FAQ

This section contains answers to frequently asked questions and further information.

If the devices are not discovered

When the devices are not appearing:
  • Check that the devices are powered on.
  • Ensure the devices are connected to the same network.
  • Try refreshing the device list.
  • Attempt to add the device manual by using the IP address, see Adding devices.
Check the network connectivity:
  • Verify the network connections.
  • Check the Firmware Updater and devices are on the same network subnet.
  • Test device reachability with manual IP addition.

If the firmware update failed

The update failed:
  • Check device connectivity before starting updates.
  • Ensure devices are not busy with other operations.
  • Verify stable network connection during updates.
  • Look for specific error messages and suggested solutions.
A common error message appears:
  • Update failed due to network interruption
    • Check the network and retry.
  • Device powered off during update
    • Check the power source and restart the process.
  • Incompatible firmware file
    • The firmware prevented the update from starting.
For offline updates, verify that the local firmware image matches the device model and version and that the file is not corrupted (checksum validation).

If a bulk operation partially failed

Some devices in the batch did not complete:
  • Review the post-operation summary — successful and failed devices are listed individually
  • Failed operations are automatically retried once before being flagged; retry the remaining failed devices independently
  • Confirm that failed devices are online, reachable, and not busy with other operations
  • Remember that ineligible devices are silently excluded from a bulk action and reported in the summary

If you have password and security issues

Changing the password failed:
  • Verify the device is online and reachable.
  • Check that the password complies with the complexity requirements.
  • Ensure the device is not busy with other operations.
  • Try again after a brief wait.
The device can not be claimed:
  • Check the network connectivity to the device.
  • Verify the device is powered on and responsive.
  • Ensure the device hasn't already been claimed.
  • Try refreshing the device list and attempting again.
A security certificate warning appears on a known device:

  • This can occur after a factory reset performed outside the application, or may indicate a potential security threat

  • Review the alert and either accept the new certificate or remove the device from the list

  • The device remains blocked and unusable until the warning is resolved

If you are installing on macOS

The application will not install or launch:

  • Confirm you are running macOS Ventura, Sonoma, or Sequoia on Apple Silicon (M-series); Intel Macs are not supported

  • Install by dragging the application from the DMG into the Applications folder

  • The application is code-signed and notarized, so no security warnings should appear — if the required .NET 8 runtime is missing, use the download link provided by the application

If you have performance issues

The response is slow:
  • Use smaller page sizes for better performance.
  • Apply filters to reduce the number of visible devices.
  • Close other applications if experiencing slowdowns.
  • Refresh the application if data seems outdated.
If you have large inventories:
  • Use pagination effectively (recommended: 50 devices or less per page).
  • Apply filters to focus on relevant devices.
  • Use search to quickly locate specific equipment.

If you have interface issues

The display has problems:
  • Try toggling dark mode on/off to refresh interface.
  • Check that your browser supports the application.
  • Clear browser cache if interface elements aren't loading properly.
  • Ensure adequate screen resolution for an optimal display.

Other problems

This manual covers all functionality available in the 1.3.0 release. For additional support, please contact our technical support team or submit a request at at help.sennheiser.com/request.