Support FAQs

How do I get my equipment repaired?

Before requesting support, please refer to the Audio Enhancement, Inc. Resources page and 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 RMA Request form. Once the request is submitted, our Service Center team will create an RMA and contact you by email with further instructions on returning your equipment for repair. RMA requests are processed within one business day.

What is an RMA number?

RMA stands for Return Merchandise Authorization. It is the way we track your merchandise through the repair process.  If you lose it, that is fine, we can look it up. However, if you do keep it handy, getting updates and information will be much quicker.

How do I check the warranty?

Please get the serial number of the equipment. Microphone serial numbers are on the back side by the battery. Teardrop microphone systems start with two letters and then four numbers (JK1234). The WMT microphone systems are numbers only with a dash (12345-124). Once you find the serial number or can’t find the serial number, please call and we can help you get the warranty.

What is the model of my microphone?

There are a few, but the most common are the teacher pendant microphones worn on a lanyard around the neck.

–          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

–          MTD-09 – Silver and Black teardrop microphone

–          MHH-09

What type of batteries can I use?

You can use any brand, it just has to be rechargeable (NiMH). Radio Shack brand is often too large for the MTD-09. You can use alkaline batteries BUT — if you attempt to charge your microphone with alkaline batteries in it, your microphone will be ruined.  This damage is not covered under warranty, so we strongly recommend only using rechargeable batteries.

My microphone won’t charge, what should I do?

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:

WMT: The most common issue when it isn’t charging is that the charging port has been broken and fallen into the mic. If that is the case, it will need to be repaired.  If the battery and charger are not the problem, please call or email to get an RMA. (Note: We will only have parts to repair this model of microphone until July 2014.)

AERC-07: When you are charging your microphone, does the charge light flash rapidly or slowly? If it is charging rapidly, that means something is wrong. If you have determined that the battery and charger are not the problem, please call or email to get an RMA.

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.

I keep getting feedback/buzzing/squelching/humming/dropout, what is wrong?

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, happens when you stand in a particular spot or even it goes 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 does anything.

Feedback can be caused by a few things. One of the most common issues is that the volume is too loud. Make sure your amplifier volume knobs are pointed to the suggested spots. The gain can also be a little off. Directions for changing that are in the next section. Another issue could be with the 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 to get an RMA or to discuss more troubleshooting options.

Buzzing/humming can also be a few things. Make sure you don’t have any loose 3.5 cables that are plugged into the amp, but not plugged into anything else. The 3.5 cable can make a “grounding” noise that is constant and humming. 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.

Adjusting the Gain

Gain is a measurement of decibels. It is used to measure how much the microphone can be amplified before causing feedback.

WMT – Take off the battery door and on the right hand side of the battery there will be a small hole. , with the audio system turned on, use a small jewelry-sized Phillips screwdriver and move the plastic piece left (makes it quieter) or right (makes it louder) just a bit and then talk into the mic. Keep doing this until you find a desired result. If that doesn’t do anything, go back to the last question and keep troubleshooting.

Why aren’t you repairing the WMT after July 2014?

Unfortunately, that microphone is one of our older models and many of the parts are becoming/ have become obsolete. We do have plenty of options for upgrading if you have issues after July 2014.

My Promethean board is having issues, can you help?

We may be able to help, please email or call to get suggestions. However, if we aren’t able to help we will get you contact information for Promethean support. They prefer to speak directly to the customer while you are in the room to troubleshoot on the spot. You will want to gather the serial number and model number of the board and any other items that are having issues. One of the first things we will tell you to do is to make sure your software is up to date. You can check that on Promethean’s website.

My Mitsubishi Projector is having issues, can you help?

We are able to be the middleman for only one issue. The issue we can help with is white spots on the screen due to the projector. In that case, please get the serial number, model number, address and email it to one of our representatives. We will contact Mitsubishi and they will email with instructions. If it is another issue, Mitsubishi prefers to speak to the customer directly at 888-307-0309.