CORE 500™ Sound Troubleshooting

If your CORE 500™ isn't sounding the way it should, these steps resolve most issues in a few minutes. Work through them in order and stop when the problem clears.

Before you start

• Unplug the device. The CORE 500™ can't be used while charging, so make sure it's charged first.
• Update the Eko App to the latest version, and install any firmware update the app offers when your device connects.
• If you have both the Eko App and the Eko Vet+ app installed, keep only one open at a time.

The sound is too quiet

1. Press the volume-up button on the side of the device. Hold it to raise the volume faster.
2. Re-seat the earpiece: line up the mark on the plug with the mark on the socket, push in, and twist a quarter turn until it locks.
3. Make sure both silicone ear tips are pushed all the way onto the earpiece.
4. Try the Wideband filter. The Cardiac and Pulmonary filters reduce sounds outside their range by design.
5. If you're listening through headphones instead of the earpiece, raise your phone's volume and make sure your device is paired with the Eko App.
6. Restart the device: hold the top button for about 10 seconds until the screen turns off, then press it again to turn on.

I hear static, crackling, or the sound cuts out

First, notice where you hear it. If the static is only in the Eko App, headphones, or recordings — and the earpiece sounds fine — it may be a Bluetooth issue. See Connect an Eko Device with the Eko App. If you hear it in the earpiece itself, continue below.

1. Charge the device fully, then unplug it.
2. Press firmly on bare skin and hold the device still.
3. Re-seat the earpiece and ear tips.
4. Switch to the Wideband filter and compare to the other filter options.
5. Wipe the diaphragm and electrodes with a 70% isopropyl alcohol wipe.
6. Restart the device: hold the top button for about 10 seconds until the screen turns off, then press it again to turn on.
7. Close the Eko App completely and listen through the earpiece only. If the static is gone, the issue is the Bluetooth connection.

I don't hear anything, or I can't hear from one side of the earpiece

1. Unplug the device, wake it by pressing the top button, and hold the volume-up button.
2. Remove the earpiece, check the plug for debris, then re-seat and lock it.
3. If only one side is silent, contact us.
4. Place the device on your skin and watch the screen. If the waveform moves but you hear nothing, or if there's no waveform, contact us.
5. Restart the device: hold the top button for about 10 seconds until the screen turns off, then press it again to turn on.

I hear too much background noise

1. Press firmly on skin and hold the device still.
2. Push the ear tips fully into your ears — a snug fit blocks most room noise.
3. Use the Cardiac or Pulmonary filter for the exam you're doing if Wideband isn't giving you a clear sound.
4. With the device connected, open the Eko App and go to Menu → Eko device settings. Make sure active noise cancellation is on.