Digi SP: Troubleshooting

1. No sound

If you experience no sound, try the following:

• Change the batteries
• Check you are using the correct type of battery (675 Zinc Air)
• Check the batteries are inserted correctly
• Check that the program selector is on P1 or P2
• Check that the antenna and the antenna cord are functioning correctly using the tester
• Change the antenna cord
• If the problem persists, contact your implantation center, your local Oticon Medical customer service or distributor.
  
  
  

2. Intermittent sound (micro-cuts)

If you experience intermittent sound, try the following:

• Change the batteries
• Check you are using the correct type of battery (675 Zinc Air)
• Check the antenna and its cord are functioning properly by using the tester
• Change the antenna cord
• If the problem persists, contact your implantation center, your local Oticon Medical customer service or distributor.
  
  
  

3. The sound is low

If you experience low sound, try the following:

• Check that the volume wheel is turned to maximum (turn upwards)
• Check the program (P1 or P2)
• Verify that the problem is present on the P1 and P2 programs, and contact your implantation centre or your local Oticon Medical customer service or distributor
• Press the antenna with your hand. If the sound returns, please contact your local Oticon Medical customer service or distributor
• If the problem persists, contact your implantation center, your local Oticon Medical customer service or distributor.
  
  
  

4. The volume wheel is not working

If the volume wheel is not working, try the following:

• Turn the volume control in both directions
• If the problem persists, contact your implantation center, your local Oticon Medical customer service or distributor.
  
  
  

5. The light indicator is not blinking

If the light indicator is not blinking, try the following:

• Check that the program selector is on P1 or P2
• Check the correct batteries are being used (675 Zinc Air)
• Check the batteries are inserted correctly
• Change the batteries
• If the LED could have been turned off in the fitting session, go back to your audiologist
• If the problem persists, contact your implantation center, your local Oticon Medical customer service 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 on the magnet cover between two fingers. The antenna cord connection should be facing left. To tighten the magnet, turn it counterclockwise.
• Make sure the polarity of your magnet is correct
• Order a stronger magnet from the sales department. Note the strength and polarity are indicated on the magnet.
• If the problem persists, contact your implantation center, your local Oticon Medical customer service or distributor.
  
  

7. The volume control is on but it is not working properly and the light is blinking

If this is the case, try the following:

• Turn the volume control to 0 position
• Remove the batteries
• Wait five minutes before putting the battery in the compartment
• Turn the program selector to P1 or P2
• If the problem persists, contact your implantation center, your local Oticon Medical customer service 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, contact your implantation center, your local Oticon Medical customer service or distributor.
  
  
  

9. I’ve just replaced the batteries and can’t turn the processor on

If this is the case, try the following:

• Check you are using the correct batteries (675 Zinc Air)
• Check the batteries are inserted correctly
• Check the program selector is on P1 or P2
• Make sure you have removed any plastic wrapping around the batteries
• If the problem persists, contact your implantation center, your local Oticon Medical customer service or distributor.

 10. The battery compartment does not close

If the battery compartment does not close, try the following solutions:

• Check you are using the correct type of battery (675 Zinc Air)
• Ensure there is nothing obstructing the compartment but never try to force the compartment shut
• Check the battery contacts are not bent or deformed
• If the problem persists, contact your implantation center, your local Oticon Medical customer service or distributor.

11. The battery cover does not open

If the battery cover does not open, try the following:

• Check that the outer casing has not been damaged
• Check the battery has not been left in the casing, which might cause deformity
• If the problem persists, contact your implantation center, your local Oticon Medical customer service or distributor.
  
  
  

12. I cannot connect my new antenna cord

If you cannot connect your new antenna cord, try the following:

• Make sure the shape of the connector is compatible
• Check the direction of the connection
• Check that the pins are not bent
• If the problem persists, contact your implantation center, your local Oticon Medical customer service or distributor.
  
  
  

13. My processor got wet

If your processor has gotten wet, try the following:

• Place the volume control on the 0 setting
• Open the battery compartment
• Remove the battery from the compartment
• If it has been in sea or salt water, rinse it quickly in fresh water
• Dry the outside of your processor, the antenna and its cord using a paper towel
• Wait 24 hours before putting the batteries back in the compartment
• Do not apply heat
• If the problem persists, contact your implantation center, your local Oticon Medical customer service or distributor.
  
  
  

14. My antenna cord is broken

If your antenna cord is broken, try the following:

• Find the second cord supplied in your sound processor packaging.
• You can also order a new lead from our sales department. Note that they are available in several lengths and colors.
  
  

15. I cannot hear with my telecoil

If you cannot hear with your telecoil, try the following:

• Check that the telecoil is properly installed
• Clean the connector contacts on your telecoil with rubbing alcohol and plug it in several times
• Check you are on the program set specifically for accessories, P1 or P2
• If the problem persists, contact your implantation center, your local Oticon Medical customer service or distributor.