Helpdesk

Tell us your request...

Welcome to the service page for hörbert products.
It was created to assist you in resolving your issue as efficiently as possible. Please select from the topics below and carefully read the answers. If the appropriate solution is not found, you will find additional contact options in the respective answers, and our service team will be happy to assist you.


Is your question not listed, or would you like to get in touch with us?
Simply use our contact form:

Contact Form

Please fill out the following information so that our team can get in touch with you.

Order Details

Please fill out this form for warranty claims and product returns (right of withdrawal).

Order number, e.g., #1234567890, invoice number, e.g., R2020010101234. You can find these numbers on the invoice or in the purchase confirmation emails from hoerbert.com.

Please fill out this field if you don't have a number from the previous field. The order date should at least be approximately correct for us to locate your order.

and find the right solutions

Please select your questions one by one, and the solution will appear here:

Where is my shipment?

With the shipping confirmation, you received a tracking link and the shipment number for your package.
Please check your spam folder if you can't find a completion email from info@hoerbert.com in your mailbox.

If you haven't received a tracking link and shipment number, it may be because your shipment was sent as merchandise mail, and tracking may not be available for this type of shipment. Merchandise mail can take up to approximately 10 days in transit.

If the tracking status of your shipment indicates that the package was successfully delivered but you haven't received it, please follow these steps:
  1. Check again thoroughly at all possible delivery locations.
  2. Ask your family and neighbors if anyone has accepted the package.
  3. If the package is still not found, please contact us through the contact form, providing your order or invoice number.
My package was damaged If your package shows visible damage to the shipping box upon arrival:
  • Please photograph the damaged area and the entire box, preferably BEFORE opening it.
  • Immediately check the contents for any damage.
    If the items inside are undamaged, you're good to go.
  • If you discover any damage to the merchandise, please take clear photos and send them to us promptly, no later than two days after receiving the items, using our contact form. Don't forget to provide your order and invoice numbers.
  • We will then provide you with further instructions.
  • Be sure to retain the damaged outer box and the merchandise as evidence, as these may need to be presented to your local post office when filing a transport damage claim.

Product Return (Withdrawal right)

Do you want to return the goods you purchased from us and exercise your right of withdrawal?

Please refer to our terms and conditions regarding the right of withdrawal

We are sorry to hear that our product apparently did not meet your expectations. If you would like to inform us of the reason for your withdrawal, we would greatly appreciate it. This feedback helps us improve our product and services. If you have any questions about handling the return, we can certainly clarify them when you contact our service team.

Of course, you are not obligated to provide a reason.

Before making a return, please be sure to contact our service team, preferably through the contact form, so that we can provide you with the return address, necessary instructions for secure packaging, and a reference number.

I did not receive an invoice and would like to request one

The invoice is usually sent as a PDF attachment along with the shipping confirmation email from info (at) hoerbert (dot) com.

Please also check your spam folder if you have not received the email.

If you need the invoice again, please send us a message through the contact form, providing your order number.

We will be happy to send you the invoice via email again.

There is an issue with my invoice

Please contact our service team with your concern and provide us with the relevant order and invoice numbers.

Can I still make changes to my order?

Our shipping team works very quickly, so it's essential to get in touch with us within a few minutes of placing your order.

Once the order has been forwarded to our logistics warehouse, we can no longer make any changes to it.

Please contact us immediately through the contact form, providing your order number, or give us a call. If all our representatives are currently busy, you may not be connected to our service team right away. In this case, your message will still reach us via email, and a service ticket will be automatically created.

We will do our best to accommodate your change requests, but unfortunately, we cannot guarantee this.

For urgent matters: Tel. +49 (0)7022 50642-0

Sonstiges

Bitte teile uns dein Anliegen über das Kontaktformular mit. Unser Serviceteam setzt sich anschließend gerne mit dir innerhalb ca. 2 Werktagen in Verbindung.

hörbert

You can find the instructions for hörbert and the hörbert software for loading the memory card here: User Manuals and Videos for hörbert


Quick Start Guide:

  1. Place hörbert with the front facing down on a soft surface and unscrew the rear panel counterclockwise using a coin.
  2. Gently pull down the rear panel.
  3. Insert a fresh pack of 4 x AA batteries or 4 x rechargeable AA batteries. Insert the included memory card into the SD card slot according to the illustration on the board, pushing it in until it clicks.
  4. Push the rear panel all the way up and hand-tighten it with the coin.
  5. To turn it on, press the volume control knob on top once - and enjoy your listening experience!

Additional Information:
Guide to Firmware Update for hörbert Blog Article on Firmware Update for hörbert 2021

hörbert 2011

You can find the instructions for the hörbert 2011 model with the toggle switch for turning it on and off, as well as the hörbert software for loading the memory card here: User Manuals and Videos for hörbert 2011


Quick Start Guide:

  1. Place hörbert with the front facing down on a soft surface and unscrew the rear panel counterclockwise using a coin.
  2. Gently pull down the rear panel.
  3. Insert a fresh pack of 4 x AA batteries or 4 x rechargeable AA batteries. Insert the included memory card into the SD card slot according to the illustration on the board, pushing it in until it clicks.
  4. Push the rear panel all the way up and hand-tighten it with the coin.
  5. Toggle the toggle switch forward - and enjoy your listening experience!

Additional Information: Your hörbert 2011 Model Inside and Out

Bluetooth Module for hörbert 2011

If your hörbert 2011 has a built-in Bluetooth module, you can find the instructions for it here:
Bluetooth Module Manual


Do you want to upgrade your hörbert 2011 with Bluetooth?
We no longer offer the separate Bluetooth module for hörbert 2011 since 2023, as the new hörbert already comes with integrated Bluetooth. Additionally, there are no more updates available for the Bluetooth module, and we can't guarantee proper functionality with newer Bluetooth devices.

If you'd like to use Bluetooth streaming with hörbert, we recommend upgrading to the new electronics. With the upgrade, your hörbert can do even more, such as recording any sources it plays via Bluetooth or internet radio.

You can place your upgrade order here: UPGRADE for hörbert 2011

Automatic Shutdown for hörbert 2011

If your hörbert 2011 has a built-in sleep timer, you can find the instructions for it here:
Automatic Shutdown Manual for hörbert 2011

If you have obtained the sleep timer as a spare part, you can find the installation instructions here: Installation Instructions for Automatic Shutdown for hörbert 2011

Barrier-free hörbert

You can find the instructions for the accessible hörbert here:
Accessible hörbert Manual

If you have further questions regarding your accessible hörbert, please contact our service team through the contact form.

Electronics Kit

You can find all the information and documents for download on our product page in the shop:
Electronics Kit Manuals

DIY Felt Bag Sewing Kit

Sewing Video Tutorial

You can find an illustrated guide on the inside of the sleeve.

hörbert is no longer playing

Please try the following solutions:

  1. Remove all batteries. The easiest way to do this is by threading a thin cord under each battery and lifting the cell out with it. Caution: hold the battery firmly when removing it.
  2. Then slightly bend together the pairs of metallic battery clips that are opposite each other with two fingers, so that correct contact of the batteries is ensured at each pole afterwards.
  3. Insert a new pack of high-quality AA batteries. Please do not use your usual rechargeable batteries for this test, or use them only if it is certain that one of the batteries or the charger is not defective.
  4. Insert all four batteries. After inserting the last battery, please check if a light briefly flashes at the LED on the SET button. If you see the brief flash, the power supply is working correctly.

If your hörbert still doesn't work after this, please send us the service file* of your memory card. Maybe we can find a possible source of the problem here. If not, we will provide you with the necessary return instructions for your device. Please do not send hörbert to us without prior consultation.

*Generate and send the service file:
Start hörbert Software (from version 3.x.x), select hörbert model, wait until the card is displayed, and then click "Read Card." 
In the software menu, go to "Help" -> Service Tools -> Collect Data for Service. Choose a location. The hörbert software will now create the zip file and save it at this location. 
Then please send the zip file by email to service (at) hoerbert (dot) com.

Important

A firmware update can also help with errors of all kinds.
If you have never done a firmware update before or if the last update was before April 13, 2023, we recommend performing one. You can find all the necessary information here: FIRMWARE UPDATE

Related information: Blog Article on Firmware Update

Batteries Only Last a Short Time (a Few Hours)

Your hörbert does not reach the intended playtime of approximately 38 hours and shuts off?

If it shuts off with three deeper beeps, the batteries are empty.

  • Please try using a completely fresh pack of high-quality AA batteries or fully charged rechargeable batteries. Sometimes, rechargeable batteries may not charge fully or the charger may be defective. During a battery change, an empty cell can sneak in, we've seen it all ;-) So, for safety, please test it again with a completely fresh pack of high-quality AA batteries. Do not use different batteries or batteries from different packs.
  • If, despite having confirmed full batteries, the playtime is only a few hours, a firmware update may help your hörbert.
FIRMWARE UPDATE INSTRUCTIONS

Batteries Only Last a Short Time (a Few Hours)

Your hörbert does not reach the intended playtime of approximately 38 hours and shuts off?

If it shuts off with three deeper beeps, the batteries are empty.

  • Please try using a completely fresh pack of high-quality AA batteries or fully charged rechargeable batteries. Sometimes, rechargeable batteries may not charge fully or the charger may be defective. During a battery change, an empty cell can sneak in, we've seen it all ;-) So, for safety, please test it again with a completely fresh pack of high-quality AA batteries. Do not use different batteries or batteries from different packs.
  • If, despite having confirmed full batteries, the playtime is only a few hours, a firmware update may help your hörbert.
FIRMWARE UPDATE INSTRUCTIONS

hörbert Rattles or Makes Squeaking Noises

This is a sign that the power supply is insufficient and the batteries/accumulators are empty.

  • Please try using a completely fresh pack of high-quality AA batteries or fully charged rechargeable batteries. Sometimes, rechargeable batteries may not charge fully, or the charger may be defective. During a battery change, an empty cell can sneak in, we've seen it all ;-) So, for safety, please test it again with a completely fresh pack of high-quality AA batteries.
  • A firmware update will help your hörbert so that it no longer squeaks or whistles due to low voltage:
    FIRMWARE UPDATE INSTRUCTIONS

    Relevant additional information:
    Blog article on Firmware Update

The Wooden Case is Damaged

We can repair anything. If the damage to the wood cannot be fixed by gluing, we can provide your hörbert with a brand new case. For warranty reasons, we generally perform a case replacement (i.e., replacing the frame and front while using all intact hörbert parts) only in our workshop. Your hörbert will undergo a comprehensive check as part of the service fee for the case replacement. Please contact our service team to coordinate the necessary steps and return shipping. Please do not send anything without prior discussion and without a service ticket number. Thank you.

Battery Acid Has Leaked

When batteries leak, you will find traces of battery chemistry on the electronics (circuit board). You must clean these traces thoroughly to get your hörbert back in working order.

Cleaning After Leaking Batteries:

Important Safety Instructions:

Exercise caution and ensure the safety of yourself and your surroundings during the following activities! Only work with safety goggles on! Use protective gloves! Do not touch anything else with the gloves! Work with an open window and adequate ventilation! Do not work near flames or ignition sources! Keep chemicals and tools away from children! This guide does not apply to other devices!

Leave the repair to us if you're not comfortable with any step!

Risk of injury: Splashes of alcohol or battery chemistry in the eyes can cause serious eye injuries. Consult a doctor immediately in case of an accident. Fires can occur when working with high-proof alcohol. Have firefighting equipment on hand. Alcohol can dry out your skin, so wear gloves! And again: Keep children away from chemicals and tools!


Here's how to proceed:

  1. Remove the memory card from the memory card holder. Check the contacts of the memory card. If it has come into contact with battery chemistry, it may need to be replaced, or you can try cleaning it with alcohol.
  2. Remove the electronics by loosening the 4 nuts on the board inside hörbert. Lift the board and unplug all cables.
  3. Search for all traces of battery chemistry on the top AND bottom of the board. You must clean them very thoroughly to stop corrosion.
  4. Use plenty of isopropyl alcohol 70% (e.g., from the pharmacy): Drip alcohol generously on all areas where you find traces of battery chemistry. Let it soak. When the alcohol evaporates, drip more onto the board, including the memory card holder.
  5. Carefully clean all traces of battery chemistry with the toothbrush. Cotton swabs can also help. Important: NEVER scratch! If you scratch a trace or damage a small component, the board is likely permanently damaged.
  6. Once everything is clean, let the alcohol evaporate for an hour. Never use the electronics when wet.
  7. Now, you can reconnect all the cables to where they were, reinsert the board, and secure it with screws.
  8. Finally, insert the batteries and memory card, and turn on hörbert. Don't forget to breathe. ;-)

The Rotary Encoder (On/Off Button) is Bent

Has your hörbert taken an unfortunate fall on the encoder? If you feel confident in repairing it yourself, you can find instructions below. If you're unable to repair the encoder, you can also order it as a spare part from our shop. You can then follow the instructions below to replace it yourself.

If you prefer not to do the repair yourself, you are welcome to send your hörbert to us for inspection and repair.

Please make sure to contact our service team in writing beforehand to receive a ticket number and the appropriate return instructions.

Instructions for Removing the Encoder:

  • Loosen the rotary knob on the encoder with a 2mm Allen wrench.
  • Loosen the nut located under the rotary knob. For this, you will need an 11mm wrench/socket.
  • Next, remove the encoder from the mounting hole and detach the latch from the flat ribbon cable on the encoder itself. To release the latch, you need to slide the two protruding black tabs on the right and left of the cable with your fingernails. Then, gently pull out the cable.
  • The flat ribbon cable can remain attached to the board on the other side.
  • Remove the encoder and try to straighten it carefully.
  • If that doesn't work, order the replacement part from our shop or send your hörbert to us by arrangement.

Installing the Repaired or New Encoder:

  • Connect the cable to the encoder. Make sure that the cable is inserted as shown in the image and is not inserted with the blue side reversed. The white side should be on top.
  • Slide the latch on the cable:
  • Insert the encoder into the mounting hole in the housing, place the nut on top.
  • Tighten the nut with the 11mm wrench/socket.
  • Attach the rotary knob - leaving approximately 1 mm of space to the housing - and tighten it with the set screw and the 2mm Allen wrench. Done! Printable instructions:
    Instructions for Installing a New Encoder

Bluetooth Doesn't Work with a Receiver, e.g., Headphones

Please check if you have followed these steps: 

Step 1 - Activating Bluetooth and Pairing in SET Mode:
  1. Open and pull out hörbert's rear panel using a coin. Turn on hörbert by pressing the volume knob once. It will play normally from the memory card.
  2. Inside, press the SET Mode button. hörbert will mute, indicating that it's now in SET Mode.
  3. Press the bright green button to activate Bluetooth. You should hear a single, bright beep, indicating that Bluetooth is activated.
  4. Press the yellow button for pairing. You should hear a single, bright beep, indicating that pairing is activated.
  5. Then, press the SET button inside hörbert once more to save. hörbert will resume playing from its memory card.
  6. Turn off hörbert again.

Step 2 - Pairing with Headphones (Bluetooth Receiver)
  1. Turn on hörbert by pressing the volume knob once. The LED inside the SET button will blink 2 times per second.
  2. Then, turn on the headphones and activate Bluetooth if necessary. hörbert and the headphones have 60 seconds to connect. hörbert will then route its sound to the headphones.
  3. We recommend turning off Bluetooth on other devices or disabling other devices before attempting to connect with hörbert.

Troubleshooting:
Are the headphones possibly still connected to another device? As a precaution, please delete the headphones from the list of Bluetooth devices on your mobile phone or computer and temporarily turn off Bluetooth there.

Do you have a POGS Gecko headphones, and they turn off after 5 minutes?

There was a model change with the POGS headphones that led to a connection interruption when used with hörbert under certain circumstances.
When you turn on hörbert and the headphones, they connect automatically. However, the headphones then blink blue every second, indicating a disrupted connection according to the instructions. The connection then drops after 5 minutes.

  • But if you press and hold the Bluetooth button on the headphones for about 5 seconds from the beginning, both devices will reconnect. Then the headphones blink every 7 seconds, indicating a working connection. This will result in a stable connection.
  • So, please start by turning on the headphones.
  • Press and hold the Bluetooth button for 5-7 seconds.
  • Then turn on hörbert.

The POGS headphones should then blink every 7 seconds, and the connection should remain stable. 

Bluetooth Doesn't Work with a Transmitter, e.g., Mobile Phone

Please check if you have followed these steps: 

Step 1 - Activating Bluetooth and Pairing in SET Mode:
  1. Open and pull out hörbert's rear panel using a coin.
  2. Turn on hörbert by pressing the volume knob once. It will play normally from the memory card. 
  3. Inside, press the SET Mode button. hörbert will mute, indicating that it's now in SET Mode.
  4. Press the bright green button to activate Bluetooth. You should hear a single, bright beep, indicating that Bluetooth is activated.
  5. Press the yellow button for pairing. You should hear a single, bright beep, indicating that pairing is activated.
  6. Then, press the SET button inside hörbert once more to save. hörbert will resume playing from its memory card.
  7. Turn off hörbert again.

Step 2 - Switching to Bluetooth Speaker Mode
  1. Switch hörbert to Bluetooth speaker mode by double pressing the power on/off button. Please perform the second press within approximately 0.5 seconds. hörbert won't play from its memory card after this. Instead, after the second press of the power on/off button, you'll hear a series of ascending signal tones as confirmation that hörbert is now switching to Bluetooth speaker mode.
  2. Now, you have 60 seconds to pair hörbert in the list of Bluetooth devices on your phone or with another transmitter.
  3. Then, start a playlist, a track, or even a YouTube music video on the transmitter, and hörbert will play all audio sources from its speaker.

    For related information, please visit:
    Using hörbert as a Recording Device

Recordings Have Hiccups

Are your recordings with the microphone stuttering or experiencing hiccups? Please install the latest firmware on your hörbert, which will address this issue.
FIRMWARE UPDATE

Recording Cannot Be Started

Please check if you have followed these steps:

Step 1: Activating the Microphone on hörbert via the SET Mode
  1. Open the back of hörbert by unscrewing it and removing the rear cover.
  2. Turn on hörbert - it will start playing.
  3. Press the SET button on the inside - hörbert will mute, and the LED on the SET button will continuously glow green. The front buttons are now in SET mode.
  4. Refer to the template in the image below - it was included in your hörbert package upon delivery - to see which button to press to activate functions such as the Sleep Timer, Bluetooth, WiFi, or the microphone. For the microphone, please press the dark green button in the bottom row on the right:

  5. A single signal tone always means: on - the function is activated. A double signal tone always means: off - the function is deactivated.
  6. After setting the desired functions, press the SET button on the inside again to save.
    hörbert will start playing again, and the settings you just made will be active.


Step 2: Editing the Memory Card

Using the hörbert software, you can designate one or more colorful buttons where recordings can be saved. 
  1. Start the hörbert software and read the SD card.
  2. Open the content window of the colorful button where voice recordings should be allowed. 
  3. Then, check the box at the bottom of the window that says "Allow voice recordings here." 
  4. Click the green checkmark in the upper right corner to confirm and save the setting. 
  5. You can now specify whether Bluetooth or Internet radio recordings should be allowed on other buttons as well. Only one button can be defined for Bluetooth recordings. You can assign multiple colorful buttons for voice recordings or Internet radio recordings. 
  6. Always finish your work on the memory card by ejecting it using the eject button before disconnecting it from the computer. 
  7. Insert the memory card back into hörbert. 


Step 3: Starting the Recording

Using the hörbert software, you can designate one or more colorful buttons where recordings can be saved. 
  1. Turn on hörbert.
  2. Select the playlist on which you allowed voice recordings in the hörbert software. 
  3. Navigate to the title where you want to make the recording.
  4. Press and hold the black button while simultaneously pressing the gray button. 
  5. The recording will start, and the red light behind the microphone opening will illuminate. You can release the buttons.
  6. Speak loudly and clearly into the small microphone opening from a distance of approximately 5 cm (as close as possible).
  7. To stop the recording, press the black button.
  8. The recording will automatically play back after a few seconds.

    Note: Bluetooth and Internet radio recordings will always be placed at the end of the designated playlist for those functions.

    For more information on this topic:
    Recording Functions of hörbert

Quick Guide for Internet Radio Listening

Step 2: Editing the Memory Card with hörbert Software.
  1. Turn on hörbert; it starts playing.
  2. Press the SET button on the inside. hörbert mutes and enters SET mode.
  3. Check if WiFi is already activated by briefly pressing the front orange button. If hörbert emits a high-pitched signal tone, WiFi is active. If it emits two lower-pitched signal tones, WiFi is turned off, so press it again until you hear a single high-pitched signal tone.
  4. Afterward, press the SET button on the inside again to save the settings.


Step 2: Editing the Memory Card with hörbert Software.

Set up Wi-Fi access credentials on the memory card. 
You will need hörbert Software version 3 or higher for this. You can find the latest hörbert Software for download HERE.
  1. Start the hörbert Software, select your new hörbert model, and read the memory card.
  2. You can now configure the name and password of your home Wi-Fi network in the software menu under Extras using "Configure Wi-Fi Connections." 
    Notes: It must be a 2.4 GHz Wi-Fi network, and the Wi-Fi name should not contain spaces.


Adding Internet Radio URLs
  1. Click on one of the colored buttons where you want to add one or more Internet radio streams. You can add a streaming URL using the plus sign next to "URL." For example, you can use this one for testing: http://stream.laut.fm/kinderradio or Radio Teddy: http://streamtdy.ir-media-tec.com/live/mp3-128/web/play.mp3
  2. If you want to record Internet radio as well: In the playlist's content window at the bottom of the window, you can specify whether you want to allow recordings on this button. Click the box that says "Allow Internet radio recordings here."
  3. Save the changes with the green checkmark in the upper right corner.
  4. Eject the memory card and insert it into hörbert.


Step 3: Reading Wi-Fi Data on hörbert

  1. Turn on hörbert. Wait until it starts playing.
  2. Press the SET button on the inside.
  3. Now, press the orange button for a long time. Keep pressing it until you hear a signal tone after about 10 seconds, confirming that the Wi-Fi data has been read into hörbert.
  4. Press the SET mode button on the inside again to save the settings.


Now, hörbert is ready to play Internet radio stations at the press of a button when you reach the part of the playlist where a URL for the Internet radio station has been added. hörbert will emit ascending search tones and then play the station.
For more information on this topic

hörbert Can't Find the Wi-Fi Network

Please check if you have a 2.4 GHz Wi-Fi network because hörbert can only connect to such networks.

Please verify if there's a space in your Wi-Fi network name. If so, please change the Wi-Fi network name on your router and remove the space. Save the Wi-Fi data again using the hörbert software to your memory card and then reinsert it into hörbert.

If it still doesn't work, please check if you have a correct URL; it must be a streaming URL. See the next point - "hörbert Can't Find the Streaming URL"

hörbert Can't Find the Streaming URL

You need a streaming URL of an internet radio station. It's not sufficient to simply copy the web address of a regular web radio station from your browser and save it on the SD card.

Correct streaming addresses look like this, for example: 
https://wdr-diemaus-live.icecastssl.wdr.de/wdr/diemaus/live/mp3/128/stream.mp3
http://stream.laut.fm/kinderradio
http://stream.laut.fm/ohrka
http://streamtdy.ir-media-tec.com/live/mp3-128/web/play.mp3
http://stream01.zogl.net:8906/stream

Perhaps there's an issue with your Wi-Fi as well?
Please check if you have a 2.4 GHz Wi-Fi network because hörbert can only connect to such networks.

Please verify if there's a space in your Wi-Fi network name. If so, please change the Wi-Fi network name on your router and remove the space. Save the Wi-Fi data again using the hörbert software to your memory card and then reinsert it into hörbert.

The SD Card Cannot Be Written To

First, please check if the write protection switch on the left edge of the SD card has moved into the lock position. If necessary, slide it back up.

Additional solutions: 

Missing permissions on macOS:
  1. Click on the Apple symbol and select "System Preferences."
  2. Click on the icon for "Security."
  3. Then, select "Files and Folders" on the left column.
  4. All checkboxes next to "hoerbert.app" must be enabled for permission.
  5. If needed, click the lock icon to make changes and check the boxes.
  6. Close the window and test again to see if the card is now writable.

The path to the system setting on "Big Sur" 11.6.6 is: 
Apple Symbol -> System Preferences -> Security & Privacy -> "Privacy" tab -> Left list "Files and Folders"

The hörbert Software Cannot Be Installed

The hörbert software is available in the latest version on our website as a download for macOS, Windows, or Linux.

If you encounter issues with the installation, please contact our customer service team via the contact form.

Other

Your question wasn't covered?
Then please write to us about your issue, preferably with detailed information about the problem, through the contact form.

hörbert 2011 is not playing

  1. Please turn the volume knob all the way up before turning on hörbert. If you now put your ear close to the speaker and turn it on at full volume, do you hear a very quiet rhythmic chirping? This could be a sign that the power supply is okay, but there's an issue with the content of the SD card.

  2. Are the batteries empty? In that case, please insert a completely new set of 4 identical batteries from the same pack.
    Please replace the batteries even if you've done so before. Sometimes, an old or empty cell can sneak in, which has happened before. Sometimes, the cells may be empty from the supermarket, and you might get unlucky with poor quality.

    Tips: The batteries can be easily removed by threading a thin string or ribbon through and lifting the batteries one by one using that. Please hold the battery from the top when doing this.

    Also, please do the following during the battery replacement:

    • Please take two photos of the inside of your device (once with batteries and once without).
    • Are the batteries making contact? To check, remove the batteries and gently press the ends of all the metallic battery clips together with your thumb and forefinger. Even if the batteries were sitting very tightly before, it's possible that due to a fall or impact or during battery replacement, the clips may have bent slightly, causing the contact with the batteries to be at the wrong place.

  3. Attention: This tip does not apply to the Bluetooth model of hörbert 2011. Please do not shake the switch on devices with built-in Bluetooth.
    Lastly, it could be due to excess grease in the toggle switch, which sometimes accumulates in the wrong place even after a long time. Please switch the device on and off at least 50 times as fast and forcefully as you can. The switch can handle it. We deliberately chose a slightly oversized switch to withstand playing children's hands. The manual heat generated should help the grease evaporate, and the problem should be resolved.

  4. Are you still using our original SD card? Or have you been using your own card lately? Please test with our original card in the latter case. Did you reprogram the card, and after that, hörbert stopped playing?

    • Do you have a hörbert with built-in automatic shutdown? If so, is there exactly ONE playback duration selected, meaning one of the switches 1-6 on the mouse piano is activated? Only then can hörbert function properly.

  5. Please check if the small white cable connectors, where the cables are inserted, are properly seated in their respective sockets, and gently press the white connectors if necessary.

  6. Please check if the SD card is properly seated in the SD card slot.

  7. If all our tips don't help, we would like to ask you to send us the photos of the inside of your hörbert as mentioned above. Each photo should be a maximum of 2 MB in size.

    Write to us through our contact form and attach the photos as files. Thank you very much.

Electronics Kit

You've built your own music box using our electronics kit, but it's not playing now?

Please try the following solutions:
  1. Did you format the SD card in FAT32 format and load it with the hörbert software? You can find the software for download on this page:
    https://www.hoerbert.com/service/downloads-und-bespielen/
  2. Is the cable to the rotary encoder plugged in correctly?
    It should look like this:

    Cable to the rotary encoder:
    The ribbon cables have a top and bottom side. Make sure you insert the contact surfaces correctly. Do not bend the cables back and forth.


    Microphone cable

    In the original hörbert, it looks like this when finished:
  3. Could the batteries be empty?

    To test, please insert a completely new set of 4 identical batteries from the same pack.
    Please replace the batteries even if you've done so before. Sometimes, an old or empty cell can sneak in, which has happened before. Sometimes, the cells may be empty from the supermarket, and you might get unlucky with poor quality.
    Tips: The batteries can be easily removed by threading a thin string or ribbon through and lifting the batteries one by one using that. Please hold the battery from the top when doing this. 

  4. Do the batteries make contact?

    To check, remove the batteries and gently press the ends of all the metallic battery clips together with your thumb and forefinger. Even if the batteries were sitting very tightly before, it's possible that due to a fall or impact or during battery replacement, the clips may have bent slightly, causing the contact with the batteries to be at the wrong place.

If the solution is not listed here, please contact our service team through the contact form.

Spare Parts

For the older hörbert model 2011 with the toggle switch, you can find spare parts in our shop:
https://www.hoerbert.com/cat/kundenservice/ersatzteile/

If you can't find a needed part there, please contact us via our contact form.

Upgrade for hörbert Model 2011:

If you want to equip your hörbert with new features like Bluetooth, Internet radio, sleep timer, recording functions, pause function, etc., we offer an upgrade to the latest electronics version for that:
The separate Bluetooth module for hörbert 2011 for retrofitting is no longer available.
https://www.hoerbert.com/das-upgrade-fuer-deinen-original-hoerbert-2011/

hörbert

You can find spare parts for hörbert in our shop:
https://www.hoerbert.com/cat/kundenservice/ersatzteile/

If you can't find a needed part there, please contact us via our contact form.

Feature Request for hörbert

Do you have a specific function that you would like your hörbert to have? Please write to us with your requirements. Thank you.

Inquiry Regarding Wired Headphones

Currently, it is not possible to operate hörbert with wired headphones. In the new hörbert 2021, the connection option is already prepared on the circuit board (see also our circuit diagram at https://www.hoerbert.com/technik/schaltplaene/) but it still requires additional functions that our development team needs to implement through a firmware update. There are no specific plans for this in 2023. It will also require new extensive tests for approval with wired headphones.

hörbert can already be paired with Bluetooth headphones. The advantage of Bluetooth headphones is that they do not pose a tripping or strangulation hazard. Also, hörbert does not require a jack for that purpose. Jacks are prone to repairs. Therefore, we generally recommend using wireless headphones.

Is it possible to make hörbert louder/quieter?

In some situations, such as outdoors in daycare, on a hiking trip, in a sports hall, or in case of hearing impairment, it's beneficial to be able to adjust hörbert's volume. However, we want to emphasize that in the factory settings, hörbert does not exceed the child-safe limit of 85 dB, even in "forte" (loud) mode. When you adjust hörbert to be louder, you do so at your own responsibility, and the use of hörbert by children should be supervised by an adult.

Sometimes, you may want hörbert to be very quiet, such as when using it while traveling with multiple people and avoiding headphones.

There are several ways to adjust hörbert's volume:
  1. Check if your hörbert is in "forte" (loud) or "piano" (quiet) mode:
    • Turn on hörbert and wait until it starts playing.
    • Press the small SET button inside hörbert. hörbert will mute.
    • Press the light blue button in the bottom row on the far left.
    • If you hear a single high-pitched tone, hörbert is now in "forte" mode, meaning it's set to be loud. To save this mode, press the SET button inside hörbert again.
    • If you hear two deeper tones, hörbert is in "piano" mode. You can save this mode by pressing the SET button inside.

  2. You can adjust the volume of content when you load new content onto the memory card using the hörbert Software as follows:
    • Start hörbert Software version 3.x and read the memory card.
    • In the software menu, go to "Extras" -> "Advanced Functions."
    • Here, you have the option to choose the following: - "Adjust files louder or quieter" - "Increase volume up to the limit"

  3. There is another way to adjust the existing volume limit of hörbert to be louder (even above 85 dB) or quieter. This can be done by modifying the playlist language (PlaLa) in a small file called "index.m3u." Please contact our customer service team with your request, and we will provide you with the necessary file and instructions on how to apply the change to your hörbert.

Is there an electronics kit available?

Yes, our kit is available for creative and DIY enthusiasts who want to bring their own housing ideas to life. You can find it on our online shop here:
https://www.hoerbert.com/kaufen/hoerbert-elektronikbausatz-mit-bluetooth-wifi-und-mikrofon/

You can also find further documents and instructions there.

If you have any questions, please feel free to contact our customer service team.

What content is on the free memory card from hörbert?

None of the above points apply to your concern?
If that's the case, please write to us about your concern, preferably with specific information about the issue, through the contact form.

Where can I get free audio content for hörbert?

None of the above points apply to your concern?
If that's the case, please write to us about your concern, preferably with specific information about the issue, through the contact form.

Request for accessible hörbert

None of the above points apply to your concern?
If that's the case, please write to us about your concern, preferably with specific information about the issue, through the contact form.

* Prices including 19% VAT