Troubleshooting Problems With ReSound Live Assist On ReSound Smart App | Berkeley Hearing Center (2023)

Our lives have recently been altered, and we have all had to adapt to this ‘new normal.’ We can no longer go about our daily activities in the same way we used to.

Back in April, here at Berkeley Hearing Center, we had to think quick on our feet to adopt innovative new ways to continue to help our patients while also keeping everybody safe.

If you haven’t already heard about our TeleAudiology appointments, it’s a new service that allows our patients to see us ‘virtually’ for advice, troubleshooting problems with their hearing aids, or even making changes to the hearing aid settings remotely.

A fantastic tool that aids this ‘virtual’ service is ReSound’s Remote & Live Assist features within the Smart/Smart 3D apps.

For our patients that wear ReSound hearing aids, this is a brilliant feature that allows their audiologist to remotely adjust and fine-tune their hearing devices from the comfort of their own home.

However, in using this feature with some of our patients, we have come across a few issues that hinder the app’s functionality.

These issues are usually easily solved by following step-by-step troubleshooting instructions to ensure the hearing devices successfully connect to both the patient’s cellphone and the ReSound app.

This article has detailed a few of the most common problems we have found when using this software and how to fix them.

You can also read the Remote Assist guide here.

(Video) At Home Hearing Aid Programming | ReSound Assist | ReSound Assist Live

How Do I Connect My Hearing Aids To My iPhone?

Well, I’m glad you asked! If you are connecting your hearing aid(s) to your device for the first time, here are the steps:

  1. Make sure your hearing aids are turned off by opening the battery door. If you have the latest model Quattro rechargeable hearing aid(s), put them in their charging case.
  2. Go to the “Settings” on your phone.
  3. Be sure to make sure that Bluetooth is on.
  4. Choose “Accessibility,” which can be found within the main settings menu for iPhones.
  5. Then, within accessibility, scroll down to “Hearing Devices” and touch that. The iPhone will begin searching for your hearing aid(s).
  6. Turn your hearing aid(s) on by closing the battery door or taking them out of the charging case. This puts the aid(s) into a ‘pairing’ mode for 2 minutes.
  7. [YOUR NAME] ‘s hearing device will pop up under the “Hearing Devices” menu at the top of the screen.
  8. Touch [YOUR NAME], and your iPhone 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, it will ask you a second time; always choose to pair your device(s).
  9. Wait for 2 minutes before doing anything else with your phone to allow all the necessary communication to complete between your hearing aid(s) & iPhone.

And you’re done! Your hearing aid(s) should now be appropriately paired to your iPhone.

My Hearing Aids Were Already Paired, But They Won’t Connect

You may need to delete the pairing and start over. But before you do that, try these things first:

  • Turn your Bluetooth off and then on again to see if the hearing aid(s) connect properly.
  • Power down your iPhone completely and then turn it on again. Hearing aid manufacturers recommend powering down your iPhone at least once a week to reduce connection issues. This is achieved manually using the button(s) on the side of the phone but differs by the iPhone model. You can easily search on the internet to find out how to turn off your specific iPhone model using the buttons. Also, in the latest iOS, there is an easy way to turn your phone off:
  1. Go to the “Settings” on your phone.
  2. Go to “General” and scroll down to the very bottom, and press “Shut Down.”
  3. At the top of the screen, slide the button to the right to power off the phone.

Now turn your phone back on by pressing and holding the “Power” button (which is found on the right side or the top on older iPhone models) until the white Apple logo appears on the screen. Once the logo appears, you can let go of the button.

If you’ve already tried these things, but the hearing aid(s) still won’t connect, you will have to delete the original pairing and then re-pair them again.

Here are the steps to delete the pairing:

  1. Go to the “Settings” on your phone.
  2. Choose “Accessibility,” which can be found within the main settings menu for iPhones.
  3. Scroll down to “Hearing Devices” and choose that.
  4. The hearing aids in your name will appear at the top of the screen, but it will be ‘grayed out’ and say they are not connected. Choose or press on your name.
  5. At the bottom, press “Forget Device.
  6. Now power your phone down as noted above, and let it sit for about a minute before turning it back on.
  7. Once it is back on, follow the sequence for initially pairing hearing aids for the first time (see above)

Note: In my experience, you may need to redo steps 1-7 above for the iPhone to completely remove the previous pairing before attempting to pair the hearing aid(s) again.

My Hearing Aids Are Connected To The iPhone, But I Can’t Connect To The ReSound Smart/Smart 3D App

Sometimes properly paired/connected hearing aids won’t connect to the Smart/Smart 3D app.

The simplest way to address this issue is to close the app and then reopen it.

(Video) Resound Smart 3D App Instructions

Closing apps is particular to each iPhone model, and a simple internet search will quickly find simple tutorials (many with videos) for your specific iPhone model.

Like the problem of previously paired hearing aids not connecting to the phone, you might need to power the iPhone down.

Another issue could be that the app is somehow in the “Demo” mode. To turn off “Demo” mode:

  1. Go in the ReSound Smart/Smart 3D app.
  2. Click on the “More” tab.
  3. Turn demo mode off.

Finally, as a last resort, you may have to delete the app and then reinstall it.

To delete an app, press and hold the app icon until all of the icons begin giggling. Each icon will have an ‘x’ attached to it. By pressing the ‘x,’ you will delete the app.

Once removed, go to the App Store to download the app again.

I Have An Android Device, And I’m Having Trouble With Wireless Streaming Or Phone Calls?

It’s important to know that only specific models using the Android operating system are capable of wireless audio streaming to ReSound hearing aids.

You can go to ReSound’s website to check if your Android phone is compatible.

(Video) How to use ReSound Assist and ReSound Assist Live

Besides, phones must be running Android v10 or later. 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 IN the app. The Bluetooth pairing of ReSound hearing aids with Android phones is ALWAYS done in the app, NEVER in the phone’s Bluetooth area.

To that end, Android phones are very ‘friendly’ and will sometimes pair in the Bluetooth area on their own. If you’re having problems pairing, check the Bluetooth area of your phone and delete any pairing of the ReSound hearing aids.

If all of those things have still not solved the problem, there are two main ways to fix it:

Method 1
  1. Go to the Resound App and click on “MORE.”
  2. Turn “Demo Mode” on, then turn it off.
  3. The app will then search for the hearing aids.
  4. Next, you will need to restart your hearing aids.
  5. If your hearing aids use batteries, open and close the battery door.
  6. If your hearing aids are rechargeable, place your hearing aids in the charger and then take them out again after 10 seconds.
  7. Wait for your hearing aids to pair and then click continue.
Method 2
  1. Go to your Resound App.
  2. Click on the “MORE” tab.
  3. Click on “Pair new hearing aids.”
  4. Next, you will need to restart your hearing aids.
  5. If your hearing aids use batteries, open and close the battery door.
  6. If your hearing aids are rechargeable, place your hearing aids in the charger and then take them out again after 10 seconds.
  7. Your phone should find the hearing aids, and then an icon saying “Found Hearing Aids” will show up.
  8. Restart your hearing aids when prompted.
  9. Wait for pairing to complete, and then click continue.

Some Helpful Troubleshooting Information

Bluetooth/Wireless Tips

  • Always check to make sure your phone’s software is up to date! You will not always get a notification when a new update is ready to be installed, to make sure to check in your settings regularly.
  • Having too many other apps running can cause issues with the connection between your hearing aids and the app, so that might not 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.
  • As noted above, 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 download it again.
  • Turn on “Demo Mode,” and then turn it off.
  • Make sure that Bluetooth is enabled on the Smart/Smart 3D App.
  • Go to your phone Settings, and scroll down, click on the Smart/Smart 3D App. And check to make sure Bluetooth is on.

The trouble with Wireless Streaming or Phone Calls (sound shifting from one ear to the other or only coming in one ear)

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

If you require further assistance with any of your hearing devices or applications, please do not hesitate to contact us at (510) 841-0681 or click here to schedule a Tele Audiology consultation.

We hope to hear from you soon.

(Video) What is ReSound Assist Live?

Troubleshooting Problems With ReSound Live Assist On ReSound Smart App | Berkeley Hearing Center (2)

Jonathan Lipschutz Audiologist, M.S., F-AAA, Owner

Jonathan is the owner of Berkeley Hearing Center. He received his bachelor of science in hearing and speech science and a master of science in audiology from Purdue University. He is a fellow of the American Academy of Audiology and the California Academy of Audiology. Jonathan has over 20 years of audiology and hearing aid experience in both the non-profit and corporate sectors.

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    Troubleshooting Problems With ReSound Live Assist On ReSound Smart App | Berkeley Hearing Center? ›

    The most common reason for a hearing aid to sound weak or dead is that it is clogged with wax or debris. If your hearing aid has a wax guard, try replacing it with a fresh one. If you have a cleaning tool (brush or pick), clean both the microphone and receiver (speaker).

    Why is my hearing assist not working? ›

    The most common reason for a hearing aid to sound weak or dead is that it is clogged with wax or debris. If your hearing aid has a wax guard, try replacing it with a fresh one. If you have a cleaning tool (brush or pick), clean both the microphone and receiver (speaker).

    How do I reset ReSound app? ›

    Go to My ReSound, tap 'My requests and new settings', then tap 'Restore to previous settings' at the bottom of the screen. You can either restore to the latest settings fitted in your hearing care professional's office or, if applicable, to the latest settings sent to you remotely.

    How do you activate ReSound assist? ›

    From the Patient screen, select ReSound Assist from the lower navigation row. 2. Click the 'On' toggle to activate Remote Fine-tuning.

    Why does my ReSound hearing aid keep cutting out? ›

    If your hearing aid keeps shutting off, this could be to do with the battery. It might need replacing. If it's not a battery issue, then the hearing aid could have been damaged in some way.

    Why won't my hearing aid stay connected to my phone? ›

    If you are having trouble getting your hearing aids and app to reconnect, check the Bluetooth settings on your Android device to make sure your hearing aids are still paired and if not, repeat the pairing process.

    How long should a ReSound hearing aid last? ›

    ReSound hearing aids use advanced directionality and noise reduction features, which help you hear better in noisy environments. What is the lifespan of a hearing aid? The typical lifespan of a completely new hearing aid is 5 years.

    How do I reconnect my ReSound hearing aid? ›

    Close the battery door of the hearing aids and press Pair. The app will search for nearby hearing aids. Select your hearing aids and press the Connect button. If no hearing aids are found, you can try searching for hearing aids again by pressing Search.

    What is ReSound assist? ›

    ReSound Assist Live Assistance makes it possible to supplement clinic visits with online, face-to-face fitting appointments. Connect with a video call to remotely fine-tune your patients' hearing aids directly from your ReSound Smart Fit™ fitting software.

    What does the button on the ReSound hearing aid do? ›

    Your hearing aid has a push button which allows you to select from several listening programs. Push the button to change program. You will then hear one or more beeps. The number of beeps indicates which program you have selected (one beep = program 1, two beeps = program 2 and so on).

    How do I know if my hearing aid is defective? ›

    3 Signs Your Hearing Aid Needs Repairs
    1. You see physical damage. There are many ways a hearing aid may be damaged. ...
    2. You hear muffled noise or feedback. If you often hear whistling or feedback, it's a sign of an ill-fitting hearing aid. ...
    3. Troubleshooting doesn't work.
    Aug 28, 2017

    Why does my hearing sometimes go out? ›

    Sudden hearing loss in one or both ears may indicate an infection, ear wax, a head trauma, a tumor, or other health problems. Some of these may need urgent treatment. There may also be dizziness, tinnitus, and other symptoms. Tinnitus and other symptoms sometimes accompany sudden hearing loss.

    What are three ways in which a hearing aid can malfunction? ›

    The four most common issues hearing aid wearers experience are:
    • My hearing aids aren't producing any sound (or my hearing aids are "dead")
    • My hearing aids aren't loud enough.
    • My hearing aids sound "funny" or distorted.
    • My hearing aids are "whistling" or producing feedback.
    Jul 26, 2022

    Should I turn my hearing aid off at night? ›

    Using your hearing aid at night time will eat through your batteries much quicker and this is why it is important that when you take your hearing aids out at night that you open your hearing aid battery draw to reduce accidental battery consumption when you are not wearing them.

    How do I update my ReSound software? ›

    First, you can visit your hearing care professional, who can check and update it for you. If this option is currently unavailable, you have to access “My ReSound” and look for “Hearing Aids Software Update.” After locating this option, open it, and follow the instructions to download available updates.

    Can hearing aid be worn continuously? ›

    It is recommended to wear hearing aids all of the time; except when you are sleeping, showering, having your hair done, swimming or when in a dangerously loud environment. Be patient and give your brain a chance to adapt to all of the wonderful new sounds of life! Learn how TruHearing can help with your hearing health.

    Is it OK to leave a hearing aid charger plugged in all the time? ›

    Advice for Keeping Lithiun-Ion Batteries Healthy

    Always put your hearing aids in the charging station when not in use—even if they have not been fully drained. Constant charging will not drain the battery or shorten the battery life.

    Can you be too old for a hearing aid? ›

    People who pass a certain age, tend to have this mistaken belief that they might be “too old” to actually get hearing aids. In reality, there is no such thing as being too old. Conversely, you can never be too young to start using them either since some children are born with hearing loss.

    Why is my ReSound microphone not working? ›

    If it is not blinking try pushing and holding the power button until you see a green light. If the status light turns red and off the ReSound Multi Mic needs to be charged. If the power status light blinks orange this indicates that the ReSound Multi Mic needs to be charged.

    Can you sleep in ReSound hearing aid? ›

    If you need to sleep with your hearing aids in, you can, but I typically recommend taking them out at night to give your ears a break and save battery life/charge them. We generally advise people not to wear hearing aids when sleeping.

    Who is ReSound owned by? ›

    ReSound is proud to be part of The GN Group, headquartered in Ballerup, Denmark. The GN Group proudly builds on 150 years of expertise, capabilities and insight to produce some of the best and most innovative audio devices in the world.

    Why is my hearing aid not connecting to my iPhone? ›

    On iPhone, go to Settings > Bluetooth, then make sure Bluetooth is turned on. Go to Settings > Accessibility > Hearing Devices. Close the battery doors on your hearing devices. When their names appear below MFi Hearing Devices (this could take a minute), tap the names and respond to the pairing requests.

    Which hearing aid is better behind the ear or in the ear? ›

    Owing to their discreteness, in-canal hearing aids might seem like the right choice, but behind the ear hearing aids offer a wider range of hearing amplification, are usually more flexible, and offer many more choices to hear better in noise, connect to your smartphone, or stream the sound from your television directly ...

    Does hearing assist have Bluetooth? ›

    The latest hearing aids are discreet, smart, wireless and come with great Bluetooth capabilities. They enable you to connect with your Apple® or AndroidTM devices and other wireless accessories. Discover what's new in Bluetooth hearing aids and why a Bluetooth digital hearing aid could be right for you.

    What are the two buttons on top of a hearing aid? ›

    Most hearing aids that this department issues have a volume control and a program selection button. The button allows you to change to way the hearing aid operates for using in different situations, for example using in noisy situations or where there is a loop system.

    Why would you want Bluetooth on a hearing aid? ›

    Hearing with Both Ears

    Using Bluetooth, your two hearing aids can communicate. You may hear a sound on one side, but the binaural program will send the sound to your other ear, so you'll be able to hear clearly with both ears. You'll enjoy higher quality speech, and improved localization of sounds.

    Why do I hear myself in my hearing aid? ›

    This phenomenon is called autophonia. This feeling can be explained by the presence of a foreign body in the external auditory canal: a hearing aid or ear mould (in the case of a behind-the-ear hearing aid) that blocks some of the vibrations of the voice.

    Why has my hearing suddenly gone weird? ›

    Sudden sensorineural (“inner ear”) hearing loss (SSHL), commonly known as sudden deafness, is an unexplained, rapid loss of hearing either all at once or over a few days. SSHL happens because there is something wrong with the sensory organs of the inner ear. Sudden deafness frequently affects only one ear.

    Why has my ear suddenly gone muffled? ›

    Why is my hearing suddenly muffled? Muffled hearing can have several causes, including sinus congestion or infections, clogged ears, earwax build-up and/or changes in altitude or pressure while flying.

    Why do I not hear sometimes? ›

    If ear wax or an ear infection is the cause, the hearing loss may be temporary. Other causes, such as nerve damage, may lead to more permanent hearing loss. Nerve damage can be caused by loud noises, as a side effect of certain medicines, or for other reasons. Hearing aids may help in these cases.

    How do I reset my hearing aid on my iPhone? ›

    1. 1 Go to Settings.
    2. 2 Press Accessibility.
    3. 3 Press Hearing Devices.
    4. 4 If connecting for the first.
    5. 5 If re-connecting - Press YOUR NAME's.
    6. 6 Scroll down and Press Forget Device.
    7. 9 Wait for YOUR NAME's.
    8. 7 Turn off your hearing aid(s)

    How do I reset my hearing? ›

    Attempt removing and reinserting the offending hearing aid before locating the reset button on your hearing aid. This could be located on the battery door, on the side of the device, or somewhere else entirely. Once you've found it, press and hold the button for a few seconds until the hearing aid resets.

    How do I get my hearing aid to work? ›

    Make sure that your hearing aids are turned on, and the batteries are correctly placed. Your hearing aid usually turns on once the battery doors are closed; if you have trouble closing them, it means the battery is placed upside down. Try removing the battery, flipping it out, and reinserting it correctly.

    How do I reset my Bluetooth hearing aid? ›

    Turn your hearing aids on and then off, and try to connect. Then try turning the phone's Bluetooth off and on again. If this doesn't work, 'forget' the devices in the Bluetooth list on your phone and in hearing aid apps. Start from scratch and restart the phone and pair your hearing aids to it again.

    Why am I having trouble hearing on my iPhone? ›

    Go to Settings > Sounds (or Settings > Sounds & Haptics), and drag the Ringer and Alerts slider back and forth a few times. If you don't hear any sound, or if your speaker button on the Ringer and Alerts slider is dimmed, your speaker might need service.

    How do I get my high frequency hearing back? ›

    Your audiologist may recommend a hearing aid known as RITE (receiver in the ear), which is the best type of hearing aid for high frequency hearing loss. Part of the hearing aid sits in your ear canal and amplifies the pitches and frequencies you can't hear.

    What is the button on my hearing aid for? ›

    Manual hearing aid volume control

    Some devices also have a push-button for programs on the bottom and a toggle key for volume on the device's topside to divide the interaction intuitively. This feature enables the user to use one finger for program toggle and the other for volume adjustments.

    How do I fix my Bluetooth audio problem? ›

    If Bluetooth is turned on and the driver is up to date but your device still doesn't work, try removing the device and re-pairing it. Here's how: Go to Start , enter Devices, select Bluetooth and other devices settings > select the device > Remove device > Yes.

    How do I reconnect my hearing aid to my phone? ›

    Pair with “Accessibility”
    1. Open your device's Settings app .
    2. Tap Accessibility. Hearing aids.
    3. Tap Continue. Pair new device.
    4. Choose your hearing aid from the list of available devices. Make sure hearing aids are in pairing mode.


    1. ReSound Smart 3D App Orientation
    (Salus Hearing Centre)
    2. How to Request Assistance through the ReSound Smart 3D app | A Tutorial by All About Hearing
    (All About Hearing Inc.)
    3. Remote in ear testing and fitting with ReSound Assist Live
    (ReSound Asia)
    4. ReSound Smart 3D and ReSound Smart app: How to use Find my Hearing Aid
    5. ReSound Hearing Aids at Online Hearing
    6. Activate Ultra Focus through your ReSound Smart 3D app
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