Cochlear Nucleus CP810 User manual

Nucleus®CP810 Sound Processor and
Nucleus®CR110 Remote Assistant
Troubleshooting Guide

This troubleshooting guide is not a complete user guide for the
Cochlear
™ Nucleus®CP810 Sound Processor or the Cochlear ™ Nucleus®
CR110 Remote Assistant.
Always read the entire user guides and the Important Information
booklet for important safety and maintenance information that may
not be included here.
Note
Important information or advice. Can save
inconvenience.
Tip
Time saving hint or saves inconvenience.
Caution (no harm)
Special care to be taken to ensure safety and
effectiveness.
Could cause damage to equipment.
Warning (harmful)
Potential safety hazards and serious adverse
reactions.
Could cause harm to person.
Symbols

Contents
Introduction.......................................................................................................5
Perform a maintenance check .................................................................5
Inspect the components ...........................................................................6
Confirm that your processor is receiving sound...................................8
How to check for sound using the Monitor Earphones ......................9
Use your remote assistant to troubleshoot your processor....................11
Respond to visual alerts ...........................................................................11
Check your remote assistant status indicator.....................................20
Step through the troubleshooting guide on the remote assistant . 21
Troubleshoot your processor........................................................................23
You have accidentally changed processor settings............................23
You are not sure what your processor flashes mean.........................24
Your processor will not turn on .............................................................24
You do not hear sound ............................................................................25
Sound is intermittent or volume goes up and down.........................26
Sound is too loud or uncomfortable ....................................................26
Sound is too quiet or muffled................................................................27
When using the LiteWear, your processor does not work................28
Your processor does not automatically detect an
audio accessory.........................................................................................28
You do not hear sound from an audio accessory...............................29
You hear interference such as buzzing or distorted speech............ 30
Troubleshoot your remote assistant........................................................... 31
Your remote assistant displays an alert ............................................... 31
You have accidentally changed processor settings............................32
You have accidentally changed remote assistant settings ...............32
Your remote assistant screen is blank ..................................................32
Your remote assistant will not turn on.................................................33
Your remote assistant will not turn off ................................................33
You are pressing a key and nothing happens ......................................34

You see numbers instead of names on the Home screen................34
The "Found new hardware" wizard appears ........................................35
Your remote assistant will not charge..................................................35
You cannot see your remote assistant screen clearly .......................36
Your remote assistant battery emptied very quickly.........................36
Your remote assistant is damaged ........................................................36
Troubleshoot the CP800 Series Battery Charger.....................................37
The indicator light shows a fully charged battery is still charging. . 37
Your problem is not listed here....................................................................39
Index.................................................................................................................. 41

Introduction
From time to time, you may need to troubleshoot your Cochlear
™
Nucleus®CP810 Sound Processor or your Cochlear
™ Nucleus® CR110
Remote Assistant.
This guide explains how to:
• Perform a maintenance check.
Use your remote assistant to troubleshoot your processor.•
Troubleshoot your processor or remote assistant step-by-step.•
Keep the following guides close at hand:
CP810 Sound Processor User Guide•
CR110 Remote Assistant User Guide•
Perform a maintenance check
Performing a maintenance check before troubleshooting can make it
quicker and easier for you to find the cause of your problem.
To perform a maintenance check:
1. Inspect the components.
See Inspect the components in this guide.
2. Confirm that your processor is receiving sound.
See Confirm that your processor is receiving sound in this guide.
3. Check for alerts or errors:
If you have a remote assistant, turn it on and check the screen for
visual alerts. Also check your processor battery status.
If you do not have a remote assistant, check your processor
indicator light for alerts or errors.
© Cochlear Limited 2010 CP810 and CR110 Troubleshooting Guide - 5

Inspect the components
CP810 Sound Processor, coil and coil cableFigure 1:
Inspecting your processor, coil and coil cable can help you identify dirty
or damaged parts which may be causing or contributing to the problem.
Remove the processor, coil and coil cable from your head before doing
the inspection. Disconnect any accessory.
Step Actions
Step 1: Check the coil cable, and coil cable socket:
Disconnect the coil cable from the processing unit.
Confirm that the coil cable socket on the processing unit is free of
dirt and dust. Blow away any dirt or dust.
Reconnect the coil cable to the processing unit. Make sure the
coil cable is fully inserted into the coil cable socket.
Check that the coil cable has no cracks or bumps. If the coil cable
is damaged, replace the coil cable.
6 - CP810 and CR110 Troubleshooting Guide © Cochlear Limited 2010
Introduction

Step Actions
Step 2: Check the coil:
Disconnect the coil cable from the coil.
Confirm that the socket on the coil shows no signs of damage.
Reconnect the coil cable to the coil. Make sure the coil cable is
fully inserted into the socket on the coil.
If the socket on the coil is damaged, replace the coil.
Step 3: Check the battery contacts:
Disconnect the battery module from the processing unit.
Confirm that the contacts on both the battery module and the
processing unit are free of dirt and dust. Blow away any dirt or
dust.
Reconnect the battery module to the processing unit.
Make sure the processing unit and battery module are correctly
aligned. Even a slight misalignment can prevent your processor
from turning on.
Step 4: Check the microphone protectors:
Confirm that the microphone protectors are in place.
Replace the microphone protectors if you notice degradation in
the sound quality, or if the protectors look dirty.
Step 5: Check the accessory socket and cable:
Confirm that the accessory socket is free of dirt and dust. Blow
away any dirt or dust.
Check that the accessory cable has no cracks or bumps. If the
accessory cable is damaged, replace the cable.
If any part of your processor, coil or coil cable is physically damaged,
contact your clinician.
The CP810 Sound Processor and all accessories are not user serviceable.
Only a person authorised by Cochlear Limited should repair your
processing unit.
© Cochlear Limited 2010 CP810 and CR110 Troubleshooting Guide - 7
Introduction

Confirm that your processor is receiving sound
Step Actions
Step 1: Check that the coil cable is fully inserted into the coil and into the
coil cable socket on the processing unit.
Make sure your processor, coil and coil cable are on your head.
Check that the coil is properly positioned over the implant.
Turn on your processor.
Step 2: On your processor, switch to microphone input:
Make sure the telecoil is off.•
Disconnect any accessory.•
Step 3: If a hearing person is available, ask them to check for sound using
the Monitor Earphones.
See How to check for sound using the Monitor Earphones in this
guide.
If a hearing person is not available, make sure you are in an
environment that has sound which is loud enough for you to hear.
Step 4: If you have a remote assistant:
Check the audio meter on the battery status screen. When the
processor is receiving sound, the number of bars on the audio
meter changes (goes up and down) according to the sound levels.
You can also set your indicator light preferences to "Sound on".
When the processor is receiving sound, the processor indicator
light displays rapid green flashes.
8 - CP810 and CR110 Troubleshooting Guide © Cochlear Limited 2010
Introduction

How to check for sound using the Monitor
Earphones
Processor connector (1) and accessory connector (2)Figure 2:
on Monitor Earphones
A hearing person can use the Monitor Earphones to detect a signal from
the microphones, the telecoil or an accessory.
The Monitor Earphones do not assess signal quality or represent the
processed sound a recipient hears.
Step Actions
Step 1: To test that your processor is receiving sound:
Make sure your processor is on.•
Make sure you are in an environment that has sound•
which is loud enough to hear.
Lift the accessory socket cover of your processor and•
plug the monitor earphones into the accessory socket.
Listen to sounds.•
Step 2: To test an accessory:
Ensure that you can hear sound through the monitor•
earphones.
Plug the accessory into the accessory connector on•
the monitor earphones.
Listen to sounds.•
2
1
© Cochlear Limited 2010 CP810 and CR110 Troubleshooting Guide - 9
Introduction

Use your remote assistant to troubleshoot your processorFigure 3:
Does processor
turn on?
Does processor
turn on?
3
5
1
2
4
10 - CP810 and CR110 Troubleshooting Guide © Cochlear Limited 2010

Use your remote assistant to
troubleshoot your processor
These features (see Figure 3) on your remote assistant can help you
troubleshoot your processor:
Visual alerts that appear on your remote assistant's screen (1).•
Your remote assistant's status indicator (2).•
The troubleshooting guide on your remote assistant (3).•
Respond to visual alerts
If your remote assistant's visual alerts are enabled, a visual alert pops up
on your remote assistant screen and an alarm sounds to tell you that
something needs your attention. For example, when your processor’s
battery capacity is low or the coil is off.
If your remote assistant's visual alerts are disabled:
You will only see• visual alerts on entering the processor
status screen.
To save battery power, there are no• visual alerts when
your remote assistant is in standby mode.
To learn more about the alert and how to resolve it:
Press one of the lower soft keys (4) on your remote assistant.•
Follow the suggested action described in this section of this guide.•
To clear the alert from the screen, press the Cochlear key (5).
© Cochlear Limited 2010 CP810 and CR110 Troubleshooting Guide - 11

You may see more than one visual alert, one after the other.
For example, if the coil has fallen off your head and your
processor's battery is low, the "Coil has disconnected from the
implant" and "Processor battery low" alerts appear one after
the other.
To clear multiple alerts from the screen, press the Cochlear key
once for each alert.
The following visual alerts may display on your remote assistant:
Processor unavailable
This alert appears if:
Your processor is turned off.•
Your remote assistant is not within• operating
distance of your processor.
There is an obstruction such as a head•
shadow, a thick wall, a metal table or a bulky
object between your remote assistant and
your processor.
There is interference from other electronic devices such as:•
2.4GHz• cordless digital telephones
• 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.
Your remote assistant is paired with a different processor.•
12 - CP810 and CR110 Troubleshooting Guide © Cochlear Limited 2010
Use your remote assistant to troubleshoot your processor

Suggested actions:
Step 1: Make sure your processor is:
Turned on.•
Within 2 metres (approximately 6 feet) of your•
remote assistant.
Paired with your remote assistant.•
If this solved the problem, you’re done. If not, continue.
Step 2: Move to a different location.
Hold your remote assistant on the same side of the body
as your processor.
Make sure your remote assistant's status indicator light is
not covered by your hand.
If this solved the problem, you’re done. If not, continue.
Step 3: Contact your clinician.
Your remote assistant has no additional information about
the "Processor unavailable" alert. If you press one of the lower
keys when this alert appears, the remote assistant displays the
troubleshooting guide.
© Cochlear Limited 2010 CP810 and CR110 Troubleshooting Guide - 13
Use your remote assistant to troubleshoot your processor

Coil has disconnected from the implant
The coil is no longer picking up a signal from the
implant. This alert could mean that:
The• coil has fallen off your head.
There may be a• fault with the coil or coil
cable.
Suggested actions:
Step 1: Place the coil back on your head.
Make sure the coil magnet is properly positioned over the
implant.
If the coil falls off your head often, try:
• Adjusting the magnet depth, or
Changing to a stronger magnet.•
If this solved the problem, you’re done. If not, continue.
Step 2: Check both the coil and the coil cable as described in
Perform a maintenance check.
If this solved the problem, you’re done. If not, continue.
Step 3: Contact your clinician.
14 - CP810 and CR110 Troubleshooting Guide © Cochlear Limited 2010
Use your remote assistant to troubleshoot your processor

Coil cable not connected
This alert could mean that:
There is• no coil cable connected to your
processor.
There may be a• loose connection between
the coil cable and the processing unit, or
between the coil cable and the coil.
There may be a• fault with the coil or coil
cable.
Suggested actions:
Step 1: Check both the coil and the coil cable as described in
Perform a maintenance check.
If this solved the problem, you’re done. If not, continue.
Step 2: Contact your clinician.
Processor battery low
Your processor’s battery capacity is almost
completely used.
It will depend on the individual power needs of
your processor as to how much battery capacity is
left when this alert appears.
There could be less than half an hour of battery
life left.
Suggested actions:
Replace or recharge your processor batteries as soon as possible.
© Cochlear Limited 2010 CP810 and CR110 Troubleshooting Guide - 15
Use your remote assistant to troubleshoot your processor

Processor battery empty
Your processor's batteries are empty.
When this alert appears, your processor is no
longer receiving sound and will shut down within
a few minutes.
Suggested actions:
Replace your processor's batteries immediately.
Remote assistant battery low
Your remote assistant’s battery capacity is almost
completely used.
There is approximately 5-10% battery life left.
Suggested actions:
Recharge your remote assistant's battery as soon as possible.
Turn off your remote assistant when you are not using it.
Remote assistant battery empty
Your remote assistant's battery is empty.
Suggested actions:
Recharge your remote assistant's battery
immediately using the USB cable and the Cochlear
global mains power adaptor.
16 - CP810 and CR110 Troubleshooting Guide © Cochlear Limited 2010
Use your remote assistant to troubleshoot your processor

Processor is not detecting sound
This alert could mean:
There is a• fault with the microphones.
There is a• fault with your processor when
the telecoil is on or when an accessory is
connected.
Suggested actions:
Step 1: If you have an audio accessory connected:
C• heck that the accessory cable is fully inserted into
the accessory socket on the processing unit.
Check that the other end of the• accessory cable is
fully inserted into the audio source.
Check that the audio source is working properly.•
If this solved the problem, you’re done. If not, continue.
Step 2: On your processor, switch to microphone input.
Complete the steps described in You do not hear sound.
If this solved the problem, you're done. If not, continue.
Step 3: Contact your clinician.
© Cochlear Limited 2010 CP810 and CR110 Troubleshooting Guide - 17
Use your remote assistant to troubleshoot your processor

Coil fault
This alert means there may be a fault with the coil
or coil cable.
Suggested actions:
Step 1: Check both the coil and the coil
cable as described in Perform a
maintenance check.
If this solved the problem, you’re done. If not, continue
Step 2: Contact your clinician.
Coil not compatible with your processor
This alert could mean that the coil is not
compatible with your processor or the type of
program on your processor.
Suggested actions:
?
Step 1: Replace the coil with a coil that is compatible with the
CP810 Sound Processor.
If this solved the problem, you’re done. If not, continue.
Step 2: Check both the coil and the coil cable as described in
Perform a maintenance check.
If this solved the problem, you’re done. If not, continue.
Step 3: Contact your clinician.
18 - CP810 and CR110 Troubleshooting Guide © Cochlear Limited 2010
Use your remote assistant to troubleshoot your processor

Processor not connected to the correct implant
This alert appears if your processor is not
connected to the correct implant.
Suggested actions:
?
Step 1: Make sure that your processor is connected to your
implant. Never use another person's processor with your
implant.
If you have two implants, make sure the left processor is
connected to the implant on your left side and the right
processor is connected to the implant on your right side.
If this solved the problem, you’re done. If not, continue.
Step 2: Contact your clinician.
General fault/alert
This alert could mean:
There is a• fault with your processor.
A• program is corrupt.
!
Suggested actions:
Step 1: Try turning your processor off then on again.
Change to a different program.
If this solved the problem, you’re done. If not, continue.
Step 2: Contact your clinician.
© Cochlear Limited 2010 CP810 and CR110 Troubleshooting Guide - 19
Use your remote assistant to troubleshoot your processor

Check your remote assistant status indicator
Indicator What it means
Steady blue means your processor is within operating
distance of your remote assistant and they are
communicating with each other.
Flashing blue means your processor is not communicating
with your remote assistant. For example, they are not
within operating distance of each other, or they are not
paired.
Suggested actions:
Check your remote assistant screen for alerts.
Follow the suggested action for "Processor unavailable" in
the Respond to visual alerts section of this guide.
Steady orange means your remote assistant is charging.
Flashing orange could mean:
A visual alert needs your attention (even if• visual
alerts are disabled).
Your remote assistant’s battery is low or empty.•
Your remote assistant’s firmware may need an•
update.
Suggested actions:
Step 1: Press the Cochlear key to check your remote
assistant screen for alerts.
Follow the suggested action for the alert as
described in the Respond to visual alerts section
of this guide.
If this solved the problem, you're done. If not,
continue.
Step 2: Follow the suggested action for Your remote
assistant will not charge as described in
Troubleshoot your remote assistant in this guide.
Steady green means your remote assistant is fully charged
and the USB cable is still connected.
20 - CP810 and CR110 Troubleshooting Guide © Cochlear Limited 2010
Use your remote assistant to troubleshoot your processor