Support FAQs

Before requesting support, please refer to these FAQs for a number of resources that may help resolve the issue. Once you have determined that it will need to be sent in for repair, fill out the Support/Warranty Form. Once the request is submitted, our Support Team will create a replacement order and contact you by email with further instructions on returning your equipment for repair. Replacement requests are processed within one business day. Note: Equipment is only eligible for replacement if it is under warranty.

An incident number is the number used to track the process of your repair or replacement. Keeping it handy will help you get updates and information more quickly.

When you fill out the Warranty Request Form, we will let you know if your product is under warranty.

There are a few, but the most common are the teacher pendant microphones worn on a lanyard around the neck. Models with an * are no longer supported and will need to be replaced with a newer model.

• * WMT – All black, round on bottom, square on top. Some people call it the “puck” mic.
• *AERC-07 – Blue and black teardrop shaped.
• AEH-07—Silver Handheld Microphone with a blue collar and black head
• MTD-09 – Silver and black Teardrop Microphone
• MHH-09—Silver Handheld Microphone with a black head
• STD-14—Fully black, oval shaped Teacher Microphone
• SHH-14—Fully black Handheld Microphone

First, try a new, known working battery. Second, try using a known working charger. If neither of those solve the problem, check the model of your microphone and go to the appropriate section below:

MTD-09: When you are charging your microphone, does the charge light flash or stay solid? One of the most common mistakes people make is forcing the charger in upside down. When that happens, the circuit board breaks and needs to be repaired. The charge jack can also come loose and may need to be re-soldered. If you have determined that the battery and charger are not the problem, please call or email to get an RMA.

STD/SHH: First and foremost, make sure it is paired. If you have tried a different batter and charger, and have made sure it is not a pairing issue, fill out the Warranty Request Form.

First, let’s clarify exactly what you are hearing. For this reference, feedback is when the mic talks to the speaker which goes back to the mic in a circle, in other words a feedback loop. The noise that comes from that is a constant high-pitched squealing. Buzzing/Humming refers to a constant low that doesn’t necessarily react to the microphone being on/off or being used. Bursts of sound are not constant, it happens when you stand in a particular spot or it even happens randomly. To troubleshoot any of these issues, try switching the microphone to another room that hasn’t had feedback. If the problem follows the microphone to the new room, you know that the microphone has an issue. If it stays in the room, you know the issue is in the room. If you have the ability, try switching the dome sensor (the black dome on the ceiling) with another room and see if that changes anything.

Feedback can be caused by a few things. One of the most common issues is that the volume is too loud. Try adjusting the volume on your microphone (more detailed instructions are given below). It is also common to get feedback when standing directly under a speaker. Another issue could be a faulty microphone. To troubleshoot, try switching the microphone to another room that hasn’t had feedback. If the problem follows the microphone to the new room, you know that the microphone has an issue. If it stays in the room, you know the issue is in the room. If you have the ability, try switching the dome sensor (the black dome on the ceiling) with another room and see if that does anything.  Once you figure out exactly what piece of equipment is having issues, please call or email for a Warranty Request or to discuss more troubleshooting options.

Buzzing/humming can also be a few things. First, make sure you don’t have any loose 3.5 cables that are plugged into the amp, but not plugged into anything else. Next, make sure to use shielded 3.5mm cables as unshielded cables frequently cause humming. To rule out a ground-loop, remove all 3.5mm/RCA inputs from the system; if the buzzing goes away, you probably have a ground-loop issue. This might be fixed using different inputs, but the most surefire way to fix this is with a ground-loop isolator, which is fairly inexpensive. Another thing to check is that the speaker wire is not too close to any fluorescent lights. Check the connection of the cable to the dome sensor (the black dome on the ceiling) and amplifier. When the dome is not connected there will be a constant humming/buzzing noise. If the installation is new, check that the cable that connects the dome isn’t bad. To troubleshoot, try switching the microphone to another room that hasn’t had humming. If the problem follows the microphone to the new room, you know that the microphone has an issue. If it stays in the room, you know the issue is in the room. If you have the ability, try switching the dome sensor with another room and see if that does anything.  Once you figure out exactly what piece of equipment is having issues, please call or email to get an RMA or to discuss more troubleshooting options.

Dropout can happen randomly or in certain spots. If the bursts are happening in certain spots, it could be that you don’t have enough coverage. You may want to look into getting another dome senor if you have a larger than average or strangely shaped room. Another thing that can affect the IR signal are windows. Windows can affect the IR signal in random places as well, if you have open windows, cover them for the best performance. Dropout is when IR isn’t getting constant connection, watch the IR light on the amp or dome sensor while speaking into the microphone. If it is flashing that means the connection is poor.  To troubleshoot, try switching the microphone to another room that hasn’t had dropout. If the problem follows the microphone to the new room, you know that the microphone has an issue. If it stays in the room, you know the issue is in the room. If you have the ability, try switching the dome sensor or amplifier with another room and see if that does anything.  Once you figure out exactly what piece of equipment is having issues, please call or email to get an RMA or to discuss more troubleshooting options.

Microphone volume can be changed directly from the Teacher Microphone. Use the “Select” button to choose which microphone you want to adjust: “Own” will control the Teacher Microphone, “Other” will control the Handheld Microphone. Once you have selected the appropriate microphone, adjust the microphone with the up and down arrow buttons.