Audio Service FAQ

Do you have questions about using your hearing system or about current technologies and developments? Then you’ve come to the right place! If you do not find your question among the selection options below, simply contact our service team – and we will respond to your inquiry!

Accessories

The Smart Key cannot be paired with the hearing system. Please switch off the hearing system (open battery drawer) and wait approx. 20 seconds before switching the hearing systems back on again. The hearing system is then in pairing mode for 3 minutes. (See also guideline)
Please send in the hearing system, including the charging station.
Please check whether the insert is securely screwed into the Smart Power charging station. (Also see the video)
Please ensure that you did not hold down the P button too long.
Please check the battery.
 Please observe the prescribed scope. (see also the video)

Independent of the battery charge status, the charging process always takes 6 hours. In addition, check whether a battery is inserted or refer to the user guide.

User guide >

Follow the steps in the brief instructions.

Brief instructions >

App

Please set up the Audio Service app during Connexx programming and use the QR code indicated.
Please set up the Audio Service app during Connexx programming and use the QR code indicated.

Please use the following guideline.

App and accessory guide >

Programming

The battery compartment lid was interchanged. The left side was erroneously mounted on the right custom model and vice versa.
Please check the programming cable. A list of appropriate cables and adapters can be found via the following link.
Connect a second hearing system or use the Connexx service options.
A Mimic Fit can only be performed within or on a higher technology generation.
Please ensure that both hearing systems are set to the same Tech Level.
Hearing systems prior to the G2 generation must be programmed with Connexx 6.
Please check whether the most recent Connexx version is installed.

Technical problems

Please replace the microphone screens.

Wearer Comfort

Please send in the ear mold or custom model together with the impression and mark the problem area.

Did not find what you are looking for?

Simply contact our service team – and we will respond to your inquiry!
Your contact persons
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