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Updated 14 March 2018Nucleus® 6Power and batteries

My sound processor won't turn off.

  1. Check you're pressing the correct button.

    Long press the lower button for about two seconds to turn off. You'll find a step-by-step guide on page 14 of the user guide.

  2. Check your sound processor is not locked.

    An orange light means the buttons are locked. To unlock, short press and release both buttons at the same time to lock and unlock the sound processor.

  3. Remove the battery from your sound processor.

    There's a step-by-step guide for how to do this on page 7 of the user guide.

  4. Reconnect the battery.

    Check that the sound processor is functioning normally.

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.