Troubleshooting

Harmony BTE

If there are problems with your system, do the following:

• Visually inspect the equipment.
• Is the battery in place?
• Is the headpiece cable twisted, frayed, or broken?
• Is the headpiece cracked?
• If something appears broken, use your spare equipment to complete troubleshooting.

Here are some specific situations and suggestions for troubleshooting:

Problem
Recipient Cannot Hear

Action

1. Verify Harmony Processor controls are set correctly.
2. Remove and reconnect PowerCel™ Battery to the processor to check battery status and processor status with the built-in LED.
3. If the built-in LED was programmed ON for all cases, check to see if the Red LED is blinking to indicate no lock with the implant
4. If the built-in LED was programmed ON for all cases and the Red LED is not blinking, check to see if the Green LED illuminates in response to sounds near the microphone
5. Change the PowerCel battery.
6. If using a T-Mic earhook, replace the T-Mic.
7. Replace the Harmony headpiece cable unit.
8. Perform Ling Six Sound Test to see if the child can respond to auditory input.
9. Contact the programming center and/or the child’s parent for further troubleshooting.

Problem
Recipient reports hearing sounds that are muffled or static

Action

1. Verify Harmony Processor controls are set correctly.
2. If the built-in LED was programmed On for all cases, check to see if the Green LED illuminates in response to sounds near the microphone
3. If using a T-Mic Earhook, replace the T-Mic.
4. Check to ensure the headpiece cable is securely attached to the BTE.
5. Try an alternative program.
6. Replace the Harmony headpiece cable unit.
7. Contact the programming center and/or the child’s parent for further troubleshooting.

Recommended Spare Equipment for Troubleshooting:
To order equipment or a processor user manual, contact our Customer Care Department at (877) 829-0026, (800) 678-3575 TTY, or customercare@advancedbionics.com.

Auria Headpiece

Battery Charger

Headpiece Retention
Shortly following your surgery, you may notice slight swelling near your Implant site. This is part of the normal healing process and may take some time to resolve. If the swelling does not fully resolve by your initial stimulation, you and your audiologist may need to take additional actions to ensure that your Headpiece adheres and successfully communicates with your Implant. Again, any residual swelling should resolve over time.

However, several options to retain your Headpiece include: 

• Having your audiologist increase magnet strength in your Headpiece.
• Temporarily shaving your hair around the Implant site.
• Applying pressure to the Headpiece with a headband, baseball cap, etc.

CAUTION: Adding too many magnets to your Headpiece may cause physical discomfort and can potentially damage the skin around your implant site. Do not attempt to add additional magnets to your Headpiece unless advised by your audiologist or Advanced Bionics.

Harmony Processor Retention
The Harmony Processor was designed to fit securely and comfortably behind most  ears. However, you may find that additional retention of your Harmony Processor is desired during everyday use or in specific environments (e.g., when engaging in physical activities).

• An earmold is the most commonly used solution for providing additional retention.
• Earmolds are available in a variety of styles, materials and colors.
• Please consult with your audiologist in determining if an earmold is appropriate for you.
• A specially designed earmold for use with the T-Mic is available.

What To Do
The following is a description of how to troubleshoot your Harmony Processor given a specific symptom. If the problem persists after trying the suggestions below, contact your audiologist or Advanced Bionics for assistance.

No Sound / Static / Muffled Sound / Distorted Sound

• Check your connections, including PowerCel, Earhook and Cables.
• Check your Volume Dial.
• Is your Headpiece positioned over your implant site?
• Is your PowerCel charged and inserted properly? Try another PowerCel.
• Are you using the appropriate program? Try another program.
• Check the Microphone/System status using your LED.
• Replace the Cable/Headpiece.
• Clean the contact on both your PowerCel and Harmony Processor.
• Remove any materials (hat, headband, scarf, etc.) that may be covering your Microphone.
• Perform a test of the built-in Microphone using an empty program slot.
• Contact your audiologist for instructions.
• Try another audio input source such as an Auxiliary Microphone or your Direct Connect Earhook interfaced with an audio device (i.e., CD player or MP3 player).
  • You will need to use a program that is designated to accept an external audio source.
  • If this resolves the problem, place your Processor and T-Mic (if applicable) in the Carrying Case/Dri-Aid overnight.  If no sound is present the next day, contact your audiologist.
• Check for visible damage to components.
• Contact your audiologist for further troubleshooting if necessary.

Processor Gets Wet
All parts of the Harmony Processor have been designed to tolerate rain, moisture, sweat, and dust expected from normal use. However, if the Processor gets wet, perform the following steps as soon as possible:

• Remove your PowerCel.
• Gently shake your Processor to drain any excess water.
• Place your Processor in your Carrying Case with refreshed Dri-Aid crystals.

IMPORTANT: Place your Processor in your Carrying Case for 24 hours. DO NOT try to speed up the drying process by using a microwave oven, convection oven or hair dryer. This could further damage the internal electronics.

• If after performing the above steps, you notice a deterioration in sound quality or volume, contact your audiologist for further troubleshooting.

Green LED Light on Harmony Does Not Flash in Response to Loud Sounds (Programmable option)

• Confirm that this option is enabled.
• Recheck the PowerCel status.
• Perform a System Operation Check.
• Try another program on your Processor.
• Try another audio input source such as an Auxiliary Microphone or your Direct Connect Earhook interfaced with an audio device (CD or MP3 player).
  • You will need to use a program that is designated to accept an external audio source.
  • If this resolves the problem, place your Harmony Processor and T-Mic (if applicable) in the Carrying Case with refreshed Dri-Aid crystals overnight. If no sound is present the next day, contact your audiologist.
• Replace the Cable/Headpiece.
• Refer to No Sound/Static/Muffled Sound/Distorted Sound section for additional troubleshooting steps.
• Contact your audiologist for further troubleshooting if necessary.

Orange LED Light on Harmony Does Not Blink When the Processor is Turned On

• Check your connections between the PowerCel and Processor.
• Replace your PowerCel with one that is fully charged.
• Clean PowerCel and Harmony Processor contacts.
• Contact your audiologist for further troubleshooting if necessary.

Decrease in PowerCel Life

A variety of factors can impact PowerCel life, including:

• Changes to your program made by your audiologist.
• The type of program and individual Processor that you are using.
• The various listening environments that you encounter.
• Care and maintenance of your PowerCels.
• Age of PowerCels.
• Exposure to high temperature or impact.

If you notice a sudden decrease in PowerCel life:

• Clean the PowerCel, Charger, and Processor contacts.
• Ensure that your Charger is receiving power.
• Check the lighting sequence on your Charger to ensure proper operation.
• Ask yourself the following:
  • Have I recently been reprogrammed?
  • Am I using old PowerCels?
  • If you answered yes to either of these questions, please consult with your audiologist for additional troubleshooting.

PowerCel will not Charge

If the orange light does not light up when a PowerCel is placed in the Charger, this likely indicates that the PowerCel is already charged.

If the PowerCel is unable to power the Processor:

• Try charging the PowerCel in another charging slot.
• Unplug and replug all connections.
• Try another PowerCel with your Processor.
• Clean the PowerCel and Charger Contacts.

Red Light on PowerCel Charger Illuminated

• Try charging the PowerCel in another Charger Bay.
• The PowerCel may be faulty.
• If a red light appears again after 90 minutes of charging, contact your audiologist.

NOTE: If the red light is still illuminating after the PowerCel is removed, reset the Charger’s power by unplugging and replugging your Charger into the wall outlet. This will reset your Charger and turn the red light off. Alternatively, the red light will also turn off when another PowerCel is placed in the Charger Bay.

No Green Light on PowerCel Charger

• Check your connections.
  • Is your Charger plugged firmly into the wall outlet?
  • Are your Adapter and Power Supply firmly connected?
• Try your Charger Car Adapter.
• Try plugging your Charger into another wall outlet.
• Contact your audiologist or Advanced Bionics for further troubleshooting.

No Orange Light on PowerCel Charger

• If the orange light does not illuminate upon placing a PowerCel onto the Charger, this likely indicates that the PowerCel is already charged.
• If there is no orange light and your PowerCel is not working properly, please contact your center or Advanced Bionics for further assistance.

WARNING: Your Harmony Processor or Headpiece should be serviced only at Advanced Bionics.
Do not attempt to open or repair the Processor.

• Do not continue to use the Harmony Processor if any part of it is damaged.
• Unauthorized opening of the Processor, or other equipment, will void the warranty and may compromise system performance.