Troubleshooting
Audiometry measurement has limited range on graph in Primus software
After transducer changing it might happen that a limitation of the measurement range is present on graph in Primus software. The described issue relates to misbehavior of older Primus software versions and new transducer plugs. Primus software ...
Playing High Frequency (HF) sounds in Primus software
To play HF sounds in Primus software transducer itself should support HF range higher than 8KHz. List of HF transducers is described on the page 61 of the Instruction for Use (available in Help tab in Primus). HF transducer should be connected to Air ...
Second channel can be heard when stimulus Speech (echo issue)
Synopses: 1. Start Speech CD (headphones or free field) in stepped mode. When the 1st word stops, the whole list starts playing continuously. 2. Double words (echo) when playing speech. 3. Noise can be heard in the same ear even if the opposite is ...
FF Calibration with REM Headset too low
1. Calibration of probes is valid 2. Perform FF calibration at 50 cm and then do Probe Tube Calibration at the same distance. 3. Try FF calibration first with the left probe and then the right side. Check if any difference 4. Ensure the room is ...
Primus does not recognize transducer - "Sound Booth Cable Connection" message
IMPORTANT Please note that some transducers will only work with a Fitting unit that run with firmware version equal: 3.2.0.0.0247 or higher and Primus version 4.0 Check firmware procedure: 1. Please start the Audiometer software with the Fitting Unit ...
Issue "Primus serial number is " when starting the Primus software
The issue happens after the Windows update changes the sound card driver. 2 possible scenarios: Scenario 1: The previous driver is avaiable. Please follow the steps from the screenshots below: - Open Device Manager (right-click on the Windows icon on ...
Error message "Save action failed. Problem may appear because of instable network connection"
Error "Save action failed. Problem may appear because of instable network connection. You may export current session data into a file and import modified actions later". The problem is related to Noah compatibility. New Primus includes the Fast Data ...
Error message "Not licensed Measurement Device"
Having the above error in the lower left corner of your Primus software might mean that the hardware has been detected by the software, but the Primus device had been disabled in Sound Control Panel of Windows. Steps to resolve the problem: 1. Right ...
Message is displayed "Another instance of application is already running" when opening Primus
The message appears when Primus has been closed recently and the PC system didn't reflect that (due to low memory). To force quit Primus in such case, please open Task Manager and go to Details tab. Select Audiology.FittingSoftware.Standalone... and ...
Speech level is not compliant with a country-specific standard
Specify correct measurement standard Kindly refer to the country-specific standard that is used by the client. Change the Measurement Standard in Primus under Tools > Settings > Measurement Standard accordingly.
After upgrading to Primus version 3.0 and above pre-configured tests disappeared
Use Test Definitions to set up pre-configured tests When upgrading from older versions to Primus 3.0.0.0, your pre-configured tests get automatically converted into Test Definitions (the new label for the pre-configured tests) You can access your ...
Issues when using VM Ware or other virtual machines to run Primus with NOAH
Virtual machines are not compatible with Primus We cannot provide support, if Primus runs on virtual machines. Since software cannot be adequately tested, we cannot guarantee the correct performance of Primus Virtual machines usage with NOAH HIMSA ...
Speech from CD is not fully pronounced
Checklist: Check that the correct CD Scheme has been selected Try to re-add the CD Media files and calibrate it again Make sure the folder with the sound files is saved locally and is accessible by Primus
No sound from Speech CD
CD and Media Files Folders settings are used to add folders with external sound files to be used in the Speech Mapping and Speech Audiometry modules. Customers can use external sound files that are not provided by the system. Note: Special ...
No sound from Loudspeakers
1. Check the loudspeakers selection Ensure the correct loudspeakers are selected in Primus under Tools > Settings > General > Loudspeaker selection. 2. Check FF calibration Make sure the loudspeakers/ line out speakers are calibrated in Primus ...
Transducers/Loudspeakers cannot play with the full output
Checklist: Ensure that the power supply for Primus is plugged in In case high frequencies cannot be played, the cause can be Transducers/Loudspeaker limitations or issue with calibration. Please contact the calibration provider
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 ...
Primus Fitting Unit (PFU) is displayed as Not connected
The status bar in Primus when device is Not connected: Checklist: Reconnect a USB cable and power supply Try another USB port on the computer Try another USB cable If a connection is via hub/switch, connect directly to the computer Check that the ...