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  • Troubleshooting guide for models Digital and Comfort

    Troubleshooting guide - models Labex Digital and Labex Comfort electrolarynges

    Troubleshooting guide for models Digital and Comfort - here, on this page, you can find some of the issues you might be experiencing with your electrolarynx device and their possible solutions.

     

    Swipe left and right on mobile for answers.

    Issue:Possible solution:
    The device does not emit sound and no LED light indications
    1. If the device does not output sound - first check the ON/OFF slide switch on the bottom of the device to be switched to position “ON”. To make the device produce sound just put your thumb on the front Touch Slider. If there is no sound output, try to place the electrolarynx on your neck to test the top cap’s Touch-To-Start function. If you are unable to get the device to produce sound from the Touch Slider or from the Top Cap, check the following:
    2. Fully discharged battery: It is possible that the built-in battery in the device is deeply discharged. If it is deeply discharged, you will not see any LED indication or sound output from your device. Please let the device charge for at least 15 minutes. While normal charging, you should see both lights on - one red and one green indicator on the bottom of the device. After 15 minutes of charging, disconnect the charger and try again to start the device.
    3.  If the device does not start even after 15 minutes of charging, try to charge it for another 15 minutes with a different USB charger and a MicroUSB cable. This is necessary to check if your Labex USB charger or USB cable is defective and the device cannot be charged.
    4.  If the device does not start even after the second attempt, try to charge it with a different USB charger and a MicroUSB cable. It may be a technical defect in the device. Contact the support - see the bottom row of this table for details.
    The device does not emit sound and no LED light indications
    1. Discharged battery: When the battery reaches a level below 5%, for protection of the battery, the device will not produce sound. If you turn ON the device, you will see only a flashing red light indication. You should charge the device.
    2. Try to increase the Volume of the device. Try to change the Pitch up or down. Refer to the User Manual if you do not know how to change these settings.
    3. Something may be wrong with the settings. Try to reset the device to the factory default settings. Follow the instructions in the User Manual.
    4. It may be an unknown issue or a technical defect in the device. Contact the support - see the bottom row of this table for details.
    The device sounds muffled
    1. Volume level set to minimum - try to increase the Volume of the device. Follow the User Manual for instructions on how to change the Volume.
    2. The battery may be low with a charge level below 20%. It is normal that the volume decreases with the battery level. Check the battery level and fully charge the device if needed. Follow the User Manual for instructions on how to check the battery level.
    3. Something may be wrong with the settings. Try to reset the device to the factory default settings. Follow the instructions in the User Manual.
    4. It may be an unknown issue or a technical defect in the device. Contact the support - see the bottom row of this table for details.
    If the sound is “not clear” or you hear “too much buzzing”
    1. Make sure you have found your “sweet spot”. It has a huge impact on the sound quality. Try a few different locations. Read our online article “Tips For Using Electrolarynx”. You can also ask your therapist for assistance.
    2. If you use the device on your neck, be sure to place the device tightly without air between the top cap and the skin.
    3. Try to reduce the Volume. Some people do not need too much volume to talk clearly
    4. Something may be wrong with the settings. Try to reset the device to the factory default settings. Follow the instructions in the User Manual of the device.
    5. It may be an unknown issue or a technical defect in the device.
    6. Contact the support - see the bottom row of this table for details.
    Contact the support - If you tried the solutions described above and the issue has not been solved

    If the issue has not been solved by the suggested solutions, you may need additional instructions or there may be a defect in the device:

    a) If you purchased the device from a local distributor, then contact the distributor. They have Labex approved procedures for how to help you or accept the device for diagnostics and repair.

    b) If you purchased the device online directly from Labex, contact Labex support team for remote help. It will be great if you can record a short video showing the issue. You can send the video to us and describe the issue via our contact form on the Contact Page. We will give you instructions on how to solve the issue or we will handle your request for repair.

     

    Please consider joining our Labex Support Center for Laryngectomee FB group:.

    https://www.facebook.com/groups/labexsupportforlaryngectomee