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.
| Possible causes | Solutions |
|---|---|
| Possible CauseDepleted battery or 'dead' battery | SolutionReplace the battery. Watch battery replacement video. |
| Possible CauseDepleted battery or 'dead' battery | SolutionUse Self Check if paired to your smartphone |
| Possible causes | Solutions |
|---|---|
| Possible CauseDepleted battery or 'dead' battery | SolutionReplace the battery. Watch battery replacement video. |
| 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 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. Watch battery replacement video. |
| 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. Watch battery replacement video. |
| 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 CauseIncorrect hearing aid orientation | SolutionReposition your hearing aids in the charging port/post |
| Possible CauseDead battery (Premium Custom & Standard Charger Only) | 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. See Quick Start Guide |
| Possible CauseCustom & Standard Charger not plugged into external power source | SolutionConnect the power supply cord to your charger and plug into an external power source (i.e. wall outlet). The hearing aid charging LEDs will turn on for a few seconds to indicate connection to the power source. |
| Possible causes | Solutions |
|---|---|
| Possible CauseFault occurred (Premium Custom & Standard Charger Only) | 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. See Quick Start Guide |
| 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. See Quick Start Guide |
| Possible causes | Solutions |
|---|---|
| Possible CauseDead battery (Premium Custom & Standard Charger Only) | SolutionYour Premium Custom & Standard 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. See Quick Start Guide |
| Possible CauseIncorrect orientation | SolutionCustom Hearing Aid: Reposition your hearing aid faceplate facing down. Confirm that the charging LED begins to glow. |
| 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. Watch battery replacement video. |
| 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. See Operations Manual |
| 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 |