Click on the category below and then click on the issue for more information.
Starkey TV
One (or both) hearing devices unexpectedly drop out of audio streaming
Possible Cause | Possible Remedy |
Hearing device may be on the edge of wireless range. | Move closer to the TV Streamer. |
Battery level in hearing device can no longer support audio streaming. | Replace hearing aid battery with 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 object, such as 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 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, Thrive Hearing Control app, or hearing aid user control. |
Hearing aids are not paired with the TV Streamer. | Refer to the "Pairing" section in the TV Operations Manual to associate your hearing aids with the TV Streamer. |
I expect to hear audio streaming, but my LED is solid green
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 or Dolby Audio. |
Possible Cause | Possible Remedy |
Possible error condition. | Remove power adapter from jack A, wait 5 seconds and reinsert power adapter. |
Streamed 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. |
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StarLink/Starkey/TruLink Remote Control
LEDs do not illuminate when button is pressed
Possible Cause | Possible Remedy |
StarLink/Starkey/TruLink Remote is in locked state. | Move the switch from Lock (down or right) to Unlock (up or left) position. |
LEDs illuminate, but hearing aids do not respond to a button press
Possible Cause | Possible Remedy |
After moving the switch to 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 StarLink/Starkey/TruLink Remote. | Perform pairing process with your hearing aids and StarLink/Starkey/TruLink Remote. |
Battery level in hearing aid can no longer support wireless activity. | Install new hearing aid battery. |
Hearing aids do not support interaction with Starkey Remote. | Remote only interacts with Evolv AI, Livio Edge AI, Livio AI, and Livio hearing aids. |
Hearing aids not powered on. | Power on the hearing aids. |
StarLink/Starkey/TruLink Remote may be out of range. | Position StarLink/Starkey/TruLink Remote closer to the hearing aids. |
Binaural hearing aids fail to pair with Remote
Possible Cause | Possible Remedy |
Less than two hearing aids were found during pairing process. | During pairing process, make sure both hearing aids are available. |
Battery level in hearing aid can no longer support wireless activity. | Install new hearing aid battery. |
Only one hearing aid is receiving commands
Possible Cause | Possible Remedy |
Ear selection switch is in the left or right position on the Starkey/TruLink/SurfLink remote control. | Move ear selection switch to center (both) position. |
Battery level in hearing aid can no longer support wireless activity. | Install new hearing aid battery. |
My StarLink/Starkey/TruLink Remote is “locked-up” or non-responsive. What can I do?
Starkey/TruLink Remote Control | |
Locked |
Unlocked |
Starkey Remote Microphone +
One (or both) hearing devices unexpectedly drop out of audio streaming
Possible Cause | Possible Remedy |
Hearing device may be on the edge of wireless range. | Move closer to the Remote Mic +. |
Battery level in hearing device can no longer support audio streaming. | Replace hearing aid battery with new one or recharge your hearing device, if applicable. |
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 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 + Operations Manual. |
Streamed audio quality is distorted
Possible Cause | Possible Remedy |
Low battery level in Remote Mic +. | Recharge the Remote Mic +. |
Volume of audio source is not optimal. | Adjust volume level of audio source until better sound quality is achieved. |
Streamed audio quality is inconsistent
Possible Cause | Possible Remedy |
Bluetooth Mode: Bluetooth device may be on the edge of 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 soft
Possible Cause | Possible Remedy |
Volume streamed from Remote Mic + to hearing aid is not optimal. | Press volume + or – button on Remote Mic +. |
Volume of audio source is not optimal. | Adjust volume level of audio source until better sound quality is achieved. |
Remote Mic Mode: Difficult 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. | Provide clear access from Remote Mic + to speaker’s voice. |
Bluetooth 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 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 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 + Operations Manual. |
Hearing aids are not paired with Remote Mic +. | See "Pairing with Hearing Aids" in the Remote Microphone + Operations Manual. |
No incoming audio signal is available. |
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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 blinking
Possible Cause | Possible Remedy |
Something is absent from current audio source. | Attach line-in cable, attach FM receiver, or reestablish your Bluetooth connection. |
Input 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 available
Possible Cause | Possible Remedy |
Something is missing from desired input. | Attach line-in cable, attach FM receiver, or reestablish your Bluetooth connection. |
Unable to Bluetooth pair with more than one Bluetooth device
Possible Cause | Possible Remedy |
Remote Mic + is already in an active Bluetooth connection. | See "Pairing with Bluetooth Devices" in the Remote Microphone + Operations Manual. |
Possible Cause | Possible Remedy |
Some Bluetooth device sounds are higher priority than TV Streamer audio. | Move out of Bluetooth input mode on Remote Mic +. |
Starkey Mini Remote Microphone
One (or both) hearing devices unexpectedly drop out of audio streaming
Possible Cause | Possible Remedy |
Hearing devices may be on the edge of wireless range. | Move closer to the Mini Remote Mic. |
Battery level in hearing device can no longer support audio streaming. | Replace hearing aid battery with new one or recharge your hearing device, if applicable. |
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 of the Mini Remote Mic. |
Wireless connection with Mini Remote Mic was lost. | To restart the audio stream, see "Start/Stop Audio Streaming" in the Mini Remote Microphone Operations Manual. |
Streamed 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 soft
Possible Cause | Possible Remedy |
Volume streamed from Mini Remote Mic to hearing aid is not optimal. | Adjust the stream volume via the remote, Thrive Hearing Control app, or hearing aid user control. |
Difficult 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 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 Operations Manual. |
Hearing aids are not paired with Mini Remote Mic. | See "Pairing with Hearing Aids" in the Mini Remote Microphone Operations Manual. |
Possible Cause | Possible Remedy |
Possible error condition. | Turn off the Mini Remote Mic, wait 30 seconds, and then turn it on. |
Starkey Table Microphone
One (or both) hearing devices unexpectedly drop out of audio streaming
Possible Cause | Possible Remedy |
Hearing device may be on the edge of wireless range. | Move closer to the Table Microphone. |
Battery level in hearing device can no longer support audio streaming. | Replace hearing aid battery with new one or recharge your hearing device, if applicable. |
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 of the Table Microphone. |
Wireless connection with Table Microphone was lost. | To restart the audio stream, see "Start/Stop Audio Streaming" in the Table Microphone Operations Manual. |
Streamed audio quality is distorted
Possible Cause | Possible Remedy |
Low battery level in Table Microphone. | Recharge the Table Microphone. |
Volume of audio source is not optimal. | Adjust volume level of audio source until better sound quality is achieved. |
Streamed audio quality is inconsistent
Possible Cause | Possible Remedy |
Bluetooth device may be on the edge of wireless range. | Move Bluetooth device closer to Table Microphone. |
Audio stream is too loud or too soft
Possible Cause | Possible Remedy |
Volume streamed from Table Microphone to hearing aid is not optimal. | Press volume + or – button on Table Microphone. |
Table Mic Mode: Difficult to hear 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 speaker in noisy environments
Possible Cause | Possible Remedy |
Table Microphone may be covered by clothing or poorly positioned. | Provide clear access from Table Microphone to speaker’s voice. |
No streamed sounds are heard in the hearing devices
Possible Cause | Possible Remedy |
Hearing aids are not paired with Table Microphone. | See "Pairing with Hearing Aids" in the Table Microphone Operations Manual. |
No incoming audio signal is available. |
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Possible Cause | Possible Remedy |
Possible error condition. | Press power button for 8 seconds to force shutdown. Turn on as usual. |
One (or both) hearing devices unexpectedly drop out of audio streaming
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. |
LED is solid green, but no streamed sounds are heard in the hearing devices
Possible Cause | Possible Remedy |
Hearing devices are not within wireless range. |
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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 (). |
LED is off, but SurfLink Media appears to be on
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 adapter from jack #5, wait 5 seconds and reinsert power adapter. |
Streamed 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. |
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SurfLink Programmer lights are not on
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. |
When wirelessly programming with the SurfLink Programmer, hearing devices are not detected
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 Starkey except Evolv AI, Livio Edge AI, Livio AI, Livio, Halo iQ, Halo 2, 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. |
SurfLink Remote does not seem to affect hearing devices
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 Starkey except Evolv AI, Livio Edge AI, Livio AI, Livio, Halo iQ, Halo 2, 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. |
SurfLink Remote does not seem to affect hearing devices when using SurfLink Media
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. |
Red and/or Blue lights on SurfLink Remote do not illuminate when button depressed
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. |
My SurfLink Mobile is “locked-up” or non-responsive. What can I do?
Can the user adjust the Touch Screen inactivity time before the display automatically turns off?
It depends on the version of firmware.
How does the patient increase the level of the specialized ringtones?
How does a patient increase the volume of text message and email alerts?
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. |
Can SurfLink Mobile be concurrently synced to more than one set of hearing devices?
Can a set of hearing devices respond to more than one SurfLink Mobile?
Can a SurfLink Mobile and a SurfLink Remote be used with the same set of hearing devices?
What 10a batteries are recommended for optimal performance when streaming to a CIC device?
Do I have to fully discharge the SurfLink Mobile battery before recharging?
One (or both) hearing devices unexpectedly drop out of audio streaming
Possible Cause | Possible Remedy |
Hearing device may be on the edge of wireless range. | Move closer to the SurfLink Remote Microphone 2. |
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. |
LED is slowly blinking 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 SurfLink Remote Microphone 2. |
Hearing devices are not properly synced with the SurfLink Remote Microphone 2. | Sync hearing devices with the SurfLink Remote Microphone 2. |
Battery level in hearing device cannot support audio streaming. | Replace hearing aid battery with new one. |
LED is rapidly blinking red continuously
Possible Cause | Possible Remedy |
Possible error condition. | Turn off the SurfLink Remote Microphone 2, wait 15 seconds, and turn on the SurfLink Remote Microphone 2. |
Difficult to hear speaker in noisy environments
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 2. |
SurfLink Remote Microphone 2 may not be positioned for optimal streaming. | Re-orient the SurfLink Remote Microphone 2 spatially by turning a few degrees to right or left. |
SurfLink Remote Microphone 2 may be too far from the speaker. | Move the SurfLink Remote Microphone 2 closer to the speaker’s mouth. |
Streamed audio is too loud or too soft in hearing devices
Possible Cause | Possible Remedy |
Bluetooth device is streaming at non-optimal volume. | Adjust volume control on the Bluetooth device. |
LED is slowly pulsing blue, but no streamed audio is heard in the hearing devices
Possible Cause | Possible Remedy |
SurfLink Mini Mobile Adapter may be unattached from SurfLink Remote Microphone 2. | Ensure Mini Mobile Adapter is properly attached to Remote Microphone 2. |
SurfLink Remote Microphone 2 may be powered off. | Turn on SurfLink Remote Microphone 2. |
Caller cannot hear your voice during phone calls
Possible Cause | Possible Remedy |
SurfLink Mini Mobile may be too far from your mouth. | Move Mini Mobile closer to your mouth. |
Streamed Bluetooth audio quality is inconsistent
Possible Cause | Possible Remedy |
Bluetooth device may be on the edge of wireless range. | Move Bluetooth device closer to SurfLink Mini Mobile. |
Battery level in SurfLink Mini Mobile Adapter is getting low. | Charge Mini Mobile Adapter. |
Large object, such as a human body or a wall, may be degrading signal. | For best performance, SurfLink Mini Mobile should be within line-of-sight of your Bluetooth device. |
Smartphone alerts are not always received
Possible Cause | Possible Remedy |
Alert duration is too short. | Lengthen alert tone to allow sufficient time for streaming to start. |
Unable to Bluetooth pair with more than one Bluetooth device
Possible Cause | Possible Remedy |
SurfLink Mini Mobile Adapter is already in an active Bluetooth connection. | Terminate the active Bluetooth connection and then try Bluetooth pairing with the new device. |