HEARING AIDS FAQ
Find an answer to your question in our FAQ section. If you can't find an answer to your question, our friendly staff will be happy to help you.
WHAT IS SOUNDSENSE LEARN?
SoundSense Learn optimizes your hearing experience in a given sound environment. Whenever you encounter sound environments where you would like to optimize the sound, go to SoundSense Learn and follow the simple instructions.
Compare two different sound profiles, indicate which one you like more, and then let SoundSense Learn calculate your preference. The more comparisons you do, the more SoundSense Learn will learn about your preferences. You can then save the settings as a program and use them whenever you would like.
Please note that SoundSense Learn is exclusively available on selected Evoke hearing aids (440, 330, 220).
WHAT IS PURESOUND?
Typically, sound processed in a hearing aid reaches the eardrum later than sound heard directly. And when these two ‘out of sync’ signals mix, you get an artificial sound.
The PureSound program solves that with an ultrafast signal pathway that eradicates the unpleasant artefacts.
CAN I STREAM SOUND FROM MY ANDROID PHONE DIRECTLY TO MY HEARING AIDS?
Not at this time. We recommend using the COM-DEX solution to stream to both ears with an Android phone.
WHY IS IT THAT MY ANDROID PHONE DOES NOT CONNECT TO BOTH OF MY HEARING AIDS, AND THE CONNECTION DOES NOT SEEM STABLE?
Your phone probably does not fully comply with the Android Bluetooth LE protocol. Please check the Widex Evoke app compatibility list for phone models supported, or check with your hearing care professional.
WHY DOES THE STREAMING EXPERIENCE DIFFER WHEN USING DIFFERENT MUSIC OR VIDEO STREAMING APPS?
When streaming music or video, the traveling of data can be affected by many factors in the entire wireless network. Often, poor internet connection or streaming high-definition data can cause interruptions to your listening experience.
HOW DO I TURN OFF NOTIFICATION SOUNDS FROM OTHER APPS (E.G., GMAIL, FACEBOOK)?
The hearing aids play all the sounds that the iOS tells them to stream. Refer to your iPhone and/or the individual app settings to disable sounds generated by other apps. Go to Settings > Notifications or Settings > Sounds, to configure your preferences.
CAN I CONTROL MY DEFAULT STREAMING TO MY CAR'S BLUETOOTH SYSTEM?
No. The iPhone (iOS) decides the default routing of the audio streaming automatically and currently does not provide a setting for users to change the default. You can however, turn off Bluetooth in the EVOKE App and then connect to the Bluetooth system in your care to stream phone calls or music.
HOW DO I SEE WHICH VERSION OF HEARING AID FIRMWARE I'M USING?
On the app home screen, press the menu icon in the lower right corner nd then select “About". The firmware version is listed here.
WHY ARE YOU ASKING TO ACCESS MY CAMERA AND PHOTOS?
The app would like to access your photos and camera to allow you to personalize programs by adding your own photos.
WHY ARE YOU ASKING TO USE MY LOCATION?
The app would like to access your location to allow you to define locations where programs are automatically activated and to enable the Find my hearing aids feature.
WHY CAN'T I USE "FIND MY HEARING AIDS"?
You may not have given permission to the app to access your location. Go to: Settings > scroll down to the MOMENT app > Location > select Always Or: You may have disabled Location Services altogether. Go to Settings > Privacy > Location Services and enable Location Services.
HOW DO I CONTROL STREAMING?
You need to use the WIDEX MOMENT App to start/stop streaming and to adjust the streaming volumes. It is also possible to change the streaming program to match the preference towards speak or music.
WHY DO I SOMETIMES EXPERIENCE INTERFERENCE IN THE STREAMING SOUND?
Radio transmissions can be disturbed by other electromagnetic fields, which may come from, for example, power lines, Wi-Fi, and microwave ovens.
WILL TV PLAY BE SUPPORTED?
Yes – all Bluetooth MOMENT devices will be able support TV PLAY as of early 2021. For Bluetooth MOMENT HA’s already in the market a software update will be made available via the latest version of the MOMENT App.
WHAT IS SOUNDSENSE LEARN?
SoundSense Learn optimizes your hearing experience in a given sound environment. Whenever you encounter sound environments where you would like to optimize the sound, go to SoundSense Learn and follow the simple instructions.
Compare two different sound profiles, indicate which one you like more, and then let SoundSense Learn calculate your preference. The more comparisons you do, the more SoundSense Learn will learn about your preferences. You can then save the settings as a program and use them whenever you would like.
Please note that SoundSense Learn is exclusively available on selected Evoke hearing aids (440, 330, 220).
HOW DO I DELETE PERSONAL PROGRAMS?
Select “Sound menu”, then press the icon in the top-right corner which takes you to the edit menu. Click on "Delete program", and you will be asked to confirm this action.
CAN I STREAM SOUND FROM MY ANDROID PHONE DIRECTLY TO MY HEARING AIDS?
Not at this time. We recommend using the COM-DEX solution to stream to both ears with an Android phone.
WHY IS IT THAT MY ANDROID PHONE DOES NOT CONNECT TO BOTH OF MY HEARING AIDS, AND THE CONNECTION DOES NOT SEEM STABLE?
Your phone probably does not fully comply with the Android Bluetooth LE protocol. Please check the Widex Evoke app compatibility list for phone models supported, or check with your hearing care professional.
WHY DOES THE STREAMING EXPERIENCE DIFFER WHEN USING DIFFERENT MUSIC OR VIDEO STREAMING APPS?
When streaming music or video, the traveling of data can be affected by many factors in the entire wireless network. Often, poor internet connection or streaming high-definition data can cause interruptions to your listening experience.
HOW DO I TURN OFF NOTIFICATION SOUNDS FROM OTHER APPS (E.G., GMAIL, FACEBOOK)?
The hearing aids play all the sounds that the iOS tells them to stream. Refer to your iPhone and/or the individual app settings to disable sounds generated by other apps. Go to Settings > Notifications or Settings > Sounds, to configure your preferences.
CAN I CONTROL MY DEFAULT STREAMING TO MY CAR'S BLUETOOTH SYSTEM?
No. The iPhone (iOS) decides the default routing of the audio streaming automatically and currently does not provide a setting for users to change the default. You can however, turn off Bluetooth in the EVOKE App and then connect to the Bluetooth system in your care to stream phone calls or music.
HOW DO I SEE WHICH VERSION OF HEARING AID FIRMWARE I'M USING?
On the app home screen, press the menu icon in the lower right corner nd then select “About". The firmware version is listed here.
WHY ARE YOU ASKING TO ACCESS MY CAMERA AND PHOTOS?
The app would like to access your photos and camera to allow you to personalize programs by adding your own photos.
WHY ARE YOU ASKING TO USE MY LOCATION?
The app would like to access your location to allow you to define locations where programs are automatically activated and to enable the Find my hearing aids feature.
WHY CAN'T I USE "FIND MY HEARING AIDS"?
You may not have given permission to the app to access your location. Go to: Settings > scroll down to the EVOKE app > Location > select Always Or: You may have disabled Location Services altogether. Go to Settings > Privacy > Location Services and enable Location Services.
CAN TV PLAY SUPPORT MULTIPLE SETS OF HEARING AIDS?
Yes. TV PLAY does not have restrictions on how many sets of hearing aids it can stream to.
WHICH HEARING AID MODEL IS COMPATIBLE WITH TV PLAY?
Currently, EVOKE 2.4GHz is compatible with TV PLAY.
HOW DO I CONTROL STREAMING?
You need to use the WIDEX EVOKE App to start/stop streaming and to adjust the streaming volumes.
HOW TO START AND STOP STREAMING FROM TV PLAY
Once your hearing aids are paired with TV PLAY, the EVOKE App automatically displays a new TV PLAY program. To start streaming, switch to this program. To stop streaming, switch to another program.
HOW COME I DON'T SEE THE TV PLAY PROGRAM IN MY EVOKE APP?
Try pairing your hearing aids with TV PLAY again. Once your hearing aids are paired with TV PLAY, the EVOKE APP automatically displays a new TV PLAY program.
WHY DO I SOMETIMES EXPERIENCE INTERFERENCE IN THE STREAMING SOUND?
Radio transmissions can be disturbed by other electromagnetic fields, which may come from, for example, power lines, Wi-Fi, and microwave ovens.
WHY DOES MY TV NOT PLAY ANY SOUND FOR OTHER PEOPLE WATCHING THE TV?
There can be different reasons. You might have connected the audio to the TV's headphone plug via a mini jack-to-jack cable (which is not included in your TV PLAY package). Some TVs might have a settings menu to control whether the TV speaker plays sound or not.
DO I HAVE TO ATTACH TV PLAY TO THE BACK OF THE TV? CAN I PLACE IT ON A BENCH?
No, you don't have to attach TV PLAY to the back of the TV. You can place it on the TV bench.
HOW MANY TV PLAY DEVICES CAN MY HEARING AIDS PAIR WITH?
Currently, your hearing aids can pair with 1 TV PLAY device at a time.
WHAT IS THE DIFFERENCE BETWEEN TV PLAY AND TV-DEX?
TV PLAY is compatible with EVOKE 2.4GHz hearing aids with direct streaming capabilities.TV-DEX is compatible with DREAM, UNIQUE, BEYOND and EVOKE series, except for the form factor CIC-micro, which does not provide wireless capability.
