Why does the Oticon Companion only show one hearing aid?
Learn why the Oticon Companion can only show one hearing aid, and how to fix the issue.
Before you start
Get the Oticon Companion
Ensure you have the latest version of the Oticon Companion.
One of your hearing aids may be disconnected
Here are some tips to help you reconnect your hearing aid.
Try to turn Bluetooth® off and on on your phone.
Go to > Settings.
Switch Bluetooth off and then on again.
Check that both hearing aids are paired with your phone.
Your hearing aids may need a firmware update.
What is firmware?
Firmware is built-in software that controls the mini computer inside each of your hearing aids. Firmware needs to be updated occasionally, as we continually develop and improve it.
How to check the firmware in your hearing aids
To check the firmware version of each of your hearing aids, you can use the Oticon Companion. As you can only see one hearing aid in the app, you will need to pair them one at a time.
First, check the firmware version of the hearing aid that you can see in the app.
Tap the 'Hearing Aids' bottom menu.
Tap Hearing Aids settings.
Tap Hearing Aid Details.
Then turn that hearing aid off and close the app.
Next, restart your other hearing aid and reopen the Oticon Companion, then repeat the steps above.
Alternatively, contact your hearing care professional if your hearing aids have different firmware. They will be able to see it in their hearing aid fitting software. If your hearing aids have different firmware, your hearing care professional will update them both to the latest version.
If your hearing aids have different firmware versions
If your right and left hearing aids have different firmware versions, it can be difficult to pair both hearing aids with the app.
Why would firmware be different?
This can happen if only one of your hearing aids is sent for servicing, or one hearing aid is replaced. In this case, only one hearing aid is updated.
You may have different hearing aid models for each ear.
If you have different types of hearing aids for each of your ears, you won’t be able to pair the Oticon Companion with both of your hearing aids.
This is because the app can only be paired to one set of hearing aids, and if the model of the right hearing aid is different from the model of the left hearing aid, they are treated as two different sets of hearing aids.
You may have more than one iOS device paired with your hearing aids.
If you have several iOS devices paired to your hearing aids, such as an iPhone and an iPad, it can cause issues.
You can find out more and see how to solve any issues here.
You may have a CROS transmitter for single-sided deafness.
If one of your hearing devices is a CROS transmitter rather than a hearing aid, you won’t be able to connect it to the Oticon Companion, as CROS transmitters don’t use Bluetooth. They transmit sound from your unaided ear to the hearing aid in your better ear.
CROS transmitters are for people with single-sided deafness, also known as unilateral hearing loss. They act as microphones on the ear where you can’t hear anything and send the sound over to the hearing aid on your other ear.
Your hearing aids may not be set up as a pair.
If you have a regular (binaural) set of hearing aids and one becomes lost or broken, the app will keep searching for the missing hearing aid.
To keep using your remaining hearing aid with the app, ask your hearing care professional to fit it as a monaural set. This allows the app to recognize and pair with just one hearing aid.
When you receive a second hearing aid again, both hearing aids will need to be refitted as a binaural pair.
If this doesn’t happen, each hearing aid will continue to be treated as its own separate set. Because the app can only pair with one set of hearing aids at a time, it won’t be able to connect to both.
To fix this:
Ask your hearing care professional to refit both hearing aids as a binaural set so they can work together in the app.