Hardware error displayed in Primus
1. Run hardware diagnostic test
Enable Hardware Diagnostic Test in Tools > Settings > General > Common
Start the test under Tools > Hardware Diagnostic Test
Select the device (Measurement or Hearing Instrument), all needed parameters, and press Start test
If the test result is OK, you see the status Passed. If the test fails, you see the status Please check
You must unplug all transducers to run the test, otherwise you will receive an error message
Primus Hardware Diagnostic Test won’t run if the unit is not shown as connected in the software
2. Do hardware reset
Disconnect all cords and transducers from the Primus board. Disconnect Power Supply
Find a small hole on the backside of the Primus board
Insert a pin and wait until it clicks lightly
Hold the pin for two seconds and then connect the Power Supply without removing the pin
Wait until Primus blinks
Remove the pin but not the Power Supply. Primus will reset
3. Send log files to Support
If none of the solutions works, locate the Primus log files under C:\ProgramData\Real Ear\Primus:
Hardware: HWCommands.log
Software: log-file.xml
Send the files to the Primus support team for further troubleshooting.
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