Nucleus 5: Troubleshooting Resources

Cochlear™ Nucleus® 5 Troubleshooting Tips

Should you experience any problems, the following list summarizes the top troubleshooting tips for your Nucleus 5 Sound Processor. For more detailed, step-by-step instructions please refer to the Troubleshooting Wizard in the Nucleus 5 Sound Processor and Remote Assistant Interactive Guide. Here’s how to access the Troubleshooting Wizard in the Nucleus 5 Interactive Guide:

  1. Launch the Nucleus 5 Interactive Guide by clicking here.
  2. Click the “Play” arrow button.
  3. Click on the word “English.”
  4. Click on “Start the CP810 and CR110 Troubleshooting Wizard.”
  5. Click on the category that best serves your troubleshooting need by clicking on one of the six images.
1. You Have Accidentally Changed Your Sound Processor Settings and Want To Reset Them
Suggested Actions
Press and hold both the lower left and lower right soft keys at the same time from the Home Screen. The processor reset screen displays.
Press the lower right soft key to confirm that you want to reset your processor


 

  2. You Are Not Sure What Your Sound Processor Flashes Mean
Refer to Indicator Lights Diagram


 

 3. Your Sound Processor Will Not Turn On
Possible Cause Your processor’s battery capacity is low or empty
Suggested Actions
If you are using rechargeable batteries: Replace the rechargeable battery module
If you are using disposable batteries:
Check the battery holder
Check the battery cover
Replace both disposable batteries
Replace the standard battery module
Check the battery contacts


 

 4. Your Sound Processor Will Not Turn Off
Possible Causes
Your processor’s buttons may be locked
You may be pressing the wrong button(s) on your processor
Simple User Interface: Press and hold the lower button on your processor until you see steady orange
Advanced User Interface: Press and hold both buttons at the same time until you see steady orange
Suggested Actions
 
If you have a remote assistant, use your remote assistant to check and unlock your sound processor’s buttons
Go to the processor settings menu and check the processor button lock status
Unlock your processor’s buttons if they are locked
If you don’t have a remote assistant, use your sound processor to check and unlock the processor’s buttons Quick press both sound processor buttons at the same time
Disconnect the processing unit from the battery module
Your processor is now off.
When you reconnect the processing unit and battery module, make sure they are correctly aligned. Even a slight misalignment can prevent your processor from turning on again.
Reset your sound processor’s settings Refer to tip #1
Perform a maintenance check Refer to the Nucleus 5 Interactive Guide


 

 5. You Do Not Hear Any Sound
Possible Causes
You may be in an environment with little or no sound
Your volume or sensitivity settings may be too low
You may have switched to microphone input after setting the telecoil/microphone mixing ratio to "100% telecoil" on your remote assistant
You may have switched to microphone input after setting the accessory/microphone mixing ratio to "100% accessory" on your remote assistant
Suggested Actions
Change settings Try a different program, check and adjust volume/sensitivity, listen for sounds
Check and adjust the telecoil mixing ratios Try changing to different values (e.g. 2:1)
Check and adjust the accessory mixing ratios Try changing to different values (e.g. 2:1)
Reset your sound processor’s settings Refer to tip #1
Perform a maintenance check Refer to the Nucleus 5 Interactive Guide


 

 6. Sound is Intermittent or Volume Goes Up and Down
Possible Causes
The volume of sounds in your current environment may go up and down
Suggested Actions
Move to an environment where the level of sound is constant
Reset your sound processor’s settings Refer to tip #1
Perform a maintenance check Refer to the Nucleus 5 Interactive Guide


 

 7. Sound is Too Loud or Uncomfortable
Possible Causes
Your volume or sensitivity settings may be too high
Suggested Actions
Change settings Try a different program, check and adjust volume/sensitivity, listen for sounds
Reset your sound processor’s settings Refer to tip #1


 

 8. Sound is Too Quiet or Muffled
Possible Causes
Your volume or sensitivity settings may be too low
Your microphone protectors may be dirty
Suggested Actions
Change settings Try a different program, check and adjust volume/sensitivity, listen for sounds
Reset your sound processor’s settings Refer to tip #1
Perform a maintenance check Refer to the Nucleus 5 Interactive Guide
Check your mic protectors New mic protectors usually provide better sound quality. If you haven't changed them recently, change your mic protectors.


 

 9. When Using the LiteWear, Your Sound Processor Does Not Work
Possible Causes
The battery module and LiteWear cable are not properly aligned or connected
Suggested Actions
Check the alignment Check that the battery module and the LiteWear cable are properly aligned and connected. Even a slight misalignment can prevent your processor from turning on.
Perform a maintenance check Refer to the Nucleus 5 Interactive Guide


 

 10. Your Sound Processor Does Not Automatically Detect An Audio Accessory
Possible Causes
The audio accessory cable may not be fully inserted into the accessory socket on the processing unit
Suggested Actions
Check that the accessory cable is fully inserted into the accessory socket on the processing unit, and to the accessory
Manually enable the accessory
Simple User Interface: Quick press the upper button
 
Advanced User Interface: Press and hold the upper button


 

 11. You Do Not Hear Sound from an Audio Accessory
Possible Causes
The audio accessory cable may not be fully inserted into the accessory socket on the processing unit
The audio accessory cable may not be fully inserted into the audio source
The audio source may not be working properly or the volume on it may be very low
Suggested Actions
Check that the accessory cable is fully inserted into the accessory socket on the processing unit, and to the accessory
Check that the audio accessory cable is fully inserted into the accessory socket on the processing unit
Check that the other end of the audio accessory cable is fully inserted into the audio source
Check that the audio source is working properly
Check the volume on the audio source
If you have a remote assistant, check and adjust the accessory/ microphone mixing ratio If the accessory / microphone mixing ratio is set to ‘A’, try changing the mixing ratio to another value. For example, set it to 2:1 (the default)
Perform a maintenance check, including checking for sound using the monitor earphones Refer to the Nucleus 5 Interactive Guide


 

 12. You Hear Interference Such as Buzzing or Distorted Speech
Possible Causes
You are close to sources of interference such as: 2.4GHz cordless digital telephones; some digital mobile phones; Bluetooth® devices such as hands free mobile phone kits, wireless keyboards and wireless mice; wireless computing networks such as Wi-Fi; game consoles with 2.4GHz wireless links; radio & TV transmission towers; mobile phone towers; microwaves; shopping center and airport security systems; battery chargers; fluorescent lighting; mains power boards
Suggested Actions
Check for sources of interference
Move away from the source of interference



 

 13. You Are Not Sure Which User Interface You Are Using
Suggested Actions
Check your remote assistant's screen in response to a quick press of the lower button on your processor
Simple User Interface: The program icon changes on the Home screen
Advanced User Interface: The volume or sensitivity screen appears
Check your sound processor’s indicator light (if they're enabled) in response to a quick press of the lower button on your sound processor
Simple User Interface: The number of flashes corresponds to the selected program. For example, when you change from program 1 to program 2, you see two green flashes.
Advanced User Interface: You see a single flash of green
Listen to the private tones (if enabled) in response to a quick press of the lower button on your processor
Simple User Interface: The number of beeps corresponds to the number of the selected program. For example, when you change from program 1 to program 2, you hear two short high tones.
Advanced User Interface: You hear a single short high tone


 

 14. Your Sound Processor Does Not Automatically Turn on the Telecoil
Possible Causes
Your clinician has not enabled Auto Telecoil
Auto Telecoil is not detecting speech signals
Suggested Actions
To trigger automatically, the telecoil must pick up speech signals Wait until you hear speech. Auto Telecoil should automatically turn on the telecoil.
Manually turn on the telecoil using your Remote Assistant Press the toggle button on the left side of the Remote Assistant. The telecoil icon appears on the Home screen.
Manually turn on the telecoil using your sound processor Simple User Interface: Quick press the upper button
Advanced User Interface: Press and hold the upper button
discuss whether telecoil is suitable for you


 

 15. Disposable batteries
Possible Causes
The battery holder is dirty
The air holes on the standard battery module are clogged with dirt and grime
The coil is faulty
Suggested Actions
Inspect and clean the standard battery module
Change the battery holder
Regularly clean your sound processor’s parts
Check the coil