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Oticon Medical Ponto 5 Family - April 2022

How Can I Troubleshoot Streaming Challenges with the Oticon Medical Streamer?

Courtney Smith, MA, CCC-A, FAAA

February 28, 2022

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Question

How can I troubleshoot streaming challenges with the Oticon Medical Streamer?

Answer

Clearing pairings

This is an important troubleshooting concept for the Streamer. You will use this for instances where a smartphone might have forgotten who it's talking to, or the Streamer may have forgotten who it's talking to. For instance, say you have a demo Streamer in your clinic and you have paired it to a previous patient's processor before. You want to demo it with a new patient that's coming in and wants to try the Streamer. You would want to clear your pairings out of the Streamer. You're opening up that Streamer for a brand new, healthy connection. It's important for troubleshooting because if your Streamer has lost connection to the app or to a phone, for some reason, you can always clear your pairings and form a new open parking spot. If you need a fresh connection, this is a great idea. What you would do is you would push the on-off button on the top and the volume up button on the side of the Streamer, and you would hold them down together for about six seconds. And then once you turn your Streamer off and turn it back on, you have all the accessibility for brand new connections now.

Streamer is on, device is on and paired, but there's no sound

Your patient's not hearing anything. The first thing that you might try would be to change the battery. Remember also that the neck loop is the antenna from the Streamer to the device. If your patient has your neck loop around their neck, that's the best way for them to get a strong connection.

Another common issue seen by our audiology support team is that the clinician or patient is not using the proper Streamer. Remember that you need to use the Oticon Medical Streamer or else you cannot make that connection. They're not compatible with our bone anchor devices. These are some things that you can try. Also, is it linked in the software? Rmember if we link it in the software, your patient can use it without the neck loop and still hear. If you leave it open, once the antenna is around their neck, you should hear it. Your patient should be able to hear it nice and strong. The neckloop can wear out. So it's helpful to have an extra one around the office, so you can troubleshoot that.

Phone calls or streaming, but the patient wants to also listen to music

What's something that you can do? If phone calls are streaming to the Ponto 3 SuperPower but music is not, what should I do? Ask the patient to play their music from their paired phone and you should be able to hear it coming through the phone's speaker. Once the music is playing, you can have your patient tap the AUX button on the side of the Streamer. It's a quick tap. It's that button on the right side. If you're facing the Streamer, it fits in front of you on the bottom and a quick tap, activates the AUX button. Keep in mind that if your patient actually presses that button down for more than two seconds, they will engage their telecoil in the Streamer. Then they're just hearing noise.

This Ask the Expert is an excerpt from Ponto 3 SuperPower Connectivity and Troubleshooting Tips Every Audiologist Should Know.


courtney smith

Courtney Smith, MA, CCC-A, FAAA

Courtney Smith is a clinical audiologist with 18 years of clinical experience in hearing aids, cochlear implants, and bone-anchored hearing device solutions working in both medical and private practice settings.  She joined Oticon Medical as their Clinical Trainer in October of 2021. She completed her graduate training at the University of Iowa in 2003.


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