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.

WHY USE THE BEYOND APP WHEN I CAN STREAM TO MY HEARING AIDS WITH THE IPHONE ALONE?

Using the BEYOND app will allow you to have full functionality with your Widex BEYOND hearing aids. Using the BEYOND app allows access to: Personalized programs, directional focus, and individual adjustment of bass, middle and treble sounds.


WHY AM I ONLY HEARING THE STREAMING SOUND IN ONE EAR?

Please check that both hearing aids are connected to the phone and that the volume of both hearing aids is the same. Check that there is a fresh battery in the hearing aid with no streaming sound. Finally, check in the iPhone settings that you have streaming set to both hearing aids. Settings > General > Accessibility > Hearing Aids > tap on your hearing aids in DEVICES > check Stream to hearing aids.


WHY IS THE STREAMING SOUND QUALITY NOT AS GOOD AS EXPECTED?

You may experience a better sound quality when listening to music streaming by selecting the Music program via the app (Music program is not available in all models).


WHY CAN’T I SELECT/FIND A MUSIC PROGRAM?

If you cannot see the Music program in your list of programs, please contact your hearing care professional to have it added (Music program is not available in all models).


CAN I USE MY OTHER DEX ACCESSORIES WITH MY BEYOND HEARING AIDS?

Widex BEYOND hearing aids are compatible with the all DEX accessories except the M-DEX. Please ensure that you are not streaming from your iPhone to hear streams from any DEX accessories.


WHY DOES MY WIDEX DEX ACCESSORY STREAMING GET INTERRUPTED?

You will need to ensure that you are not streaming sound from your phone to hear streaming from DEX accessories. Stop the stream from your phone to connect to your DEX accessories.


WHY CAN’T I USE MY RC-DEX OR HEARING AID BUTTON TO CONTROL MY BEYOND HEARING AIDS?

The RC-DEX and hearing aid buttons are inactive during streaming. Stop streaming to activate the program button.


WHY CAN’T I CHOOSE ALL DIRECTIONS IN THE DIRECTIONAL FOCUS PROGRAM?

You will only be able to choose all directions in Directional focus if you have a connected pair of Widex BEYOND hearing aids, and you are using the Widex BEYOND app to control them.


WHY CAN’T I ADD PHOTOS TO PROGRAMS?

You may not have given permission to the Widex BEYOND app to access your camera and photos. Go to: Settings > scroll down to the BEYOND app > then switch on permission for Photos and Camera.


WHY ARE YOU ASKING TO ACCESS MY CAMERA AND PHOTOS?

The Widex BEYOND app would like to access your photos and camera to allow you to personalize programs by adding your own photos.


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 BEYOND app > Location > select Always Or:  You may have disabled Location Services altogether. Go to Settings > Privacy > Location Services and enable Location Services.


WHY CAN’T I ADD LOCATION TO PROGRAMS?

You may not have given permission to the app to access your location. Go to: Settings > scroll down to the BEYOND app > Location > select Always. Or: You may have disabled location services altogether. Go to Settings > Privacy > Location Services and enable Location Services.


WHY ARE YOU ASKING TO USE MY LOCATION?

The Widex BEYOND 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 INSTALL THE BEYOND APP ON MY APPLE WATCH?

You must be running Apple Watch OS 2.0 or later to install the Widex BEYOND Apple Watch app.


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. 


HOW MANY PERSONAL PROGRAMS CAN I CREATE?

You can save up to 5 personal programs in a non-streaming mode and up to 5 personal programs in iPhone streaming modes. No personal programs can be created when streaming DEX accessories.


HOW DO I UNMATCH MY IPHONE AND MY BEYOND HEARING AIDS?

Via the iPhone settings. Settings > General > Accessibility > Hearing Devices > tap on your hearing aids in DEVICES > Forget this device.

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