Saphyr® neo collection: Troubleshooting
1. No sound
If you experience no sound, try the following:
- Change the batteries
- Check the type of batteries (675 zinc-air)
- Check that the batteries are the right way around (they have a positive and a negative pole)
- Check that the switch is on P1 or P2
- Check that the antenna and its cord are functioning properly by using the tester
- Change the antenna cord
- If the problem persists, please contact your implantation centre or your local Oticon Medical office or distributor.
2. Intermittent sound (micro-cuts)
If you experience intermittent sound, try the following:
- Change the batteries
- Check the type of batteries (675 zinc-air)
- Check that the antenna and its cord are functioning properly by using the tester
- Change the antenna cord
- If the problem persists, please contact your implantation centre or your local Oticon Medical office or distributor.
3. The sound is low
If you experience a low level of sound, try the following:
- Check that the volume wheel is turned up to maximum (turn upwards)
- Check whether there is the same problem for all programmes
- Check that you are not using a parametrised programme specifically for accessories
- Press the antenna with your finger; if the sound comes back, contact your implant centre or contact Customer Service
- If the sound level stays the same, even when you play with the button, please contact your implantation centre, local Oticon Medical office or distributor.
4. The volume wheel is not working
If the volume wheel is not working, try the following:
- Check that the volume wheel turns both ways
- If the problem persists, please contact your implantation centre or your local Oticon Medical office or distributor.
5. The light indicator does not come on
If the light indicator does not come on, try the following:
- Check that the programme is on a different position from 0
- Check the type of batteries (675 zinc-air)
- Check that the batteries are the right way around (they have a positive and a negative pole)
- Change the batteries
- The LED has been deactivated by the audiologist
- If the problem persists, please contact your implantation centre or your local Oticon Medical office or distributor.
6. The antenna does not stay in place
If the antenna does not stay in place, try the following:
- Hold the antenna side up in front of you by pressing both sides of the magnet cover between two fingers. The antenna cord connection should be facing left. To tighten the magnet, turn it anti-clockwise.
- Ensure that your magnet’s polarity is correct
- You can order a stronger magnet from Oticon Medical Customer Service or your local distributor. Please note that the power and polarity are indicated on the battery; please specify this information when ordering.
- If the problem persists, please contact your implantation centre or your local Oticon Medical office or distributor.
7. My processor light comes on, but it does not work and the light stays on all the time
If this is the case, try the following:
- Turn the switch to 0
- Remove the batteries
- Wait 5 minutes before putting the battery back into the compartment
- Turn the switch to P1 or P2
- If the problem persists, please contact your implantation centre or your local Oticon Medical office or distributor.
8. Battery life is insufficient (less than 15 hours)
If battery life is insufficient, try the following:
- Replace the batteries
- Change the battery type
- If the problem persists, please contact your implantation centre or your local Oticon Medical office or distributor.
9. I just replaced the batteries and can’t turn the processor on
If this is the case, try the following:
- Check the type of batteries (675 zinc-air)
- Check that the batteries are the right way around (they have a positive and a negative pole)
- Check that the switch is on P1 or P2
- Some batteries have a plastic film; please remove it
- If the problem persists, please contact your implantation centre or your local Oticon Medical office or distributor.
10. The battery compartment does not open
If the battery compartment does not open, try the following:
- Check that the sound processor has not been damaged
- I forgot to remove the batteries from the inside and they have expanded
- Do not force them!
- If the problem persists, please contact your implantation centre or your local Oticon Medical office or distributor.
11. The battery compartment does not close
If the battery compartment does not close, try the following:
- Check the type of batteries (675 zinc-air)
- Check that nothing has got in the way of the closure
- If the problem persists, please contact your implantation centre or your local Oticon Medical office or distributor.
12. I cannot connect my antenna lead
If that is the case, try the following:
- Check that the connector is compatible
- Check that it is being connected the right way around
- Check that the pins are not bent
- If the problem persists, please contact your implantation centre or your local Oticon Medical office or distributor.
13. My processor got wet
If your processor got wet, do the following:
- Open the battery compartment
- Remove the battery from the compartment
- Rinse it quickly in fresh water
- Dry the outside of your processor as well as the antenna and its lead using a kitchen towel or absorbent wipe
- Do not put the batteries back in the compartment
- Do not heat it up
- Let dry for 24 hours
- If the problem persists, please contact your implantation centre or your local Oticon Medical office or distributor.
14. My antenna cord is broken
If your antenna cord is broken, do the following:
- You will find a replacement antenna cord supplied in your sound processor packaging
- If the problem persists, please contact your implantation centre or your local Oticon Medical office or distributor.
15. I cannot hear with the Silhouette system (inductive hook)
If this is the case, try the following:
- Check the placement of the connector on your phone
- Check that the inductive hook is correctly positioned close to the processor
- Ensure that you are on a special programme set for accessories
- If the problem persists, your current setting does not allow you to connect your accessories. Please contact your implantation centre or your local Oticon Medical office or distributor.
16. I cannot hear with my telecoil
If this is the case, try the following:
- Check that the programme wheel is set to 0
- Ensure that you are on a special programme set for accessories
- If the problem persists, your current setting does not allow you to connect your accessories. Please contact your implantation centre or your local Oticon Medical office or distributor.