Troubleshooting

Possible Cause	Possible Remedy
Hearing device may be on the edge of wireless range.	Move closer to the SurfLink Media.
Battery level in hearing device can no longer support audio streaming.	Replace hearing aid battery with new one.
SurfLink Media may not be positioned for optimal streaming.	Re-orient SurfLink Media spatially by turning a few degrees to right or left.
Large object, such as furniture or a wall, may be degrading the signal.	For best performance, your hearing devices should be within line-of-sight and about the same elevation as SurfLink Media.

Possible Cause	Possible Remedy
Hearing devices are not within wireless range.	Move closer to the SurfLink Media. Adjust the Streaming Activation Control slider to the far right.
Telephone memory may be active.	When telephone memory is active, streaming is stopped. Ensure hearing device is in a memory capable of streaming.
Current audio fidelity setting is not supported by hearing device.	Adjust the audio fidelity switch to the bottom position ().

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 correct format.	Set the digital output on your electronic audio source to PCM. Audio formats not compatible with SurfLink Media include RAW, Dolby Digital®, AC3 and MPEG.

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

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.

Possible Cause	Possible Remedy
SurfLink Programmer is not properly connected to the computer.	Unplug the USB jack from the computer and reconnect it to the same USB port.
	Unplug the USB jack from the computer and reconnect it to a different USB port on the same computer.
	Run the Hardware Wizard located in Microsoft Windows.
	Restart the computer.

Possible Cause	Possible Remedy
Hearing device battery may be weak or need replacement.	Replace hearing aid battery with new one.
Hearing devices are not within wireless range.	Move closer to the SurfLink Programmer.
SurfLink Programmer may not be positioned for optimal programming.	Re-orient the SurfLink Programmer spatially by turning it a few degrees to the right or left. Ideally, the SurfLink emblem should be facing the hearing devices.
Hearing devices do not support interaction with SurfLink Programmer.	SurfLink Programmer only interacts with wireless hearing devices from AAH except Honor and Halo.
Hearing devices not powered on.	Power on the hearing devices.
There may be nearby wireless interference, such as RF wireless headphones, RF TV listening systems, cell phones, or other electronic equipment broadcasting a signal at or near the same frequencies.	Moving hearing devices closer to SurfLink Programmer will provide more broadcast power to the hearing devices. This may override interfering transmissions, thereby improving the connection.
	Turn off interfering electrical equipment.
	Adjust the transmitting frequencies on interfering electrical equipment.

Possible Cause	Possible Remedy
Hearing device battery may be weak or need replacement.	Replace hearing aid battery with new one.
Hearing devices are not within wireless range.	Move closer to the SurfLink Programmer.
SurfLink Programmer may not be positioned for optimal programming.	Re-orient the SurfLink Programmer spatially by turning it a few degrees to the right or left. Ideally, the SurfLink emblem should be facing the hearing devices.
There may be nearby wireless interference, such as RF wireless headphones, RF TV listening systems, cell phones, or other electronic equipment broadcasting a signal at or near the same frequencies.	Moving hearing devices closer to SurfLink Programmer will provide more broadcast power to the hearing devices. This may override interfering transmissions, thereby improving the connection.
	Turn off interfering electrical equipment.
	Adjust the transmitting frequencies on interfering electrical equipment.

Possible Cause	Possible Remedy
SurfLink Remote is locked (orange exposed on lower slider button).	Unlock remote by moving lower slider button to left, thereby covering exposed orange.
SurfLink Remote and hearing devices have not been properly synchronized.	Within Inspire® software, professional enters fitting session with hearing devices. Within Accessories, select the “Remote Control” box and enter the serial number of SurfLink Remote (3E followed by a 4 digit number) to sync the hearing devices with this specific SurfLink Remote.
Hearing device battery may be weak or need replacement.	Replace hearing aid battery with new one.
Hearing devices do not support interaction with SurfLink Remote.	SurfLink Remote only interacts with wireless hearing devices from AAH except Honor and Halo.
Hearing devices not powered on.	Power on the hearing devices.
SurfLink Remote may be out of range.	Position SurfLink Remote closer to the hearing devices.

Possible Cause	Possible Remedy
Hearing devices are not within wireless range.	Move closer to the SurfLink Media.
SurfLink Remote may not be pointed in proper direction.	Point SurfLink Remote directly toward SurfLink Media, not toward your hearing devices.
SurfLink Media may not be positioned for optimal streaming.	Re-orient the SurfLink Media spatially by turning a few degrees to the right or left.
Unexpected event may have caused the SurfLink Media to operate improperly.	Reset the SurfLink Media by removing the plug from wall, waiting 10 seconds, and reinserting the plug into the wall outlet.
Unexpected event may have caused the hearing devices to operate improperly.	Reset the hearing devices by opening and closing battery doors.

Possible Cause	Possible Remedy
SurfLink Remote is locked (orange exposed on lower slider button).	Unlock remote by moving lower slider button to left, thereby covering exposed orange.
SurfLink Remote may need servicing.	Return SurfLink Remote for servicing or replacement.

• The SurfLink Mobile can usually be reset by pressing the power button for 30 seconds and releasing. In some cases, there will be no apparent response from the SurfLink Mobile. Press the power button again for about 3 seconds, which should now power on the display.

• See SurfLink Mobile Firmware Updater via the Help menu.

It depends on the version of firmware.

• Yes. Touch Screen inactivity adjustability is available with Firmware Version 1.4 or later. On the SurfLink Mobile, go to Tools>Settings>Display>Sleep Delay and choose 1 (default), 3 or 5 minutes.

• No. It impacts only the generated indicator from the hearing aid.

• The phone ringtone is considered a streamed input; the volume can be increased via the SurfLink Mobile volume controls. SurfLink Mobile will remember the volume of the ringtones going forward.

• The length of the alert is not long enough for SurfLink Mobile to establish a streaming communication. Think about the incoming phone call: there is a 1 – 2 second delay between the phone receiving the incoming ringtone and the SurfLink Mobile receiving the incoming ringtone. It takes that long for it to establish communication. Once engaged in an active stream, the phone indicator (like any streamed input) can be increased with the SurfLink Mobile’s volume control. However, the alerts are neither repeated nor long enough in duration to establish an active stream; therefore, the volume cannot be increased with the SurfLink Mobile’s volume control. Using the cell phone settings screen to increase the volume will not work either because the alerts are simply not long enough to establish a streaming communication.

  Note:  If the SurfLink Mobile is engaged in an active stream (media, phone or remote mic), the email and text alerts will be streamed at this time because the SurfLink Mobile is already engaged in an active stream and “awake” to any and all streaming inputs.

• No. The SurfLink Mobile can only be synced to one Left and one Right hearing device at a time.

• No. A set of hearing devices will only respond to one SurfLink Mobile at any given time. To use a different SurfLink Mobile with a set of hearing devices, the hearing devices would need to be synced to the different SurfLink Mobile. If the hearing devices were previously synced to the different SurfLink Mobile, then the hearing devices would need to be re-synced (i.e., “trashed” and then synced).

• No. Hearing devices can only be used with one remote control accessory at a time. It must be synced to either the SurfLink Mobile or the SurfLink Remote; it cannot be synced to both at the same time.

• The SurfLink Power Batteries are highly recommended.

• No. The SurfLink Mobile battery does not have a memory effect so it can be recharged at any time. In fact, recharging the battery before it is fully drained will prolong its life. It is better not to fully discharge the battery prior to recharging it.

Possible Cause	Possible Remedy
Hearing device may be on the edge of wireless range.	Move closer to the SurfLink Remote Microphone.
Battery level in hearing device can no longer support audio streaming.	Replace hearing aid battery with new one.
Large object, such as furniture or a wall, may be degrading the signal.	For best performance, your hearing devices should be within line-of-sight.
Outdated hearing device firmware.	Update hearing devices with the most recent firmware.

Possible Cause	Possible Remedy
Hearing devices are not within wireless range.	Move closer to the SurfLink Remote Microphone.
Hearing devices are not properly synced with the SurfLink Remote Microphone.	Sync hearing devices with the SurfLink Remote Microphone.
Battery level in hearing device cannot support audio streaming.	Replace hearing aid battery with new one.

Possible Cause	Possible Remedy
Possible error condition.	Turn off the SurfLink Remote Microphone, wait 15 seconds, and turn on the SurfLink Remote Microphone.

Possible Cause	Possible Remedy
Signal-to-noise performance not optimal for current hearing device memory.	Change to the memory optimized for use with the SurfLink Remote Microphone.
SurfLink Remote Microphone may not be positioned for optimal streaming.	Re-orient the SurfLink Remote Microphone spatially by turning a few degrees to right or left.
SurfLink Remote Microphone may be too far from the speaker.	Move the SurfLink Remote Microphone closer to the speaker’s mouth.