SurfLink MEDIA Troubleshooting Manual page 2

Troubleshooting – SurfLink Media
INTERMITTENCY
One (or both) Hearing Aids unexpectedly drop out of audio streaming
• Replace hearing aid battery with new one.
• Move closer to SurfLink Media.
• Elevate SurfLink Media to same height as TV and provide a clear line-of-sight path from SurfLink Media
to your Hearing Aids.
• Remove and reinsert the cable on both Audio Source Output jack and the SurfLink Media Input jack.
• Turn off or replace interfering electrical equipment (most common office interferer is Plantronics CS50,
a wireless Telephone Headset).
»
Adjust transmit frequencies of interfering electrical equipment, such as 900 MHz phones,
baby monitors, security systems, wireless headsets, wireless headphones, wireless stereo
speakers, etc.
» If in the office, try turning off the SurfLink Programmer.
• In the presence of "low volume" audio input, the SurfLink Media will detect silence, and after several
seconds, shut off the audio stream. When the SurfLink Media detects "meaningful" audio input (louder
than a certain threshold), it will restart streaming audio. Variable Audio Output from a TV or computer
can be at a relatively low volume level, so it may not trigger a "start stream" event – until it gets loud
enough. Possible resolutions are to "turn up volume" on the Variable Audio Output or switch to a Fixed
Audio Output.
• Ensure hearing aid firmware is the latest version. Last updated in November 2011.
• Ensure SurfLink Media is Revision J or later. Revision is marked on packaging. SurfLink Media
contains a serial number, which can be used to indirectly determine the Revision level. If you
have a media streamer that is older than the J update and experiencing problems, please contact
your Inside Sales Representative.
TINNY
Streaming Audio sounds "tinny"
• Check the hearing aid memory environment(s). If patients are streaming in "television" environment,
it will sound "tinny." Changing to "normal" environment reduces the "tinny" audio quality. Just because
patient is streaming from a TV does not mean they should use a "television" environment in their
hearing aids.
• Open fittings will sound more "tinny," than more occluded fittings.
• Increasing low frequency gain (200, 500, 1000Hz) to "normal" environment adds "fullness" to audio
quality. More occlusion yields more noticeable results.
Note
"Tinny" typically indicates too many high frequencies (or not enough low frequencies). If it is an open-fit hearing aid,
then some low frequencies may be programmed out of the hearing aid response via the fitting software. It is assumed
that some of these low frequencies arrive through the open ear canal naturally. When streaming, there is not much
low frequency gain applied to the streamed signal. To increase low frequency performance, the professional can add
a special "Streaming" memory with more low frequency amplification. Adding a memory designed for streaming may
resolve the complaint.