I can't hear any sound or the sound is intermittent.

Follow these steps to troubleshoot your sound processor.

1. Make sure the Sound Processor is turned on

   • Press and hold the button for 5 seconds to turn on the sound processor.
   • If the sound processor does not turn on, see "My Sound Processor won't turn on".

   If the issue persists, continue to the next step.

2. Try a different program.

   If your clinician has enabled audio and visual indicators, these will help identify which program is selected:

   • Program 1: 1 beep, 1 orange flash
   • Program 2: 2 beeps, 2 orange flashes
   • Program 3: 3 beeps, 3 orange flashes
   • Program 4: 4 beeps, 4 orange flashes
   Note: You will only hear the audio signal while wearing the sound processor. Watch a short video about changing programs on your Osia® 3 Sound Processor (link coming soon).

   If the issue persists, continue to the next step.

3. Ensure the battery is charged.

   Place the sound processor in the charger and ensure:

   • The sound processor is positioned with the cover facing up and the button towards the back of the charger.
   • Any Safety Line, SoftWear™ pad, or stickers do not interfere with the charging ports.
   • The sound processor indicator light comes on and the charger vibrates when the sound processor is in place.
   • The charger lid is closed gently.
   • Allow the sound processor to fully charge for the recommended 3 hours before testing again.

   If the issue persists, continue to the next step.

4. Ensure you are wearing the Sound Processor correctly

   • Place the sound processor on your implant with the button and indicator light facing upward.
   • Ensure the sound processor is securely connected to the implant. Proper positioning is important for optimal performance.

   If the issue persists, continue to the next step.

5. For bilateral recipients

   If you are bilaterally implanted, verify that you are wearing the correct sound processor on the appropriate side.

   Note: Your hearing health professional can help identify the left and right sound processors using colored stickers (red for right, blue for left).

   If the issue persists, continue to the next step.

6. Check for long-term battery storage

   If the charger has not been charged for 6 months or longer, the battery may have deteriorated. If this is the case, we're here to help you identify the best next steps.

   If your sound processor is under warranty:

   • Please use our online form and we'll organize a repair or replacement.
   • If you're unsure of your warranty status, sign in to your Cochlear account or see below to contact our Customer Support team.

7. Additional resources

   For more detailed information, download the:

   • Sound processor user manual
   • Charger user manual

   If you still cannot hear any sound, or if the sound remains intermittent after completing these steps, see below to contact Customer Support for assistance.