Troubleshooting

If your hearing aids aren't performing the way they should, try these common troubleshooting tips. If issues persist, reach out to your hearing professional.

Hearing aid performance

Possible causes Solutions
Possible CauseDepleted battery or 'dead' battery SolutionReplace the battery
Possible CauseDepleted battery or 'dead' battery SolutionUse Self Check if paired to your smartphone
Possible CauseThe receiver tube may be blocked SolutionRemove blockage and clean
Possible CauseThe Hear Clear wax guard is blocked with earwax SolutionReplace the Hear Clear wax guard
Possible CauseThe instrument may be damaged or defective SolutionSee your hearing professional

Possible causes Solutions
Possible CauseDepleted battery or 'dead' battery SolutionReplace the battery
Possible CauseThe receiver tube may be blocked SolutionRemove blockage and clean
Possible CauseThe Hear Clear wax guard is blocked with earwax SolutionReplace the Hear Clear wax guard
Possible CauseDebris buildup SolutionClean both microphone and receiver with brush
Possible CauseYour hearing has changed SolutionSee your hearing professional

Possible causes Solutions
Possible CauseThe battery may be running low SolutionReplace the battery
Possible CauseDebris buildup on push button/user control SolutionClean push button/user control with brush

Possible causes Solutions
Possible CauseThe battery may be running low SolutionReplace the battery
Possible CauseThe Hear Clear wax guard is blocked with earwax SolutionReplace the Hear Clear wax guard
Possible CauseThe instrument may be damaged or defective SolutionSee your hearing professional

Hearing Aid Charger

Possible causes Solutions
Possible CauseIncorrect hearing aid orientation SolutionReposition your hearing aids in the charging port/post
Possible CauseDepleted onboard battery SolutionConnect power supply cord to charger and plug it into the wall. The on-board battery LEDs will turn on for a few seconds to indicate connection to the power source. If they do not, contact your hearing professional.

Possible causes Solutions
Possible CauseFault occurred SolutionRemove your hearing aids from the charging port/post, wait until the LED turns off, then reinsert. If the red blinking LED persists, contact your hearing professional.

Possible causes Solutions
Possible CauseOn-board battery save mode SolutionTo illuminate LEDs, remove hearing aid from its charging port/post for three seconds, then reinsert it. LEDs will remain illuminated for 10 seconds.

Possible causes Solutions
Possible CauseDepleted onboard battery SolutionYour charger’s on-board battery may be fully depleted. Apply external power to your charger. If you do not have the cord, push and hold the hearing aid’s user control for three seconds to turn it off.

TV Streamer

Possible causes Solutions
Possible CauseHearing aids may be out of wireless range SolutionMove closer to TV streamer
Possible CauseBattery level in hearing aid can no longer support audio streaming SolutionReplace hearing aid battery
Possible CauseTV streamer may not be positioned for optimal streaming SolutionReposition the TV streamer a few degrees to right or left
Possible CauseLarge object, such as wall or furniture may be degrading signal SolutionHearing aids should be within line-of-sight of TV streamer

Possible causes Solutions
Possible CauseHearing aids are not within wireless range SolutionMove closer to TV streamer
Possible CauseAudio stream needs to be manually started to be heard in hearing aids SolutionManually start audio stream via the Thrive Hearing Control app, remote, or hearing aid user control
Possible CauseHearing aids are not paired with TV streamer SolutionPair your hearing aids with the TV streamer

Possible causes Solutions
Possible CauseAudio cable may be connected to 'Audio IN' on electronic audio source SolutionEnsure cable is plugged into 'Audio OUT' jack on electronic audio source
Possible CauseNo incoming audio signal available SolutionTurn on electronic audio source
Possible CauseElectronic audio source output is not correct format SolutionSet digital output on electronic audio source to PCM or Dolby Audio

Possible causes Solutions
Possible CausePossible error condition SolutionRemove power adapter from jack A. Wait 5 seconds and reinsert power adapter.

Possible causes Solutions
Possible CauseNew televisions (HDTVs) take extra time to process the video signal. This may delay the audio to maintain synchronization Solution*Use another audio output jack on your TV
*Use another electronic audio source
*Some electronic sources allow you to adjust the timing sequence of audio and video

Remote Control

Possible causes Solutions
Possible CauseRemote is in locked state SolutionMove lower switch from LOCK (right) to Unlock (left) position

Possible causes Solutions
Possible CauseAfter moving switch to Unlock position, it may take a brief time to wirelessly 'locate' hearing aids SolutionWait for a second after unlocking before pressing a button
Possible CauseHearing aids are not paired with the Remote SolutionPerform pairing process with your hearing aids and Remote
Possible CauseBattery level in hearing aid can no longer support wireless activity SolutionInstall new hearing aid battery

Possible causes Solutions
Possible CauseLess then two hearing aids were found during pairing process SolutionDuring pairing process, make sure both hearing aids are available

Possible causes Solutions
Possible CauseEar selection switch is in the left or right position SolutionMove ear selection switch to center (both) position

Remote Microphone Plus

Possible causes Solutions
Possible CauseHearing aids may be on the edge of wireless range SolutionMove closer to Remote Microphone Plus
Possible CauseBattery level in hearing aid can no longer support audio streaming Solution*Replace hearing aid battery with new one
*Recharge your hearing aid, if applicable
Possible CauseLarge object, such as furniture or a wall, may be degrading signal SolutionFor best performance, your hearing aids should be within line-of-sight of Remote Microphone Plus
Possible CauseWireless connection with Remote Mic Plus was lost SolutionTo restart the audio stream, follow steps in the Start/Stop Audio Streaming section

Possible causes Solutions
Possible CauseLow battery level in Remote Microphone Plus SolutionRecharge Remote Microphone Plus
Possible CauseVolume of audio source is not optimal SolutionAdjust volume level of audio source until better sound quality is achieved
Possible CauseBluetooth Mode: Bluetooth device may be on the edge of wireless range SolutionMove Bluetooth device closer to Remote Microphone Plus

Possible causes Solutions
Possible CauseLoop Mode: Remote Microphone Plus may not be positioned for optimal streaming SolutionRe-orient Remote Microphone Plus into a vertical position

Possible causes Solutions
Possible CauseVolume streamed from Remote Microphone Plus to hearing aid not optimal SolutionPress volume + or - button on Remote Microphone Plus
Possible CauseVolume of audio source is not optimal SolutionAdjust volume level of audio source until better sound quality is achieved

Possible causes Solutions
Possible CauseRemote Microphone Plus may be too far from speaker SolutionMove Remote Microphone Plus closer to speaker’s mouth
Possible CauseRemote Microphone Plus may be covered by clothing or poorly positioned SolutionProvide clear access from Remote Microphone Plus to speaker’s voice
Possible CauseRemote Microphone Plus may be too far from your mouth SolutionMove Remote Microphone Plus closer to your mouth or speak louder

Possible causes Solutions
Possible CauseRemote Microphone Plus may be too far from your mouth SolutionMove Remote Microphone Plus closer to your mouth or speak louder

Possible causes Solutions
Possible CauseBluetooth connections with mobile phones are disabled while in Loop mode SolutionMove to another audio source. Reestablish your Bluetooth connection, if necessary

Possible causes Solutions
Possible CauseHearing aids are not ready to receive audio streams SolutionTo start the audio stream, follow steps in the Start/ Stop Audio Streaming section
Possible CauseHearing aids are not paired with Remote Microphone Plus SolutionPair your hearing aids with the Remote Microphone Plus
Possible CauseNo incoming audio signal is available Solution*Turn on the electronic audio source
*Unmute or increase volume on electronic audio source
*Ensure loop or FM system is present

Possible causes Solutions
Possible CausePossible error condition SolutionTurn off Remote Microphone Plus, wait 30 seconds, and then turn it on

Possible causes Solutions
Possible CauseSomething is absent from current audio source SolutionAttach line-in cable, attach FM receiver, or reestablish your Bluetooth connection

Possible causes Solutions
Possible CauseInput Mode LED is turned off to conserve battery power SolutionPress Input Mode button to illuminate the Input Mode LED

Possible causes Solutions
Possible CauseSomething is missing from desired input SolutionAttach line-in cable, attach FM receiver, or reestablish your Bluetooth connection

Possible causes Solutions
Possible CauseSome Bluetooth device sounds are higher priority than TV Streamer audio SolutionMove out of Bluetooth input mode on Remote Microphone Plus

Table Microphone

Possible causes Solutions
Possible CauseHearing aids may be on the edge of wireless range SolutionMove closer to Table Microphone
Possible CauseBattery level in hearing aid can no longer support audio streaming Solution*Replace hearing aid battery with a new one
*Recharge your hearingaid, if applicable
Possible CauseLarge object, such as furniture or a wall, may be degrading signal SolutionFor best performance, your hearing aids should be within line-of-sight of Table Microphone
Possible CauseWireless connection with Table Microphone was lost SolutionTo restart the audio stream, follow steps in the Start/ Stop Audio Streaming section

Possible causes Solutions
Possible CauseLow battery level in Table Microphone SolutionRecharge Table Microphone
Possible CauseVolume of audio source is not optimal SolutionAdjust volume level of audio source until better sound quality is achieved

Possible causes Solutions
Possible CauseBluetooth device may be on the edge of wireless range SolutionMove Bluetooth device closer to Table Microphone

Possible causes Solutions
Possible CauseVolume streamed from Table Microphone to hearing aid not optimal SolutionPress volume + or – button on Table Microphone

Possible causes Solutions
Possible CauseTable Microphone may be too far from speaker SolutionMove Table Microphone closer to speaker’s mouth

Possible causes Solutions
Possible CauseTable Microphone may be covered by clothing or poorly positioned SolutionProvide clear access from Table Microphone to speaker’s voice

Possible causes Solutions
Possible CauseHearing aids are not paired with Table Microphone SolutionPair your hearing aids with Table Microphone
Possible CauseNo incoming audio signal is available Solution*Turn on the electronic audio source
*Unmute or increase volume on electronic audio source

Possible causes Solutions
Possible CausePossible error condition SolutionPress power button for 8 seconds to force shutdown. Turn on as usual.

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