Hearing Aid Troubleshooting Problems

Simple steps to enhance hearing aid performance

Maintaining your hearing aid through daily cleaning and regular service is extremely important. Proper care helps retain optimum hearing conditions, extends the life of your hearing aid, and ensures proper hygiene.

Troubleshooting

Before taking your hearing aids in for servicing, check this list of symptoms and possible solutions. If the problem persists, contact a hearing professional.

  • Hearing instrument is "dead"
    Possible Causes
    Solutions
    Possible CauseDepleted battery or 'dead' battery
    SolutionReplace the battery
    Possible CauseThe receiver tube may be blocked
    SolutionRemove blockage and clean
    Possible CauseThe instrument may be damaged or defective
    SolutionSee your hearing professional
  • Hearing instrument is not loud enough
    Possible Causes
    Solutions
    Possible CauseThe receiver tube may be blocked
    SolutionRemove blockage and clean
    Possible CauseYour hearing has changed
    SolutionSee your hearing professional
  • Performance is inconsistent
    Possible Causes
    Solutions
    Possible CauseThe battery may be running low
    SolutionReplace the battery
  • The sound is distorted or unclear
    Possible Causes
    Solutions
    Possible CauseThe battery may be running low
    SolutionReplace the battery
    Possible CauseThe instrument may be damaged or defective
    SolutionSee your hearing professional

How to care for your hearing aid

  • Handle your hearing aid with care.
  • Store your hearing aid in a safe place that's dry and cool.
  • Change hearing aid batteries often so they don't suddenly run out of power.
  • Switch off your hearing aid when you're not using it. If you don't use it for a long period of time, remove the battery.
  • Battery contacts should be cleaned regularly. Use a cotton swab, taking care not to bend the contacts. Dirty battery contacts can cause improper device function.
  • Remove earwax from your hearing aid to prevent temporary malfunction or permanent damage.
  • Clean your hearing aid using the small brush or the soft cloth that came with it. Never insert tools into the sound outlet. Doing so could damage the receiver. If you can't clean the hearing aid completely, ask your hearing professional for help.
  • Change filters often so they don't collect wax or dirt.
  • Accumulated earwax may prevent sounds from traveling from the hearing aid into the middle ear. Contact your doctor regularly to have your ear canals cleaned. Never remove the earwax from the ear yourself. Doing so could damage your ear.
  • Don't wear your hearing aid
    • in the shower
    • swimming
    • when using a hair dryer, hair spray or other types of spray

Smartphone compatibility

Thrive Hearing Control app

The Thrive Hearing Control app lets you easily connect your AGXs Evolv AI, AGXsliv Edge AI, AGXsliv AI and AGXsliv hearing aids to your Apple® and Android™ devices.

  • Apple compatibility

    Thrive Hearing Control app runs on iOS 14 or higher. For best performance, we recommend using the most current iOS version. iOS UPDATE NOTE: When updating the version of iOS on your iPhone, the hearing aids may lose connection, requiring you to un-pair and re-pair the hearing aids with your iPhone. The following Apple devices have been tested and certified as compatible:

    iPhone models
    iPhone 12 Pro Max
    iPhone 12 Pro
    iPhone 12 mini
    iPhone 12
    iPhone 11 Pro Max
    iPhone 11 Pro
    iPhone 11
    iPhone XS Max
    iPhone XS
    iPhone XR
    iPhone X
    iPhone SE (2nd generation)
    iPhone 8
    iPhone 8 Plus
    iPhone 7
    iPhone 7 Plus
    iPhone 6s
    iPhone 6s Plus
    iPhone 6
    iPhone 6 Plus
    iPhone SE (1st generation)
    iPhone 5s

    iPad models
    iPad Pro (12.9-inch 2nd generation; 12.9-inch 1st generation; 10.5-inch; 9.7-inch)
    iPad Air 2
    iPad Air
    iPad (6th generation; 5th generation)
    iPad mini 4
    iPad mini 3
    iPad mini 2

    iPod models
    iPod touch (6th generation)

    Apple, the Apple logo, iPhone, iPad, iPod touch and Apple Watch are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc. "Made for iPod," "Made for iPhone" and “Made for iPad" mean that an electronic accessory has been designed to connect specifically to iPod, iPhone, or iPad, respectively, and has been certified by the developer to meet Apple performance standards. Apple is not responsible for the operation of this device or its compliance with safety and regulatory standards. Please note that the use of this accessory with iPod, iPhone, iPad or Apple Watch may affect wireless performance.

  • Android compatibility

    Thrive Hearing Control app runs on Android 7.0 and higher. The following phones have been tested and certified as compatible:

    Android devices capable of streaming audio directly to hearing aids using Android 10.0 and higher:

    Samsung Phones
    Samsung Galaxy® S21 Ultra 5G
    Samsung Galaxy® S21+ 5G
    Samsung Galaxy® S21 5G
    Samsung Galaxy® S20 FE 5G
    Samsung Galaxy® S20
    Samsung Galaxy® S20+
    Samsung Galaxy® S20 Ultra 5G
    Samsung Galaxy® S20 5G
    Samsung Galaxy® S10 Lite
    Samsung Galaxy® S10 5G
    Samsung Galaxy® S10
    Samsung Galaxy® S10+
    Samsung Galaxy® S10e
    Samsung Galaxy® S9
    Samsung Galaxy® S9+
    Samsung Galaxy®Note 20 5G
    Samsung Galaxy® Note20 Ultra
    Samsung Galaxy® Note20
    Samsung Galaxy® Note 10+
    Samsung Galaxy® Note 10
    Samsung Galaxy® Note 10 Lite
    Samsung Galaxy® Note 9
    Samsung Galaxy® A50
    Samsung Galaxy® A51
    Samsung Galaxy® A71
    Samsung Galaxy® Z Flip 5G
    Samsung Galaxy® Z Flip

    Google Phones
    Google Pixel 5
    Google Pixel 4a
    Google Pixel 4a 5G
    Google Pixel 4
    Google Pixel 4 XL
    Google Pixel 3a
    Google Pixel 3a XL
    Google Pixel 3
    Google Pixel 3 XL

    Other Phones
    OnePlus 7T
    OnePlus 9R

    Android devices that support streaming audio to hearing aids using the Remote Microphone + accessory:

    Samsung Phones
    Samsung Galaxy® S8+
    Samsung Galaxy® S8
    Samsung Galaxy® S7
    Samsung Galaxy® S7 Edge
    Samsung Galaxy® S6
    Samsung Galaxy® S6 Edge
    Samsung Galaxy® Note 8
    Samsung Galaxy® A40
    Samsung Galaxy® A21

    Google Phones
    Google Pixel 2
    Google Pixel 2 XL

    Other Phones
    HTC 10
    HTC One M8
    HTC U11 Life
    Huawei P30
    Huawei P30 Pro
    LG LV-30
    Motorola Moto G7
    Doro 8035

    We are constantly evaluating Android products and their compatibility with our hearing aids. Due to the complex nature of the Android platform and many different types of products utilizing this platform, we test each product separately and will provide compatibility information as we complete our rigorous testing.

    Android and Google Play are trademarks of Google LLC. Galaxy S, Galaxy Note and Samsung Galaxy Apps are registered trademarks of Samsung Electronics Co., Ltd. HTC One is a trademark of HTC Corporation.

TruLink Hearing Control app

The TruLink Hearing Control app streams music, media and more directly from your iPhone, iPad, iPod touch and Apple Watch to your hearing aids*. Apple Watch can control volume and memories of smartphone compatible hearing aids when connected to iPhone and/or iPad.

Apple® compatibility

TruLink Hearing Control app supports smartphone compatible AGX sp iQ, AGX sp2, AGX sp hearing aids and offers a variety of enhanced adjustment capabilities. The app relies on Apple’s Operating System (iOS) to manage the connectivity between the smartphone compatible hearing aids.

TruLink has been tested and is compatible with the following version of Apple’s Operating System (iOS):
iOS 11 or higher

iOS UPDATE NOTE: When updating the version of iOS on your iPhone, the hearing aids may lose connection, requiring you to un-pair and re-pair the hearing aids with your iPhone. There is a pairing tutorial video on our Instructional Videos page under TruLink Accessories.

TruLink is compatible with the following Apple devices:
iPhone X
iPhone 8
iPhone 8 Plus
iPhone 7
iPhone 7 Plus
iPhone 6s
iPhone 6s Plus
iPhone 6
iPhone 6 Plus
iPhone SE
iPhone 5s
iPhone 5c
iPhone 5
iPhone 4s (AGXsp only)
iPad Pro
iPad Air 2
iPad Air
iPad (4th generation)
iPad mini 4
iPad mini 3
iPad mini with Retina display
iPad mini
iPod touch (5th generation)
Apple Watch – requires iPhone 5 or later

For best performance, we recommend using TruLink 4.3.

Android compatibility

We are constantly evaluating Android products and their compatibility with our hearing aids. Due to the complex nature of the Android platform and many different types of products utilizing this platform, we test each product separately and will provide compatibility information as we complete our rigorous testing. Remember to check this page for updated Android compatibility information.

TruLink Hearing Control app* supports AGX sp iQ, AGX sp2, AGX sp hearing aids and is compatible with the following Android products and operating systems:
Samsung Galaxy® S9+ running Android OS 8.0
Samsung Galaxy® S8 running Android OS 7.0
Samsung Galaxy® S7 Edge running Android OS 7.0
Samsung Galaxy® S7 running Android OS 7.0
Samsung Galaxy® S6 Edge Plus running Android OS 7.0
Samsung Galaxy® S6 Edge running Android OS 7.0
Samsung Galaxy® S6 running Android OS 5.0
Samsung Galaxy® S5 running Android OS 4.4.4
Samsung Galaxy® S4 running Android OS 4.4.4
Samsung Galaxy® Note 8 running Android OS 7.0
Samsung Galaxy® Note 7 running Android OS 6.0
Samsung Galaxy® Note 5 running Android OS 5.1.1
Samsung Galaxy® Note 4 running Android OS 5.0.1
Samsung Galaxy® Note 3 running Android OS 5.0

Google Pixel running Android OS 7.0
Google Pixel XL running Android OS 7.0
Google Pixel 2 running Android OS 8.0
Google Pixel 2 XL running Android OS 8.0
Google Nexus 6P running Android OS 8.0
Google Nexus 5X running Android OS 7.1.1

HTC 10 running Android OS 7.0
HTC One M9 running Android OS 6.0
HTC One M8 running Android OS 6.0
HTC One LTE (M7) running Android OS 5.0

*TruLink Hearing for Android does not provide streaming at this time.