Neuro One: Problems and solutions

This section can help you diagnose any problems with your sound processor and find the right solution. If the problem is not resolved by following the instructions here, please contact Customer Service or your local implantation centre.

1. No sound perceived

• Check the status of the sound processor (correct cable connection, battery door locking, selector wheel position, programme selected) 
• Change both batteries 
• Check the quality of the microphone using the microphone earphones 
• Check that the cable and antenna are working properly using the integrated Self-Check function 
• If the problem persists, please contact Customer Service.
  
  

2. Intermittent sound

• Check the position of the selector wheel and that the programme selection is suitable for the listening conditions 
• Check that the cable and antenna are working properly using the integrated Self-Check function 
• If the problem persists, please contact Customer Service
  
  

3. Reduced or distorted sound

• Check the position of the selector wheel and that the programme selection is suitable for the listening conditions 
• Check the quality of the microphone using the microphone earphones 
• If the problem persists, please contact Customer Service.

 

4. Volume control not functioning

• Check that the selector wheel can turn in both directions 
• Check whether the selector wheel has been disabled by the audiologist 
• If the problem persists, please contact Customer Service. 
  
  

5. Sound processor

• Try the hook in a different size 
• If the problem persists, you might need to hold the sound processor using the holding buckle or an open ear-tip made by a hearing aid specialist. Please contact Customer Service.
  
  

6. Difficulty holding the antenna

• The antenna is held on the skin opposite the implant using a magnet 
• If it is held too tightly, loosen the magnet by turning it in the direction indicated by the arrows, or change the magnet force 
• If it is not held tightly enough, re-tighten the magnet by turning it in the opposite direction to that indicated by the arrows, or change the magnet force 
• Change the position of the antenna 
• If the problem persists, please contact Customer Service.
  
  WARNING: If you experience skin redness or irritation during routine use of the device, it is recommended that you change the force of the magnet.
  
  

7. Indicator light does not come on

• Check the position of the selector wheel 
• Check the type of batteries used (P675 or PR44 zinc-air batteries) 
• Check that the batteries are the right way around (positive and negative pole). 
• Change both batteries 
• Check whether the selector wheel has been disabled by the audiologist 
• If the problem persists, please contact Customer Service.
  
  

8. Insufficient battery life (less than a working day)

• Change both batteries/check the type of batteries used (P675 or PR44 zinc-air) 
• Check that the care instructions have been observed 
• Check that you are using the type of antenna (LD or SD marked on the back of your antenna) specified by your audiologist 
• If the problem persists, please contact Customer Service.
  
  

9. Cannot find the antenna type

For Neuro One sound processors, the antenna exists in two models to ensure optimal power consumption according to the user’s skin thickness. The SD antenna is mainly intended for children, while the LD antenna is primarily for adults.

• Check the type marked on the back of the antenna (LD or SD).
  
  

10. Processor does not turn on with new batteries

• Check the type of batteries used (P675 or PR44 zinc-air) 
• Check that the batteries are the right way around (positive and negative pole) 
• Check the correct programme push-button position 
• Some batteries have a plastic film; this should be removed
• If the problem persists, please contact Customer Service.
  
  

11. Battery compartment does not open

• Check that the sound processor has not been damaged 
• If the batteries have expanded, do not force the compartment open (if they have not already been removed) 
• If the problem persists, please contact Customer Service.
  
  

12. Battery compartment does not close

• Check the type of batteries used (P675 or PR44 zinc-air). 
• Check that nothing has got in the way of the compartment closing 
• If the problem persists, please contact Customer Service.
  
  

13. Difficulty connecting the cable

• Check that the cable connector is compatible 
• Check that it has been connected the right way around 
• Check that the pins are not bent 
• If the problem persists, please contact Customer Service.
  
  

14. Broken cable

• Use a different cable 
• If the problem persists, please contact Customer Service.
  
  

15. Processor is wet

• Open the battery door 
• Remove the batteries from the compartment 
• Rinse the processor quickly in fresh water 
• Dry the outside of your processor as well as the antenna and its cable using a kitchen towel or absorbent wipe 
• Do not put the batteries back in the compartment 
• Do not heat it up 
• Leave the processor to dry for 24 hours 
• If the problem persists, please contact Customer Service.
  
  

16. Cannot hear with the Silhouette system (inductive hook)

• Check the placement of the connector on your phone 
• Check that the inductive ear hook is correctly positioned close to the sound processor 
• Check that the programme push button is set on the special programme for audio accessories 
• If the problem persists, your current setting does not allow you to connect audio accessories. Please contact your implantation centre or contact Customer Service.
  
  

17. Cannot hear with the telecoil

• Check that the selector wheel is in the correct position 
• Check that the programme push button is set on the special programme for audio accessories 
• If the problem persists, your current setting may not allow you to connect audio accessories. Please contact your implantation centre or contact Customer Service.
  
  

18. The sound processor restarts

• The sound processor will restart in case of significant error that may alter the stimulation, leading to momentary power loss
• Check whether the light flashed quickly before turning off 
• If the problem persists, please contact Customer Service.
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IMPORTANT: The Neuro One sound processor is a high-performing device. If you experience any issues, always refer to the care and user instructions provided within your package.