Troubleshooting
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      1. Soundwave Hearing FAQs
      2. Troubleshooting

      What if My Sontro® Self-Fitting OTC Hearing Aids Are Not Connecting?

      The Connection Issue: Ensure you've got the latest version of the otoTune® app and Bluetooth connected.

      First, go to the App Store or Google Play and make sure you downloaded the latest version of the otoTune® app. Please make sure you do not download the otoTune® Assistant.

      Second, check your Bluetooth connection.

      The otoTune app uses Bluetooth to connect to your Sontro OTC Self-Fitting Hearing Aid. sometimes your phone gets stuck trying to pair the device to Bluetooth; if the otoTune app is having difficulty pairing with the hearing aids, it is always a good idea to clear the hearing aids out of Bluetooth settings and start fresh.

      Try these steps:

      1. Disconnect:

      • Step 1: Hold the bottom button down on the hearing aid for 7 seconds or until you hear an audible beep telling you the hearing aid has been disconnected.
      •  Step 2: For iOS only. Go to Settings > Bluetooth > Locate the Sontro Hearing Aids, click the "i" > Click "Forget This Device" > Confirm by Clicking "Forget This Device" in red at the bottom of the iPhone screen.
      • Step 3: Close the app by double-clicking the home button and swiping up on the screen to close the app window.

      2. Pair:

      • Step 1: Hold the top button down on the hearing aid for 7 seconds to put the hearing aids in pairing mode. 
      • Step 2: Open the otoTune app and click the connect circle for the left hearing aid. the app will ask you permission to pair with the hearing aids, choose to accept, and repeat for the right hearing aid.

      You should have two successfully paired hearing aids to the otoTune app.

      Other pairing tips:

      Sometimes, the phone itself can be a bit temperamental.

      • Make sure your Sontro OTC Self-Fitting Hearing Aid is near your mobile phone.
      • Turn the mobile phone off and on again.
      • Turn the mobile phone Bluetooth off and on again.

      Before Attempting to pair the hearing aids you can:

      • Turn off the Sontro Self-Fitting OTC Hearing Aids by opening and closing the battery door.
      • Double-check that no other Sontro Self-Fitting OTC Hearing Aid is paired with your mobile phone in the Bluetooth settings.