Troubleshooting
Click on the category below and then click on the issue for more information.
Starkey
TVStarkey
TV
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
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 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,
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
greenI 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. |
LED is solid redLED is solid red
| 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
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. |
StarLink/Starkey/TruLink
Remote ControlStarLink/Starkey/TruLink
Remote Control
Starkey
Remote Microphone +Starkey
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
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 distortedStreamed 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 inconsistentStreamed 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 softAudio 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 environmentsRemote 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 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 + 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. |
Turn
on the electronic audio source. Unmute
or increase volume on electronic audio source. Ensure
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 current audio source. |
Attach line-in cable,
attach 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 desired input. |
Attach line-in cable,
attach 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
Unexpectedly lose TV Streamer (optional product) audio
while LED is slowly pulsing blue on Remote Mic +Unexpectedly lose 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 +. |
Starkey
Mini Remote MicrophoneStarkey
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 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 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,
Thrive Hearing Control app, 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
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. |
Starkey
Table MicrophoneStarkey
Table Microphone
SurfLink Media 2SurfLink Media 2
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
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 devicesLED is solid green,
but no streamed sounds are heard in the hearing devices
| Possible Cause |
Possible Remedy |
| Hearing
devices are not within wireless range. |
|
| 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 onLED 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. |
LED is blinking continuouslyLED is blinking continuously
| 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
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. |
SurfLink
ProgrammerSurfLink
Programmer
SurfLink
Programmer lights are not onSurfLink
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 detectedWhen
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. |
When
wirelessly programming with SurfLink Programmer, hearing devices do
not stay connected during sessionWhen
wirelessly programming with SurfLink Programmer, hearing devices do
not stay connected during session
| 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 ControlSurfLink Remote Control
SurfLink
Remote does not seem to affect hearing devicesSurfLink
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
MediaSurfLink
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 depressedRed 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. |
SurfLink MobileSurfLink Mobile
My
SurfLink Mobile is “locked-up” or non-responsive. What can I
do?My
SurfLink Mobile is “locked-up” or non-responsive. What can I
do?
- 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.
Can
the user adjust the Touch Screen inactivity time before the display
automatically turns off?Can
the user adjust the Touch Screen inactivity time before the display
automatically turns off?
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.
Does
the indicator level adjustment in Inspire influence the volume of
the specialized ringtones from a cell phone?Does
the indicator level adjustment in Inspire influence the volume of
the specialized ringtones from a cell phone?
- No. It impacts only the generated indicator
from the hearing aid.
How
does the patient increase the level of the specialized ringtones?How
does the patient increase the level of the specialized ringtones?
- 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.
How does a patient increase the volume of text message
and email alerts?How does a patient increase the volume of text message
and email alerts?
- 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. |
Can SurfLink Mobile be concurrently synced to more than
one set of hearing devices?Can SurfLink Mobile be concurrently synced to more than
one set of hearing devices?
- No. The SurfLink Mobile can only be synced
to one Left and one Right hearing device at a time.
Can a set of hearing devices respond to more than one
SurfLink Mobile?Can a set of hearing devices respond to more than one
SurfLink Mobile?
- 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).
Can a SurfLink Mobile and a SurfLink Remote be used with
the same set of hearing devices?Can a SurfLink Mobile and a SurfLink Remote be used with
the same set of hearing devices?
- 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.
What 10a batteries are recommended for optimal performance
when streaming to a CIC device?What 10a batteries are recommended for optimal performance
when streaming to a CIC device?
- The SurfLink Power Batteries are highly
recommended.
Do I have to fully discharge the SurfLink Mobile battery
before recharging?Do I have to fully discharge the SurfLink Mobile battery
before recharging?
- 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.
SurfLink Remote Microphone 2SurfLink Remote Microphone 2
SurfLink Mini MobileSurfLink Mini Mobile
Locked
Unlocked