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 clean an earpiece

Cleaning the earpiece

  • Use a dry soft cloth or tissue to remove any earwax that may have accumulated on the exterior of the earpiece
How to replace an earpiece and filter

Replacing the earpiece and filter

  • Clean or replace the earpiece
  • Replace the wax guard filter
  • Suggestion: Change the earpiece and filter every month, or sooner if necessary
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 hearing aids
  • 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
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