Troubleshooting

Troubleshooting is a tool that can be used to address patient complaints and provide solutions. Issues can be resolved by applying these solutions directly to the hearing aid(s). Pro Fit provides a comprehensive list of complaints based on common patient issues. The complaints are organized by categories (e.g., Hearing in Noise, Speech, etc.) to assist in selecting the most accurate issue (e.g., Can't hear speech well in noise, Voices are too loud, etc.). The categories and/or complaints are based on the hearing aid connected or simulated.

Once a complaint is selected, Troubleshooting allows you to review the recommended solutions and manually apply the adjustments in the order you prefer. Any adjustments can be demonstrated live to the patient by playing an audio file via Media Player. Media Player can be launched automatically whenever Troubleshooting is accessed or can be accessed during the fitting session. Regardless of whether launched or not, Media Play automatically selects the audio file associated with the currently selected complaint, if available, so that the patient can evaluate the adjustments.

For additional assistance with solving patient issues, see the Troubleshooting Guide.

1. Connect and select the desired hearing aid(s) to adjust via Connect.
2. Click Connect.
3. Point to Help & Support  on the Left Navigation Bar and then click Troubleshooting.

   Note:  If Launch Media Player Automatically is checked, Media Player automatically displays in a pop-up window.

4. Click on the specific program to adjust if applicable, or click to adjust all programs simultaneously.

   Note:  If one-way program linking is enabled , only gain and output adjustments made to *Personal will be applied simultaneously to all one-way linked programs. Custom programs created in the My Starkey mobile application can be adjusted during a live fitting. See Adjusting Custom Programs During a Live Fitting for more information.

   Note:  This feature is not available for the Music program.

5. Pro Fit automatically defaults to a binaural view if applicable. To adjust only the right or left hearing aid, click or .

   Note:  If fitting CROS/BiCROS devices, only the receiver aid can be adjusted; therefore, the side cannot be selected.

6. Select the Complaint Category that best represents the patient's issue from the drop-down list and a list of complaints assigned to that category will be displayed.

   Note:  The category All automatically defaults.

7. Click on the Complaint that best describes the patient's issue, and the first recommended adjustment in the sequence will be automatically selected.

   Tip:  Clicking on the complaint toggles between expanding and collapsing the list of recommended adjustments.

8. Click on the Adjustment to apply.
9. Click Apply.

   Note:  If the complaint Hearing device is whistling was selected in step 7, and adjustment Initialize Feedback Cancellation was selected in step 8, Feedback Canceller automatically launches to address this issue.

   Note:  The adjustment applied is displayed in the Changes applied section and is coded by the ear adjusted only if applied to one ear side in a binaural fitting ( indicating the Right ear and  the Left ear).

10. If Media Player was launched automatically, click Play to start the selected audio file's playback to demonstrate the patient's adjustment if desired.

    Note:  If an audio file is unavailable for the selected complaint, the last audio file selected will be displayed. A different audio file can be selected from the drop-down list.

11. If the adjustment improved the issue, click Apply to repeat the same adjustment, or click on a different Adjustment and click Apply. If the adjustment did not improve the problem, click  Undo and repeat steps 8-9.

    Note:  If Apply was selected and the same adjustment was not applicable, "No room for further adjustments." displays. If additional adjustments are needed, repeat steps 8-9.

    Tip:  Click Undo on the Left Navigation Bar to reverse the most recent action.

12. Repeat step 11 for the next applied adjustment.

    Note:  Adjustments are listed in reverse chronological order in the Changes applied section, with the most recent adjustment at the top.

13. Once all applicable adjustments have been applied, "No room for further adjustments." displays. Click Stop to stop the playback if applicable.

    Note:  If adjustments were made via Troubleshooting and another Pro Fit screen was accessed, all adjustments were applied to the hearing aid(s). If Troubleshooting is accessed later during the same fitting session, the Changes applied section is cleared.

    Note:  If there are recommendations beyond adjustments (e.g., Consider vent modifications, Consider Listening Check, etc.), "No software action available. Please select another solution." displays.

14. Repeat steps 4-13 to address additional complaints if applicable.