Troubleshooting Accessories

Click on the category below and then click on the issue for more information.

One (or both) hearing devices unexpectedly drop out of audio streamingOne (or both) hearing devices unexpectedly drop out of audio streaming

Possible Cause	Possible Remedy
Hearing devices may be on the edge of the wireless range.	Move closer to the TV Streamer.
Battery levels in the hearing devices can no longer support audio streaming.	Replace the hearing aid battery with a new one.
The TV Streamer may not be positioned for optimal streaming.	Re-orient the TV Streamer spatially by turning a few degrees to right or left.
Large objects like furniture or a wall may be degrading the signal.	For best performance, your hearing devices should be within line-of-sight of the TV Streamer.

LED is solid blue, but no streamed sounds are heard in the hearing devicesLED is solid blue, but no streamed sounds are heard in the hearing devices

Possible Cause	Possible Remedy
Hearing devices are not within wireless range.	Move closer to the TV Streamer.
Audio stream needs to be manually started to be heard in hearing aids.	Manually start the audio stream via the remote, My Starkey mobile application, or hearing aid user control.
Hearing aids are not paired with the TV Streamer.	To associate your hearing aids with the TV Streamer, refer to the "Pairing" section in the StarLink Edge TV User Manual or StarLink TV User Manual.

I expect to hear audio streaming, but my LED is solid white on the StarLink Edge or green on the StarLink TV StreamerI expect to hear audio streaming, but my LED is solid white on the StarLink Edge or green on the StarLink TV Streamer

Possible Cause	Possible Remedy
Audio cable may be connected to “audio IN” on electronic audio source.	Ensure the cable is plugged into “audio OUT” jack on the electronic audio source.
No incoming audio signal is available.	Turn on the electronic audio source.
Electronic audio source output is not in the correct format.	Set the digital output on your electronic audio source to PCM or Dolby Audio.

LED is solid redLED is solid red

Possible Cause	Possible Remedy
Possible error condition.	Remove the power adapter from jack A, wait 5 seconds, and reinsert the power adapter.

Streamed audio is not synchronized with the television pictureStreamed audio is not synchronized with the television picture

Possible Cause	Possible Remedy
Many new televisions (such as HDTVs) take a long time to process the video signal, so they may delay the audio to maintain synchronization.	Try using another audio output jack (which may require a different type of cable) on your television. Try using another electronic audio source. For example, if currently using cable box, try the audio OUT on a television or vice-versa. Some electronic audio sources (such as televisions or A/V receivers) have a built-in option to adjust the timing sequence of audio and video.

Remote ControlRemote Control

LEDs do not illuminate when a button is pressedLEDs do not illuminate when a button is pressed

Possible Cause	Possible Remedy
Remote is in a locked state.	Move the switch from the Lock (down or right) to the Unlock (up or left) position.

LEDs illuminate, but hearing aids do not respond to a button pressLEDs illuminate, but hearing aids do not respond to a button press

Possible Cause	Possible Remedy
After moving the switch to the Unlock position, it may take a brief time to wirelessly “locate” your hearing aids.	Wait for about a second after unlocking before pressing a button.
Hearing aids are not paired with Remote.	Perform the pairing process with your hearing aids and Remote.
Battery levels in the hearing aid can no longer support wireless activity.	Install a new hearing aid battery.
Hearing aids are not powered on.	Power on the hearing aids.
Remote may be out of range.	Position the Remote closer to the hearing aids.

Binaural hearing aids fail to pair with RemoteBinaural hearing aids fail to pair with Remote

Possible Cause	Possible Remedy
Less than two hearing aids were found during the pairing process.	During the pairing process, make sure both hearing aids are available.
Battery levels in the hearing aid can no longer support wireless activity.	Install a new hearing aid battery.

Only one hearing aid is receiving commandsOnly one hearing aid is receiving commands

Possible Cause	Possible Remedy
Battery levels in the hearing aid can no longer support wireless activity.	Install a new hearing aid battery.
Ear selection switch is in the left or right position on the remote control 1.0.	Move ear selection switch to center (both) position.

My Remote is “locked-up” or non-responsive. What can I do?My Remote is “locked-up” or non-responsive. What can I do?

Move the slider from Unlocked to Locked and then back to the Unlocked position.

Table MicrophoneTable Microphone

One (or both) hearing devices unexpectedly drop out of audio streamingOne (or both) hearing devices unexpectedly drop out of audio streaming

Possible Cause	Possible Remedy
Hearing devices may be on the edge of the wireless range.	Move closer to the Table Microphone.
Battery levels in the hearing devices can no longer support audio streaming.	Replace the hearing aid battery with a new one or recharge your hearing device, if applicable.
Large objects like furniture or a wall may be degrading the signal.	For best performance, your hearing devices should be within line-of-sight of the Table Microphone.
Wireless connection with Table Microphone was lost.	To restart the audio stream, see "Start/Stop Audio Streaming" in the StarLink Edge Table Microphone User Manual or StarLink Table Microphone User Manual.
Hearing aid out of sync.	Power the hearing devices off and then back on.

Streamed audio quality is distortedStreamed audio quality is distorted

Possible Cause	Possible Remedy
Low battery level in Table Microphone.	Recharge the Table Microphone.
Volume of the audio source is not optimal.	Adjust the volume level of audio source until better sound quality is achieved on the StarLink Table Microphone.
Hearing devices may be on the edge of the wireless range.	Move closer to the Table Microphone.

Streamed audio quality is inconsistentStreamed audio quality is inconsistent

Possible Cause	Possible Remedy
Bluetooth devices may be on the edge of wireless range.	Move the Bluetooth device closer to the StarLink Table Microphone.

Audio stream is too loud or too softAudio stream is too loud or too soft

Possible Cause	Possible Remedy
Volume streamed from the Table Microphone to the hearing aid is not optimal.	Press the volume + or – button on the Table Microphone.

Table Mic Mode: Difficult to hear the speaker in noisy environmentsTable Mic Mode: Difficult to hear the speaker in noisy environments

Possible Cause	Possible Remedy
Table Microphone may be too far from the speaker.	Move the Table Microphone closer to the speaker’s mouth.

Remote Mic Mode: Difficult to hear the speaker in noisy environmentsRemote Mic Mode: Difficult to hear the speaker in noisy environments

Possible Cause	Possible Remedy
Table Microphone may be covered by clothing or poorly positioned.	Provide clear access from the Table Microphone to the speaker’s voice. The mic should be within 20 centimeters or 8 inches of the speaker's mouth for best results.

No streamed sounds are heard in the hearing devicesNo streamed sounds are heard in the hearing devices

Possible Cause	Possible Remedy
Hearing aids are not paired with the Table Microphone.	See "Pair with your hearing aids" in the StarLink Edge Table Microphone User Manual or "Pairing" in the StarLink Table Microphone User Manual.
No incoming audio signal is available on the StarLink Table Microphone.	Turn on the electronic audio source. Unmute or increase the volume on the electronic audio source.
Dead battery in Table Microphone or hearing aid.	Fully charge all equipment.

StarLink Table Microphone is not respondingStarLink Table Microphone is not responding

Possible Cause	Possible Remedy
Possible error condition.	Press the power button for 8 seconds to force shutdown. Turn on as usual.

StarLink Edge Remote MicStarLink Edge Remote Mic

One (or both) hearing devices unexpectedly drop out of audio streamingOne (or both) hearing devices unexpectedly drop out of audio streaming

Possible Cause	Possible Remedy
Hearing devices may be on the edge of the wireless range.	Move closer to the Remote Mic.
Battery levels in the hearing devices can no longer support audio streaming.	Replace the hearing aid battery with a new one or recharge your hearing device, if applicable.
Wireless connection with Remote Mic was lost.	Restart the audio streaming. Power the Remote Mic OFF and then ON again.

Streamed audio quality is distortedStreamed audio quality is distorted

Possible Cause	Possible Remedy
Low battery level in Remote Mic.	Recharge the Remote Mic. See "Charge your Remote Mic" in the Remote Microphone User Manual.

Difficult to hear speaker in noisy environmentsDifficult to hear speaker in noisy environments

Possible Cause	Possible Remedy
Remote Mic may be too far from the speaker.	Move the Remote Mic closer to the speaker’s mouth.
Remote Mic may be covered by clothing or poorly positioned.	Uncover the Remote Mic if needed. Position the Remote Mic near the speaker's mouth.

LED is double blinking white, but no streamed audio is heard in the hearing devicesLED is double blinking white, but no streamed audio is heard in the hearing devices

Possible Cause	Possible Remedy
Hearing aids are not ready to receive audio streams.	Power hearing aids OFF and then back ON.

StarLink Remote Microphone +StarLink Remote Microphone +

One (or both) hearing devices unexpectedly drop out of audio streamingOne (or both) hearing devices unexpectedly drop out of audio streaming

Possible Cause	Possible Remedy
Hearing devices may be on the edge of the wireless range.	Move closer to the Remote Mic +.
Battery levels in the hearing devices can no longer support audio streaming.	Replace the hearing aid battery with a new one or recharge your hearing device, if applicable.
Large objects like furniture or a wall may be degrading the signal.	For best performance, your hearing devices should be within line-of-sight of the Remote Mic +.
Wireless connection with Remote Mic + was lost.	To restart the audio stream, see "Start/Stop Audio Streaming" in the Remote Microphone + User Manual.

Streamed audio quality is distortedStreamed audio quality is distorted

Possible Cause	Possible Remedy
Low battery level in Remote Mic +.	Recharge the Remote Mic +.
Volume of the audio source is not optimal.	Adjust the volume level of the audio source until better sound quality is achieved.

Streamed audio quality is inconsistentStreamed audio quality is inconsistent

Possible Cause	Possible Remedy
Bluetooth Mode: Bluetooth device may be on the edge of the wireless range.	Move Bluetooth device closer to Remote Mic +.
Teleloop Mode: Remote Mic + may not be positioned for optimal streaming.	Re-orient Remote Mic + into a vertical position.

Audio stream is too loud or too softAudio stream is too loud or too soft

Possible Cause	Possible Remedy
Volume streamed from Remote Mic + to the hearing aid is not optimal.	Press the volume + or – button on Remote Mic +.
Volume of the audio source is not optimal.	Adjust the volume level of the audio source until better sound quality is achieved.

Remote Mic Mode: Difficult to hear the speaker in noisy environmentsRemote Mic Mode: Difficult to hear the speaker in noisy environments

Possible Cause	Possible Remedy
Remote Mic + may be too far from the speaker.	Move the Remote Mic + closer to the speaker’s mouth.
Remote Mic + may be covered by clothing or poorly positioned.	Provide clear access from Remote Mic + to speaker’s voice.

Bluetooth Mode: Caller cannot hear your voice during phone callsBluetooth Mode: Caller cannot hear your voice during phone calls

Possible Cause	Possible Remedy
Remote Mic + may be too far from your mouth.	Move Remote Mic + closer to your mouth or speak louder.

Teleloop Mode: Phone calls are not heard in hearing devicesTeleloop Mode: Phone calls are not heard in hearing devices

Possible Cause	Possible Remedy
Bluetooth connections with mobile phones are disabled while in Teleloop mode.	Move to another audio source. Reestablish your Bluetooth connection, if necessary.

LED is slowly pulsing green or blue, but no streamed audio is heard in the hearing devicesLED is slowly pulsing green or blue, but no streamed audio is heard in the hearing devices

Possible Cause	Possible Remedy
Hearing aids are not ready to receive audio streams.	To start the audio stream, see "Start/Stop Audio Streaming" in the Remote Microphone + User Manual.
Hearing aids are not paired with Remote Mic +.	See "Pairing with Hearing Aids" in the Remote Microphone + User Manual.
No incoming audio signal is available.	Turn on the electronic audio source. Unmute or increase the volume on the electronic audio source. Ensure a loop or FM system is present.

LED is solid redLED is solid red

Possible Cause	Possible Remedy
Possible error condition.	Turn off the Remote Mic +, wait 30 seconds, and then turn it on.

Input Mode LED is rapidly blinkingInput Mode LED is rapidly blinking

Possible Cause	Possible Remedy
Something is absent from the current audio source.	Attach a line-in cable, attach an FM receiver, or reestablish your Bluetooth connection.

Input Mode LED is not illuminatedInput Mode LED is not illuminated

Possible Cause	Possible Remedy
Input Mode LED is turned off to conserve battery power.	Press Input Mode button to illuminate the Input Mode LED.

Desired Input Mode is not availableDesired Input Mode is not available

Possible Cause	Possible Remedy
Something is missing from the desired input.	Attach a line-in cable, attach an FM receiver, or reestablish your Bluetooth connection.

Unable to Bluetooth pair with more than one Bluetooth deviceUnable to Bluetooth pair with more than one Bluetooth device

Possible Cause	Possible Remedy
Remote Mic + is already connected to an active Bluetooth.	See "Pairing with Bluetooth Devices" in the Remote Microphone + User Manual.

Unexpectedly lose StarLink TV Streamer (optional product) audio while LED is slowly pulsing blue on Remote Mic +Unexpectedly lose StarLink TV Streamer (optional product) audio while LED is slowly pulsing blue on Remote Mic +

Possible Cause	Possible Remedy
Some Bluetooth device sounds are higher priority than TV Streamer audio.	Move out of Bluetooth input mode on Remote Mic +.

StarLink Mini Remote MicrophoneStarLink Mini Remote Microphone

One (or both) hearing devices unexpectedly drop out of audio streamingOne (or both) hearing devices unexpectedly drop out of audio streaming

Possible Cause	Possible Remedy
Hearing devices may be on the edge of the wireless range.	Move closer to the Mini Remote Mic.
Battery levels in the hearing devices can no longer support audio streaming.	Replace the hearing aid battery with a new one or recharge your hearing device, if applicable.
Large objects like furniture or a wall may be degrading the signal.	For best performance, your hearing devices should be within line-of-sight of the Mini Remote Mic.
Wireless connection with the Mini Remote Mic was lost.	To restart the audio stream, see "Start/Stop Audio Streaming" in the Mini Remote Microphone User Manual.

Streamed audio quality is distortedStreamed audio quality is distorted

Possible Cause	Possible Remedy
Low battery level in Mini Remote Mic.	Recharge the Mini Remote Mic.

Audio stream is too loud or too softAudio stream is too loud or too soft

Possible Cause	Possible Remedy
Volume streamed from Mini Remote Mic to hearing aid is not optimal.	Adjust the stream volume via the remote, My Starkey mobile application, or hearing aid user control.

Difficult to hear speaker in noisy environmentsDifficult to hear speaker in noisy environments

Possible Cause	Possible Remedy
Mini Remote Mic may be too far from the speaker.	Move the Mini Remote Mic closer to the speaker’s mouth.
Mini Remote Mic may be covered by clothing or poorly positioned.	Provide clear access from Mini Remote Mic to speaker’s voice.

LED is slowly pulsing green, but no streamed audio is heard in the hearing devicesLED is slowly pulsing green, but no streamed audio is heard in the hearing devices

Possible Cause	Possible Remedy
Hearing aids are not ready to receive audio streams.	To start the audio stream, see "Start/Stop Audio Streaming" in the Mini Remote Microphone User Manual.
Hearing aids are not paired with Mini Remote Mic.	See "Pairing with Hearing Aids" in the Mini Remote Microphone User Manual.

LED is solid redLED is solid red

Possible Cause	Possible Remedy
Possible error condition.	Turn off the Mini Remote Mic, wait 30 seconds, and then turn it on.