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Updated 14 March 2018Kanso®Accessories

The remote assistant says my sound processor is unavailable.

  1. Is your sound processor turned on and close to the remote assistant?

    Make sure your sound processor is turned on and within 6 feet of your remote assistant.

  2. Are your sound processor and remote assistant paired correctly?

    There's a step-by-step guide on how to turn pair your sound processor and remote assistant on page 15 of the Nucleus® CR230 Remote Assistant User Guide.

  3. Try pairing the processor with the remote assistant again.

    Sometimes it's just a matter of repeating the pairing process to get things working properly.

  4. Are you using two sound processors?

    If you are, make sure you have the correct side selected and displayed for troubleshooting. There's a step-by-step guide for bilateral recipients on how to adjust your sound processor page 47 of the Nucleus® CR230 Remote Assistant User Guide.

  5. Was your sound processor recently replaced or repaired?

    If it was, you'll need to pair your new sound processor to the remote again.

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 for telephone enquiries as well as 8:00am - 5:00pm MDT Monday to Friday for chat enquiries. Choose phone or chat and we'll take it from there.

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If you want to send in a device for repair, call our customer support team on 877-651-7001.

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We are available 6:00am – 6:00pm MDT Monday to Friday and 8:00am – 12:00pm Saturday. For after hours support, make an online inquiry and a member of our customer support team will get back to you.

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We are available 6:00am – 6:00pm MDT Monday to Friday and 8:00am – 12:00pm Saturday. For after hours support, make an online inquiry and a member of our customer support team will get back to you.