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Troubleshooting

tip

Upgrading to the latest firmware version is strongly recommended!

Hear Back PRO Hub​

note

Some problems require you to refer to the A-B-C-D error code LEDs below the HBUS ports on back of Hub.

No Audio Output​

  • Verify the Hub is powered on (Hear logo should be illuminated on front of Hub).
  • Check input connections.
  • Make sure input selector switch is in the proper position for your audio source – HBUS, input A (slots 1 & 2), or input B (slots 3 & 4).
  • Verify the status-indicating logo on both the Hub and Mixer are both BLUE.
  • If Mixers have no logo lit:
    • Turn off the Hub power for 5 seconds, then switch on again.
  • Check your headphones, wireless transmitters/receivers, monitor amplifiers, etc., to verify they are functioning properly.
  • If a digital input card is installed, verify it has a valid clock.

Hub Logo is blinking RED​

Refer to the A-B-C-D error code LEDs below the HBUS ports on the back of Hub:

  • This is typically an overheating problem – if so, error code LEDs A, B, & C will be lit.
    • Allow adequate ventilation for Hub as specified in owner's manual.
  • If any other combination of error code LEDs are lit, please contact customer service.

Hub Logo is solid RED​

Refer to the A-B-C-D error code LEDs below the HBUS ports on the back of Hub:

  • If no error code LED is lit:
    • No clock is present.
    • If using an Analog Input card:
      • Verify the input selector switch is in the correct position.
      • Verify an Analog Input card is present in either slot 1 (for input A) or slot 3 (for input B).
    • If using Dante or Waves Digital Input cards:
      • The logo should be BLUE even with no input source connected.
      • Verify the input selector switch is in the correct position.
      • Verify the Digital Input card is present in either slot 1 (for input A) or slot 3 (for input B).
    • If using AES or ADAT Digital Input cards:
      • The logo will be RED if no clock source is detected.
      • Verify the digital source is functioning correctly – powered on and sending clock.
      • Verify the input selector switch is in the correct position.
      • Verify the Digital Input card is present in either slot 1 (for input A) or slot 3 (for input B).
    • Check config.txt file to confirm clock source is set "Internal" for inputs A and B, unless you are using a Word Clock Card then clock should be set to "External".
    • If the problem still persists, please call technical support department.
  • If error code LED A, B, or A & B are lit:
    • An internal problem is present. Please call customer service.
  • If error code LED C is lit:
    • No firmware file can be found on the internal SD card. Connect the Hub to a computer via USB. The Hub will appear on the computer as a mass storage device named HBPRO. Download the latest firmware file from our website, and simply drag and drop the file onto the HBPRO, then reboot the Hub.
  • If error code LED D is lit – alone or in combination with any other error LEDs:
    • An internal power problem has occurred. Please call customer service.
  • If error codes LED A, B, C, & D are constantly flashing every few seconds:
    • Remove the SD memory card from the bottom of the Main Card. Insert the memory card into an SD card reader, format as FAT16, and install the latest Hub firmware version.

Hub Logo is PURPLE​

  • Verify that there are not two 16 or 2 32 channel (FW V6) input cards on the same input (e.g. slot 1 & slot 2).
    • The Hear Back PRO Hub cannot have more than one 16 or 32-channel (FW V6) input card in adjacent slots.
  • If using an off-the-shelf network switch, it might utilize a function known as EEE (Energy Efficient Ethernet).
    • Attempt to bypass the network switch, making a home run from Hub to Mixer, to verify this is the problem – if so, try another network switch.

Hub Logo is OFF​

  • Verify power switch is on.
  • Verify the Hub is receiving power by checking for a yellow LED beneath the power port on the back of the Hub. This LED should be lit when the power supply is connected, even with the Hub powered off.
  • If the yellow LED is not lit:
    • Verify the external power supply is the unit provided by Hear Technologies.
    • Replace external supply with known good unit.

Sampling Rate LED is blinking​

note

This only applies to FW V5 or later.

  • Hub is not set to the same sampling rate as the other Hubs in the system. It can also indicate that there are too many Hubs connected:
    • Maximum of 4 input Hubs for 44.1 kHz, 48 kHz, 88.2 kHz, and 96 kHz
    • Maximum of 3 input Hubs for 176.4 kHz and 192 kHz
    • All other Hubs must be output only and set to "HBUS" input

Fan does not operate​

  • The fan only runs when power supply temperature reaches 43° C or 110° F.
  • If power supply temperature is over 43° C or 110° F, overheating can cause audio dropout:
    • Please contact technical support department.

Hub is not powering Mixers​

  • If Mixers connected to Network Cards in Hub slot 1 or 2 are not powering on:
    • Connect 2 power supplies to the Hub and ensure the "DUAL" indicator above the power switch is lit.

Hear Back PRO Mixer​

tip

Turn system off when not in use

  • This provides optimal care to the OLED screens.
    • The capacitors will thank you!
    • Burn-in is possible on any display technology.

Mixer loses power​

  • Low-quality or hand-made Ethernet cable is causing problems:
    • Replace the Ethernet cable with a high-quality CAT6 Ethernet cable.
  • If Mixers connected to Network Cards in Hub slot 1 or 2 are not powering on:
    • Connect 2 power supplies to the Hub and ensure the "DUAL" indicator above the power switch is lit.
  • If all Mixers loose power:
    • Turn off the Hub power for 5 seconds, then switch on again.

Mixer logo is solid RED​

  • No audio data is being received.

    • If an off-the-shelf gigabit switch is being used, the Mixer may not be seeing the Hub clock.
      • Attempt to bypass the network switch, making a home run from Hub to Mixer, to verify this is the problem – if so, try using a PRO Mixer Distro or PRO Network Card instead.
    • Check the orange and green LEDs on the Ethernet port of the Mixer and ensure that you see a solid lit orange LED and a blinking green LED. The lit orange LED indicates that a gigabit Ethernet link is established and the blinking green LED indicates data is being received.
      • If the orange LED is not lit or it lights intermittently, there is a problem with the cabling between the Mixer and the Hub. To verify this, use a known, high-quality, short Ethernet cable to plug the Mixer directly into the Hub. If the problem still occurs, contact our technical support department.
      • If the Mixer works with the short piece of known good Ethernet cable, investigate the cable between the Hub and the Mixer location.
      • CAT6 cables, used for HBUS or going to PRO Mixers, can be run 100 meters (328 feet) with no problems.
    note

    Due to advanced internal termination techniques, cables used with the PRO series can be run up to 500 feet in ideal conditions (one piece of solid conductor CAT6 with no breaks or couplings). Utilizing proper punch-down and the correct RJ-45 connectors is key. The more breaks/connections/couplings in a cable run, the more limited this distance will be. Poor quality cabling will also limit the maximum distance.

    • Running CAT6 cables alongside AC cables, florescent light fixtures, or computer network wiring will also limit the maximum distance. It is always preferred to run the Hear Back PRO CAT6 cabling by itself, away from other cabling.
    • ALL cabling should be electrically tested before use. Contact an expert network professional for assistance with wiring installation.
    • Verify the Mixer firmware version is compatible with the Hub.
      • Example, the Hub is running V5 firmware, and a newly connected Mixer is running V2. The Mixer logo will be RED; no audio can pass. Either update the Mixer to V5 or swap with another V5 Mixer.

Mixer logo is PURPLE​

  • If a Mixer cable is connected to two different network ports, a network loop will cause bad audio.
    • Unplug all cables except one Mixer to discover the loop and reconnect correctly.
  • Verify Hear Back network is not accidentally connected to a data network. Do not share the Hear Back PRO network with any other devices.
  • Verify all off-the-shelf switches used are indeed rated for gigabit speeds.
  • If using an off-the-shelf network switch, it might utilize a function known as EEE (Energy Efficient Ethernet).
  • Attempt to bypass the network switch, making a home run from Hub to Mixer, to verify this is the problem. If so, try using a PRO Mixer Distro or PRO Network Card instead.

Mixer logo flashes RED​

  • Internal headphone circuit is overheating.
    • Check to verify headphone load is stereo (not mono).
    • Verify 1/4 inch and/or 1/8 inch plug is tip-ring-sleeve (TRS), not tip-sleeve (TS).
    • Look for shorted cables.
    • Verify total load is not below 8 ohms per channel.
    • Unplug PRO Mixer and allow to cool down for 10 minutes.

When I connect a line level device to the Mixer line outputs, I hear a buzz.​

  • Wire TRS outputs using only black (ring -) and red (tip +) wires.
  • Disconnect shield at the Mixer and terminate at receiving end only.
  • For unbalanced outputs, wire the ring (- black) to the receiving end sleeve and tie the shield at the receiving end only. Connect the tip (+ red) to the tip at the receiving end.
  • Verify the source (mixer, DAW, etc.) has these outputs panned hard left and right.
    • The pan control of the source determines the stereo spread.

No intercom audio​

  • If intercom audio can be heard on the transmitting Mixer, but not other Mixers, either:
    • Mixer Firmware is incompatible. Firmware less than 1.7 is not compatible with firmware equal to or greater than 1.7.
    • Intercom has been disabled (see "INTERCOM OPERATION").

Further Assistance​

If you need further assistance, feel free to contact Hear Technologies technical support by phone at +1-256-922-1200 or visit our website at www.HearTechnologies.com.