Helpdesk

Tell us about your concern...

Welcome to the service page for hörbert products.
Select a category on the left and then find the appropriate answer on the right. If you can't find a solution, use our contact form to let us know about your issue.

Some answers for the hörbert model from October 2021 (with a rotary knob for turning on/off) refer to devices with firmware from before October 2024. If your hörbert still has an older firmware version, update to the new "Butterfly" firmware now. It offers a variety of new features and allows you to make all settings on your hörbert WITHOUT a computer, SD card reader, or hörbert software. With a Butterfly hörbert, this is done conveniently via a web interface. Click here for the firmware update and click here for the "Butterfly" instructions


Your question is not listed, or you want to get in touch with us?
Simply use our contact form:

Contact Form

Please fill in the following details so our team can contact 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 the numbers on the invoice or in the confirmation emails of your purchase on hoerbert.com.

Please fill out this field if you do not know the number from the previous field. The order date does not have to be exact, but the more accurate you provide it, the easier it will be for us to locate your order.

If you report a problem with your hörbert, please be sure to include a photo of the inside of your hörbert – without the batteries inserted. Ideally, also send the service file from your hörbert memory card. Here you can find information on how to generate the service file.

...and find the solution

Please select your questions one by one, then a solution will appear here:

Where is my shipment?

Upon receiving the shipment confirmation, you should have received a tracking link and the tracking number for your package.
Please check your spam folder if you do not find a completion email from info@hoerbert.com in your mailbox.

If you have not received a tracking link and tracking number, it may be because your shipment was sent as merchandise mail and tracking may not be available for it. Merchandise mail can take up to approximately 10 days to arrive.

If the tracking status of your shipment indicates that the package was successfully delivered but you have not received it, please follow these steps:
  1. Double-check all possible delivery locations.
  2. Ask your family and neighbors if anyone accepted the package.
  3. If the package is still not found, please contact us through the contact form stating your order or invoice number.
My package was damaged If your package shows visible damage to the shipping box upon arrival:
  • Please take a photo of the damaged area and the entire box ideally before opening it.
  • Then please check the contents immediately for damage.
    If the items inside have not been affected by the external damage, all is well.
  • If you notice any damage to the goods, please take meaningful photos and send them to us promptly, no later than two days after receiving the goods, via our contact form stating your order and invoice number.
  • We will then inform you of the next steps.
  • Be sure to keep the damaged outer box and the goods as evidence, as these will need to be presented to your local post office when filing a claim for transport damage.

Product Return (Right of Withdrawal)

Do you want to return the goods you bought from us and cancel the order?

Please note our terms and conditions regarding the right of withdrawal

We are very sorry that our product apparently did not meet your expectations. If you would like to inform us of the reason for your withdrawal, we would be very grateful. Only then can we improve our product or services. If there are any questions regarding the handling, we can surely clarify those if you contact our service team.

Of course, you do not have to provide a reason.

Please make sure to contact our service team BEFORE returning the goods, preferably through the contact form, so that we can provide you with the return address, necessary packaging instructions for safe return, and a reference number.

I have not received an invoice and would like to request one

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

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

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

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

Something is wrong with my invoice

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

Can I still change my order?

Our shipping team works very quickly, so it is necessary to contact us within a few minutes immediately after placing your order.

Once the order has been forwarded to our logistics warehouse, we cannot make any changes to it.

Please contact us immediately via the contact form stating your order number, or give us a call. You may not be connected directly to our customer service team if all representatives are busy. In this case, your message will still reach us by 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 cases: Tel. +49 (0)7022 50642-0

Miscellaneous

Please share your request with us via the contact form. Our service team will then contact you within approximately 2 working days.

hörbert

You can find the manuals for hörbert here: User manuals and videos for hörbert


Quick start guide:

  1. Place hörbert face-down on a soft surface and unscrew the back panel counterclockwise using a coin.
  2. Carefully slide out the back panel downwards.
  3. Insert a fresh pack of 4 x AA batteries or 4 x rechargeable AA batteries. If you have a hörbert with a USB-C port and battery switch, only rechargeable AA batteries may be used in the separate battery compartment on the right side. Insert the supplied memory card into the SD card slot as shown on the board, pushing it in all the way.
  4. Slide the back panel all the way up and screw it back in by hand using the coin.
  5. To turn on hörbert, press the volume knob on top once – and enjoy the audio fun!

Further information:
Firmware update instructions for hörbert Blog article on the firmware update for hörbert 2021 Blog article on hörbert’s USB-C port with Butterfly firmware

hörbert 2011

You can find the manuals for the 2011 hörbert model with the toggle switch for turning it on/off, as well as for the hörbert software used to load content onto the memory card, here: User manuals and videos for hörbert 2011


Quick start guide:

  1. Place hörbert face-down on a soft surface and unscrew the back panel counterclockwise using a coin.
  2. Carefully slide out the back panel downwards.
  3. Insert a fresh pack of 4 x AA batteries or 4 x rechargeable AA batteries. Insert the supplied memory card into the SD card slot as shown on the board, pushing it in all the way.
  4. Slide the back panel all the way up and screw it back in by hand using the coin.
  5. Flip the toggle switch forward – and enjoy the listening fun!

Further 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 manual here:
Bluetooth Module Manual


Would you like to upgrade your hörbert 2011 with Bluetooth?
We no longer offer the separate Bluetooth module for hörbert 2011 since 2023, as the new hörbert model already comes with integrated Bluetooth. Additionally, there are no more updates for the Bluetooth module, so we can no longer guarantee proper functionality with newer Bluetooth devices.

If you'd like to use Bluetooth streaming with hörbert, we recommend upgrading to the new electronics. Your hörbert will then be able to do much more — for example, it can record all sources played via Bluetooth or internet radio.

You can order the upgrade here: UPGRADE for hörbert 2011

Automatic Shutdown for hörbert 2011

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

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

hörbert for Seniors / Barrier-Free

You can find the manuals for the barrier-free hörbert here:
Manual for hörbert with 3 buttons

If you have any further questions about your barrier-free hörbert, please contact our service team using the contact form.

Electronics Kit

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

DIY Felt Bag Sewing Kit

Video tutorial for sewing

A step-by-step illustrated guide can be found on the inside of the paper band.

hörbert no longer plays

Please try the following troubleshooting steps:

  1. Remove all batteries. The easiest way to do this is by threading a thin string underneath each battery and using it to lift the cell out. Important: hold the battery firmly while pulling it out.
  2. Then gently bend each pair of opposing metal battery clips together using two fingers. This ensures proper contact between the batteries and their terminals.
  3. Insert a new pack of high-quality AA batteries. For this test, please do not use your usual rechargeable batteries — or only do so if you are certain that neither the batteries nor the charger are faulty.
  4. Insert all four batteries. After inserting the last one, check if a light briefly flashes at the LED near the SET button. If you see a quick flash, the power supply is working correctly.

If your hörbert still doesn't work after that, please send us the *service file from your memory card. We might be able to identify the issue this way. If not, we will send you the necessary return instructions for your device. Please do not send in your hörbert without contacting us beforehand.

*How to generate and send the service file:
Start the hörbert software (version 3.x.x or higher), select your hörbert model, wait until the card is displayed, and then click on “Read card.”
In the software menu, go to "Help" -> Service tools -> Collect data for service. Choose a location to save the file. The hörbert software will now create a zip file and save it there.
Then please send the zip file by email to service (at) hoerbert (dot) com.

Important

A firmware update can also help fix many types of errors.
If you’ve never performed a firmware update, or if your last update was before April 13, 2023, we recommend doing it now.
You can find all the necessary information here:
GO TO FIRMWARE UPDATE

Additional helpful information:
Blog article on the firmware update

Batteries only last a short time (a few hours)

Your hörbert doesn't reach the intended playback time of approx. 38 hours and shuts off?

If it shuts off with three low-pitched beeps, the batteries are empty.

  • Please try with a completely fresh pack of high-quality AA batteries or fully charged rechargeable batteries. Sometimes rechargeable batteries no longer charge fully or the charger is faulty. During a battery change, it’s also possible for a single empty cell to slip in unnoticed — we’ve seen it all ;-). So for safety, please test again with a brand-new pack of high-quality AA batteries. Please do not mix different batteries or use batteries from different packs.
  • If, despite fully charged batteries, the playback time is still only a few hours, a firmware update might help your hörbert.
FIRMWARE UPDATE INSTRUCTIONS

Recordings via Bluetooth or WiFi have dropouts

Are your recordings using the voice microphone choppy or cutting out?
Please install the latest firmware on your hörbert — it will resolve the issue.
GO TO FIRMWARE UPDATE

hörbert makes static noise or squeaking sounds

This is a sign that the power supply is insufficient and the batteries are empty or low.

  • Please try using a completely fresh pack of high-quality AA batteries or fully charged rechargeable batteries. Sometimes rechargeable batteries no longer charge fully, or the charger is defective. It’s also possible for a single empty cell to slip in unnoticed during a battery change — we’ve seen it all ;-). So for safety, please test again with a brand-new pack of high-quality AA batteries.
  • A firmware update helps prevent hörbert from squeaking or whistling when the voltage is too low:
    FIRMWARE UPDATE INSTRUCTIONS

    Additional helpful information:
    Blog article on the firmware update

The wooden housing is damaged

We can repair everything. If the damage to the wood cannot be fixed by gluing, we can also give your hörbert a completely new housing. For warranty reasons, we generally only carry out a housing replacement (meaning: replacement of the frame and front using all intact hörbert parts) in our workshop. Your hörbert will undergo a comprehensive check during this process, which is included in the service fee for the housing exchange. Please contact our service team to coordinate the necessary steps and the return shipment. Please do not send anything without prior agreement and without a service ticket number. Thank you very much.

Battery acid has leaked

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

Cleaning after leaked batteries:

Important safety instructions: 

Pay attention to your safety and that of your surroundings while performing the following tasks! Work only with safety goggles! Work only with protective gloves! Do not touch anything else with the gloves on! Work near an open window with sufficient fresh air supply! 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 are unsure about 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-percentage alcohol. Have extinguishing agents ready. Alcohol can dry out your skin, so wear gloves! And again: Keep children away from chemicals and tools!


Here's how to do it:

  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. You can try to clean it with alcohol.
  2. Remove the electronics by loosening the 4 nuts on the circuit board inside hörbert. Lift the board and disconnect all cables.
  3. Identify all traces of battery chemistry on the TOP AND BOTTOM of the circuit board. You must clean them very carefully now to stop the corrosion.
  4. Use plenty of Isopropyl alcohol 70% (e.g. from the pharmacy): Pour the alcohol generously on all areas where you find traces of battery chemistry. Let it soak. When the alcohol evaporates, pour more onto the board, including in the memory card holder.
  5. Thoroughly clean all traces of battery chemistry with a toothbrush. Cotton swabs can also help. Important: NEVER scratch! If you scratch a conductor track or destroy a small component, the circuit board is likely to be permanently damaged.
  6. Once everything is clean, let the alcohol evaporate for an hour. Never use the electronics in a wet condition.
  7. Now you can reconnect all cables where they were, reinsert and screw down the board.
  8. Reinsert the batteries and the memory card, then turn on hörbert. Don't forget to breathe. ;-) .

The rotary encoder (on/off knob) is bent

Did your hörbert accidentally fall on the encoder? If you feel confident doing the repair yourself, you’ll find instructions below. If you can't repair the encoder, it is also available as a spare part in our shop. You can order it and replace it yourself using the instructions below.

If you'd prefer not to do the repair yourself, you are of course welcome to send your hörbert in 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 knob on the encoder using a 2mm hex key/Allen wrench.
  • Loosen the nut underneath the knob. You’ll need an 11mm wrench or socket.
  • Pull the encoder out of the mounting hole and disconnect the flat cable at the encoder. To release the connector, push the two small black tabs on either side of the cable outward with your fingernails. Then carefully pull the cable out.
  • The flat cable can remain connected to the circuit board on the other end.
  • Remove the encoder and carefully try to straighten it.
  • If that doesn't work, order the spare part from our shop or send in your hörbert after contacting us.

Installing the repaired or new encoder:

  • Plug the cable into the encoder. Make sure the cable is inserted as shown in the image — do not reverse it. The white side must face upward.
  • Push the locking mechanism on the connector closed:
  • Insert the encoder into the mounting hole in the housing and place the nut over it.
  • Tighten the nut with the 11mm wrench.
  • Attach the knob — leaving about 1 mm of space between it and the housing — and tighten it using the set screw and a 2mm hex key. Done!
    Printable instructions:
    Instructions for installing a new encoder
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Bluetooth not working 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 back panel using a coin. Turn on hörbert by pressing the volume control knob once. It will then play normally from the memory card.
  2. Press the SET mode button inside. hörbert will mute and now be in SET mode.
  3. Press the light green button to activate Bluetooth. A single, bright beep should sound, indicating Bluetooth is activated.
  4. Press the yellow button for pairing. A single, bright beep should sound, indicating pairing is activated.
  5. Then press the SET button again inside hörbert to save. hörbert will then play from its memory card again.
  6. Turn off hörbert again.

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

Troubleshooting:
Could the headphones still be "occupied" by another device? As a precaution, delete the headphones from the list of Bluetooth devices on your mobile phone or computer and temporarily turn off Bluetooth there.

You have POGS Gecko Headphones and they turn off after 5 minutes?

There has been a model change with the POGS, which has led to the connection being lost under certain circumstances when used with hörbert.
When both hörbert and the headphones are turned on, they automatically connect. However, the headphones then blink blue every second, indicating an interrupted connection according to the instructions. The connection then drops after 5 minutes.

  • However, if you press the Bluetooth button on the headphones for about 5 seconds from the beginning, both will reconnect. Then the headphones will blink every 7 seconds, indicating a stable connection. And it will then remain stable.
  • So please start by turning on the headphones.
  • Press the Bluetooth button for 5-7 seconds 
  • Then turn on hörbert. 

The POGS should then blink every 7 seconds and the connection should remain stable. 
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Bluetooth with a transmitter, e.g. mobile phone, does not work

Please check if you followed these steps: 

Step 1 – Activating Bluetooth and pairing in SET mode:
  1. Open hörbert’s back panel using a coin and slide it out.
  2. Turn on hörbert by pressing the rotary knob once. It will then play from the memory card as usual. 
  3. Inside, press the SET mode button. hörbert will go silent and is now in SET mode.
  4. Press the light green button to activate Bluetooth. A single, high-pitched beep will sound – this means Bluetooth is activated.
  5. Press the yellow button to activate pairing. A single, high-pitched beep will sound – this means pairing is activated.
  6. Then press the SET button inside hörbert again to save. hörbert will resume playing from the memory card.
  7. Turn hörbert off.

Step 2 – Switching to Bluetooth speaker mode:
  1. Switch hörbert to Bluetooth speaker mode by pressing the on/off knob twice in quick succession. The second press must occur within approx. 0.5 seconds. hörbert will not start playing from the memory card. Instead, after the second press, several ascending tones will confirm that hörbert has entered Bluetooth speaker mode.
  2. You now have 60 seconds to pair hörbert with your mobile phone or another transmitter via the Bluetooth device list.
  3. Then start a playlist, a song, or for example a YouTube music video on your device. hörbert will play all audio sources through its speaker.


Additional helpful information:
Using hörbert as a recording device

Recordings have dropouts

Are your recordings with the voice microphone choppy or cutting out? Please install the latest firmware on your hörbert to fix the issue.
GO TO FIRMWARE UPDATE

Recording cannot be started

Please check if you followed these steps:

Step 1: Activating the voice microphone on hörbert via SET mode
  1. Unscrew hörbert at the back and remove the rear panel.
  2. Turn hörbert on – it will start playing.
  3. Press the SET button inside – hörbert will go silent. The LED at the SET button will light up solid green. The front buttons are now in SET mode.
  4. The stencil shown in the image below – which was included in your hörbert package – shows which button to press to activate the sleep timer, Bluetooth, WiFi, or the microphone.
    For the microphone, press the dark green button in the bottom right row:

  5. A single beep means: on – the function is activated. Two beeps mean: off – the function is deactivated.
  6. After setting the desired functions, press the SET button inside again to save.
    hörbert will start playing again and the changes will be active. 


Step 2: Edit the memory card

Use the hörbert software to predefine one or more colored buttons where recordings are allowed.
  1. Start the hörbert software and read the SD card.
  2. Open the content window for the colored button where voice recordings should be allowed. 
  3. Tick the checkbox at the bottom that says "Allow microphone recordings here."
  4. Click the green checkmark in the top right to save the setting. 
  5. You can also define other buttons to allow Bluetooth or internet radio recordings. For Bluetooth recordings, only one button can be defined. For voice or internet radio recordings, multiple buttons can be used.
  6. Always finish working with the memory card by using the eject button before disconnecting it from the computer. 
  7. Reinsert the memory card into hörbert. 


Step 3: Start recording

Use the hörbert software to predefine one or more colored buttons where recordings are allowed.
  1. Turn hörbert on.
  2. Select the playlist on which you enabled voice recordings using the hörbert software.
  3. Skip through the tracks until you reach the one after which the recording should be saved.
  4. Press and hold the black button, and while doing so, press the grey button in combination.
  5. The recording will start, and the red light behind the microphone opening will turn on. You can now release the buttons.
  6. Speak loudly and clearly into the small microphone opening from a distance of about 5 cm (as close as possible).
  7. To stop the recording, press the black button.
  8. The recording will be played back automatically after a few seconds.

    Note: Bluetooth and internet radio recordings are always saved at the end of their respective playlists.

    Further information on this topic:
    hörbert’s recording functions

Quick guide to listening to internet radio

Step 1: Activate Wi-Fi on hörbert using SET mode
  1. Turn on hörbert – it will start playing.
  2. Press the SET button inside. hörbert will go silent and enter SET mode.
  3. Check if Wi-Fi is already activated by briefly pressing the orange button on the front. If hörbert emits a single high-pitched tone, Wi-Fi is active. If you hear two low tones, Wi-Fi is off. Press again until you hear a single high tone.
  4. Be sure to press the SET button inside again to save your changes.


Step 2: Edit the memory card using the hörbert software

Store Wi-Fi login details on the memory card.
You will need hörbert software version 3 or higher.
You can download the latest version of the hörbert software HERE.
 
  1. Start the hörbert software, select your new hörbert model, and read the memory card.
  2. In the software menu, go to Extras and click on “Configure Wi-Fi connections” to enter the name and password of your home Wi-Fi.
    Notes: It must be a 2.4 GHz network. The Wi-Fi name must not contain spaces.


Enter internet radio URL(s)
  1. Click on one of the colored buttons for which you want to assign one or more internet radio streams. Click the plus symbol next to “URL” to add a streaming URL. For example, try 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 also want to record internet radio: In the content window for the playlist, check the box at the bottom that says “Allow internet radio recordings here.”
  3. Click the green checkmark in the top right to save your changes.
  4. Eject the memory card and insert it back into hörbert.


Step 3: Load Wi-Fi data onto hörbert

  1. Turn on hörbert and wait for it to start playing.
  2. Press the SET button inside.
  3. Now press and hold the orange button for a long time — about 10 seconds — until you hear a confirmation tone indicating that the Wi-Fi data has been read by hörbert.
  4. Press the SET button again to save.


hörbert is now ready to play internet radio stations at the touch of a button — just navigate to the part of the playlist where a radio URL has been stored. hörbert will emit a series of ascending search tones, and then begin playing the station.
Further information on this topic

hörbert can't find the Wi-Fi

Please check if it is a 2.4 GHz Wi-Fi, as hörbert can only connect to such.

Please check if there is a space in the Wi-Fi name? If yes, please change the Wi-Fi name on your router and remove the space. Save the Wi-Fi data again via the hörbert software to your memory card and read it into hörbert again.

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

hörbert cannot find the streaming URL

You need a so-called streaming URL of an internet radio station. It is not sufficient to just copy the web address of a regular web radio station from the browser and store it on the SD card.

Correct streaming addresses look like this:
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 is also something wrong with the Wi-Fi connection?
Please check if you are using a 2.4 GHz Wi-Fi, as hörbert can only connect to such a network.

Please check if there is a space in the Wi-Fi name? If yes, please change the Wi-Fi name on your router and remove the space. Save the Wi-Fi data again through the hörbert software to your memory card and re-read it on hörbert.

The SD card cannot be written

First, please check if the write protection switch on the left side of the SD card has moved to the lock position. Slide it back up if necessary.

Further solutions: 

Missing permissions on macOS:
  1. Click on the Apple icon and select "System Preferences"
  2. Click on the "Security" icon
  3. Then choose "Files and Folders" from the left column.
  4. All checkboxes for hoerbert.app must be selected as permission. 
  5. If necessary, click on the edit lock and set the checkboxes.
  6. Close the window and test again if the card is now writable.

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

The hörbert software won’t install

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

If you experience issues during installation, please contact our service team via the contact form.

Note

If you have a hörbert model with a rotary knob for switching on/off (Model 2021) and you’ve already installed the Butterfly firmware, you no longer need the hörbert software to load new audio files onto the memory card.
You can simply copy the files into the designated folders 0 through 8: 0 = dark purple, 1 = red, 2 = dark blue, 3 = light green, 4 = yellow, 5 = dove blue, 6 = light blue, 7 = orange, 8 = dark green.

Playback order is determined by numbering the file names accordingly. Example:
1_TitleName
2_TitleName
and so on.

Click here for the Butterfly firmware update

Still have a hörbert with a toggle switch (Model 2011)? You can have your hörbert upgraded by us or use our DIY Kit to upgrade it yourself.

Upgrade by HMC
Upgrade DIY Kit

Other

Your question wasn't listed?
Then please write to us about your request, preferably with detailed information about the issue, using the contact form.

hörbert 2011 no longer plays

  1. Before turning on hörbert, please turn the volume knob all the way up. If you now hold your ear to the speaker at full volume and turn it on: do you hear a very faint rhythmic chirping? This would be a sign that the power supply is okay, but that there is something wrong with the content of the memory card.

  2. Are the batteries empty? Please insert a completely new set of 4 identical batteries from the same pack.
    Even if you have already done so, please replace the batteries with new ones. Sometimes an old or empty cell sneaks in, this has happened before. Sometimes the cells are already empty from the supermarket purchase and you are unlucky to get bad quality.

    Tip: The batteries can be easily removed by threading a thin string or ribbon through and lifting each battery one by one. Please hold the battery firmly on top.

    Please also do the following when changing the batteries: 

    • Please take two photos of the inside of your device (one with batteries inserted and one without).
    • Are the batteries making contact? Please remove the batteries and gently press together the two ends of all metallic battery clips with thumb and forefinger. Even if the batteries were very tight before, it is possible that a fall or impact, or when changing the batteries, may have slightly bent the clips, causing the contact with the batteries to be in the wrong place. 

  3. Warning: This tip does not apply to the Bluetooth model of hörbert 2011. For devices with a built-in Bluetooth module, please do not shake the switch!
    Lastly, it may be due to excess grease in the toggle switch, which sometimes accumulates in the wrong place even after a long time. Please switch on and off at least 50 times as quickly and as forcefully as you can, VERY quickly and forcefully, the switch can handle this. We deliberately chose a slightly oversized switch that can withstand playing children's hands. Due to the manual heat development, the grease has a chance to vaporize and the problem should be fixed.

  4. Are you still using our original memory card? Or have you now switched to your own card? In the latter case, please test with our original card. Have you recorded on the card and then hörbert stopped playing?

    • Do you have a hörbert with built-in automatic shutdown? If yes, is exactly ONE playing time selected there, i.e., one of the switches No. 1-6 on the glockenspiel activated? Only then can hörbert function properly.

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

  6. Please check if the memory card is properly seated in the SD card slot. If all our tips are of no use, we kindly ask you to send us the aforementioned photos of the inside of your hörbert. Each photo may be a maximum of 2 MB in size.

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

Electronic kit

You built your own music box with our electronic kit, but unfortunately, it doesn't play now?

Please try the following solutions:
  1. Did you format the memory 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. Did you insert the cable to the rotary encoder correctly?
    It should look like this:

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


    Microphone cable

    In the original hörbert, it looks like this when finished:
  3. Are the batteries possibly depleted?

    To test, please use a completely new set of 4 identical batteries from the same pack.
    Please insert new batteries even if you have already done so once. Sometimes an old or empty cell sneaks in between, it has happened more often before. Sometimes the cells are already empty from purchase in the supermarket, and you have the misfortune of getting poor quality. 
    Tip: Removing the batteries is very easy if you thread a thin string or ribbon through them and lift each battery one by one. Please hold the battery securely at the top while doing this. 

  4. Do the batteries make contact?

    To check this, remove the batteries and gently squeeze together the two ends of all the metallic battery clips with your thumb and forefinger. Even if the batteries were sitting very tight before, it may be that through a drop or knock, or when changing batteries, the clips were slightly bent, causing the contact to the batteries not to be in the right place. 

If the solution was not found here, please write to our service team via the contact form.

Spare Parts

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

If you cannot find a needed part there, please write to us about your request via our contact form.

Upgrade for the hörbert Model 2011:

If you want to equip your hörbert with new functions such as Bluetooth, Internet radio, sleep timer, recording functions, pause function, etc., we offer you the 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/

Spare Parts

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

If you can’t find the part you need there, please contact us via our contact form.

Upgrades
USB-C Upgrade

With this DIY upgrade kit, you can equip your hörbert (model from October 2021 onwards) with USB-C power supply and an integrated charging compartment for 4 NiMH rechargeable batteries (batteries, USB power adapter, and USB-C cable not included). This makes your hörbert even more versatile – run it either via mains power or with rechargeable 1.2V batteries!


USB-C Upgrade with installation service by HMC
USB-C Upgrade DIY Kit for hörbert

More information about the USB-C port:

BLOG article about the USB-C port

Feature request for hörbert

Do you have a specific feature that you wish hörbert should offer? Please write us your requirements. Thank you.

Request for Cable Headphones

Currently, it is not yet possible to operate hörbert with cable 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 concrete plans for implementation in 2023. Extensive testing for approval with cable headphones will also be required at that time.

hörbert can already be paired with Bluetooth headphones. Their advantage is that they do not pose a risk of tripping or strangulation. Furthermore, hörbert does not require a socket for this purpose. Sockets are prone to damage. Therefore, we generally recommend the use of wireless headphones.

Is it possible to make hörbert louder/softer?

For some situations, such as outdoors at the daycare, on a hiking day, in the gym, for hearing impairments, etc., it is good if hörbert can be made somewhat louder. However, we would like to point out that hörbert's limits in the factory settings do not exceed the 85 dB limit allowed for children - even in "forte" mode. If you increase the volume of hörbert, you do so at your own risk, and the use of hörbert by children requires supervision by an adult.

Sometimes hörbert is also supposed to be very quiet, for example when used while traveling with more people, but headphones should be avoided.

There are the following ways to adjust the volume of hörbert louder/softer:
  1. Check if your hörbert is in "forte" = Loud or "piano" = Quiet mode:
    • Turn on hörbert, wait until it starts playing.
    • Press the small SET button inside. hörbert will mute.
    • Press the light blue button on the far left in the bottom row.
    • If you hear a single high-pitched signal tone, hörbert is now in "forte" mode, i.e., set to loud. If you press the SET button inside again, the Forte mode is saved.
    • If you hear two lower signal tones, hörbert is in "piano" mode, if you press the SET button inside again to save it.

  2. You can adjust the volume of the content louder when you reload the memory card via the hörbert software, here‘s how:
    • Start the hörbert software from Version 3.x and read the memory card.
    • Go to "Extras" -> "Advanced functions" in the software menu at the top.
    • Here you have the option to choose the following: "Upload files louder or softer" "Increase volume to the limit"

  3. There is another way to adjust the existing volume limit of hörbert in general louder - even above 85 dB - or even softer. This works through a change in the Playlist Language = PlaLa, which is stored in a small file called "index.m3u". Please write your request to our service team so that we can send you the corresponding file and the necessary instructions on how to incorporate the changes in your hörbert.

Is there an electronics kit available?

Yes, our kit for creative and crafty minds who want to implement their own housing idea is available here through our online shop:
https://www.hoerbert.com/kaufen/hoerbert-elektronikbausatz-mit-bluetooth-wifi-und-mikrofon/

There are also additional documents and instructions available 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?
Then please write us your concern, ideally with detailed information about the problem, using the contact form.

Where do I find free audio content for hörbert?

None of the options above apply to your concern?
Then please write to us about your concern, preferably with detailed information about the problem, using the contact form.

Inquiry regarding barrier-free hörbert

We offer hörbert with three or eleven buttons also as barrier-free models with a USB port and, optionally, with an external jack for connecting up to two external control buttons, such as Jelly Buttons. You can find more details on our product pages.

In our manual for the barrier-free hörbert with three or eleven buttons, you’ll find further information. If your question isn’t answered there or if you’d like personal advice, please contact us via the contact form. We’ll be happy to help.

I installed the USB-C kit, my batteries are fully charged, but hörbert does not start in battery-powered mode.

For your hörbert to recognize that it has a USB-C port with charging circuitry and to start up properly when the batteries are recharged, it must be running the latest "Butterfly" firmware. Learn how to update your hörbert's firmware here: Firmware Update

Were the batteries charged for a sufficient amount of time? If rechargeable batteries are placed in the separate battery compartment and hörbert is plugged into a power outlet, the orange LED on the small internal power board should blink. A full charging cycle takes at least 6 hours. The LED will turn off when the batteries are fully charged.
Note: The LED will stay on continuously if no batteries are inserted and hörbert is powered via the USB-C port.

My batteries don’t seem to fit properly in the battery compartment or they keep slipping out.

Please check whether the batteries have been inserted in the correct orientation. Sometimes batteries have a slightly smooth surface, which may cause them to slip out or move slightly in the compartment when shaken. You can fix this by securing the batteries with a piece of tape placed across the black tabs in the center of the battery compartment, as shown in the photo.

My hörbert does not charge the batteries in the compartment; the orange LED does not blink.

If the orange LED blinks briefly once when hörbert is connected to a power outlet and then turns off, this indicates that the batteries are already fully charged. If hörbert still doesn’t turn on in battery-powered mode, please refer to our answer under “I installed the USB-C kit, my batteries are fully charged, but hörbert does not start in battery-powered mode.”

My hörbert does not play, whether it's running on batteries or connected to a power outlet via USB-C cable.

Please try the following solution first:

  • If a USB cable is currently plugged into hörbert, unplug it.
  • Remove one battery cell.
  • Wait 30 seconds
  • Then reinsert the battery cell.

The SET LED should now blink green once, and hörbert should start again.

If that doesn’t help:

Please follow these steps to check whether hörbert has a general playback issue or if the USB-C connection is the problem:
Carefully pull the black connector (1) upward from the last battery slot on the main board with a bit of force. This disconnects the USB power connection from the main board.



Now insert your rechargeable or regular AA batteries into the metallic battery clips directly on the main board. Turn on hörbert to test it. If it plays now, the issue lies with the USB power supply.

Then remove the batteries again from the clips on the main board. Plug the black connector back into its socket on the main board and make sure it is firmly seated. Also check that connectors 2 to 4 on the power board are properly connected.

If hörbert still does not play when plugged into the power outlet, please contact us via the contact form.

Batteries slip out of the charging compartment

Please check whether the batteries have been inserted in the correct orientation. Note: Always wait 30 seconds after removing batteries before inserting new ones into the compartment.

Sometimes batteries have a slightly smooth surface, which may cause them to slip out, or they may have some wiggle room in the compartment during movement or vibrations. You can fix this by securing the batteries with a piece of tape placed across the black tabs in the center of the battery compartment, as shown in the photo.

Mains operation via power outlet – without batteries – does not work

If there are no batteries inserted and hörbert is connected to a power outlet via USB-C cable but does not play:

Please check that all USB power supply cables are properly connected:

  • The black connector (1) on the white flat cable, which is plugged into the main board and prevents batteries from being inserted there.
  • The gray, slightly larger connector (2) at the other end of the white flat cable, which is plugged into the power supply board. The flat cable should run downward from the bottom of the connector.
  • Are the two small white connectors (3 and 4) above it firmly in place?


If NO batteries are inserted, the orange LED must stay on continuously when hörbert is plugged into the socket.

If the LED does not light up at all, there is an issue with the USB-C connection, and hörbert will need to be sent to us. Please contact us via the contact form and include your order number. Also send us a photo of the inside of your hörbert for remote diagnosis.

hörbert does not start, even though the batteries are fully charged

It’s possible that residual power in some components is preventing a cold start.

Please try the following solution:

  • If a USB cable is currently plugged into hörbert, unplug it.
  • Remove one battery cell.
  • Wait 30 seconds.
  • Then reinsert the battery cell.

The SET LED should now blink green once, and hörbert should be able to start again.

If this doesn’t help, please check that all cable connections for the USB power supply are properly and firmly in place.

Also refer to the solution under “Mains operation via power outlet – without batteries – does not work.”

What is the Browser Set Mode?

The Browser Set Mode is a web-based interface for hörbert that allows you to configure all settings and add or delete individual songs from playlists. It also lets you conveniently add internet radio URLs via keyword search.

The Browser Set Mode is available only for the hörbert model with a rotary knob for switching on/off (from October 2021 onward). Additionally, the Butterfly firmware must be installed on hörbert. Firmware update to Butterfly

I can't connect to hörbert's Wi-Fi to open the Browser Set Mode

  1. Is your hörbert already running the new Butterfly firmware? This is a prerequisite for hörbert to create its own Wi-Fi network when it is switched on and the SET button inside is pressed once.
  2. If your hörbert is an older model (e.g. purchased from our shop before mid-November 2024), the new firmware still needs to be installed — if that hasn’t been done yet. You can find everything about the firmware update here: https://www.hoerbert.com/firmware/

    After the firmware update, follow these steps:
    • Turn hörbert on.
    • Then press the SET button inside.
    • Open the settings on your phone/tablet/computer and go to the Wi-Fi menu.
    • You will now see hörbert listed as a Wi-Fi network. Connect to the hörbert Wi-Fi. The password is: hoerbert
    • Now open a web browser on your device, e.g. Safari, Firefox, Chrome...

    Then type http://hoerbert.local into the address bar. The Browser Set Mode interface of hörbert will open.

    Also see our video: https://www.youtube.com/watch?v=IQrVnUcS-YU

I can’t open the Browser Set Mode in my web browser

To open the Browser Set Mode in a web browser, you first need to connect your device (smartphone/tablet/computer) to hörbert’s Wi-Fi. Here’s how:

  • Turn hörbert on.
  • Press the SET button inside.
  • On your phone/tablet/computer, go to the Wi-Fi settings menu.
  • You should now see hörbert listed as an available Wi-Fi network. Connect to the hörbert Wi-Fi. The password is: hoerbert
  • Now open a web browser on your device, such as Safari, Firefox, Chrome...
    Type http://hoerbert.local in the address bar.
    The Browser Set Mode interface should now appear:
  • Also see our video guide:
    https://www.youtube.com/watch?v=IQrVnUcS-YU

If this doesn’t work or doesn’t work immediately, it may be due to the following reasons:
Phones, tablets, or computers automatically check whether an internet connection is available through a Wi-Fi network. That’s why you may see different messages for hörbert’s Wi-Fi like “limited connectivity,” “weak connection,” or “no internet access.”

The reason is that hörbert’s Wi-Fi only connects you to hörbert itself — not to the internet. Since no internet connection is needed for communication with hörbert, these messages can be misleading.

Android:
On Android devices, the hörbert page sometimes doesn’t load immediately. You may see an error message such as:


When connecting to hörbert’s Wi-Fi, Android sometimes displays a message — sometimes hidden in the background — indicating that the connection is limited or poor.
It will then ask whether you want to stay connected:


Confirm this with “Yes” and check the box “Don’t ask again for this network.” Then go back to your browser and click “Reload.”

iPhone:

iPhones may display a warning saying “No internet connection” for the hörbert Wi-Fi. This does not affect the connection to hörbert itself, so you can safely ignore this message.

Sometimes it also helps to completely close the browser, reopen it, and re-enter the address http://hoerbert.local.

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