Troubleshooting

1. Replace hearing aid battery with new one.

2. Move closer to SurfLink Media.

3. Elevate SurfLink Media to same height as TV and provide a clear line-of-sight path from SurfLink Media to your hearing aids.

4. Remove and reinsert the cable on both Audio Source Output jack and the SurfLink Media Input jack.

5. Turn off or replace interfering electrical equipment (most common office interferer is Plantronics CS50, a wireless Telephone Headset).

   • Adjust transmit frequencies of interfering electrical equipment, such as 900 MHz phones, baby monitors, security systems, wireless headsets, wireless headphones, wireless stereo speakers, etc.

   • If in the office, try turning off the SurfLink Programmer.

6. In the presence of “low volume” audio input, the SurfLink Media will detect silence, and after several seconds, shut off the audio stream. When the SurfLink Media detects “meaningful” audio input (louder than a certain threshold), it will restart streaming audio. Variable Audio Output from a TV or computer can be at a relatively low volume level, so it may not trigger a “start stream” event – until it gets loud enough. Possible resolutions are to “turn up volume” on the Variable Audio Output or switch to a Fixed Audio Output.

7. Ensure hearing aid firmware is the latest version.

8. Ensure SurfLink Media is Revision J or later. Revision is marked on packaging. SurfLink Media contains a serial number, which can be used to indirectly determine the Revision level. If you have a media streamer that is older than J update and experiencing problems, please contact your Inside Sales Representative. 

1. Check the hearing aid memory environment(s). If patients are streaming in “television” environment, it will sound “tinny”. Changing to “normal” environment reduces the “tinny” audio quality. Just because patient is streaming from a TV does not mean they should use a “television” environment in their hearing aids.

2. Open fittings will sound more “tinny,” than more occluded fittings.

3. Increasing low frequency gain (200, 500, 1000 Hz) to “normal” environment adds “fullness” to audio quality. More occlusion yields more noticeable results.

Note:  “Tinny” typically indicates too many high frequencies (or not enough low frequencies). If it is an open-fit hearing aid, then some low frequencies may be programmed out of the hearing aid response via the fitting software. It is assumed that some of these low frequencies arrive through the open ear-canal naturally. When streaming, there is not much low frequency gain applied to the streamed signal. To increase low frequency performance, the professional can add a special “Streaming” memory with more low frequency amplification. Adding a memory designed for streaming may resolve the complaint.

1. Reset components

1. • Replace hearing aid battery with new one.

   • Reset hearing aid by opening and closing battery door.

   • Reset the SurfLink Media by removing the plug from wall, waiting 10 seconds, and reinserting the plug into the wall outlet.

2. Adjust distance or location of SurfLink Media

1. • Move closer to SurfLink Media.

   • Adjust the streaming activation distance using the bottom slider bar on the front of the SurfLink Media. To make a change, slide your finger to the right to increase the activation distance and to the left to decrease the activation distance. A longer bar means increased distance.

   • Elevate SurfLink Media to same height as TV and provide a clear line-of-sight path from SurfLink Media to your hearing aids.

3. Cable connections

1. • Remove and reinsert the cable on both Audio Source Output jack and the SurfLink Media Input jack.

   • Ensure the cable is plugged into “Audio Output” jack on the Audio Source. The most common mistake is inserting a cable into an Audio Source Input jack.

   • Ensure an analog cable (red/white RCA cable) is plugged into the red/white inputs (#2) on the SurfLink media. Do not insert a RCA cable into the orange optical jack (#4) on the SurfLink Media.

   • Ensure a digital coaxial cable is plugged into the orange inputs (#4) on the SurfLink media. Do not insert a digital coaxial cable into the red-white RCA jack (#2) on the SurfLink Media.

4. Hearing aid settings

1. • When a telephone memory is active, streaming is stopped. Ensure hearing aid is in a memory capable of streaming.

   • Beginning in early November 2011, a new firmware release enabled individual memory environments to be engaged/disengaged for streaming.

   • Ensure the 6 digit code (3Exxxx) on the SurfLink Advanced Remote matches information contained in hearing aids. It is common for professionals to mistype the 4 digit code or improperly enter 0673 (MicroTech's CE mark).

   • Confirm the “star” button on the SurfLink Advanced Remote is setup for “Stop/Start Audio Stream,” not “None” or “SpeechTrax Boost.”

5. Check Audio Source

1. • If using Variable Audio Source Output, increase volume level.

   • Turn on power to the TV or other Audio Source. 

6. SurfLink Media

1. • Set top blue slider bar to “middle” volume.

   • Turn on power to SurfLink Media.

7. Audio Source Output format not compatible

1. • PCM format:  If you are using digital S/PDIF (Optical or Coaxial) jacks, set the digital output format on your Audio Source to PCM (other common formats are RAW, Dolby Digital, AC3, or MPEG).

   • 5.1 channel Dolby Digital:  If the digital Audio Output is 5.1 channel Dolby™ Digital, a GefenTV Digital Audio Decoder (part# 91090-000) is needed to convert the audio into 2-channel analog stereo.

1. Adjust the volume using the top slider bar on the front of the SurfLink Media. Slide your finger to the right to increase the volume and to the left to decrease the volume. A longer bar means increased volume.

2. Point the SurfLink Advanced Remote at the SurfLink Media (while streaming audio, Remote commands travel indirectly to hearing aids via the SurfLink Media). To increase the hearing aid volume, press the “^” button.

3. Volume can also be adjusted on each individual hearing aid, if they have been setup to control volume via the hearing aid controls.

   Note:  While streaming, wireless ear-to-ear volume control is disabled.

4. If Audio Source Output jack is setup for Variable Audio volume (rather than Fixed Audio volume), then you can increase the audio output volume coming from that Output jack.

1. Unmute or increase the volume on the TV.

2. Inserting a cable into the headphone output (usually Variable Audio Output) jack on most TV’s automatically disables the sound coming out of TV speakers. To hear audio from the TV speakers while streaming, choose another Audio Output jack-style (RCA connectors, Digital Optical, S/PDIF).

1. Move closer to SurfLink Media.

2. Elevate SurfLink Media to same height as TV and provide a clear line-of-sight path from SurfLink Media to your hearing aids.

3. Ensure hearing aid firmware is up to date.

4. Ensure SurfLink Media is Revision J or later. Revision is marked on packaging. SurfLink Media contains a serial number, which can be used to indirectly determine the Revision level. If you don’t have Revision J or newer please contact your Inside Sales Representative.

5. Reduce the volume using the top slider bar on the front of the SurfLink Media. Slide your finger to the left to decrease the volume. A shorter bar means decreased volume. Turn up volume of Source Audio to return to a comfortable listening level.

1. Ensure the switch on the back of the SurfLink Media is set to Binaural (2 ear icon) rather than Monaural (1 ear icon).

2. Some TV programs or Audio output may only be available in mono. Try another TV program known to be broadcast in Stereo.

1. Make sure SurfLink Advanced Remote is not “locked” (orange is visible on slider switch). Red/blue lights should briefly flash when a SurfLink Remote button is pushed.

2. Ensure 6 digital code (3Exxxx) on SurfLink Advanced Remote matches information contained in hearing aids. It is common for professionals to mistype the 4 digit code or improperly enter 0673 (MicroTech's CE mark).

3. A SurfLink Advanced Remote button push event is not an instantaneous event. It gets routed through the SurfLink Media, which may add a slight delay (up to 5 seconds), on its way to the hearing aids. 

4. Point the SurfLink Advanced Remote towards the SurfLink Media, not the hearing aids. This reinforces that SurfLink Remote commands are routed through the SurfLink Media during streaming.

5. Move to a Rev. J streamer and latest hearing aid firmware, which significantly improves hearing aid sensitivity to SurfLink Remote control commands.

1. Input priority for the SurfLink Media is (1) External Microphone (part# 52640-000), (2) RCA cable, and then (3) Toslink digital optical cable. Even though a RCA or Toslink cable are transmitting audio sound to the SurfLink Media, if the External Microphone is plugged into the SurfLink Media, then streamed audio will be whatever sounds are being received by the External Microphone.

1. Try using the same Audio Source, but different Output jack (which may require a different type of cable). 

2. Try using another Audio Source. For example, if currently using a cable box, try the Audio Output from the TV.

3. Some Audio Sources (such as TVs) have a built-in option (might be called “Game Mode”) to adjust the timing sequence of audio and video signals. Check your User Manual to see if your Audio Source has this feature.

1. SurfLink Media should be connected to the Audio Source that is producing audio through TV/external speakers. 

   • Example:  If you are listening through your TV speakers, connect a cable from the TV Audio Output to the appropriate SurfLink Media input. If you are using an AV Receiver, the Audio Output should come from the AV Receiver.

2. Try using another Audio Output jack on your Audio Source.

1. Add an inline Attenuator, which can be purchased from a local electronics company or by contacting Customer Service Technical Support.

1. 

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 MicroTech.
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 Wireless>Accessories, select the “Enable SurfLink 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 MicroTech.
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. On the SurfLink Mobile, go to Settings>Tools>Screens>Sleep Options and choose 1 (default), 3 or 5 minutes.

• No. Touch Screen inactivity adjustability is not available with Firmware Versions 1.0 - 1.3. The SurfLink Mobile firmware may be updated by following the SurfLink Mobile Firmware Updater directions via the Help menu.

• 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 recommended.