Help for Hearing Aid Questions
This page contains answers and advice to our most frequently asked questions regarding hearing aids and accessories. Most of the time when there is a problem you can do some troubleshooting at home and save a trip to our office. Of course, we’d love to see you and if you are still having issues, call us for an appointment and we’ll do our best to resolve any hearing problems you are having.
Starkey Wearers – Time to Update Your Thrive App
Starkey Hearing Technologies has announced that due to the evolving requirements from smartphone manufacturers and the sophistication of their Health Monitoring features, an updated version of the Thrive App (version 3.4.1) is necessary which requires users to have a cloud-based account to use it. If a patient already has an account, they may need to sign in again after the app updates, but no further action is needed.
This is a change in the user experience, and Starkey has taken several steps to help patients who may not have set up an account previously. See the videos below and following information to assist with account setup instruction.
If you need any further assistance, please feel free to contact our Thrive account setup support team Monday–Friday 7:00 am–7:00 pm CT: 1-800-733-2596.
Connectivity Problems? Follow the Step-by-Step Guide Below to Get Reconnected!
If your iPhone isn’t working with your hearing aid app, please make sure your settings are updated to the latest iOS version.
- Go to Settings on your phone
- Scroll to General
- Click on Software Update
It will then display a number which is your current iOS version. If your phone isn’t set up for automatic updates, you may need to click Update.
Smartphones Connection Guide
From time to time, Apple performs updates on their phones and when this happens those who have their devices paired with accessories such as hearing aids and other technology applications may find that the connectivity isn’t working as it was previously. Below are the steps you can take to reconnect your phone with your hearing aids if you are using your phone and hearing aid settings in that manner.
For Android users not challenged with the changes to Apple software, there can still be connectivity issues from time to time, in which case steps 1,2,3 at the end of these instructions will be helpful to you. At times, you may also need to delete and re-install your app if it is not working. As always, please feel free to call us at JC Audiology if your smartphone connectivity issues are not quickly resolved by these efforts. We can help you over the phone or make an appointment to meet with you to resolve connectivity problems and issues related to using your app with your hearing aids.
For iPhone User:
- Apple updated iOS software for bug fixes; your software version must be the latest version.
- To determine latest iOS version, go to Settings > General > Software Update to determine if your iPhone is operating on the update iOS version.
- Do this even if your phone is set to “Automatic Updates”
- If your iPhone is not operating on the latest version, you must manually download and install this latest software version. Once your iPhone is updated your app should operate your hearing aids properly. If not, you may need to uninstall (delete) your app and unpair your hearing aids from your phone, then reinstall the app and re-establish the pairing.
- Go to Settings > Accessibility > Hearing Devices
- Click on YOURNAME Hearing aids > scroll down and select Forget the device
- Power off your hearing devices (this can be done for those devices with batteries by simply opening the battery door; for rechargeable hearing devices, place them on the charger)
- Reboot iPhone (power off, wait one minute, and power device back on)
- Select Settings > Accessibility – MFi Hearing Devices
- Power hearing aids back on (for battery operated devices, close battery door; for rechargeable hearing aids, take them off the charging dock)
- Wait for both left and right hearing devices to appear, unless you have just one device, then select the hearing devices
- When prompted, select “Pair”; you will select “Pair” for each hearing device (once for one hearing aid, two times for two hearing aids)
- Ensure it lists the hearing devices as connected
Instructions for downloading app:
- Search for your app in the Apple Store
- Select appropriate App in search screen
- Tap “GET” to download the app to your device. Follow the screen prompts.
- Once the app is installed, open it, follow the end-user-license-agreement (EULA) instructions
- Your app should now operate your hearing aids
At times the pairing and app connectivity can take up to two minutes to respond. If not connecting in that amount of time, here are some additional steps to try:
- Check to be sure you have fresh batteries; the battery strength required to operate your hearing aids is lower than the strength required for Bluetooth connectivity, so even if you haven’t heard a low battery signal in the hearing aids, try changing the batteries.
- Stop and restart Bluetooth.
- Power down your phone, wait two minutes, then power it up again.
If you notice connectivity issues or your app doesn’t seem to be controlling your hearing devices like you are accustomed to, we are always glad to help here at JC Audiology. Fortunately, most problems disappear when the app is reset on your phone or device. However, if you are still having problems with the app, and we are closed, you can contact the manufacturer’s consumer lines which were set up for just these types of technical glitches. Here are the major manufacturers and their consumer lines; they deal with these issues on a daily basis and can guide you through any problems you may be having:
- Oticon: (855) 400-9766
- Phonak: (800) 679-4871, select #2 when you reach the menu options.
- ReSound: (888) 735-4327
- Signia: (800) 350-6093
- Starkey: (800) 328-8602, when the operator answers ask for “Consumer Customer Service”.
- Widex: (844) 497-8844
How to Maintain Your Devices at Home When Our Office Is Closed
Tips for home care if your hearing devices have stopped working or are not functioning as you expect. Most of the problems with hearing aids are solved when excessive wax is cleared from the microphone screens or the part that fits into your ear canal.
- Use AudioWipes, a dry cloth, or a tissue to clean the outside of your hearing devices. PLEASE DON’T USE ALCOHOL BASED WIPES. Mornings are a good time to do this as any wax or moist debris that may be affecting the hearing aid function will have dried out over the nighttime.
- Try changing the wax trap. This procedure is described elsewhere on this Help page (scroll down to: “Quick Guide for Changing Wax Guards.”).
- If you have earmolds, use the wire loop on your cleaning tool to remove any wax from the sound tube and the vent. Again, it is best to do this in the morning.
- Replace the dome of your hearing device (if applicable).
- When hearing devices are not in use, keep them in a dry storage container.
If problems persist, call our office at 813-851-2311 and we will arrange a telehealth appointment or a curbside service appointment.
Connecting Your Livio Hearing Aids to Your Android
If you have an android smartphone and Livio hearing aids, you can have sound that would normally come through your phone go directly into your hearing aids. To enable this technology, you’ll need to (A) pair your phone to your hearing aids, then (B) install the Thrive Hearing Control App on your phone. Here’s a step-by-step guide:
Pairing your smartphone to your hearing aids
How to enable Bluetooth handsfree streaming with your Livio HAs to your Android smartphone.
- Find your settings app
- Click on the “connections” tab
- Click on “Bluetooth”
- Now you will need to reboot your hearing aids, so
- If you have rechargeable devices please click the top button and hold for 3 seconds to shut them off.
- If you have standard batteries open the battery door to shut them off.
- Click scan at the top of your smartphone
- Then turn your hearing aids back on
- For rechargeable click the top button for one second to turn them back on
- For standard batteries just close the battery door.
- Click on “YOURNAME H/As” If you have two, select both. It may take up to 2 minutes for them to pair to your phone.
- Once they are connected it will show “YOURNAME H/As” in blue lettering.
You are all set to start streaming music, phone calls, and any other program sounds you use with your smartphone!
How to Link your Livio HAs With the Thrive Hearing Control App for Android Users
Installing the Thrive Hearing Control App
- Open the Google Play Store app. Search “Thrive Hearing Control”
- Click on the app
- Click “install”
- Click open
- Opening the Thrive Hearing Control App. Screens will appear and you will be given prompts, for which you can follow these actions:
- Check off both consent boxes
- Click “accept”
- Click “OK” on the location permission required.
- Click “allow only while using the app” for the location access notice
- Click “YOURNAME H/As” if you have two HAs be sure to click both.
- Then click connect
- Click “OK” to link thrive with “YOURNAME H/As”
- Choose “Advanced”
- Click on “Continue”
- Click “skip cloud” at the bottom of the sign in screen.
- Click next through the instructions
- At the top of the app it should show a hearing aid symbol
- Click on that symbol
- It should show both left and right devices are paired to the app.
Quick Guide for Changing Wax Guards
Insertion and Removal
- Insert the empty end of the yellow application stick into the used wax guard in the hearing device. NOTE: Push the yellow stick directly into the used Hear Clear. There is no need to twist the yellow stick.
- Pull outward on the stick to remove the used wax guard.
- Use opposite end of yellow stick to firmly insert clean wax guard into hearing device.
- Pull outward to remove the yellow stick and discard.
