My sound processor turns off unexpectedly.

Follow these steps to troubleshoot your sound processor.

1. Restart the Sound Processort.

   • Press and hold the button for 15 seconds to restart the sound processor.
   • Confirm the sound processor powers on normally after restart and that you see the indicator light.

   If the sound processor continues to turn off unexpectedly, continue to the next step.

2. Charge the Sound Processor

   Ensure the sound processor is positioned correctly in the charger:

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

   If the sound processor continues to turn off unexpectedly, continue to the next step.

3. Check for long-term battery storage

   If the sound processor 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.

4. Additional resources

   For more detailed information, download the:

   • Sound Processor user manual
   • Charger user manual

   If your sound processor still turns off unexpectedly after completing these steps, see below to contact Customer Support for assistance.