Naida L SP Hearing Aid

Frequently Asked Questions

Ensuring a positive experience with your Phonak Hearing Aids and Accessories is our top priority. Here you can find answers to frequently asked questions; Bluetooth connectivity, hearing aid settings and sound quality, Roger wireless microphones, TV Connector and instructions on how to use Phonak products.


 

 

Bluetooth streaming and phone calls

1.    Go to your iPhone home screen and tap on the “Settings” icon. 
2.    In the settings menu, tap on the “Bluetooth®” icon. 
3.    Tap on the slider to turn Bluetooth “on.” 
4. First, open the battery door for 5 seconds and then close it or switch the hearing aids off and on again if you have rechargeable Phonak hearing aids. 
5.    After several seconds, the name of your Phonak hearing aids will appear on the iPhone screen.  
6. Select the hearing aid from the Bluetooth-enabled devices list.  
7.  A beep from the hearing aid confirms successful pairing. 

Your iPhone is now connected to the Phonak hearing aids.

1.    Go to the Android phone’s home screen and tap on the “Settings” icon. 
2.    In the settings menu, tap on the “Bluetooth®” icon. 
3.    Tap on the slider to turn Bluetooth “on”. 
4.    First, open the battery doors for 5 seconds and then close them or switch the hearing aids off and on again if you have rechargeable Phonak hearing aids. 
5.    After several seconds, the name of your Phonak hearing aids will appear on the list of available devices. 
6.    Select the hearing aid from Bluetooth enabled devices list.    
7.    A beep from the hearing aid confirms successful pairing.   
 
Your Android smartphone is now connected to the Phonak hearing aids.

To make a phone call on your computer with your hearing aids, follow the steps below.

  1. Ensure Bluetooth is enabled on your computer/laptop/tablet and search for Bluetooth-enabled devices in the connectivity settings menu.
  2. Open and close the battery doors of the hearing aids to enter pairing mode, or switch the hearing aid off and on again if you have rechargeable Phonak hearing aids.
  3. You now have 3 minutes to pair your hearing aids with your computer.
  4. Your computer shows a list of found Bluetooth-enabled devices. Select the hearing aid from the list to pair the hearing aid.
  5. If you are wearing your hearing aids, you will hear a confirmation.
  6. Once the hearing aids are connected to your computer, you can make calls using FaceTime, Skype or WhatsApp.

Please consider the following points:

  • The Phonak TV Connector device is recommended to stream the TV audio directly to the Phonak hearing aids. This will turn your hearing into a wireless stereo headset. 
  • For more information regarding Phonak TV Connector, visit our product information website or contact your hearing care professional.

  • If possible, increase the distance between you and the noise source. The best is to look for a quiet place during phone calls. This will also improve the quality of your phone partner. 
  • Use the volume control on the mobile phone to increase the call volume. 
  • If the multi-function button on your Phonak hearing aids is set to work as a volume control, press the upper button to increase the volume of the phone call and reduce the volume of the surrounding sounds.

Using Phonak hearing aids, there are two ways to change the volume of a phone call:

  • Using the volume buttons on your mobile phone.
  • If your Phonak hearing aids were configured accordingly by your hearing care professional, you may also use the hearing aid multi-function button:
    • To make the volume louder, use the upper push button.
    • To make the volume softer, use the lower push button.
  • If your Phonak hearing aids have a single push-button, ask your hearing care professional how it has been configured.

For further questions regarding your volume preferences, check the printed hearing aid settings received after your fitting, or contact your hearing care professional.

The easiest way to ensure calls are routed through your hearing aids directly is to answer incoming phone calls using the push button of the hearing aid. If you still cannot hear the caller on the phone- increase the volume of the call using the volume buttons on the phone. For outgoing calls- initiate the call normally. Depending on your iPhone configuration- the call will be routed to the hearing aids automatically. After accepting or during a call- you can change the routing of the call from the iPhone to the hearing aids by following these steps:

  1. From the call screen- select the Audio button
  2. A menu will pop up showing all routing options
  3. Select NAME OF HEARING AIDS
  4. You will now hear the caller in your hearing aids

Please NOTE: You may also configure your iPhone to route the call to your hearing aid by default. See the configuration options of the phone. If the buttons of your hearing aid are configured as volume buttons by your hearing care professional, you may also adjust the volume of the phone call using the hearing aid buttons. If this does not work- delete the pairing from your phone- reboot the phone and hearing aids- and then re-pair them to your phone.

Pairing and connecting to apps

Phonak hearing aids support Bluetooth classic, the Hands Free Profile (HFP) and the Advanced Audio Distribution Profile (A2DP) and therefore support listening to audiobooks, music, or videos and making hands free phone calls.

What phones will work with Phonak hearing aids? Which version of Bluetooth are the Phonak hearing aids compatible with?

Phonak hearing aids are Bluetooth 4.2 certified. Any mobile device that supports Bluetooth, Hands-Free Profile (HFP), and Advanced Audio Distribution Profile (A2DP) should work with your Phonak hearing aids.

  • For phone calls, any phone supporting Bluetooth 2.1 and newer should work.
  • Phones with Bluetooth versions before 2.1 may still work.
  • For using the myPhonak app, your phone must fulfill the following minimal requirements:
OS and Bluetooth version  
iOS version 15.0 and Bluetooth version 4.2 or newer Android version 8.0 and Bluetooth version 4.2 or newer

To pair and connect non-rechargeable hearing aids, please launch myPhonak app and follow the steps:

1. Tap on “Pair device” to start pairing.
2. Turn on Bluetooth® to allow myPhonak to connect to the devices.
3. To enable pairing, restart your hearing aids by opening and closing the battery door.
4. Tap on “Continue” to start pairing process. App will be searching for devices.
5. “Device found” will appear on the app screen. Select your hearing aid. It can take some time for the hearing aid to connect.
6. Bluetooth pairing request for each hearing aid will appear on the phone screen. Tap “Pair”.
7. Hearing aids are now successfully paired to the app. Tap “Continue” to complete the process or select “Optional settings” to see how to enable hearing aid controls for phone calls and streaming.

To pair and connect rechargeable hearing aids, please launch myPhonak app and follow the steps:

1. Tap on “Pair device” to start pairing.
2. Turn on Bluetooth® to allow myPhonak to connect to the devices.
3. Restart the hearing aids to enable the Bluetooth pairing mode:

  • Push and hold the lower part of the hearing aid button for 4 seconds until the light turns red,
  • Push and hold the lower part of the hearing aid button for 2 seconds until the light flashes green.

4. Tap on “Continue” to start pairing process. App will be searching for devices.
5. “Device found” will appear on the app screen. Select your hearing aid. It can take some time for the hearing aid to connect.
6. Bluetooth pairing request for each hearing aid will appear on the phone screen. Tap “Pair”.
7. Hearing aids are now successfully paired to the app. Tap “Continue” to complete the process or select “Optional settings” to see how to enable hearing aid controls for phone calls and streaming.

To pair and connect non-rechargeable hearing aids, please launch myPhonak app and follow the steps:

  1. 1. Tap on “Pair device” to start pairing.
    2. Turn on Bluetooth® to allow myPhonak to connect to the devices.
    3. For the initial setup of the app Location Services must be enabled on the smartphone.
    4. To enable pairing, restart the hearing aids by opening and closing the battery door.
    5. Tap on “Continue” to start pairing process. App will be searching for devices.
    6. “Device found” will appear on the app screen. Select your hearing aid.  It can take some time for the hearing aid to connect.
    7. Bluetooth pairing request for each hearing aid will appear on the phone screen. Tap “Pair”.
    8. Hearing aids are now successfully paired to the app. Tap “Continue” to complete the process or select “Optional settings” to see how to enable hearing aid controls for phone calls and streaming.

To pair and connect rechargeable hearing aids, please launch myPhonak app and follow the steps:

  • 1. Tap on “Pair device” to start pairing.
    2. Turn on Bluetooth® to allow myPhonak to connect to your devices.
    3. For the initial setup of the app Location Services must be enabled on the smartphone.
    4. Restart the hearing aids to enable the Bluetooth pairing mode:
  • Push and hold the lower part of the hearing aid button for 4 seconds until the light turns red,
  • Push and hold the lower part of the hearing aid button for 2 seconds until the light flashes green.
  • 5. Tap on “Continue” to start pairing process. App will be searching for devices.
    6. “Device found” will appear on the app screen. Select your hearing aid. It can take some time for the hearing aid to connect.
    7. Bluetooth pairing request for each hearing aid will appear on the phone screen. Tap “Pair”.
    8. Hearing aids are now successfully paired to the app. Tap “Continue” to complete the process or select “Optional settings” to see how to enable hearing aid controls for phone calls and streaming.

How to repair connection issues ocurring with myPhonak on iPhone

  • Close and re-open the myPhonak app and try again to connect.
  • Turn off and on the Bluetooth on the phone and try again to connect.
  • Restart the hearing aids and try again to connect.
  • Restart your phone and try again to connect.

If none of the above helps:

Sometimes a connection to the hearing aids cannot be established after an app update, an OS update of the smartphone, or when the fitting of the hearing aids has changed. In this case, a full reset of the app is recommended which includes the deletion of the Bluetooth® pairings and any Bluetooth settings:

  • Close the app and uninstall the app from the smartphone.
  • Go to Bluetooth settings in the smartphone.
  • On the list of paired devices, find the two or three items representing the user hearing aids. Please note that the third listed item is for the phone call / streaming functionality.
  • Click on each of the paired devices and unpair them.
  • Install the myPhonak app again from App Store.
  • Follow the onboarding instructions until reaching the Home section. Then press "Pair device". 
  • Follow the pairing instructions.
  • When reaching the screen with "Connect your hearing aids to myPhonak", restart the hearing aids. Instructions for this can be found in the screen. 
  • Click “Continue” in the app and the pairing will start, follow the instructions until reaching screen saying "Pairing complete!"
  • If the user wants to enable phone calls, audio streaming and Tap Control this can be set up by pressing "OPTIONAL SETTINGS" and follow the instructions.
  • The hearing aids should now be successfully paired.

How to repair connection issues ocurring with myPhonak on Android smartphones

  1. Close and re-open the myPhonak app and try again to connect.
  2. Turn off and on the Bluetooth on the phone and try again to connect.
  3. Restart the hearing aids and try again to connect.
  4. Restart your phone and try again to connect.

If none of the above helps:

Sometimes a connection to the hearing aids cannot be established after an app update, an OS update of the smartphone, or when the fitting of the hearing aids has changed. In this case, a full reset of the app is recommended which includes the deletion of the Bluetooth® pairings and any Bluetooth settings:

  1. Close the app and uninstall the app from the smartphone.
  2. Go to Bluetooth settings in the smartphone.
  3. On the list of paired devices, find the two or three items representing the user hearing aids. Please note that the third listed item is for the phone call / streaming functionality.
  4. Click on each of the paired devices and unpair them.
  5. Install the myPhonak app again from Google Play Store.
  6. Follow the onboarding instructions until reaching the Home section. Then press "Pair device". 
  7. Follow the pairing instructions.
  8. When reaching the screen with "Connect your hearing aids to myPhonak", restart the hearing aids. Instructions for this can be found in the screen. 
  9. Click “Continue” in the app and the pairing will start, follow the instructions until reaching screen saying "Pairing complete!"
  10. If the user wants to enable phone calls, audio streaming and Tap Control this can be set up by pressing "OPTIONAL SETTINGS" and follow the instructions.
  11. The hearing aids should now be successfully paired.

  • Make sure that during the initial setup of the app that you have paired both hearing aids.

  • Make sure the hearing aids are turned on and the battery is charged or new!

Try to restart your hearing aids to solve the issue:

  • Non-rechargeable models: Open and close the battery doors of both hearing aids to initiate pairing.

  • Rechargeable models: Turn the hearing aid off by pressing the lower part of the button until the LED turns red (4 sec). Then turn the hearing aid on again, by pressing the same button until the LED blinks green (2 sec)

An initial setup in the app is needed to pair the hearing aids. Pairing needs to be done only during the setup of the app. Afterwards the app remembers your hearing aids and will attempt to connect automatically whenever the app is opened. To pair the hearing aid with myPhonak, go to the Home section, press "Pair device", and follow the instructions. 

There can be several reasons why the hearing aids cannot connect. Try the troubleshooting steps below:

  • Check if the hearing aids are already paired to the app. Under the Devices section, the connection status of each hearing aid is shown. 
  • Check the internet connection. During the pairing process an internet connection is needed to connect the hearing aids and access remote control.
  • Check if Bluetooth® on the smartphone is activated and that the hearing aid is on.
  • Make sure that the hearing aids are in Bluetooth pairing mode and have adequate battery power. For Bluetooth pairing mode, turn the hearing aids off and then back on. They will stay in pairing mode for several minutes. 
  • Make sure the phone and hearing aids are not in flight mode.
  • On Android™ smartphones- Location Services must be enabled during the initial setup of the app. After the initial setup- Location Services are not required for the app to work.
  • Try to close the app, restart the smartphone and restart the app. When reconnecting to the app make sure that:
  1. Bluetooth is enabled on the smartphone.
  2. Make sure that the phone and hearing aids are not in flight mode.
  3. Make sure that the hearing aids are in Bluetooth pairing mode and have adequate battery power.

If the hearing aids were previously paired and they cannot be found by the smartphone visit our troubleshooting FAQs:
* How to repair connection issues with myPhonak on iPhone®  
How to repair connection issues with myPhonak on Android smartphones

Hearing aids

When the Phonak hearing aids detect a problem with the Bluetooth connection to your smartphone, they will attempt to reconnect automatically. Sometimes, this is accomplished by rebooting. The cycle should take no longer than 10 seconds to complete. If this problem happens frequently, consult your hearing care professional.

Rebooting your hearing aid

Use this technique if your hearing aid is in an error state. This will not remove or delete any program or settings.

1. Press the lower part of the button for at least 15 seconds. It does not matter if the hearing aid is switched on or off before you start pressing the button. There is no light or acoustic notification at the end of the 15 seconds.

2. Place the hearing aid in the power-connected charger and wait until the indicator light blinks green. This can take up to 30 seconds. The hearing aid is now ready to use.

When doing a phone call with Phonak hearing aids the following is important:

  1. Verify your mobile phone signal strength. You may need to move to a location with stronger reception. 
  2. Adjust the phone's position, ensuring there are no obstacles between the phone and your hearing aids, such as your body, a wall, or hard surfaces, as these can interfere with the wireless audio signal. 
  3. Ensure the distance between the phone and the hearing aids is not exceeded. Although the official Bluetooth standard indicates 10 m / 30 ft as the maximal Bluetooth range, the real range depends on many factors and may be shorter in reality. 
  4. When relocating during a call, make sure to take the phone with you. 
  5. Make sure that the phone is streaming the call through the hearing aids and not the speaker of the phone. Accept the call using the multi-function button of the hearing aid.

 

When I unplug the charger and carry my hearing aids in the charger case, the battery of my hearing aids is draining.

The Auto-On feature is enabled by default on your hearing aids. It means that your hearing aids automatically switch on after being removed from the charger. When you unplug the charging case, the power supply is cut off and your hearing aids act like they were removed from charger case.

Remember to switch off the hearing aids manually after unplugging the charger.

The Auto-On feature can be deactivated by your hearing care professional or in the myPhonak app settings:
1. Open the myPhonak app
2. Tap on “Devices”
3. Tap on “Auto-on”
4. Enable/disable “Auto-On” by moving the slider.

Yes. If requested to set all devices into flight mode, follow these steps to set Phonak hearing aids into flight mode.

Note: Entering flight mode will not disable normal hearing aid functionality, only the Bluetooth connectivity functions. When your hearing aids are in a flight mode:

  • streaming does not work.
  • there is no connection to myPhonak app.

Phonak rechargeable hearing aids

  1. Switch off the hearing aids by pressing and holding the lower part of multi-function button for 3 seconds until the solid red light indicates the hearing is off.
  2.  Your hearing aid is now switched off.
  3. Now, press the lower part of the multi-function button for 7 seconds until the solid orange light appears, then release the button.
  4. You entered now the flight mode.
  5. To exit the flight, mode switch your hearing aids off and then on

Phonak Zinc Air battery hearing aids

  1. Press the lower part of the button for 7 seconds while closing the battery door.
  2. You entered now the flight mode.
  3. To exit flight mode, simply open and close the battery door again.

Local warranty 
Please ask the hearing care professional, where you purchased your hearing aid, about the terms of the local warranty.

International warranty
Phonak offers a one year limited international warranty valid as of the date of purchase. This limited warranty covers manufacturing and material defects in the hearing aid itself, but not accessories such as batteries, tubes, ear molds or external receivers. The remedies under the international warranty are limited to the free repair of the hearing aid. The warranty is valid only if proof of purchase is shown. The international warranty does not affect any legal rights that you might have under the local warranty or the applicable national legislation governing sale of consumer goods.

Warranty limitation
This warranty does not cover damage from improper handling or care, exposure to chemicals, immersion in water or undue stress. Damage caused by third parties or non-authorized service centers renders the warranty null and void. This warranty does not include any services performed by a hearing care professional in his/her office.

Roger wireless microphones

Phonak hearing aids are compatible with the following Roger wireless microphones:

  • Roger ON
  • Roger Select / Roger Select iN
  • Roger Table Mic II /Roger Table Mic II iN
  • Roger Pen / Roger Pen iN
  • Roger EasyPen
  • Roger Clip-On Mic
  • Roger Touchscreen
  • Roger Pass-around

The volume of Roger On is set to an optimum level and adapts automatically to the environment you are in. If you feel that the overall volume of Roger needs to be changed, then please contact your hearing healthcare professional.

There are two options to manually steer the beam:

  1. Bring the Roger On into pointing mode by pressing the function button, then turn the device in the direction of the talker. Or use the case as a stand for Roger On and place it in front of the talker.

  2. When the Roger On is further away from you, you can use the myRoger Mic app to steer the beams discretely from your smartphone.

To mute the Roger On, press and hold the function button for two seconds. You can also mute the Roger On remotely using the myRogerMic app.

Yes, when you press the function button for two seconds, you can unmute your Roger On. This will mute the other microphones in the network.

Yes, Roger On can be combined with Roger Table Mic II to hear a larger group of people as part of a MultiTalker Newtork. When Roger On is in a network with other microphones, then it has to be worn on the chest of a talker.

Up to 10 Roger microphones can be used together.

TV Connector

Make sure your hearing aids are within 1 meter of the TV Connector. Then press the connect button located on the back of the TV Connector. Within 10 seconds, you will hear a confirmation beep indicating your Phonak hearing aids have successfully paired with the TV Connector.

Please ensure:
•    The TV Connector is connected to the TV*
•    The TV is switched on and the audio signal is not muted
•    The hearing aids are paired with the TV Connector**
•    You are within range of the TV Connector

If the problem persists, contact your hearing care professional to check if the “Automatic activation” of the TV Connector program is enabled in the fitting software. ***

Connecting TV Connector to television
**Instructions how to pair your hearing aids with TV Connector
***Please note: Difference between Automatic and Manual activation

Your hearing care professional can set your hearing aid to automatic or manual mode.

  • If the “Automatic activation” of the TV Connector program is enabled and a TV is switched on, the hearing aid automatically switches to the TV Connector program.
  • If your hearing aids are set to “Manual activation” for the TV Connector and the TV is switched on, you will hear a signal in the hearing aid that the TV Connector program is available. When a TV Connector signal is detected, the program can manually be activated via the hearing aid multi-function button or the myPhonak app. The TV Connector program will be available in your toggle sequence. Toggle through the programs until the TV Connector signal is heard again.

The hearing aid microphones are turned on to allow you to hear surrounding sounds.

The Phoank hearing aids beep every time a new connection is established to the Phonak TV Connector. Cause of the repetitive beeps:

  • If you are further away than the maximal AirStream™ technology (approximately 15 meters) the connection may be lost. Depending on the environment, this may be less or more. If you stay around that range, it may cause several connection and disconnection events, resulting in several beeps.
  • It may also happen that another person switched on the TV while you are e.g. in another room and the TV Connector starts transmitting.

To reset the TV Connector, follow these steps:

  1. Press the connect button on the back of the TV Connector for 7 seconds.
  2. During the 7 seconds, the LED will initially flash blue and then red. Once the reset is complete, the LED will turn Orange.
  3. Once the reset is finished, Phonak hearing aids that were previously connected to the device will be erased from the TV Connector memory.

To re-connect the hearing aids to the TV Connector, follow these steps:

  1. First, ensure the hearing aids are within 1 meter of the TV Connector.
  2. Press the Connect button on the back of the TV Connector to connect.
  3. If you continue to experience problems with the TV Connector- please consult your hearing care professional.

Charging issues

Possible charging behaviors, symptoms and troubleshooting tips

  • Charger LED does not light up when opening the lid. 
  • Lowest Charger LED is blinking rapidly green, orange or red. 
  • Lowest Charger LED is solid orange or red. 
  • Hearing aids do not get charged when inserted into the charger. 
  • Hearing aids are not charged after being in the charger for more than 3 hours – LED on hearing aid is not solid green. 
  • Hearing aid shows charging error (solid red LED) after 6 or more hours in the charger. 

 
If you experience any of the above, please try the following recommendations: 

  • Charge the charger for 3 hours without hearing aids inserted before using it. 
  • Use the cable (with ferrite bead) and wall plug provided by Phonak to ensure the charger is receiving the power it needs. 
  • Do not use other power sources than the wall plug, such as laptop, power banks, cigarette lighter socket etc. 
  • Ensure that the ambient temperature is below 30°C (86°F). 
  • Ensure the hearing aids are correctly inserted into the charger. 
  • Ask your hearing care professional to ensure that the latest firmware version is installed in the hearing aid. 

If none of the above helps, please perform a charger reset following the steps below: 

  1. Remove the hearing aids from Charger Case Go.  
  2. Make sure Charger Case Go is connected to the power supply. 
  3. Locate the reset button at the bottom near the rubber ring towards the back of the charger (pin hole). 
  4. Use a pointed tool, e.g. paper clip or pin removal tool, to press the button. 
  5. Hold the button for 8 seconds. 
  6. Release the button when the bottom LED of the battery indicator starts to blink/red/green/red... 
  7. Unplug the charger from the power source and plug it back in. 

 
If the problem persists, contact your hearing care professional for assistance. 

Possible charging behaviors and symptoms:

  • Hearing aid displays a lower charge in the app than expected after being charged.
  • Hearing aid LED still blinking green even after 6 or more hours in the charger - not changing to solid green.
  • Hearing aid LED does not blink and hearing aid can't be connected to the app while in charger.
  • When taking it out of the charger the hearing aid can’t be turned on.
  • Hearing aid shows charging error (solid red LED) after 6 or more hours in the charger.

 

If you experience any of the above, please check the below recommendations:

  • Ensure the contacts of both the hearing aid and the charger are clean.
  • Ensure the hearing aids are firmly placed into the charger.
  • Use the cable and wall plug supplied by Phonak with the charger. This ensures that the charger receives the optimal power input to charge your hearing aids reliably.
  • Do not use the USB port of a laptop, a cigarette lighter or a USB hub as power source for the charger.
  • To display battery status reliably in the app, remove the hearing aids from the charger.
  • Ask your hearing care professional to check that the latest firmware version is installed in the hearing aid.

Rechargeable hearing aid could not charge to 100%: Soiled charging contacts possible 

Clean the contacts of the hearing aid and the charger. If this does not help, please contact your hearing care professional to service the hearing aid and the charger.

Place the rechargeable hearing aid in the charger and wait three hours regardless of LED behavior.

If this doesn’t help remove the hearing aids from the charger and press the lower button for 15 seconds. Then place it back in the charger and wait 30 seconds. The LED should light up again and the hearing aid should work.

Please note,

  • Store rechargeable hearing aids in the charger on wall outlet when not in use.
  • If rechargeable hearing aids are not used for a few weeks, it is recommended to activate Stock Mode. (Remove the hearing aids from the charger and press the lower button for 15 sec).

Please pay attention to the temperature range. Rechargeable hearing aids should not be charged at temperatures outside 5-40 degrees Celsius. If this doesn’t help, please contact your hearing care professional to service the hearing aids and the charger.

“Auto On” feature is disabled. To activate “Auto On”, please follow the steps:

  1. Open myPhonak app
  2. Tap on “Devices”
  3. Tap on “Auto on”
  4.  Enable “Auto On” by moving the slider from left to right. 

If the problem persists, please follow the steps above to enable “Auto On”, then immediately close the myPhonak app and remove it from the background. To remove the app from the background swipe up from the bottom of your screen and then swipe the myPhonak app card up until it disappears. Once this is complete do not navigate back to the “Auto On” setting. You can test that Auto On is still enabled by placing the hearing aids in the charger briefly, then removing them and observing if they automatically turn on.