SurfLink MEDIA Troubleshooting Manual page 3

Troubleshooting – SurfLink Media (cont.)
NO SOUND STREAMED TO HEARING AIDS
No streamed sounds are heard in the hearing aids although SurfLink Media appears to be
streaming (power button glowing blue)
• Reset components
» Replace hearing aid battery with new one.
» Reset hearing aid by opening and closing battery doors.
» Reset the SurfLink Media by removing the plug from wall, waiting 10 seconds, and reinserting
the plug into the wall outlet.
• Adjust distance or location of SurfLink Media
» Move closer to SurfLink Media.
» Adjust the streaming activation distance using the bottom slider bar on the front of
the SurfLink Media. To make a change, slide your finger to the right to increase the
activation distance and to the left to decrease the activation distance. A longer bar
means increased distance.
» Elevate SurfLink Media to same height as TV and provide a clear line-of-sight path from
SurfLink Media to your Hearing Aids.
• Cable connections
» Remove and reinsert the cable on both Audio Source Output jack and the SurfLink Media
Input jack.
» Ensure the cable is plugged into "Audio Output" jack on the Audio Source. The most
common mistake is inserting a cable into an Audio Source Input jack.
» Ensure an analog cable (red/white RCA cable) is plugged into the red/white inputs (#2)
on the SurfLink Media. Do not insert an RCA cable into the orange optical jack (#4) on the
SurfLink Media.
» Ensure a digital coaxial cable is plugged into the orange inputs (#4) on the SurfLink Media.
Do not insert a digital coaxial cable into the red/white RCA jack (#2) on the SurfLink Media.
• Hearing Aid settings
» When a telephone memory is active, streaming is stopped. Ensure hearing aid is in a memory
capable of streaming.
» Beginning in early November 2011, a new firmware release enabled individual memory
environments to be engaged/disengaged for streaming.
» Ensure the six digit code (3Exxxx) on SurfLink Advanced Remote matches information
contained in hearing aids. It is common for professionals to mistype the four digit code or
improperly enter 0673 (Starkey Hearing Technologies's CE mark).
»
Confirm the "star" button on the SurfLink Advanced Remote is set up for "Stop/Start Audio
Stream," not "None" or "iQ Boost."
• Check Audio Source
» If using Variable Audio Source Output, increase volume level.
» Turn on power to the TV or other Audio Source.
• SurfLink Media
» Set top blue slider bar to "middle" volume.
»
Turn on power to SurfLink Media.
• Audio Source Output format not compatible
» PCM FORMAT: If you are using digital S/PDIF (Optical or Coaxial) jacks, set the digital output
format on your Audio Source to PCM (other common formats are RAW, Dolby Digital, AC3,
or MPEG).
» 5.1 CHANNEL DOLBY DIGITAL: If the digital Audio Output is 5.1 channel Dolby™ Digital, a
GefenTV Digital Audio Decoder (Starkey Hearing Technologies part# 91090-000) is needed to
convert the audio into 2-channel analog stereo.
VOLUME TOO LOW
Volume level during streaming is too low
• Adjust the volume using the top slider bar on the front of the SurfLink Media. Slide your finger
to the right to increase the volume and to the left to decrease the volume. A longer bar means
increased volume.
• Point the SurfLink Advanced Remote at the SurfLink Media (while streaming audio, Remote
commands travel indirectly to hearing aids via the SurfLink Media). To increase the hearing aid volume,
press the "^" button.
• Volume can also be adjusted on each individual hearing aid if they have been set up to control volume
via the hearing aid controls.
Note
While streaming, wireless ear-to-ear volume control is disabled.
• If Audio Source Output jack is set up for Variable Audio volume (rather than Fixed Audio volume), then
you can increase the audio output volume coming from that Output jack.