John Young

Hi 

I have just bought this and there is loud poping/snapping noises from both headsets Not good at the price!

October 26, 2013 08:03 AM
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John Young

Hello Sena,

I have recently bought your product and have a small issue like the ones posted above. I see you responded in September 2012 and not since! Now to me that is not good customer service. 

I will report my findings to the many motorcycle forums in the UK

Many thanks 

October 26, 2013 11:10 PM
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John Young

As there is no reply I will return to store 

 

they can contact you

 

No more Sena for me :)

October 27, 2013 09:31 AM
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Paul Farrelly

For John Young. I made my complaint back in September this year and Senna responded within a couple of days. It came with an apology for the inconvenience and they asked for more information. When I gave Senna a run down of my riding region. All open country and some city cycle.And another  riding friend that lives 600 kilometers away also has the same issue. The reply came back that we were having interference issues from something. And that was all they said. I have heard nothing from them since.  I have found that the popping sound is quite constant over 2 and 3 headsets connected , I have not tried any more connected but it is still there. If I rode behind the other 2 units and we had cliff walls in between the units would almost go silent and then when back in eye contact they would start to popp again.  When using as a solo unit there is no popping at all even during phone calls and listening to music. I have noticed that the mic boom is quite sensertive and wonder if it may be some sort of static created from the helmet material or something like that. All the units that I have experienced this crack / popp noise are using the boom mic. I would be interested to know if the issue is still there with the other mic application? Any way John I must say that the use of these has increased the level of enjoyment between my riding buddies so I will continue to use them and hopefully Senna can come up with an answer to the problem as they have enormous potential. Happy riding . Paul Farrelly South Australia.

October 27, 2013 01:54 PM
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John Young

Hi Paul

Many thanks for your reply. I bought this"top of the range" intercom set so my wife as pillion would be impressed. We cant bear to have the helmets on with the Sena switched on! 

I am returning the units before we even go out!

 

I hope this makes it way to " Google"

 

thanks again

October 27, 2013 02:02 PM
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Dean
Sena Technologies

John,

If you're testing the headset inside your house, you will get interference from WiFi and other sources. Try riding out in the open with these headsets.

Dean

October 28, 2013 08:14 AM
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John Young

Hi Dean,

Do you work for Sena? Are you saying by being on a motorcycle the popping noise will go away? I think you will find everyone else with the same problem has already proved this does not go away by being on a motorcycle and to be honest I find the solution you suggest as an insult on my intelligence. The headset is to work with bluetooth. What is in my house that would interfere to cause the problem? Only my mobile which it is paired too!

 

October 28, 2013 12:34 PM
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Dean
Sena Technologies

Hi John,

I do work for Sena. What I suggested is simply to remove yourself from interference you may have in your home. Bluetooth uses 2.4 GHz frequency which is also used in Wi-Fi access points, some cordless phones, microwave ovens, baby monitors.... If you are still experiencing these noises you can call our support line 866-300-1235

October 28, 2013 01:56 PM
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John Young

Hello Dean

thank you for your reply. Did you choose to ignore my point that the many others on here with the same problem have tried on there bikes. I am too long in the tooth for baby Moitors. My Microwave oven would not understand bluetooth but might zap a pace maker :)

I think it would be far better to return goods to my retailer for a full refund and let them take the issue up with Sena. I parted with good hard earned cash for goods to work. Not to be told try this that and the other then if that fails ring this number!

 

Sorry in my book I buy the best to get the best. I made the wrong choice ;)

 

regards 

October 28, 2013 02:14 PM
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Paul Farrelly

Hello John. I might add to this my response from Dean.  His answer was simply that we were all suffering from interference . The answer was also quite an insult the way it was delivered to me. I might add that our riding is quite varied and it is easy not to see a house or a power line or anything for hundreds of kilometers. We ride different machines and have different apparel but the noise is always the same ,I feel now that is must be an issue relating to their software. if not related to the headset equipment. I think that Dean is the bottom of the chain and we need to go above that to get this sorted out. What do you think? I dont want to not use the Sena equipment but I want the issue fixed. it would almost be the perfect addition to any riding equipment once sorted out.

Cheers Paul Farrelly . South Australia.

October 28, 2013 02:16 PM
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John Young

Hello Paul

Obviously there is only an issue with a few sets looking at the feedback. I, like you would rather the issue was resolved. It is easy for me. I only bought my set a week ago and know I have a right to a full refund. My problem as your aware is i still want an intercom system. The answer for Sena to win hands down on this Market totally is to agree to exchange the units for previously tested units with no noise. Take back the problem sets, test them and resolve the issue.

Seems such an easy solution but like managers at work, the easy solution or the obvious answer does not pass there mentality

Lets hope I can help others as like i say mine is going back to USA

October 28, 2013 02:30 PM
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Paul Farrelly

I Should amend my statement. My response was in the same fashion but was responded by Austin Jones. Apologies to Dean.  The fact remains that they do not appear to want to solve the problem and their answer is that we have the problem. 

Paul Farrelly

October 28, 2013 02:32 PM
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Paul Farrelly

Hi John. Thanks for the reply. Yes if it is only a few sets then they should be able to pinpoint the problem or at least work back till they do. The response team are way to quick to point out that we have the problem because they are too smart to have it. I thought this section on their website was for customer service? Now they give you a phone number?? What the ....

Paul Farrelly

October 28, 2013 02:40 PM
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John Young

Hi Paul

its called " customer service" , some companies make you go the long way round in the hopes you give up.

good companies would replace and sort the problem out and build on the reputation we would spread. I am spreading the word now. Maybe not the word Sena would like.

I work for Virgin and they seem to have built there business on customer service !

October 28, 2013 02:44 PM
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Am10hove

I agree with Paul , I have only had this issue since the software upgrade and it is most noticeable  when riding around town or city ,

So agree  it is iinterference issue  but more a software problem rather than the actual headset.

Anton

New zealand

October 28, 2013 02:47 PM
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John Young

Hello Anton,

so why dont Sena sort this issue? Its so easy to profit from a slight problem. The feedback for great customer service they could gain form solving this problem instead of telling you to try it on a bike! As if that will solve the issue!

many thanks for your reply.

 

October 28, 2013 02:52 PM
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Dean
Sena Technologies

If you are hearing static during intercom and are riding out (not testing at home or office). 

Static (popping and crackling) noise is common to bluetooth intercom feature. Severity of the noise will vary with distance, physical barrier, RF interference, and battery power level. However, there should be little or none of such noise if SMH10s are used outdoor, in-line of site, and near each other.

If you feel that noise is too excessive.

First - try performing a factory reset. 

This factory reset will clear the pairing history on your headset.

1. To restore the SMH10 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, good-bye”.

3. If you don’t press the Jog Dial within 5 seconds, the reset attempt is canceled and the headset returns to stand-by mode. You will hear a voice prompt saying, “Canceled”.

After a Factory reset, you will need to re do the pairing between your headsets.

To pair your headsets:

1. Turn on the two SMH10 headsets (A and B) that you would like to pair with each other.
2. Press and hold the Jog Dial of the headset A and B for 5 seconds until red LEDs of the both units start to flash rapidly. You will hear a voice prompt saying “Intercom pairing”.
3. Simply tap the Jog Dial of any one of the two headsets A or B (It doesn't matter that you choose A or B.) and wait until the LEDs of both headsets turn to blue and intercom connection is automatically established.

Second is to do what we call a fault reset - Insert a paper clip into the reset pin-hole (located in the back of the main module) and press the reset button for a second with light pressure.

Other things to consider; make sure that contact points on the clamp are clean. Make sure that the main unit is clipped in the well in to the clamp. If you have done a recent firmware update on your headset, I would also recommend performing a factory reset.

If you continue to have this issue, contact the support # 866-300-1235 for a warranty exchange.

Dean

October 28, 2013 03:10 PM
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John Young

Hello Dean 

many thanks for your detailed reply. I have also recieved this from raising a ticket with Sena and feel it might be good to share

 

Hello John,

It can be the main unit of either headset. One could have a bad transmitter or one could have a bad receive.

It is hard to tell unless you have access to another Sena Headset.

We can do the warranty exchange for you, but if you reside out of the United States, we would need for you to pay for the shipping. Which is why I would recommend exchanging it from your retailer/dealer if you are outside of the United States.


Regards,
Tristan

 

 

October 28, 2013 03:14 PM
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Paul Farrelly

Oct 03. ". And since it is on all your buddies units, that tells you its a known noise that can happen with signal interference". This was my answer from Austin Jones in regard to the popping noise. The issue was then dropped.

Now he say this

Austin Jones, Oct 28 15:30 (PDT):

Hello,

It is the interference of the signal when the devices are in the intercom mode that opens a certain channel ( freq ) which means the headsets are open on the same channel for the intercom mode. Which means they are broadcasting the same ( freq ) causing the interference or noise in the intercom mode. Which it is going to have the Popping sound.

Thank you,

Austin Jones
Technical Support Engineer
Sena Technologies Inc.

I still think that something else could be done to eliminate this" pop corn popping" sound. My two units I use on 4 different helmets .That is I have 2 blue tooth units with 4 helmet fittings. The noise is there no matter what helmet is set up.  My friends that also have these new units are experiencing the same problem and when I blue tooth to them it is also the same thing. 

So are you saying that this is normal? Austin?. I would think that if this is normal and is a condition of the Sena blue tooth  headsets then it would be advisable for all to try these before they buy because I for one would not have purchased this item if this condition was a normal part of the system. If you have sold  perhaps thousands of these and there is only a hand full with this popping noise complaint  then I suspect it is limited to a certian batch . Why dont you just replace with the non-popping units?

October 28, 2013 04:00 PM
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John Young

Hi

do you believe this happens with ALL intercom sets rider to pillon or is it just the minor few. Should i exchange or get my money back?

October 28, 2013 04:04 PM
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John Young

Hello,

I was told by Tristan that Cameron would look after my units. I was asked to return the units and carefully packed every item back in the original box as when it was purchased even finding the wire ties for the cables. I included the instructions and reciepts.

I have just recieved my new replacement! A plain brown box with no instructions no notes no reciepts no cables I am DISGUSTED AT SENA i intend to go on every forum I can and post how disgusted I am at there service. I even had to pay there postage and customs for the privalage to be treated and sent this load of rubbish.

NOT HAPPY

November 11, 2013 04:45 AM
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John Young

this issue is still ongoing and still without units

will send a tweet on twitter :)

November 18, 2013 09:19 AM
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Tgreenw900

The issue is also with the SMH-5. I did the 2 resets and firmware upgrade and it's back worse than ever. Is there a fix? 

January 20, 2014 04:40 PM
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John Young

Hi

I was sent a new set and they have the exact same problem

If you can get your money back do so and go elsewhere for a decent intercom system these are crap

 

John Young

January 21, 2014 09:23 AM
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John Young

NOPE, I was sent a brand new replacement and there still just as bad, there good if you dont use them as an intercom! The exact reason I bought them. My messsages are being scanned the last one did not get posted! Big brother here as well!!

January 21, 2014 10:14 PM
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Tgreenw900

Yes it's a bummer for all concerned. I am going to try to revert back to an earlier firmware _downdate_    

 

Can anyone verify if the cracking popping hissing was absent on the brand new units last year????

 

I tried UClear and a few other brands and these were the by far easiest to use and the quality is there. 

 

I'm not with Sena but I think they are very aware of this and working on a fix,

 

In the mean time try the downgrade and lets see if that helps.

 

I am running my music on zero volume and then just hitting the jog to initate a call instead of leaving it open.

 

It's just the nature of this digital stuff, it's new for us all.

January 22, 2014 08:29 AM
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John Young

Hi

I have no problem and do not hear popping etc on anything else JUST on intercom the only reason I bought the system!

No popping on music or phone calls

January 22, 2014 08:37 AM
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michael aldous
Brand new unit, lots of static and popping. Would like to know what sena has plans to do to fix this.smh10-11.
February 18, 2014 05:26 PM
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Tgreenw900

Sena offered to swap my SMH5's for new ones which is a great move on their part and I have to say thanks. However is the new ones have the same issue why bother?

I went ahead and did my 3rd reset both soft and hard. I loaded the NEW Sena software for Mac and it does seem to work a lot better and did not crash on Mavericks 10.9.1.

I downloaded a few older software dates and was able to go back to 1.2.1. I tried to do an earlier version but it would not take it so I'm thinking you can only go back one at a time?

Tested the helmets in the house and it was fairly quiet. The only noise was deep in the background so I think the issue is in the newer upgrade software. I'm riding with some very novice riders and it's great to be able to coach them real time. 

If this downgrade does not work out I will go back in time with the software.

 

My unit is an SMH5 but I can see the SMH10 is also affected.

February 21, 2014 09:52 AM
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Chris

Yep.  Just to add my name to the list with this issue.  I've two SMH10's and an SMH5.  All three units do it in intercom mode (but not phone or music).   I range far and wide and in areas where there isn't even any cell service, and I ride on different bikes.  So, I'm pretty sure it's not an interference issue.  The problem did start with a particular s/w upgrade to the SMH10's.  I don't remember which one, but the new features of later software make me unwilling to step backward.  Dean and I had tried resetting all the units multiple times.  Connecting the phone while ensuring I didn't have two A2DP (?) connections at the same time, turning off features.  Everything.  Dean offered to have me return the unit for warranty, but I declined as I was certain it was a software problem.  (Not only because the units didn't have this issue when I bought them, but only after a S/W upgrade). Dean mentioned that he rides with the same units and hasn't had a problem.  Oh well.  I just have to turn on intercom when I have something to say.  Fortunately, have been married 35 years, so that isn't too often :)

I'm sure there are many others with this issue that just haven't spoken up in this forum yet (like me, until now).

I wish Sena would take us seriously and authorize a software team to look at the software changes (around 4.0) to see what may have been done that pops the audio during intercom conversations.

After reading this list

February 27, 2014 06:37 PM
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Tgreenw900

The popping is better on the SMH-5 with the software 1.2.1- I'm still unable to go older but why should I have to? Still waiting for Sena to fix this. 

 

In the meanwhile 3M foam ear plugs that have 33 db noise reduction work great to quiet the static but you just can't hear your buddy talk to you.

 

IT"S THAT LOUD

 

I bought a set of U-Clear and am using those. So Sena you go bankrupt and out of business one customer at a time like your loosing me. 

March 10, 2014 10:51 AM
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Kendrix

I just submitted a request with the same problem. Purchased NIB from amazon a pair of the smh10 and i have the problem with cracking and popping in intercom mode. This happened on FW v 4.1 that it had shipped with, and also does it on 5.0. This is extremely annoying. It appears that everyone seems to be impacted by this dreadful cracking and popping. I have enabled and disabled PLC with no change. Mine are still with in my return time frame. I hope that sena has a solution, or I will return with a full refund. 

March 11, 2014 03:06 PM
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Brad Haines

I bought two units yesterday at the York Motorbike Festival and they are doing the same thing, Cracking, Popping and it sounds like someone is frying sausages on the BBQ. This happens only in intercom mode.

I did all the reset stuff after watching every youtube video's that Sena have posted. Made no difference at all.

After reading all the negative comments I'm just going to take mine back for a full refund. Sounds like they will never address this issue because they simply don't know how to fix it or what is even causing it.

April 13, 2014 06:20 PM
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Brad Haines

My two units are now fixed with the new 5.0.1 software. Got to set your mic onto low gain. Both units are crystal clear now. no more popping or hissing.

Thanks for sorting this out.

April 14, 2014 01:56 AM
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Tgreenw900

I too updated the SMH-5 to firmware3.0 and it's crystal clean on them as well. My original set were replaced by SENA and with the old software it has a bit of static. With this new upgrade there is none. Thanks SENA-I have since purchased 2 more pair for gifts for friends. 

April 16, 2014 09:49 AM
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Michael Jo66

I live in Vancouver, Canada and bougtht SMH-10 end of last year. I did not use it until this year April. I have pop and cracking sound on both.

It is very annoying, and I do not know what software it has. If Brad had fixed his problem with 5.0.1 software update, maybe I could do the same?  

May 19, 2014 02:38 PM
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michael aldous
I had the same problem, updated mine 2 weeks ago and they are great. No problems ay all after the update
May 20, 2014 11:52 AM