Man working in office

Troubleshooting

First steps to check

In many cases when the hearing aids are not working properly a thorough cleaning helps as dirt and cerumen can clog the receiver (loudspeaker). Check that the earpiece components are not blocked by earwax or damaged - these components can be cleaned or replaced. Make sure that the tubing is properly attached and not kinked.
Cleaning accessories for ear moulds

Cleaning ear mould and tube

  • Separate the tube from the earhook of the hearing aid
  • Use a dry, soft cloth or a tissue to gently wipe away any earwax or debris form the ear mould and the tube
  • Fill a small bowl with warm water (not hot) and add a few drops of mild, unscented dish soap
  • Suggestion: Ask our hearing care professional for special hearing aid cleaning supplies
  • Place only the ear mould and the tube (never the electronic part) in the soapy water and let them soak for a few minutes
  • Use an ear mould cleaning brush or a soft brush to gently remove any remaining debris, especially from the openings
  • After cleaning, rinse the ear mould and tube under running water to ensure all soap is removed
  • Gently shake out the water droplets and use an air blower to blow water out of the tube
  • Let the ear mould and tube air dry completely, ideally overnight, before reattaching to the hearing aid
  • Suggestion: Clean the ear mould an tube ideally once a week or as needed if you notice any buildup
Example of ear mould with tube

Checking the tube

  • Verify the tube has not any cracks, as tubes can become rigid and break over time
  • If you find any cracks in the tube, consult your hearing care professional to replace it
  • Suggestion: Let your hearing care professional change the tube every 4 to 6 months, or sooner if necessary
Microphone openings marked on a BTE

Additional components

  • Check those other components of the hearing aid, such as microphone openings, onboard controls, etc. are not blocked by earwax
  • Use a brush to superficially remove dirt around the slots
  • Caution: Do not insert any objects into the microphone slots or receivers of the hearing aid
  • Restart your device
  • Check settings, confirm that it is not set to mute or telecoil mode unintentionally
  • If you have multiple programs, try switching through them to see if sound returns
  • Suggestion: Ask your hearing care professional about deep cleaning services
  • Suggestion: Consider using dehumidifying equipment to remove moisture that may accumulate from daily use
  • Suggestion: Follow the instructions provided in the user guide or consult with your hearing care professional for additional information related to your hearing aids
If the previous suggestions do not resolve your issue, check the battery status.
To get a guide how to do this select your hearing aid battery type.
pile of hearing aid batteries

Disposable batteries
Examples of chargers for BTE hearing aids

Rechargeable batteries
Go to the top