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. Ensure that the receivers are firmly connected. Watch our short videos to see how it is done.
How to separate Click Mould from the receiver

Separating the Click Mould from the receiver

  • Remove the filter from the Click Mould
  • Use the removal tool to separate the Click Mould from the receiver
  • Note: miniReceiver 2.0 has an additional HF Filter in the Click Mould
Cleaning accessories for Click Mould

Cleaning the Click Mould

  • Separate the Click Mould from the receiver (see video above)
  • Use a dry, soft cloth or a tissue to gently wipe away any earwax or debris form the Click Mould
  • 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 Click Mould (never the hearing aid or the receiver) in the soapy water and let it soak for a few minutes
  • Use a Click Mould cleaning brush or a soft brush to gently remove any remaining debris, especially from the openings
  • After cleaning, rinse the Click Mould under running water to ensure all soap is removed
  • Gently shake out the water droplets
  • Let the Click Mould air dry completely, ideally overnight, before reattaching to the hearing aid
  • Suggestion: Clean the Click Mould ideally once a week or as needed if you notice any buildup
How to exchange miniReceiver 2.0
How to exchange miniReceiver 3.0

Receiver cable

  • Caution: The receiver is an electrical component of the hearing aid; keep the cable in optimal condition and avoid bending it to prevent breakage
  • Check that the receiver cable is not broken in any part
  • If it is damaged the receiver can be changed by you or your hearing care professional
  • Identify the receiver corresponding to your hearing aid (miniReceiver 2.0: cable emits from the end of the receiver, or miniReceiver 3.0: cable emits from the side of the receiver) and follow the instructions in the relevant video
Example of microphone openings on hearing aids

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
  • Turn up the volume 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
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