Troubleshooting Guide

Below is a general troubleshooting guide for your Hearing Aid or Personal Sound Amplifier:

No sound coming from device

  • Be certain battery is attached properly (CS models)
  • Confirm the battery is charged
  • Remove any wax that may be blocking the ear tip or nozzle

Sound is muffled or garbled

  • Check that the ear tip is mounted to nozzle correctly
  • Remove any wax that may be blocking the ear tip or nozzle
  • Adjust volume setting
  • Try a different preset or environmental setting
  • If using as Bluetooth headset, be certain you are within 10 feet of the device
  • Ensure that your phone is on the same side of your body as your device (for example, if you are wearing the device on your right ear, keep your phone on your right hand side, either in pockets or in the console of your car). You want to avoid making the Bluetooth signal go "through" your body, which is a rather effective signal block.

Battery is not charging

  • For CS models, be certain the charger kit is completely assembled
  • For CS models, be certain the charger is connected to a power source (blue indicator lights)
  • For CS models, be certain battery is properly mounted to charging station (red indicator lights)
  • For CompanionCompanion & Sidekick models, be certain the charging cable is connected to a power source
  • For Companion & Sidekick models, be certain the charging cable is plugged into the Companion or Sidekick properly

Device is not pairing with, or losing Bluetooth connection with my phone

  • Be certain Bluetooth is turned on in the phone
  • Pair the device within 3 minutes of powering up the device
  • Ensure that the device is selected as active device in the phone
  • Use the device within 10 feet of phone
  • Ensure that your phone is on the same side of your body as your device (for example, if you are wearing the amplifier on your right ear, keep your phone on your right hand side, either in pockets or in the console of your car). You want to avoid making the Bluetooth signal go "through" your body, which is a rather effective signal block.

Contact us if you continue having trouble with your device