Troubleshooting Steps

1. Check insertion first -- make sure the device is properly seated in the ear canal and on the correct ear (blue = left, red = right) with the pull tab/cord at the bottom. Poor fit is the cause of feedback about 90% of the time. Have the customer show you how they insert on video.
2. Try a different ear tip size -- a tip that doesn't seal the ear canal properly is the most common cause of whistling
3. Lower the volume -- high volume amplifies any small seal leak into feedback
4. Check for damaged ear tips -- look for visible wear, cracks, or blockage and replace if needed
5. Don't cover the microphone -- avoid holding your hand near the microphone after wearing
6. Make sure device was off before inserting -- the device activates ~12 seconds after insertion; don't activate manually before it's properly in place

1. Remove fully from the case -- auto-on kicks in after ~12 seconds
2. Try manual turn-on -- hold the button for the full 2 seconds
3. Check battery -- place in the charging case to charge if depleted. Make sure the charging case itself is charged (plug into a wall outlet, try a different outlet if needed)
4. Check the cord/charging box/outlet -- have the customer try plugging the charging case into other outlets around their house to rule out a dead socket. Try a different USB cable if available
5. Clean the microphone -- use the cleaning tool to remove any debris or earwax blockage
6. Check volume -- confirm it's not at minimum level; press the button to cycle up

• Dirty charging contacts: Clean contacts on both the hearing aids and inside the case using the cleaning tool or a dry cloth
• Case battery depleted: Charge the case itself via USB before attempting to charge the hearing aids
• Check the outlet: Try plugging the charging case into a different outlet; have the customer test the outlet with another device to confirm it works
• Wrong slot placement: Left (L) hearing aid must go in the left slot; Right (R) in the right slot
• Faulty cable: Try a different compatible USB cable if available

1. Check insertion first -- have the customer show you how they insert the device. A loose or improper fit is one of the most common causes of weak sound because the seal isn't complete
2. Try a different hearing program -- press the button twice quickly to switch to Restaurant Mode (2 beeps). A different program may suit the environment better. 1 beep = Standard, 2 beeps = Restaurant
3. Check battery -- charge if low
4. Increase the volume -- press the multi-function button to cycle up
5. Clean the microphone and ear tip -- earwax buildup inside the tip or over the microphone is a very common cause
6. Check for moisture -- if the customer is in a humid environment or has moist ear canals, recommend using the UV Dryer (8 min UV sterilization + 3 or 6 hr heat drying cycle)

1. Open the ear canal -- wrap the opposite arm over the top of the head and gently pull the ear upward and back to straighten and open the canal
2. Open the mouth wide -- this relaxes the jaw and widens the ear canal, making insertion easier
3. Try a smaller size -- if the tip feels too large or difficult to push in, go down a size
4. Warm the tip -- gently between your fingers to make the silicone more pliable
5. Tilt your head -- slightly to the side while inserting to help align the ear canal
6. Be patient -- most users need a few attempts to find their preferred technique and fit

Warning: If an ear tip becomes stuck and cannot be removed easily with fingers, the customer should seek medical assistance. Do not use tweezers or cotton swabs.

1. Check insertion first -- confirm the device is properly seated in the ear canal and on the correct ear (blue = left, red = right) with the pull tab at the top. Poor fit is the cause of feedback about 90% of the time. Have the customer show you how they insert on video.
2. Try a different ear tip size -- a poor canal seal causes whistling
3. Lower the volume -- high volume amplifies any small seal leak into feedback
4. Check for damaged tips -- replace if worn, cracked, or clogged
5. Don't cover the microphone -- avoid holding your hand near the device after wearing

1. Press and hold the button for 4 seconds -- the Pro does not turn on automatically when removed from the case
2. Check battery -- the Pro must be turned off (hold button 4 sec) before placing in the case, or it will not charge correctly. Confirm the case is charged and plugged into a working outlet
3. Check the cord/charging box/outlet -- have the customer try plugging the charging case into other outlets around their house. Try a different USB cable if available
4. Clean the microphone -- use the cleaning tool to remove debris
5. Check volume -- confirm it's not at minimum

• Aids not turned off: The Pro must be turned off (hold button 4 seconds) before placing in the case. If placed in the case while still on, the aids will not charge. This is the #1 cause of Pro charging issues.
• Dirty contacts: Clean charging contacts on both the aids and inside the case
• Depleted case battery: Charge the case via USB first
• Check the outlet: Try plugging the charging case into a different outlet; have the customer test the outlet with another device to confirm it works
• Wrong slot: Left (L) aid in left slot; Right (R) in right slot
• Faulty cable: Try a different compatible USB cable

1. Check insertion first -- have the customer show you how they insert the device. A loose or improper fit is one of the most common causes of weak sound because the seal isn't complete
2. Try a different hearing program -- press and hold the button for 2 seconds to switch programs. A different program may suit the environment better. 1 beep = Standard, 2 beeps = Restaurant, 3 beeps = Outdoor, 4 beeps = Music & Movies
3. Check battery level -- recharge if needed (turn off first: hold button 4 sec)
4. Increase the volume -- press the multi-function button
5. Clean earwax -- from the microphone and ear tip using the cleaning tool
6. Check for moisture -- if the customer is in a humid environment or has moist ear canals, recommend using the UV Dryer (8 min UV sterilization + 3 or 6 hr heat drying cycle)

1. Open the ear canal -- wrap the opposite arm over the top of the head and gently pull the ear upward and back to straighten and open the canal
2. Open the mouth wide -- this relaxes the jaw and widens the ear canal, making insertion easier
3. Try a smaller size -- if the tip feels too large or difficult to insert
4. Warm the tip -- gently between your fingers to soften the silicone
5. Tilt your head -- slightly to the side while inserting
6. Be patient -- most users need a few tries to find the right fit and technique

Warning: If a tip becomes stuck and cannot be removed easily, the customer should seek medical assistance. Do not use tweezers or cotton swabs.

1. Check insertion first -- confirm the device is properly seated in the ear canal and on the correct ear (L/R markings). The button should sit above the mic when worn correctly. Have the customer show you how they insert on video.
2. Try a different ear tip size -- a poor canal seal causes whistling
3. Lower the volume -- short press cycles through 9 levels (1-9, loops). High volume amplifies any small seal leak into feedback
4. Try Noise Reduction mode -- long press ~2 sec to switch modes. 2 beeps = Noise Reduction mode, which reduces background noise that can trigger feedback
5. Check for damaged tips -- replace if worn, cracked, or clogged

1. Remove the green insulation sticker -- new units ship with a green sticker on the charging contacts. If this was never removed, the device won't charge or turn on. Check both aids.
2. Wait 8 seconds after removing from case -- the Pro+ turns on automatically but has an 8-second startup delay. This is normal, not a defect.
3. Check battery -- the case has a digital percentage display showing the charge level. Confirm aids are charged and the case has battery remaining
4. Check the cable/charging case/outlet -- use a USB-C cable. Try a different outlet. Test the outlet with another device to confirm it works
5. Clean the microphone -- use the cleaning tool to remove debris
6. Check volume -- confirm it's not at minimum (short press to increase)

• Green insulation sticker not removed: New units ship with a green sticker on the charging contacts. Both aids must have stickers removed before first use. This is the #1 cause of Pro+ charging issues on new units.
• Check the digital display: The case shows battery percentage. If it reads 0% or shows nothing, charge the case first via USB-C
• Dirty contacts: Clean charging contacts on both the aids and inside the case
• Wrong slot: Left (L) aid in left slot; Right (R) in right slot
• Check the outlet: Try a different outlet; test with another device
• Faulty cable: Try a different USB-C cable

1. Check insertion first -- have the customer show you how they insert the device. Button should sit above the mic when worn correctly
2. Try a different hearing mode -- long press ~2 sec to switch. 1 beep = Quiet, 2 beeps = Noise Reduction, 3 beeps = Outdoor, 4 beeps = Music. A different mode may suit the environment better
3. Check battery level -- check the digital percentage display on the case
4. Increase the volume -- short press to cycle through 9 levels
5. Clean earwax -- from the microphone and ear tip using the cleaning tool
6. Check for moisture -- if the customer is in a humid environment, recommend using the UV Dryer

1. Open the ear canal -- wrap the opposite arm over the top of the head and gently pull the ear upward and back to straighten and open the canal
2. Open the mouth wide -- this relaxes the jaw and widens the ear canal, making insertion easier
3. Use the removal handle -- the Pro+ has a removal handle instead of a cord. To remove, gently pull the handle outward
4. Try a smaller size -- if the tip feels too large or difficult to insert
5. Warm the tip -- gently between your fingers to soften the silicone
6. Be patient -- most users need a few tries to find the right fit and technique

Warning: If a tip becomes stuck and cannot be removed easily, the customer should seek medical assistance. Do not use tweezers or cotton swabs.

1. Lower the volume -- high volume is a common cause of feedback with BTE devices
2. Try a different ear tip size -- a poor seal between the tip and the ear canal causes whistling
3. Re-insert correctly -- confirm the thin tubing and ear tip are properly seated; the retention wire should rest in the bowl of the ear, not be pulled away
4. Check for damaged tips -- replace if worn, cracked, or clogged
5. Don't obstruct the microphone -- the microphone is on the body of the device behind the ear; avoid covering it
6. Place back in case and re-remove -- this ensures a clean activation

1. Remove from the case fully -- the device turns on automatically upon removal
2. Try manual turn-on -- hold Button 2 for the full 5 seconds
3. Check battery -- charge if the display shows a low percentage
4. Clean the microphone -- use the cleaning tool
5. Check volume -- confirm it's not at minimum; press Button 1 to increase

• Correct slots: Hearing aids must be in the correct left/right slots
• USB cable: Confirm USB cable is firmly connected to the case and power source
• Clean contacts: Wipe charging contacts on both the aids and inside the case with a dry cloth
• Case battery: Check the case's own battery percentage on the digital display; charge the case first if it's low
• Try a different cable: Use another compatible USB cable if available

1. Check insertion first -- make sure the ear tip is properly seated in the canal and the device is sitting comfortably behind the ear. A loose tip means sound leaks before reaching the eardrum
2. Check the case display -- for battery level; recharge if needed
3. Increase volume -- using Button 1
4. Try a different listening mode -- hold Button 1 for 2 seconds to cycle through modes (General, Restaurant, Outdoor, Music). Some modes filter sound differently and may resolve the issue
5. Clean earwax -- from the ear tip and microphone using the provided cleaning tool
6. Check for moisture -- if the customer is in a humid environment or has moist ear canals, recommend using the UV Dryer (8 min UV sterilization + 3 or 6 hr heat drying cycle)