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

Thrive Hearing Control app

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

Apple® compatibility

Thrive Hearing Control app runs on iOS 11 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 devices have been tested for compatibility:

iPhone XS
iPhone XR
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
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 touch (6th generation)

Android compatibility

Thrive Hearing Control app runs on Android 6.0 or higher. The following phones have been tested for compatibility:

Samsung Galaxy® S9+
Samsung Galaxy® S8+
Samsung Galaxy® S8
Samsung Galaxy® S7 Edge
Samsung Galaxy® S7
Samsung Galaxy® S6 Edge
Samsung Galaxy® S6
Samsung Galaxy® Note 9
Samsung Galaxy® Note 8
Samsung Galaxy® Note 5
Google Pixel 3
Google Pixel 3 XL
Google Pixel 2
Google Pixel 2 XL
Google Pixel
Google Pixel XL
Google Nexus 6P
Google Nexus 5X
HTC 10
HTC 9
HTC One M8
HTC One M7
HTC U11 Life
LG LV-30
Motorola X4

Thrive Hearing Control app streaming functionality with smartphones running the Android operating system requires the Starkey Hearing Technologies Remote Microphone +.

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.

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.

For TruLink features compatible with Android devices, learn more here.