Troubleshooting
We’ve organized a troubleshooting area as a guide to help you if a problem should arise. If you encounter a problem that is not included below, please contact Customer Service for support.
Problem — I cannot hear any sound.
Try the following:- Check that the cable is connected properly.
- Check that the volume is not muted.
- Re-activate the accessory by turning your speech processor off and then back on.
Problem — The program keeps prompting me to register.
Try the following:- Visit http://www.cochlear.com/soundbeyond/ and download the latest update.
- Install the update (make sure that your Sound and Beyond program is not open while you do so).
- Restart the program and select ‘on-line registration.’ Follow the prompts. This will automatically detect your activation key (you will not need to enter it manually).
- If you do not have on-line access, select ‘phone registration.’ Customer service details will appear. Contact customer service on the toll free number for assistance.
Problem — The program won’t open.
Try the following:- Check whether your registration has run out. If so, apply for a new one.
Problem — The screen doesn’t look clear.
Try the following:Be sure that your screen resolution is set correctly.
- 1024 x 768 (average computer)
- 1280 x 1024 (newer computers)
- 800 x 600 (older computers)
Problem — Program appears slow or intermittent.
Try the following:- Check the required computer specifications to ensure your computer is compatible. These can be found in the user guide and on our website. If they are not compatible, contact customer service about returning the product. If they are compatible, continue by checking that you have the latest version installed by selecting the F10 key. If not, download the latest update. Otherwise continue with troubleshooting.
Shut down all other applications running on your PC to prevent other program conflicts and free up additional memory. If this problem persists, you may consider expanding your RAM. If unresolved, contact customer service.