Troubleshooting

Tips and guides to help you troubleshoot the performance of your device.

Hybrid recipient Bronwyn Leggate

This troubleshooting guide is not a complete user guide for the Freedom® HybridTM Sound Processor. Always read the entire user guides and the Important Information booklet for important safety and maintenance information that may not be included here.

Your processor has several indicators of possible problems, namely:

  • H - help messages.
  • Private and public tones.
  • The battery indicator (Bodyworn only).

Read the following sections for information on how to use the above indicators to solve a problem. To troubleshoot more specific problems, see Troubleshooting specific problems.

Help messages

The help messages below may show on your processor display. When troubleshooting a H message, you may find that the H message on your display is replaced with another. Take the action suggested to rectify that problem. Continue until no H messages are displayed.

Help message Meaning Action to take If no action taken
H1

Flat battery

Note: you will stop hearing sound and will only be able to turn your processor off.

Change the batteries*. H1 will show for approximately 5 minutes or until your processor is turned off.
H2 Low battery

Be prepared to change the batteries*.

If you are not ready to change the batteries, press any button to return to the normal display.

H2 will only appear once. If you do not change the batteries or press any buttons, the H1 message will eventually show to indicate the batteries are nearly flat.
H3 Coil error

Check:

  • Coil position
  • Cable is connected
  • For cable damage

If H3 still shows, replace the coil.

H3 will remain on the display until the coil error is fixed.

The H3 error will only show for a Nucleus 24 or Freedom or Freedom Hybrid implant if the coil has been damaged.

H4 Audio error Follow the steps in the section titled ‘Troubleshooting specific problem’. H4 will reappear after 5 seconds if there is still no sound.
H5 Program corrupted

Use a different program on your processor if possible.

Contact your clinician who will check your corrupted program(s).

H5 will remain on the display if all four programs are corrupted.

H5 will flash briefly if only some of your programs are corrupted (for example you may be able to use P3).

H6 Implant ID (incorrect implant detected by your processor) Place your processor on the correct implant.

H6 will remain on the display until your processor is placed on the correct implant. The H6 help message may also appear if two coils are placed together.

H6 will be cleared if you press any button on your processor.

Note: If you are using the Bodyworn controller it will also beep four times if public tones are enabled.

* Refer to the changing batteries section for further information from ‘Freedom Hybrid User Guide’*.

Private and public tones

Private and/or public tones indicate when a particular function of your processor has been used. Tones can only be activated or adjusted by your clinician.

To stop either the private or public tone, press any button. If you have difficulty hearing the private tone, ask your clinician to adjust it at your programming session.

Private tones

The private tone is heard by you and by nobody else. It can be used with each type of controller. Private tones can only be heard if your clinician activates them for a particular program.

There are two types of tones:

  • high pitched
  • low pitched

High-pitched tones are heard when:

  • your processor completes a function
  • the buttons are locked or unlocked
  • you change programs. For example, when you move from P2 (program 2) to P3 (program 3), three tones are heard.

Low-pitched tones are heard whe then:

  • battery/batteries are low (two low tones).
  • batteries are flat (four low tones).

A high-pitched tone followed by a low-pitched tone is heard when the wrong button is pressed.

If you have difficulty hearing the private tone, ask your clinician to adjust it at your programming session.

Public tones

The public tone is only available with the Bodyworn controller. Both you and people around you hear it. It allows people around you to assist you when there is an alarm, for example when the batteries are going flat.

Public tones can only be heard if your clinician activates them for a particular program.

High-pitched tones are heard when:

  • he battery/batteries are low (two high tones)
  • the batteries are fl at (four high tones)
  • a H3 coil error or H4 audio error occurs. You will hear four high-pitched tones, which will repeat every minute until the problem has been fixed.

A high-pitched tone followed by a low-pitched tone is heard when the wrong button is pressed.

Low-pitched tones are heard when:

  • your processor completes a function
  • the buttons are locked or unlocked
  • you change programs. For example, when you move from P4 (program 4) to program P1 (program 1), one tone is heard.

Bodyworn controller battery indicator

The display on the Bodyworn controller includes a battery level indicator.

When the battery is:

  • full, both battery segments are lit
  • low, one battery segment is lit
  • flat, the H1 help message shows.

Troubleshooting specific problems

You may encounter some problems to which the H help messages and tones don’t directly refer to. Take the following steps to try to fix the problem. After each step, check if you hear any sound. If there is still a problem after you have performed the necessary actions, contact your clinician. Only a person authorised by Cochlear Limited should repair your processor.

Help message Action/steps to take
Your processor will not turn on
  1. check alignment
  2. check the batteries
  3. try a spare battery holder
  4. try a spare controller.
There is nothing on the display Reset your processor
There is no sound coming from both the implant and earpiece
  1. check for sound
  2. check and adjust sensitivity
  3. check and adjust volume
  4. check and change program
  5. disable the telecoil
  6. reset your processor
  7. check the batteries
  8. try a spare battery holder
  9. check the coil
  10. try a spare controller.
There is no sound coming from the earpiece but the implant sound is working
  1. check and adjust volume
  2. clean earpiece and remove wax
  3. change the wax filter
  4. check the earpiece cable.
There is no sound coming from the implant but the earpiece sound is working
  1. check and adjust volume
  2. check and change program
  3. disable the telecoil
  4. reset your processor
  5. check the coil
  6. try a spare controller.
The sound is intermittent or volume goes up and down
  1. check for sound
  2. check alignment
  3. check your settings
  4. reset your processor
  5. check the batteries
  6. try a spare battery holder
  7. check the coil
  8. check the acoustic component cable
  9. try a spare controller.
The sound is too loud and uncomfortable
  1. check your settings
  2. reset your processor.
The sound is too quite or muffled
  1. check your settings
  2. reset your processor
  3. clean your microphone ports
  4. replace the microphone protector
  5. clean earpiece and remove wax
  6. change the wax filter.
You hear interference such as buzzing or distorted speech.

Try moving away from any electronic device that may be causing interference, for example buzzing sounds or distorted speech

Common sources of interference include:

  • radio andTV transmission towers
  • mobile phone towers
  • shopping centre and airport security systems
  • some digital mobile phones
  • battery chargers
  • fluorescent lighting
  • mains power boards.

 

 

* This product is no longer available in the European Economic Area, Switzerland or Turkey.