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Welcome to
the Andrea Electronics, IBM customer support page
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At Andrea Electronics,
we strive to get you the answers you need, when you need them.
If you don't find
the answers you need, you can:
- E-mail
support with your question
- Call us at:
631-719-1800 (toll call)
between 8:30-5:30 (EST) Monday through Friday
- If you have
questions regarding IBM ViaVoice, please click here
for IBM customer support.
- Previously
provided international 800 numbers are no longer in effect.
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FREQUENTLY
ASKED QUESTIONS
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FREQUENTLY
ASKED QUESTIONS -
APPLE
COMPUTERS
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| FREQUENTLY
ASKED QUESTIONS |
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When
do we know when the APS-100 is needed on a desktop and with what
headset models? - The APS-100 should be used with ANC products
only, it is a power source for the microphone when the sound card
is inadequate. Any computer bought since 1999 does not need an APS-100
with ANC products. Older computers that are not SoundBlaster compatible
may need the APS-100.
Can I use an APS-100 instead of a T-100 ThinkPad
adapter? - Yes, older IBM ThinkPad computers with the metal
ring around the mic input jack can use the APS-100.
How
should I position the microphone? - The mic should be set at approximately
1-2 inches from your mouth and just below the lower lip.
When I do a sound check the green line is moving
from the sound recorder box but when I playback I hear static and
a hum. - Check your record volume and sample rate. The default
sample rate in sound recorder is 22,050 Hz, 8-bit mono. At this setting,
recordings will be noisy and distorted. At the very least change the
sample rate to 22,050 Hz 16-bit mono. To change Sound Recorder sample
rates: In Sound Recorder select File, Properties, set the desired
sample rate, and click on "Convert Now".
Which IBM ThinkPad models require the T-100 ThinkPad
Adapter? - Older models like the 760 E, ED, and XD with the metal
ring around the mic input. Newer models like the A20 and T21 series
have adopted the standard PC convention so no T100 adapter is needed.
However just as on the PC, ANC products must use the included "Converter
Plug" (P-100 SoundBlaster Adapter). If your IBM ThinkPad does
not possess a metal ring, you do not need a T-100 ThinkPad Adapter.
T-100 Adapters cannot be used with a desktop computer.
What is the warranty period on my Andrea Electronics
headset or accessory? - For all Andrea Electronics products obtained
through the purchase of IBM software, a two year limited warranty
from date of purchase is in effect. Please see warranty section for
complete details.
Is a ThinkPad adapter only needed if the mic porthole
has silver around it? - Yes, the IBM laptops with a metal ring
combine the mic input and line input into a single jack.
Would
the APS-100 work in any case or just if there is no silver around
the mic porthole? - The APS-100 can be used with any IBM ThinkPad
but if you have a metal ring around the mic port the T-100 is a
cheaper solution and does not require batteries as does the APS-100.
How do I know if I need a T-100 or APS-100?
- If you own an IBM ThinkPad possessing a metal ring around the
mic port you will definitely need the T-100. All other IBM ThinkPad
models would utilize the APS-100. The APS-100 is not required for
all IBM ThinkPads. To determine whether the additional power supplied
by the APS-100 is required, follow the mic setup procedures in this
FAQ section. If you are successful in making a sample mic recording
then your sound card is adequate and you do not require an APS-100.
What is the signal adapter used for? - The
signal adapter is an attenuator for the microphone input, and will
reduce the signal passing through it. The signal adapter should
not be used unless the microphone input level is too high even with
the microphone volume all the way down. It should not be used on
the speaker output lines as it will significantly lower your speaker
volume. Your software will usually prompt you when a signal adapter
(S-100) is needed.
I've followed the USB installation procedures
correctly, and verified the drivers are installed but cannot record
using my microphone in Microsoft Sound Recorder or another sound
application.
a) Now that
you have an additional sound input device (your existing sound card
is one) you may need to select which device will be used. To change
between sound card and USB microphone input:
- Click Start, Settings, Control Panel, and run (double click)
the "Multimedia application".
- Select the "Audio" Tab if not already selected. ·
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- In the "Recording Section click on the drop down box for
"Preferred device:" Select "USB Audio Device"
to select your Andrea USB microphone as the input device.
b) The microphone record level may be too low or muted.
- Click Start, Settings, Control Panel, and run (double click)
the "Multimedia application".
- Select the "Audio" Tab if not already selected.
- In the "Recording" Section click on the microphone
with slider button.
- Verify the mute box is unchecked.
- Adjust the record slider up if needed to increase the record
level.
Which of your products are certified with IBM?
- We are as of 4/2001:
IBM ViaVoice tested and compatible with:
- PC Systems:
NC-8, NC-12, NC-50, NC-60, NC-61, NC-80, NC-110K, NC-105, NC-110A,
NC-110B, NC-1212, ANC-100, ANC-200, ANC-300*, ANC-500, ANC-600,
ANC700, and DA-400*, NC-7100
- Apple Systems:
NC-71 and NC-7100
* For low noise
environments
What
size plugs are on Andrea Headsets? - All Andrea Headsets have
3.5mm plugs (1/8"). All are compatible with PC's. There is
a special Apple PlainTalk microphone interface that requires a longer
plug, and uses a line input level instead of a mic level input.
The NC-71 is specially made for Apple computers with this input.
We also have USB connections for mic input only on the NC-7100 and
the USB Adapter.
I bought a new headset and my recognition accuracy
went down. What is wrong? - Every time you change microphones
you must rerun the Audio setup wizard to set your microphone level,
then re-train to get optimum performance. This is needed even when
replacing a headset of the same model.
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| WINDOWS
95/98 MICROPHONE INSTRUCTIONS
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| How
to properly adjust the various microphone-related parameters provided
under Windows 95 and Windows 98.
Opening
the Volume and Recording Control
Tip: To open the Volume Control window, double click the speaker
icon on the taskbar. If the speaker icon is not visible on the taskbar,
select Start/Programs/Accessories/Multimedia/Volume Control.
- Open
Volume Control and position it in the upper half of your desktop.
Select Options/Properties. In the Adjust Volume For box select
Playback. In the Show the Following Volume Controls box make sure
every item is checked. All may not be visible, so scroll down
to end of list. Click the OK button.
- Now,
open a second Volume Control. Select Options/Properties. In the
Adjust Volume For box select Recording. In the Show the Following
Volume Controls box make sure every item is checked. Click the
OK button.
- Click
Options on the menu and make sure Advanced Controls is checked.
Some soundcards do not support the Advanced Control features in
which case this option will not be available.
Setting the Volume Control
Select the Volume Control window and set all volume controls to
about 80 percent. Set all balance controls to the middle. Make sure
that the Volume Control's Mute All box and the Wave's Mute box are
not checked. Although it may at first seem strange, make sure the
microphone's Mute box is checked in order not to route the microphone's
input directly to the multimedia speakers. Mute the other boxes
as appropriate for your voice-computing applications.
Setting
the Recording Control
Select the Recording Control window and make sure the select box
for Microphone is checked. If supported by your sound hardware,
click the Advanced button and enable or disable AGC as desired.
If you are not sure whether to enable or disable AGC, try it both
ways to see which works best with your voice-computing applications.
Testing
the Microphone
If you would like, you can see if your microphone is working properly
by making a recording. This can be done by selecting: Start/Programs/Accessories/Multimedia/Sound
Recorder. If you are unable to record through your microphone, check
to ensure that you have carefully completed the instructions above.
If you continue to have difficulties, check the Troubleshooting
section of your documentation.
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| FREQUENTLY
ASKED QUESTIONS - APPLE
COMPUTERS |
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The
Andrea USB microphone is working, but I cannot hear from the headset
speaker(s).The Andrea NC-7100 and Andrea USB adapters use USB
for microphone input, but use your computer's internal sound output
capability to drive the headset speaker(s). The short jumper cable
must be connected from the computer to the Andrea USB adapter module.
The publication included with the Andrea product shows how to correctly
connect this cable.
I've followed the install procedure correctly,
and verified the drivers are installed but cannot record using my
microphone in a sound application.
- Now
that you have an additional sound input device (your existing
sound card is one) you may need to select which device will be
used. To change between sound card and USB microphone input use
the Sound Control Panel to select USB Audio.
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The microphone record level may be too low or muted
Verify the mute box is unchecked
Adjust the record slider up if needed to increase the record level
Can
I use my USB microphone with a non-Apple hub or USB card? - To
determine compatibility do the following:
- Plug the microphone into the non-Apple hub or USB card.
- Click on the Apple Icon and select 'Apple System Profiler'
- Select the 'Devices and Volumes' tab. Look for the USB line
for the device you are plugged into and follow it to the right
of the display. There should be an audio device listed. If not,
then there could be a hardware problem with his non-Apple USB
port.
- Hardware problems could be due to your computer firmware needing
an update, or not having the latest drivers from your non-Apple
product. Check the Apple site for any firmware updates, and OS
updates for USB Audio and information on trouble shooting USB
problems.
I have an Apple PlainTalk microphone input on
my computer; will the NC-71 work with it? - Yes, the NC-71 is
specially made for the PlainTalk interface.
Why is the NC-7100 not compatible with the CUBE?
- IBM ViaVoice for Mac that ships with our NC-7100 USB headset will
not work with a G4 Cube or G4 dual machine. This is an IBM limitation
and has nothing to do with our headset. Our NC-7100 and USB headset
does work with the G4 Cube for Internet telephony or other audio applications.
However Apple "separable items" is not installed out of
the box on the Cube.
I cannot plug the jumper cable into the speaker
jack of my Apple PowerMac G4, what do I do? - For 733MHz G4 machines
with digital audio, the NC-7100 plugs into the headphone jack, not
the speaker jack as indicated in the instructions. This model computer
uses digital audio for speaker output and uses a smaller jack than
analog speaker jacks to prevent damage to analog speakers and headsets.
My PowerBook G4 titanium does not have a speaker
jack, what do I do? - Plug the jumper cable into the headphone
jack.
Is
it possible our NC-71 has a compatibility issue with certain versions
of Via Voice for Mac? - No, but there is a compatibility issue
with the computer it is used on. Without a mic input port, it obviously
cannot work.
Which Macs require the USB mic? - All iBooks
and iMacs of 350MHz (Released Summer 2000) and above no longer have
mic input ports, so they need a USB mic like the NC-7100.
As a reminder: ViaVoice Millennium for the Mac is an older
version (1999). It comes with a NC-71. The latest version is ViaVoice
for the Mac Enhanced Edition, and comes with an NC-7100 USB.
It requires OS 9.0.4 or later for correct operation.
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| Installation
procedure for USB products NC-7100 and USB Adapter on Apple Mac OS
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Overview:
This
procedure is for Mac OS9, Version 9.0.4 or later. When first plugging
in your new Andrea USB device, your computer will automatically find
and install the correct drivers for your Andrea product.
The Andrea NC-7100
and USB Adapter are USB microphone input devices. They do not provide
USB audio output. Instead, they use your computers internal sound
output capabilities.
USB audio input
and USB audio output are available on the Andrea NC-7200 and the
USB2000 Adapter.
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Detailed
Procedure:
Start
your computer without your new USB device attached. Allow it to complete
its startup.
Insert the USB
device into an available USB port, preferably directly into the
computer or Apple supplied USB keyboard, not into a hub (not all
add-on devices are fully USB compliant)
Check the operating
system version
Click on Apple Icon (Apple Menu) in the top left hand corner of
display.
Click on 'About This Computer' in the Apple menu.
A window will open displaying the version of the operating system.
(Should be Mac OS 9.0.4 or later)
If yes, go to next step. If not go to www.apple.com
and download the latest update (to 9.1)
Close window
Check that your
computer has detected the USB microphone
Click on the Apple Icon; go to 'Control Panels' in the Apple Menu
and click on 'Sound'.
Once the 'Sound Menu' appears on the display, click on the 'Apple
Icon' again to open the Apple menu and click on 'About Sound'.
A window should open with the version of the sound file. (Should
read 8.5.1 or later). Click OK.
If yes go to next step. If not go to www.apple.com
and download (the update to OS 9.1 as this will also update your
sound program).
With the 'Sound Window' still open on the display, click on the
'Input' tab.
In the 'Input' window there should be two columns, the left column
shows the name of the input devices, and the right column is the
description of the devices.
There should be at least two listings for 'External Microphones'.
Click on the 'External Microphone' that has the description 'USB
Audio'.
In that same window there should be a box to check signal level,
click on it.
While talking at a normal level into the microphone adjust the 'Gain'
slide bar to set the volume for the mic.
The level indicator should just about reach the yellow bars.
To make sure the microphone is ready to record click on the 'Alerts'
tab in the 'Sound' window and click on the 'New Sound' button to
the right of the window.
Press record, record a short phrase, then press stop. You should
hear what you just recorded.
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Notes:
If
after correctly installing the USB device when plugged directly
into the computer USB port you can then try moving it to another.
The required USB drivers are provided with the Mac operating system
and are not supported by Andrea Electronics.
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