Here at Duncan Hearing Healthcare, we have always made the wellbeing of our patients our number one priority, which is why we have incorporated new, innovative ways to help our patients remotely where stay-at-home rules apply.

Patients with ReSound technology can have their hearing aids remotely adjusted through the Remote Assist feature on the Smart/Smart 3D app, so patients can get the same assistance they would with an in-office visit while staying home and avoiding in-person contact.

The Remote Assist feature has been around for a while and will remain a vital tool in our service for the patients who may struggle to get to our office.

Like most new technology, however, we have experienced a few bumps in the road regarding its usage. So, in this article, I wanted to outline a few of the most common issues we have found when using the ReSound App and how to fix them!

Connecting your Hearing Aids to your Phone

  1. Go to “Settings” on your phone.
  2. Be sure to make sure that Bluetooth is on.
  3. Choose “Accessibility,” which can be found within the main settings menu on most phones.
  4. Then, within accessibility, there should be a “Hearing Devices” option, click on that.
  5. If you are connecting your hearing aid to your device for the first time, please skip to step 7 for further instruction.
  6. If you are RECONNECTING your hearing aid to your device, click on YOUR NAME’s hearing aids under the “Hearing Devices” menu.
  7. Scroll down to the very bottom of the page and click “Forget Device.”
  8. Next, turn off your hearing aid(s).
  9. Battery: Remove the battery.
  10. Rechargeable: Connect the hearing aid to the charger.
  11. After the hearing aid has been turned off for a few moments, turn it back on.
  12. Battery: Re-insert the battery.
  13. Rechargeable: Remove hearing aid from the charger.
  14.  Wait for YOUR NAME’s hearing device to pop up under the “Hearing Devices” menu.
  15. Your phone will request that you “Pair” your devices. If you only have one hearing aid, it will ask you this once, and if you have two, with will ask you a second time, always choose to pair your device.
  16. And you’re done! Your hearing aid(s) should now be connected to your device.

Trouble with Wireless Streaming or Phone Calls on an Android Device

Before doing anything else, try restarting your phone. If that doesn’t work, delete the Resound Smart/ Smart 3D APP from your phone and reinstall it. Then, reconnect your hearing aids to the APP. If all of those things have still not solved the problem, there are two main ways to fix it:

Method 1

  • Go to the Resound App and click on “MORE.”
  • Turn “Demo Mode” on, then turn it off.
  • The app will then search for the hearing aids.
  • Next, you will need to restart your hearing aids.
  • Battery: Remove the battery and then re-insert.
  • Rechargeable: Remove hearing aid from the charger and then put it back.
  • Wait for your hearing aids to pair and then click continue.

Method 2

  • Go to your Resound App.
  • Click on the “MORE” tab.
  • Click on “Pair new hearing aids.”
  • Your phone should find the hearing aids, and then an icon saying “Found Hearing Aids” will show up.
  • Next, you will need to restart your hearing aid(s).
  • Battery: Remove the battery and then re-insert.
  • Rechargeable: Remove hearing aid from the charger and then put it back.
  • Wait for pairing, and then click continue.

Helpful Troubleshooting Information

Bluetooth/Wireless Tips

  • Always check to make sure your phone’s software is up to date! You will not always be notified when a new update is ready to be installed, to make sure to check in your settings regularly.
  • Make sure to close other apps while you are using the Resound App. Having other apps running can cause it not to work as well or run slower.
  • Refresh your Bluetooth connection every few days! All you need to do is turn it off and then back on.
  • Make sure to restart your phone at least once a week; this gives it a chance to close unused apps and background programs.

Resound App Trouble 

  • First, try closing the app and reopening it.
  • Then, if needed, restart your phone.
  • If this doesn’t help, delete the app and then re-download it!
  • Make sure you have “Smart” or “Smart 3D’.
  • Turn on “Demo Mode,” and then turn it off.
  • Open the Resound App and click on the “More” tab.
  • Turn demo mode on, and then turn it off. You will need to restart both your phone and your hearing aid(s) to complete this.
  • Make sure that Bluetooth is enabled on the Smart/Smart 3D App.
  • Go to your “Settings” app on your phone, and scroll all the way down, click on the Smart/Smart 3D App.
  • Check to make sure Bluetooth is on.

Trouble with Wireless Streaming or Phone Calls

  • First, try restarting your phone.
  • Reconnect your hearing aids to Bluetooth, as detailed earlier.

Here at Duncan Hearing Healthcare, we will continue to provide remote services long after the pandemic is over for the convenience of all of our patients. However, if you find that you have a problem not addressed in this article, please feel free to call us at (508) 764-3334 or click here to schedule your Virtual Hearing Care appointment.

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Nancy Duncan, Au.D.

Nancy Duncan, Au.D.

Dr. Duncan’s Southcoast roots run deep, establishing a special connection to the community where she practices. A homegrown product, she graduated from Somerset High, just across the Taunton from Fall River, and received her B.S. in communication disorders and psychology from Worcester State College. Her master of science in audiology was awarded at the University of Arkansas in 1997, after which she worked for several private audiology practices in Arkansas, Rhode Island, and Massachusetts.