Problems connecting to other devices
Find solutions to different issues related to connecting your hearing aids with phones and other devices.
If you're having connection issues, there are several things you can do to make it easier for your devices to connect with your hearing aids.
Before you start
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Get the Oticon Companion
The Oticon Companion app is required to pair your Android smartphone with your hearing aids. For iOS devices, the use of the app is optional.
How to resolve connection issues
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Reconnect through the Bluetooth® menu.
For Android devices, if the connection is lost to one or both hearing aids, you can try to reconnect through the Bluetooth menu on your device.
Go to > Settings > Bluetooth.
Tap the name of your hearing aids on the list.
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Turn Bluetooth off and then on again.
This forces your phone or device to reconnect with your hearing aids, which can improve the quality of the connection.
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Restart your hearing aids.
Restarting your hearing aids will put them in pairing mode for about three minutes, which should force a reconnection.
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Restart the Oticon Companion.
Close the app the same way you usually close other apps on your phone, then reopen it.
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Re-pair your hearing aids through the Oticon Companion.
For Android devices, you can pair again using the Oticon Companion.
Open the app.
Go to > Hearing Aids > Pair new hearing aids > Unpair Current > Pair now.
How to avoid connection issues
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Keep your hearing aids paired to one device only.
Having your hearing aids paired to more than one device can cause disconnections, as your hearing aids can struggle to connect to the desired device.
- Ensure your hearing aids are only connected to one mobile device at a time (e.g. either your tablet or your phone) by turning off the Bluetooth on the device not in use.
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Remove unnecessary Bluetooth pairings.
Having other Bluetooth devices paired with your phone or device can interfere with the connection between your hearing aids and phone. We recommend keeping as few Bluetooth devices as possible paired with your phone.
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Ensure your phone or tablet’s software is up to date.
Connectivity improvements are regularly provided through software updates, which also fix bugs and issues with your phone’s software. Check that your phone has the latest available software version.
Go to > Settings > Software update.
Install an update if your phone shows one is available.
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Clear your Bluetooth cache.
This can often improve the overall ability of your phone to connect to other devices such as your hearing aids.
The instructions may vary depending on your phone model.
- Go to phone Settings.
- Go to Apps or Apps & Notifications.
- Select Your apps or Show system apps.
- Go to Bluetooth.
- Tap Force Stop and then OK.
- Tap Storage.
- Tap Clear cache.
- Open the app.
- Pair your hearing aids with your device again.
Note for Android phones with Audio Streaming for Hearing Aids (ASHA):
When pairing Oticon hearing aids with an ASHA-capable phone through the app, the native direct streaming (ASHA) is also automatically made available. This is the recommended way to use ASHA functionality.
Do not use Android’s native Bluetooth menu to connect ASHA-enabled hearing aids.
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