Nucleus® 7

I cannot hear any sound or the sound comes on and off when I turn on my sound processor.

  1. Check the indicator light.

    The indicator light should be green. If it doesn't turn on, please see My sound processor won't turn on.
  2. Check the coil cable.

    Make sure the coil cable is fully inserted into the socket on your processor.
  3. Are you using a remote control?

    If you use a remote control, turn up the volume.
  4. Are you using the Nucleus Smart App?

    If you use the Nucleus Smart App, try turning up the volume or sensitivity.
  5. Try a different program.

    You can choose between programs to change the way your sound processor deals with sound (e.g. in noisy or quiet places). Short-press the button to switch between programs.
  6. Try a different coil cable if you have one.

    If you have another coil cable, try using it. If this helps, there may be an issue with the original coil cable.

    Make sure you're using the correct coil for your implant type. Contact our customer support team if you need extra help to replace the faulty coil cable.
  7. Change the batteries.

    There's an easy step-by-step guide for how to do this on page 10 of your Nucleus 7 Sound Processor User Guide. Note: Rechargeable batteries have a built-in "health check". If a charged battery detects a problem, it will turn the sound processor off. If the problem is fixed, it will turn back on again. If a battery turns off, disconnect and reconnect it to your processor. If this doesn't restore power, contact your clinician.
  8. Check with your clinician.

    If you've recently had your sound processor replaced and the problem continues, please contact your clinician.

Need more help?

Get in touch with a member of our customer support team. We're available from 6:00am – 6:00pm MDT Monday to Friday and 8:00am – 12:00pm Saturday. Choose phone or chat and we'll take it from there.


Talk on the phone

We're here to help. Call now to speak with a customer support team member.

After hours? Make an online inquiry and we'll get back to you

Make an online inquiry