6000 FAQ - RemoteControl App | Phonak

Phonak RemoteControl App FAQ

Initial start of the app after installation

The app will not start the pairing procedure and remains with at the starting screen.

Remedy 1
Check the smartphone and its operating system (OS). It needs to run on an Apple iOS 7 or higher, or on Android 4.0 or higher.
Uninstall and reinstall the app and try again.

Remedy 2
Make sure the Bluetooth is enabled on the phone.

Pairing to a smartphone

Step by step instructions on how to pair the app to a smartphone is available at the beginning of the app. Please also see the user guide that is available on www.phonak.com/rcapp with more instructions.  

Additional pairing to an Apple iPhone

In addition to the app pairing process, your iPhone also needs to be paired to the Phonak streamer. Make sure the Phonak streamer is in pairing mode. In your iOS settings, select Bluetooth and choose your [Device name] from the list.

Do I have to pair the RemoteControl App with hearing aids

No. The App has to be paired only to a Phonak streamer like ComPilot II or ComPilot Air II

Does the app need to be programmed by the hearing care professional?

No. The app can be downloaded from an app store and installed at any time.

Can I use several Phonak RemoteControl apps with one streamer?

A Phonak steamer can be connected only to one Phonak RemoteControl App at a time.

Can the app be used without a connection to a Phonak streamer to see functionality?

No. If you open the app for the first time, you can select a Demo mode to see the app functionality even without a connection to a streamer. In demo mode, no control of the hearing aids is possible.

How can I pair the app with another Phonak streamer?

Select “Pair new streamer” under the Settings screen in the app and follow the instructions.

No connection to the Phonak streamer

I cannot connect the app to my streamer.

Remedy 1
Make sure that you have a ComPilot Air II or a ComPilot II and not a ComPilot.
The connected streamer needs to be turned on and in pairing mode.

Remedy 2
Check if Bluetooth is enabled on the phone.

Remedy 3
There is missing information on the streamer, which is needed for the app. Contact your hearing care professional.

Remedy 4
Check the phone`s operation system. It needs to run on iOS 7 or 8 OR on Android 4.0 or higher.

Remedy 5
In some cases the phone needs to be rebooted. Please follow the steps:
1. Clear the Bluetooth table on the streamer and reboot it
2. Go to the phone settings and turn the Bluetooth off and then on again
3. Reboot the phone
4. Go to the phone settings, select Bluetooth and pair the streamer with the phone
5. Start the app and repeat the pairing steps in the app

Connection status of my hearing system

The ‘connection status’ can be checked in the settings menu of the app. Follow the instructions to see if the app, streamer and hearing aids are all connected.

No program available to select

I can`t select any audio streaming on the app.

Remedy 1
Check if the Bluetooth device is connected to the Phonak streamer. Check the streamer user guide for how to connect Bluetooth devices to the streamer. Make sure the connected Bluetooth devices are switched on.

Remedy 2
You have to be in advanced screen mode (not basic screen) to see the available streaming devices in the program list.

List of available programs

In advanced screen mode, select “Programs” to see the available programs of the hearing aids.

No response in the hearing aids

I cannot hear any adjustments of the RemoteControl App in my hearing aids.

Remedy 1
Use the “Connectivity check” option under the “Settings” screen to check if your hearing aids are receiving the signals.

Remedy 2
Check the hearing aid batteries and make sure the hearing aids are switched on.

Remedy 3
If the beep tones of the hearing aids have been disabled in the fitting software, the app can`t generate the beeps as well. Please contact you hearing care professional.

Streamer configuration

The app can be used to configure some settings on the streamer. If the streamer was connected to a computer at the hearing care professionals office, these settings will be reset when the streamer is connected to the Phonak fitting software. Please customize the streamer configuration again.

Volume level indication

The volume level indication is synchronized with the streamer. Volume changes made on the hearing aids cannot be shown or synchronized on the app.

Separate streaming volume adjustment

This is only possible when streaming 161E from the Phonak TVLink II. With any other connected Bluetooth audio source, this function is not available.

App is showing as streaming

Some phones have touch sounds or keypad tones, which could simulate a streaming to the app, so a quick streaming will be shown and stopped again automatically. Go to your phone settings, select sounds and make sure that all touch sounds and keypad tones are deactivated.

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