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for technical support?
Please call: 1-800-211-7789
Troubleshooting
If your hearing aids aren't performing the way they should, try these common troubleshooting tips. If issues persist, reach out to your hearing professional.
Hearing aid performance
| Possible causes | Solutions |
|---|---|
| Possible CauseDepleted battery or 'dead' battery | SolutionReplace the battery. Watch battery replacement video. |
| Possible CauseDepleted battery or 'dead' battery | SolutionUse Self Check if paired to your smartphone |
| Possible CauseThe receiver tube may be blocked | SolutionRemove blockage and clean |
| Possible CauseThe Hear Clear wax guard is blocked with earwax | SolutionReplace the Hear Clear wax guard |
| Possible CauseThe instrument may be damaged or defective | SolutionSee your hearing professional |
| Possible causes | Solutions |
|---|---|
| Possible CauseDepleted battery or 'dead' battery | SolutionReplace the battery. Watch battery replacement video. |
| Possible CauseThe receiver tube may be blocked | SolutionRemove blockage and clean |
| Possible CauseThe Hear Clear wax guard is blocked with earwax | SolutionReplace the Hear Clear wax guard |
| Possible CauseThe instrument may be damaged or defective | SolutionSee your hearing professional |
| Possible CauseDebris buildup | SolutionClean both microphone and receiver with brush |
| Possible CauseYour hearing has changed | SolutionSee your hearing professional |
| Possible causes | Solutions |
|---|---|
| Possible CauseThe battery may be running low | SolutionReplace the battery. Watch battery replacement video. |
| Possible CauseDebris buildup on push button/user control | SolutionClean push button/user control with brush |
| Possible causes | Solutions |
|---|---|
| Possible CauseThe battery may be running low | SolutionReplace the battery. Watch battery replacement video. |
| Possible CauseThe Hear Clear wax guard is blocked with earwax | SolutionReplace the Hear Clear wax guard |
| Possible CauseThe instrument may be damaged or defective | SolutionSee your hearing professional |
Hearing Aid Charger
| Possible causes | Solutions |
|---|---|
| Possible CauseIncorrect hearing aid orientation | SolutionReposition your hearing aids in the charging port/post |
| Possible CauseDead battery (Premium Custom & Standard Charger Only) | SolutionConnect power supply cord to charger and plug it into the wall. The on-board battery LEDs will turn on for a few seconds to indicate connection to the power source. If they do not, contact your hearing professional. See Quick Start Guide |
| Possible CauseCustom & Standard Charger not plugged into external power source | SolutionConnect the power supply cord to your charger and plug into an external power source (i.e. wall outlet). The hearing aid charging LEDs will turn on for a few seconds to indicate connection to the power source. |
| Possible causes | Solutions |
|---|---|
| Possible CauseFault occurred (Premium Custom & Standard Charger Only) | SolutionRemove your hearing aids from the charging port/post, wait until the LED turns off, then reinsert. If the red blinking LED persists, contact your hearing professional. See Quick Start Guide |
| Possible causes | Solutions |
|---|---|
| Possible CauseOn-board battery save mode | SolutionTo illuminate LEDs, remove hearing aid from its charging port/post for three seconds, then reinsert it. LEDs will remain illuminated for 10 seconds. See Quick Start Guide |
| Possible causes | Solutions |
|---|---|
| Possible CauseDead battery (Premium Custom & Standard Charger Only) | SolutionYour Premium Custom & Standard Charger’s on-board battery may be fully depleted. Apply external power to your charger. If you do not have the cord, push and hold the hearing aid’s user control for three seconds to turn it off. See Quick Start Guide |
| Possible CauseIncorrect orientation | SolutionCustom Hearing Aid: Reposition your hearing aid faceplate facing down. Confirm that the charging LED begins to glow. Standard Hearing Aid: Reposition your hearing aids in the port with the earbud resting in the charger reservoir. Confirm that the charging LED begins to glow. |
| Possible CauseCustom or Standard charger not plugged into external power source. | SolutionYour charger may not be plugged into an adequate external power source (i.e. wall outlet). Test another wall outlet or power supply to ensure charger is powered. If you do not have access to an external power source, push and hold the hearing aid’s user control for three seconds to turn off. |
TV Streamer
| Possible causes | Solutions |
|---|---|
| Possible CauseHearing aids may be out of wireless range | SolutionMove closer to TV streamer |
| Possible CauseBattery level in hearing aid can no longer support audio streaming | SolutionReplace hearing aid battery. Watch battery replacement video. |
| Possible CauseTV streamer may not be positioned for optimal streaming | SolutionReposition the TV streamer a few degrees to right or left |
| Possible CauseLarge object, such as wall or furniture may be degrading signal | SolutionHearing aids should be within line-of-sight of TV streamer |
| Possible causes | Solutions |
|---|---|
| Possible CauseHearing aids are not within wireless range | SolutionMove closer to TV streamer |
| Possible CauseAudio stream needs to be manually started to be heard in hearing aids | SolutionManually start audio stream via the Thrive Hearing Control app, remote, or hearing aid user control |
| Possible CauseHearing aids are not paired with TV streamer | SolutionPair your hearing aids with the TV streamer |
| Possible causes | Solutions |
|---|---|
| Possible CauseAudio cable may be connected to 'Audio IN' on electronic audio source | SolutionEnsure cable is plugged into 'Audio OUT' jack on electronic audio source. See Operations Manual |
| Possible CauseNo incoming audio signal available | SolutionTurn on electronic audio source |
| Possible CauseElectronic audio source output is not correct format | SolutionSet digital output on electronic audio source to PCM or Dolby Audio |
| Possible causes | Solutions |
|---|---|
| Possible CausePossible error condition | SolutionRemove power adapter from jack A. Wait 5 seconds and reinsert power adapter. See Operations Manual |
| Possible causes | Solutions |
|---|---|
| Possible CauseNew televisions (HDTVs) take extra time to process the video signal. This may delay the audio to maintain synchronization | Solution*Use another audio output jack on your TV *Use another electronic audio source *Some electronic sources allow you to adjust the timing sequence of audio and video |
Remote Control
| Possible causes | Solutions |
|---|---|
| Possible CauseRemote is in locked state | SolutionMove lower switch from LOCK (right) to Unlock (left) position. See Operations Manual |
| Possible causes | Solutions |
|---|---|
| Possible CauseAfter moving switch to Unlock position, it may take a brief time to wirelessly 'locate' hearing aids | SolutionWait for a second after unlocking before pressing a button |
| Possible CauseHearing aids are not paired with the Remote | SolutionPerform pairing process with your hearing aids and Remote |
| Possible CauseBattery level in hearing aid can no longer support wireless activity | SolutionInstall new hearing aid battery. Watch battery replacement video. |
| Possible causes | Solutions |
|---|---|
| Possible CauseLess then two hearing aids were found during pairing process | SolutionDuring pairing process, make sure both hearing aids are available |
| Possible causes | Solutions |
|---|---|
| Possible CauseEar selection switch is in the left or right position | SolutionMove ear selection switch to center (both) position. See Operations Manual |
Remote Microphone Plus
| Possible causes | Solutions |
|---|---|
| Possible CauseHearing aids may be on the edge of wireless range | SolutionMove closer to Remote Microphone Plus |
| Possible CauseBattery level in hearing aid can no longer support audio streaming | Solution*Replace hearing aid battery with new one. Watch battery replacement video. *Recharge your hearing aid, if applicable |
| Possible CauseLarge object, such as furniture or a wall, may be degrading signal | SolutionFor best performance, your hearing aids should be within line-of-sight of Remote Microphone Plus |
| Possible CauseWireless connection with Remote Mic Plus was lost | SolutionTo restart the audio stream, follow steps in the Start/Stop Audio Streaming section. See Operations Manual |
| Possible causes | Solutions |
|---|---|
| Possible CauseLow battery level in Remote Microphone Plus | SolutionRecharge Remote Microphone Plus. See Operations Manual |
| Possible CauseVolume of audio source is not optimal | SolutionAdjust volume level of audio source until better sound quality is achieved |
| Possible CauseBluetooth Mode: Bluetooth device may be on the edge of wireless range | SolutionMove Bluetooth device closer to Remote Microphone Plus |
| Possible causes | Solutions |
|---|---|
| Possible CauseLoop Mode: Remote Microphone Plus may not be positioned for optimal streaming | SolutionRe-orient Remote Microphone Plus into a vertical position |
| Possible causes | Solutions |
|---|---|
| Possible CauseVolume streamed from Remote Microphone Plus to hearing aid not optimal | SolutionPress volume + or - button on Remote Microphone Plus. See Operations Manual |
| Possible CauseVolume of audio source is not optimal | SolutionAdjust volume level of audio source until better sound quality is achieved. See Operations Manual |
| Possible causes | Solutions |
|---|---|
| Possible CauseRemote Microphone Plus may be too far from speaker | SolutionMove Remote Microphone Plus closer to speaker’s mouth |
| Possible CauseRemote Microphone Plus may be covered by clothing or poorly positioned | SolutionProvide clear access from Remote Microphone Plus to speaker’s voice |
| Possible CauseRemote Microphone Plus may be too far from your mouth | SolutionMove Remote Microphone Plus closer to your mouth or speak louder |
| Possible causes | Solutions |
|---|---|
| Possible CauseRemote Microphone Plus may be too far from your mouth | SolutionMove Remote Microphone Plus closer to your mouth or speak louder |
| Possible causes | Solutions |
|---|---|
| Possible CauseBluetooth connections with mobile phones are disabled while in Loop mode | SolutionMove to another audio source. Reestablish your Bluetooth connection, if necessary |
| Possible causes | Solutions |
|---|---|
| Possible CauseHearing aids are not ready to receive audio streams | SolutionTo start the audio stream, follow steps in the Start/ Stop Audio Streaming section. See Operations Manual |
| Possible CauseHearing aids are not paired with Remote Microphone Plus | SolutionPair your hearing aids with the Remote Microphone Plus |
| Possible CauseNo incoming audio signal is available | Solution*Turn on the electronic audio source *Unmute or increase volume on electronic audio source *Ensure loop or FM system is present |
| Possible causes | Solutions |
|---|---|
| Possible CausePossible error condition | SolutionTurn off Remote Microphone Plus, wait 30 seconds, and then turn it on |
| Possible causes | Solutions |
|---|---|
| Possible CauseSomething is absent from current audio source | SolutionAttach line-in cable, attach FM receiver, or reestablish your Bluetooth connection. See Operations Manual |
| Possible causes | Solutions |
|---|---|
| Possible CauseInput Mode LED is turned off to conserve battery power | SolutionPress Input Mode button to illuminate the Input Mode LED. See Operations Manual |
| Possible causes | Solutions |
|---|---|
| Possible CauseSomething is missing from desired input | SolutionAttach line-in cable, attach FM receiver, or reestablish your Bluetooth connection. See Operations Manual |
| Possible causes | Solutions |
|---|---|
| Possible CauseSome Bluetooth device sounds are higher priority than TV Streamer audio | SolutionMove out of Bluetooth input mode on Remote Microphone Plus. See Operations Manual |
Table Microphone
| Possible causes | Solutions |
|---|---|
| Possible CauseHearing aids may be on the edge of wireless range | SolutionMove closer to Table Microphone |
| Possible CauseBattery level in hearing aid can no longer support audio streaming | Solution*Replace hearing aid battery with a new one. Watch battery replacement video. *Recharge your hearing aid, if applicable |
| Possible CauseLarge object, such as furniture or a wall, may be degrading signal | SolutionFor best performance, your hearing aids should be within line-of-sight of Table Microphone |
| Possible CauseWireless connection with Table Microphone was lost | SolutionTo restart the audio stream, follow steps in the Start/ Stop Audio Streaming section. See Operations Manual |
| Possible causes | Solutions |
|---|---|
| Possible CauseLow battery level in Table Microphone | SolutionRecharge Table Microphone. See Operations Manual |
| Possible CauseVolume of audio source is not optimal | SolutionAdjust volume level of audio source until better sound quality is achieved. See Operations Manual |
| Possible causes | Solutions |
|---|---|
| Possible CauseBluetooth device may be on the edge of wireless range | SolutionMove Bluetooth device closer to Table Microphone |
| Possible causes | Solutions |
|---|---|
| Possible CauseVolume streamed from Table Microphone to hearing aid not optimal | SolutionPress volume + or – button on Table Microphone. See Operations Manual |
| Possible causes | Solutions |
|---|---|
| Possible CauseTable Microphone may be too far from speaker | SolutionMove Table Microphone closer to speaker’s mouth |
| Possible causes | Solutions |
|---|---|
| Possible CauseTable Microphone may be covered by clothing or poorly positioned | SolutionProvide clear access from Table Microphone to speaker’s voice |
| Possible causes | Solutions |
|---|---|
| Possible CauseHearing aids are not paired with Table Microphone | SolutionPair your hearing aids with Table Microphone |
| Possible CauseNo incoming audio signal is available | Solution*Turn on the electronic audio source *Unmute or increase volume on electronic audio source |
| Possible causes | Solutions |
|---|---|
| Possible CausePossible error condition | SolutionPress power button for 8 seconds to force shutdown. Turn on as usual. |
Still need help?
Are you a Veteran looking
Starkey hearing aid wearer
looking for technical support?
Please call: 1-866-637-9243