Having issues with your TV Streamer+? Usually there's a simple fix! This guide will help you pinpoint and solve the issue so you're back to hearing your best as soon as possible.

🔇 No Sound or no streaming
If you're not hearing the TV Streamer+ signal in your hearing aids (and have already completed a thorough cleaning of your hearing aids), try the steps below:
 

1. Check that the TV Streamer+ is getting power

• Make sure the TV Streamer+ is plugged into a working power source. Options include a USB port on your TV or a wall outlet.
• Look for a solid white light on the front to confirm the TV Streamer+ is getting power. If there's no light, try a different power source.
   

     2. Check the cable connections

• Make sure all cables are securely connected.
• Analog (red & white cables) will match the colors on your TV's “Audio Out” ports. White = Left (L) and Red = Right (R).
• For the optical cable (or sometimes called the digital cable), remove the protective caps from both ends. One end goes into the TV's “Digital Audio Out”, and the other goes into the optical port for the TV Streamer+.
   

     3. Confirm the hearing aids are paired to the TV Streamer+

• Restart your hearing aids either by placing them in the charging case and taking them out or by using the push buttons to restart manually.
• Place hearing aids within 2 inches (5 cm) of the TV Streamer+.
• Press and hold the pairing button on the TV Streamer+. The light on the TV Streamer+ will flash during pairing.
• Pairing is complete when the light stops flashing.

   4. Check your TV's audio settings

• Open your TV’s audio settings menu either with your TV remote or the physical buttons on the TV.
• Make sure the correct output is selected based on the cables you chose to use. “Optical Out” for the optical cable or “Audio Out” for the analog cable.
• If using a headphone jack plugged directly into the TV, make sure the TV volume is turned up to your comfortable level.

   5. Make sure you're within range

• Stay within about 22 feet of the TV Streamer+ as that's the range of transmission.
• If you've previously been out of range and are stepping back in, press and hold your hearing aid button for about 3 seconds to reconnect to the TV Streamer+.

🔊 Poor sound quality

If you are hearing the TV Streamer+ signal in your hearing aids, but the sound quality isn't clear and consistent, try these steps. Again, always complete a thorough cleaning of your hearing aids first!
 

1. For unclear or intermittent sound

• Ensure all cables are fully plugged in and not loose.
• Adjust the volume of the signal either by using the + / – buttons on the TV Streamer+ or adjust the volume in the Jabra Enhance Select app.

     2. For audio delay issues (if the sound doesn't line up with the audio)

• Adjust the audio delay using the “Delay Mode” on the TV Streamer+.
• Press the pairing/delay button on the TV Streamer+.
• Use the + / – buttons to increase or decrease the delay until it matches with the TV audio.
• Exit delay mode by pressing and holding the delay button on the TV Streamer+ for 3 seconds, or you can unplug the TV Streamer+, plug it back in, and reconnect to the hearing aids.

🔗 Pairing issues
If your hearing aids are having trouble pairing to the TV Streamer+, follow these steps:

1. Reduce interference

• Move any other hearing aids at least 3 feet away from the TV Streamer+.

     2. Check the distance

• Keep the hearing aids you're trying to pair within 2 inches of the TV Streamer+ during pairing.

     3. Restart the hearing aids and the TV Streamer+

• Unplug the TV Streamer+, wait a few seconds, then plug it back in.
• Restart your hearing aids either using the charging case or the push buttons.
• Try pairing again.

🔌 Issues with soundbars or external speakers
Keep in mind that some TVs cannot send audio to multiple devices at the same time. Read on for what to do in this situation.

1. If your TV is connected to a soundbar, external speakers, or an audio system

• You may need an audio splitter so that your TV can send audio to multiple devices at the same time.
• Powered optical splitters are what we recommend as they provide a better sound signal. 
• For an optical to optical splitter, we recommend one like this.
• For an optical to analog splitter, we recommend one like this.

     2. If your TV is connected to a receiver or amplifier

• Unfortunately, some receivers do not pass audio to the TV, and this prevents the TV Streamer+ from getting sound.
• Check this: Do your TV speakers produce sound? If not, the TV may not be getting any audio.
• Possible solutions: Look for these outputs on your receiver: Audio Out, Line Out, or Zone 2. You may need to enable these settings on the receiver. If you're unsure, we recommend contacting an audio technician for assistance.

Looked into the steps above and still need some help? Contact our Customer Support Team - we'll be happy to assist!