SurfLink Media - No TV Sound During Streaming; Distorted Streaming Audio; Mono Audio Output; Missed Remote Commands

NO SOUND FROM TV
No sound from TV speakers when the SurfLink Media is streaming
• Un-mute or increase the volume on the TV.
• Inserting a cable into the headphone output (usually Variable Audio Output) jack on most TVs
automatically disables the sound coming out of TV speakers. To hear audio from the TV speakers while
streaming, choose another Audio Output jack style (RCA connectors, Digital Optical, S/PDIF).
DISTORTED
Streaming Audio is distorted
• Move closer to SurfLink Media
• Elevate SurfLink Media to same height as TV and provide a clear line-of-sight path from SurfLink Media
to your hearing aids.
• Ensure hearing aid rmware is up to date. The last update was November 2011.
• Ensure SurfLink Media is Revision J or later. Revision is marked on packaging. SurfLink Media contains
a serial number, which can be used to indirectly determine the Revision level. If you don’t have
Revision J or newer, please contact your Inside Sales Representative.
• Reduce the volume using the top slider bar on the front of the SurfLink Media. Slide your nger to the
left to decrease the volume. A shorter bar means decreased volume. Turn up volume of Source Audio
to return to a comfortable listening level.
MONO SOUND
Same sounds are coming out of both hearing aids
• Ensure the switch on the back of the SurfLink Media is set to Binaural (two ear icon) rather than
Monaural (one ear icon).
• Some TV programs or Audio output may only be available in mono. Try another TV program known to
be broadcast in Stereo.
MISSED REMOTE COMMANDS
SurfLink Advanced Remote commands are not being received by hearing aids when
streaming audio
• Make sure SurfLink Advanced Remote is not “locked” (orange is visible on slider switch). Red/blue
lights should briey ash when a SurfLink Remote button is pushed.
• Ensure six digital code (3Exxxx) on SurfLink Advanced Remote matches information contained in
hearing aids. It is common for professionals to mistype the four digit code or improperly enter 0673
(Starkey Hearing Technologies’s CE mark).
• A SurfLink Advanced Remote button push event is not an instantaneous event. It gets routed through
the SurfLink Media, which may add a slight delay (up to ve seconds), on its way to the hearing aids.
• Point the SurfLink Advanced Remote toward the SurfLink Media, not the hearing aids. This reinforces
that SurfLink Remote commands are routed through the SurfLink Media during streaming.
• Move to a Rev. J streamer and latest hearing aid rmware, which signicantly improves hearing aid
sensitivity to SurfLink Remote control commands.
EXTERNAL MICROPHONE
Both an External Microphone and another cable are connected to the SurfLink Media
• Input priority for the SurfLink Media is (1) External Microphone [part# 52640-000], (2) RCA cable, and
then (3) Toslink digital optical cable. Even though a RCA or Toslink cable are transmitting audio sound
to the SurfLink Media, if the External Microphone is plugged into the SurfLink Media, then streamed
audio will be whatever sounds are being received by the External Microphone.
VIDEO SYNCHRONIZATION
Audio from the SurfLink Media is not synchronized with the TV picture
• Try using the same Audio Source, but different Output jack (which may require a different
type of cable).
• Try using another Audio Source. For example, if currently using a cable box, try the Audio Output
from the TV.
• Some Audio Sources (such as TVs) have a built-in option (might be called “Game Mode”) to adjust the
timing sequence of audio and video signals. Check your User Manual to see if your Audio Source has
this feature.
AUDIO SYNCHRONIZATION
Audio from the SurfLink Media is not synchronized with the sound from the TV
or external speakers
• SurfLink Media should be connected to the Audio Source that is producing audio through
TV/external speakers.
» Example: If you are listening through your TV speakers, connect a cable from the TV Audio
Output to the appropriate SurfLink Media input. If you are using an AV Receiver, the Audio
Output should come from the AV Receiver.
• Try using another Audio Output jack on your Audio Source.
Troubleshooting – SurfLink Media (cont.)