MED-EL hearLIFE AudioStream Ma070401, User Manual

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Troubleshooting
9
6. Troubleshooting
For assistance and reporting of issues associated with this MED‑EL product or to report
unexpected operation or events, contact your local MED‑EL representative.
Please also refer to the applicable audio processor user manual for troubleshooting
guidelines.
Problem Possible cause Recommended action
Pairing process failed Disruptions in pairing
process • Switch on the Bluetooth functionality on the mobile
device.
• Switch the processor off and on to put AudioStream
in pairing mode.
• Your smartphone must be compatible with AudioStream.
Visit our website at medel.com for a list of compatible
smartphones.
• Make sure your smartphone uses the correct operating
system: Android 10 or higher for Android devices; iOS 11 or
higher for Apple devices.
• Closely follow the pairing procedure as described in the
AudioKey app. Make sure you have the correct version of
the AudioKey app installed.
• Make sure AudioStream is not paired to another mobile
device when you want to pair it to a new device.
• Move AudioStream device(s) closer to the mobile device
you intend to pair to.
Audio streaming
does not start AudioStream is not yet
paired • Pair AudioStream to the mobile device (see chapter 3,
AudioStream, Pairing and configuring AudioStream).
No sound perceptible
during an active stream AudioStream is out of
range • Ensure that your audio processor is turned on.
• Replace audio processor battery if empty.
• Ensure that the audio processor is within range.
Distortions during
audio streaming
(interruptions, noise) Device is not within
range or interference
from other devices • Clean the FM contacts on the side of the audio processor.
• Reduce distance between device and audio processor.
• If possible, remove interfering device (especially in the
2.4 GHz band, e.g. a Wi‑Fi router or computer).
• If possible, change location of Wi‑Fi router and/or PC.
• If possible, use the 5 GHz band of your Wi‑Fi system.
• In case of a phone call, do not place the phone too close
to AudioStream.
No sound perceptible
or sound too low Volume too low • Clean the FM contacts on the side of the audio processor.
• Increase volume on mobile device (e.g. smartphone).
• If volume remains too low, increase volume on audio
processor.
Sound too loud
or cracking Volume too high • Clean the FM contacts on the side of the audio processor.
• Decrease volume on mobile device (e.g. smartphone).
• If volume remains too high, decrease volume on audio
processor.