My sound processor won't turn on.

Follow these steps to troubleshoot your sound processor.

1. Charge the sound processor

   Before using the sound processor or charger for the first time, fully charge them for the recommended 3 hours.

   Ensure the sound processor is seated 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 that the sound processor indicator light comes on and that the charger vibrates when inserted.

   Check if the sound processor turns on automatically

   • Remove the sound processor from the charger.
   • If the indicator light turns on, the sound processor has powered on automatically.
   • If the indicator light does not turn on, place the sound processor back in the charger, then remove it again.

   Turn on manually

   • Press and hold the button on the sound processor for 5 seconds.
   • If the indicator light turns on, the sound processor has powered on.

   If the sound processor still does not turn on, continue to the next step.

2. Verify the charger has power

   Check the charger battery status

   • Disconnect the charger from the USB cable.
   • Look at the indicator light on the back of the charging case.

   Indicator Light	Meaning
   Steady green	Charger battery is fully charged
   Pulsating green	Charger battery has power but is not fully charged
   Five rapid green flashes	Charger battery is low and needs charging
   Pulsing or steady orange	Charger is outside normal operating temperature range
   No light	Charger battery does not have power.

   If an orange light appears:

   • Move the charger to a location with a normal ambient temperature.
   • Once the charger returns to its normal operating temperature, it should function normally.

3. Charge the charger

   If the charger battery is low:

   • Connect the USB-A cable to the USB-A power adapter.
   • Plug the power adapter into a power outlet.
   • Connect the USB-C cable to the USB-C port on the charger.
   • Confirm that the indicator light turns on.

   Inspect for damage

   If the charger still does not work, inspect the following components for visible damage:

   • Charging case
   • Charging cable
   • Power adapter

   If any component is damaged, use the information below to contact our Customer Support team for assistance.

4. Check for long-term battery storage

   If the charger has not been charged for 3 months or longer, or 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 you are 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.

5. For bilateral recipients

   If you are bilaterally implanted, verify that you are wearing the correct sound processor on the appropriate side. If necessary, complete the above instructions for both sound processors.

6. Additional resources

   For more detailed information, click the link to find the Osia 3 Sound Processor and Charger User Manuals.

   • Sound processor user manual
   • Charger user manual

   If you still cannot turn your sound processor on after completing these steps, see below to contact Customer Support for assistance.