ReSound Live Assist on ReSound Smart App troubleshooting guide

Troubleshooting Problems With ReSound Live Assist On ReSound Smart App

by | Nov 11, 2020 | Patient Resources, Technology, Troubleshooting

Our lives have recently been altered, and we have all had to adapt to this ‘new normal.’ We can no longer go about our daily activities in the same way we used to.

Back in April, here at Berkeley Hearing Center, we had to think quick on our feet to adopt innovative new ways to continue to help our patients while also keeping everybody safe.

If you haven’t already heard about our TeleAudiology appointments, it’s a new service that allows our patients to see us ‘virtually’ for advice, troubleshooting problems with their hearing aids, or even making changes to the hearing aid settings remotely.

A fantastic tool that aids this ‘virtual’ service is ReSound’s Remote & Live Assist features within the Smart/Smart 3D apps.

For our patients that wear ReSound hearing aids, this is a brilliant feature that allows their audiologist to remotely adjust and fine-tune their hearing devices from the comfort of their own home.

However, in using this feature with some of our patients, we have come across a few issues that hinder the app’s functionality.

These issues are usually easily solved by following step-by-step troubleshooting instructions to ensure the hearing devices successfully connect to both the patient’s cellphone and the ReSound app.

This article has detailed a few of the most common problems we have found when using this software and how to fix them.

You can also read the Remote Assist guide here.

How Do I Connect My Hearing Aids To My iPhone?

Well, I’m glad you asked! If you are connecting your hearing aid(s) to your device for the first time, here are the steps:

  1. Make sure your hearing aids are turned off by opening the battery door. If you have the latest model Quattro rechargeable hearing aid(s), put them in their charging case.
  2. Go to the “Settings” on your phone.
  3. Be sure to make sure that Bluetooth is on.
  4. Choose “Accessibility,” which can be found within the main settings menu for iPhones.
  5. Then, within accessibility, scroll down to “Hearing Devices” and touch that. The iPhone will begin searching for your hearing aid(s).
  6. Turn your hearing aid(s) on by closing the battery door or taking them out of the charging case. This puts the aid(s) into a ‘pairing’ mode for 2 minutes.
  7. [YOUR NAME] ‘s hearing device will pop up under the “Hearing Devices” menu at the top of the screen.
  8. Touch [YOUR NAME], and your iPhone will request that you “Pair” your devices. If you only have one hearing aid, it will ask you this once, and if you have two, it will ask you a second time; always choose to pair your device(s).
  9. Wait for 2 minutes before doing anything else with your phone to allow all the necessary communication to complete between your hearing aid(s) & iPhone.

And you’re done! Your hearing aid(s) should now be appropriately paired to your iPhone.

My Hearing Aids Were Already Paired, But They Won’t Connect

You may need to delete the pairing and start over. But before you do that, try these things first:

  • Turn your Bluetooth off and then on again to see if the hearing aid(s) connect properly.
  • Power down your iPhone completely and then turn it on again. Hearing aid manufacturers recommend powering down your iPhone at least once a week to reduce connection issues. This is achieved manually using the button(s) on the side of the phone but differs by the iPhone model. You can easily search on the internet to find out how to turn off your specific iPhone model using the buttons. Also, in the latest iOS, there is an easy way to turn your phone off:
  1. Go to the “Settings” on your phone.
  2. Go to “General” and scroll down to the very bottom, and press “Shut Down.”
  3. At the top of the screen, slide the button to the right to power off the phone.

Now turn your phone back on by pressing and holding the “Power” button (which is found on the right side or the top on older iPhone models) until the white Apple logo appears on the screen. Once the logo appears, you can let go of the button.

If you’ve already tried these things, but the hearing aid(s) still won’t connect, you will have to delete the original pairing and then re-pair them again.

Here are the steps to delete the pairing:

  1. Go to the “Settings” on your phone.
  2. Choose “Accessibility,” which can be found within the main settings menu for iPhones.
  3. Scroll down to “Hearing Devices” and choose that.
  4. The hearing aids in your name will appear at the top of the screen, but it will be ‘grayed out’ and say they are not connected. Choose or press on your name.
  5. At the bottom, press “Forget Device.
  6. Now power your phone down as noted above, and let it sit for about a minute before turning it back on.
  7. Once it is back on, follow the sequence for initially pairing hearing aids for the first time (see above)

Note: In my experience, you may need to redo steps 1-7 above for the iPhone to completely remove the previous pairing before attempting to pair the hearing aid(s) again.

My Hearing Aids Are Connected To The iPhone, But I Can’t Connect To The ReSound Smart/Smart 3D App

Sometimes properly paired/connected hearing aids won’t connect to the Smart/Smart 3D app.

The simplest way to address this issue is to close the app and then reopen it.

Closing apps is particular to each iPhone model, and a simple internet search will quickly find simple tutorials (many with videos) for your specific iPhone model.

Like the problem of previously paired hearing aids not connecting to the phone, you might need to power the iPhone down.

Another issue could be that the app is somehow in the “Demo” mode. To turn off “Demo” mode:

  1. Go in the ReSound Smart/Smart 3D app.
  2. Click on the “More” tab.
  3. Turn demo mode off.

Finally, as a last resort, you may have to delete the app and then reinstall it.

To delete an app, press and hold the app icon until all of the icons begin giggling. Each icon will have an ‘x’ attached to it. By pressing the ‘x,’ you will delete the app.

Once removed, go to the App Store to download the app again.

Hearing aid troubleshooting help banner by Berkeley Hearing Center

I Have An Android Device, And I’m Having Trouble With Wireless Streaming Or Phone Calls?

It’s important to know that only specific models using the Android operating system are capable of wireless audio streaming to ReSound hearing aids.

You can go to ReSound’s website to check if your Android phone is compatible. 

Besides, phones must be running Android v10 or later. Before doing anything else, try restarting your phone. If that doesn’t work, delete the Resound Smart/Smart 3D app from your phone and reinstall it.

Then, reconnect your hearing aids IN the app. The Bluetooth pairing of ReSound hearing aids with Android phones is ALWAYS done in the app, NEVER in the phone’s Bluetooth area. 

To that end, Android phones are very ‘friendly’ and will sometimes pair in the Bluetooth area on their own. If you’re having problems pairing, check the Bluetooth area of your phone and delete any pairing of the ReSound hearing aids.

If all of those things have still not solved the problem, there are two main ways to fix it:

Method 1
  1. Go to the Resound App and click on “MORE.”
  2. Turn “Demo Mode” on, then turn it off.
  3. The app will then search for the hearing aids.
  4. Next, you will need to restart your hearing aids.
  5. If your hearing aids use batteries, open and close the battery door.
  6. If your hearing aids are rechargeable, place your hearing aids in the charger and then take them out again after 10 seconds.
  7. Wait for your hearing aids to pair and then click continue.
Method 2
  1. Go to your Resound App.
  2. Click on the “MORE” tab.
  3. Click on “Pair new hearing aids.”
  4. Next, you will need to restart your hearing aids.
  5. If your hearing aids use batteries, open and close the battery door.
  6. If your hearing aids are rechargeable, place your hearing aids in the charger and then take them out again after 10 seconds.
  7. Your phone should find the hearing aids, and then an icon saying “Found Hearing Aids” will show up.
  8. Restart your hearing aids when prompted.
  9. Wait for pairing to complete, and then click continue.

Some Helpful Troubleshooting Information

Bluetooth/Wireless Tips

  • Always check to make sure your phone’s software is up to date! You will not always get a notification when a new update is ready to be installed, to make sure to check in your settings regularly.
  • Having too many other apps running can cause issues with the connection between your hearing aids and the app, so that might not work as well or run slower.
  • Refresh your Bluetooth connection every few days! All you need to do is turn it off and then back on.
  • As noted above, make sure to restart your phone at least once a week; this gives it a chance to close unused apps and background programs.

Resound App Trouble

  • First, try closing the app and reopening it.
  • Then, if needed, restart your phone.
  • If this doesn’t help, delete the app and then download it again.
  • Turn on “Demo Mode,” and then turn it off.
  • Make sure that Bluetooth is enabled on the Smart/Smart 3D App.
  • Go to your phone Settings, and scroll down, click on the Smart/Smart 3D App. And check to make sure Bluetooth is on.

The trouble with Wireless Streaming or Phone Calls (sound shifting from one ear to the other or only coming in one ear)

  • First, try restarting your phone.
  • Reconnect your hearing aids to Bluetooth, as detailed earlier.

If you require further assistance with any of your hearing devices or applications, please do not hesitate to contact us at (510) 841-0681 or click here to schedule a Tele Audiology consultation.

We hope to hear from you soon.

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Jonathan Lipschutz Audiologist, M.S., F-AAA, Owner

Jonathan is the owner of Berkeley Hearing Center. He received his bachelor of science in hearing and speech science and a master of science in audiology from Purdue University. He is a fellow of the American Academy of Audiology and the California Academy of Audiology. Jonathan has over 20 years of audiology and hearing aid experience in both the non-profit and corporate sectors.

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