Support FAQ

Frequently Asked Questions
 

When installing .NET, my computer seems to stall or hook up and it seems that the installation is not finishing. What is wrong?

When installing .NET for the first time, the installing can take a very long time depending on your computer system setup. This is, unfortunately, quite normal. It is recommended NOT to turn off the computer or interrupt the installation in any way, as this may result in computer problems later on. Even though the installation seems to not be working, it is working “in the background” and should not be interrupted.

Secondly it should be noted that the installation of .NET or the installation procedure or installation time is not connected to the installation of Primus software, but is a separate Windows component, which is needed for the installation and use of the Primus software.
 

Which .NET version is needed?

As a minimum you need to install the .NET version 3.5 and SP1 (service pack 1). You can find your current version of .NET in “Add or remove programs” In the “currently installed programs”. You should see the name: "Microsoft .NET Framework” mentioned and the version afterwards (you might need to scroll down in order to find your version).
 

Where can I download the .NET software?

The .NET software is already included in the Primus installation disc or in the Primus installation file, if you downloaded the Primus software from the Rear Ear website. Therefore, when installing the Primus software you will be asked if you want to install .NET as well (if it is not already installed on your computer).

You can however also download it directly from the Microsoft website by following this link: http://www.microsoft.com/net/Download.aspx
 

I cannot find any COM port or configurations settings in the Primus software after I have installed the software. How do I change these settings, so I can communicate with the Primus hardware?

There is no need to configure any comport settings when the Primus software has been installed. The needed COM port settings are automatically set when you connect the USB plug from the Primus hardware to your computers USB plug.
 

I have received the Primus hardware and installed the Primus software. Do I need to calibrate any of the headsets that I have received as well?

There is no need to calibrate the headset or any other transducer. The calibration data for each transducer is delivered with the headset. When the transducer is being connected to the Primus hardware, the calibration data will automatically be read by the hardware and software, meaning no calibration needed.
 

How do I perform an annual calibration of the transducers that I have connected to my Primus system. Do I need to call for technical assistance or how do I proceed from here?

There is no need to calibrate the headset or any other transducer. As a part of your rental agreement, you will receive new and calibrated transducers by mail when the calibration period is near the expiring date. These new transducers are ready to plug into your Primus hardware and the in-plug calibration memory chip will automatically transfer the calibration data to you Primus hardware and software, meaning no calibration needed.
 

I need to connect a USB hub with multiple USB ports to my computer, but I am not sure if the USB hub should be powered with an external power supply in order to work when it is connected to the Primus hardware?

We would recommend you to use an externally powered USB hub. Alternatively, you can use a USB hub without external power supply, but then it is recommended to use the dedicated power supply for the Primus hardware.

You can however use the Primus hardware without any USB hub power supply or without the dedicated power supply for the Primus hardware, but in this case you will not be able to obtain sound pressure levels higher than 90 dB, due to the limited power distribution that the USB can delivery. We therefore recommend that you use a powered USB hub or the dedicated Primus power supply.
 

 The Primus hardware unit seems very small and portable, but is it advisable to use it as a portable unit and what about power to the unit?

Indeed the Primus hardware can be used as a portable unit. The unit was designed with this in mind. Regarding the power of the Primus unit, please see the related topic above.
 

I can see that the Primus hardware is equipped with the bigger DIN type plugs instead of the smaller MINIDIN plugs. How come?

It is correct that the Primus hardware unit is equipped with the bigger DIN type plugs. The reason is based on the fact that the smaller MINIDIN plugs have a higher rate of bad and intermittent connections and the pins are easier to damage or bend if they are inserted incorrectly into a MINIDIN female socket. In order to avoid these scenarios, and in order to obtain a high quality regarding plug and connection stability, it has been decided to use the bigger DIN connectors.
 

Which office management systems are compatible with the Primus software?

We highly recommend you to use NOAH or other HIMSA certified OMS as the Primus software has been thoroughly tested with these systems. Other office management systems might be compatible with the Primus software, however these have not been tested as thoroughly,and they are not officially supported by the Primus software or Real Ear support. You can find a full list of NOAH certified modules on the HIMSA website: http://www.himsa.com/ 
 

By mistake I have inserted the air conducting headset into an incorrect socket (bone conductor socket) and now I am afraid that either the headset or the Primus hardware has been damaged.

Don’t worry. You will not damage anything if you by mistake connect the incorrect transducer or headset to an incorrect socket. All that happens is that the Primus software will give you a warning on the computer monitor showing that an incorrect headset or transducer has been mounted to an incorrect socket, meaning that you are advised to remove it and place it in the correct socket. After removing the headset or the transducer to the correct socket you should be able to work with you Primus system without any further problems.