i downloaded the firmware updater for the RUN but my windows 10 machine wont recognize the RUN case when i follow the directions exactly and plug it in via USB. my device manager says the driver for RUN headphones is bad and can't find a good one.

Comments

29 comments

  • Ian2290

    That's funny, I also tried the firmware updater on my windows10 laptop but had no problem with it detecting my earbud. My problem was with the updater not connecting to the earbud so I can't update them. I even tried a different computer and still same problem.

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  • Fizzo
    Yep, that happened to me also. I followed the directions on the application but it kept saying that failed to update device because it could not access it. I looked into the Windows settings to find there was a driver issue too.
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  • Ian2290

    Odd, I checked out what the device properties say about mine and it shows the Run as a generic input device on usb. Maybe try a different computer if you can and see what happens.

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  • Fizzo

    just tried that, no luck. my other laptop shows the device as a normal generic device until i run the update program then it changes to "unknown device". the updater recognizes the left and/or right earbud is attached but fails to update no matter what i do. i've done all the normal troubleshooting too. frustrated!!!

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  • buckbeak

    Same here, at first my PC couldn't recognize the usb device, I changed cables and it recognized, but "can not connect to earbud"

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  • millerk1981

    I thought it was just me. I tried several times. I have the white earbuds. I contacted tech support via telephone and tried troubleshooting with their staff. After another failed attempt I was told to exchange the unit at Best Buy due to a possible defective device. I did as I was instructed and got another set of Runs which has the exact same issue as the 1st. They can't open the device. I hope Jaybird fix this by the 30th otherwise I'm returning to Bose and getting the SoundSports Free. I don't understand why Jaybird didn't do the update through their app considering most people downloaded it for sound. I would love to love the headphones because the sound is great except when the bluetooth cuts in and out. Another frustration is the fact that you can only skip forward in tracks.

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  • MVRA

    I just submitted an e-mail to support but found this forum and interesting to see I have the same problem as so many of you. I've tried numerous times and get the "Error: Can not open device" I tried resetting the buds, ensuring there is a connection, and I even tried turning the bluetooth on my computer off just in case. The case shows up on my computer as "Jaybird RUN - Driver error" Really frustrating if there is an improvement to bluetooth connectivity but I can't get it. I hope they fix this soon or else they are getting returned before the Best Buy return window closes.

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  • buckbeak

    For everyone's reference, this is the error:

     

    a

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  • Sparhawk6

    Looks like they botched this release. I tried on 3 different machines (2 running Windows 10 and 1 running Windows 7), and I am seeing the same error. After you start the updater, a driver error surfaces that I can't seem to fix or get around.

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  • Matt6270

    Same problem here, too. "Can not open device" error. Tried on both Windows 7 and Windows 10 device. Come on Jaybird, fix this!

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  • Ian2290
    What I noticed is when I plugged them in my laptop, windows detects them and they are connected to my laptop but when you start the firmware update the program disconnects them and they are no longer showing up in the devices tab. I wonder if that may be the culprit. The updater disconnects the earbuds and then can’t update since they’re disconnected.
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  • millerk1981

    After trying and exchanging two pair of the headphones I returned them along with my Freedom 2's that were just awful when running in the sports mode. I don't see myself buying any more Jaybird products.

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  • MVRA
    Are we going to get any response from Jaybird support? Enough people are posting about this problem, so some response would be appreciated and expected even if the response is we are working on it. An estimated time for repair or resolution should be provided. If not, many customers will be returning their purchase, Jaybird support please respond to your customers. Thanks.
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  • guyverzero

    I don't think I've ever seen an expensive product just....not work before, until I got these. Maybe some Kickstarter stuff, but nothing from a big company. Loved the X2's, but with the X3's having issues of their own (despite still sounding nice and being very cool to own about 95% of the time) a screw up this big turns me off of a company.

     

    If I can't make it through ONE SONG before I have connectivity issues in a house without any neighbors for a while, your product is broken. When I try to update that product (which I already thought might be hopeless) and then the actual update fix is also broken....how am I supposed to trust this or any product you put out in the future?

     

    Returning these and picking up the Sony ones that come out next week. Probably should have just waited to begin with....

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  • SRG Darkness
    I’m having the same error as everyone here. The generic driver is having issues and does not register the headphones. I have tried it on 3 different laptops and a desktop. I will be using a virtual machine to emulate an Apple OS to see if maybe that works. Still would like for support to address this issue. I personally do not have an issue with connectivity but would like to have my product up to date
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  • Jaywax

    PLEASE TAKE DOWN firmware update. It does not work. Who in the world is managing tech support? This is bad for business.

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  • Jaywax

    The Mac Version works. I updated both earbuds. Windows version does not work.

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  • Sparhawk6
    Jaybird has acknowledged the issue. See this note on the firmware download page: NOTE: Some users are experiencing update issues with our Windows app. We are working hard to have a fix released in the coming days. If you are unable to update your Jaybird RUN, please provide your email address and we will notify you as soon as a fix is available.
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  • Fizzo

    Here is the link to sign up for update notifications:

     

    https://www.jaybirdsport.com/en-us/dfu-download/dfurun-win.html

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  • MVRA

    So I finally got a response to my ticket including this suggestion: " I would like to inform you that there are running some issues when you are trying to perform a firmware update on windows. We highly suggest to use a MAC PC and let us know if this will fix the issue."

     

    So instead of using my Windows machine, the suggestion is I need to use a mac despite this item supposedly being compatible with Windows. If it were that easy, I would've already done this based on comments here saying it works on Mac. Very poor handling of a major tech issue, took days to acknowledge the issue and then poor responses. I hope they can resolve this soon or else they will lose me as a customer as well as everyone else with whom I'll share my experience. It's a competitive market, Jaybird step it up!

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  • lordofthereef

    So I am having a strange issue that is not quite like what everyone else is saying.

     

    I am able to update the right earbud, but only the right earbuds. This works in Windows 10 and OS X. I plug in the left earbud as per instructions and nothing happens in OS X. In windows it tells me that the USB device couldn't be recognized.

     

    As far as connectivity I seem to still be able to use them. The right bud is on 1.1.0 and the left on 1.0.4 ( I assume since the right one came with 1.0.4).

     

    My concern is whether I have a defective left bud or if this is just another software quirk that is to be ironed out. I plan to start my own thread about this too after searching a bit if I don't see this exact issue posted.

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  • Stian89

    So, did the few of you who managed to upgrade the firmware, notice anything connectivity-wise?

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  • amoszachariah
    My laptop is unable to recognise the device because of faulty driver. And hence unable to do the firmware update. Is it possible to install driver somewhere for this earbud?
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  • lordofthereef

    I did not see any connection issues improve, however I have not had really any, to be honest. If I put may had completely over my left ear I am able to get the connection to cut out. Beyond that it seems to work perfectly well. This is connected to an iPhone 6S plus. I have not tried a connection to my watch yet.

     

    Keep in mind my right bud is on 1.1.0 and left 1.0.4

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  • Jaywax

    I did a reset on my buds after update. Just in case. Still had some drops at the gym, but not as much.

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  • lordofthereef

    I just called jaybird customer support. I am not able to reset the buds and now the left bud will not connect at all. They opened a ticket for me.

     

    Again, the right bud is on 1.1.0 and the left, presumably, 1.0.4 since it hasn't been able to be updated.

     

    What a mess :(

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  • Ian2290

    Got a message from support saying the windows version if fixed. I downloaded the new version and successfully updated the firmware on my buds.

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  • amoszachariah

    Download and successfully updated. But then, the ear bud is still easily affected by the environment and lost sound for both buds for 0.5s or so. Ain't sure if it's a hardware issue, please fix it and maybe offer us loyalty customer, a premium price to get RUN ver 2.0 in the future.

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  • Mikio Karmann

    Hello everyone,
    Today I updated my Jaybird Run to firmware v1.1.6 on my Mac.
    IMPORTANT: use the original / supplied USB cable.

    It didn't work on my PC Windows 10 (64 bit)

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