Support

There are two main ways to check if iPhone is connected to the Bluetooth hearing aids:

Is Bluetooth currently activated on the phone?

1. From the iPhone home screen click the Settings menu
2. From the settings menu, click on Bluetooth
3. Verify that the slider button is green
4. If the slider button is not green, click it to activate Bluetooth

Is there a fresh battery in the hearing aids?

1. Replace the battery in each hearing aid
2. Close the battery door to place the hearing aid in pairing mode
3. The hearing aid will be in pairing mode for three minutes

Follow the pairing process to connect the hearing aids to the iPhone.

It is possible that the call audio is not being routed to the hearing aids. There are a couple of ways to do this:

• When the phone call ringtone is heard, answer the call using the push button of the hearing aids instead of the phone. This will ensure the call is streamed to the hearing aids
• Configure the iPhone to route the call to the hearing aid by default. See configuration options of the iPhone
• During a call, the routing can be switched to the handset 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 your hearing aids from the list
4. You should now hear the caller through the hearing aids

Other potential ways to address this are:

• Check reception on the mobile phone and move to a location with better reception if necessary
• During a phone call, your voice is picked up by the microphones of the hearing aids. Check the microphone ports on the hearing aids for debris. If there is debris, use a brush or cloth to clean the microphone ports
• In a very noisy environment, the hearing aids may have trouble picking up the caller’s own voice. To resolve this, relocate to a quieter environment or alternatively route the call to the phone and directly talk into the phone microphone normally.

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

To ensure incoming calls are routed to the hearing aids, answer the call using the push button of the hearing aids.

If 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 from the phone. Depending on the iPhone configuration, the call will be routed to the hearing aids automatically.

If the call isn’t automatically routed to the iPhone, this can be rectified 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 AID
4. You will now hear the caller in your hearing aids

If the buttons of your hearing aids are configured as volume buttons, they can be used to adjust the balance of the call volume and of the surrounding environment.

Lastly, if the above steps do not work, delete the pairing from the phone, reboot the phone and the hearing aids, and then pair them again to the phone.

Yes. Siri is compatible with Bluetooth hearing aids. Start Siri normally via the iPhone. If the hearing aid is connected to the phone, Siri will detect the caller’s voice using the voice pick up of the hearing aid.

Yes. Bluetooth hearing aids support Skype, FaceTime and WhatsApp for phone and video calling. The call will be heard in the same hearing aid as a normal phone call. Note that video or music playback is not supported for Sound SHD stream hearing aids.

There are two main ways to establish connection between the Android smartphone and the Bluetooth hearing aids:

Is Bluetooth currently activated on the smartphone?

There are two ways to do this depending on the Android smartphone model:

Option 1:

1. Swipe down from the top of the screen to bring up the Notification Center
2. Swipe down on the Notifications Center to reveal the Quick Settings menu
3. Verify the Bluetooth symbol is highlighted, if not, tap to activate Bluetooth

Option 2:

1. From the home screen, navigate to Bluetooth settings
2. Verify the slider button next to Bluetooth is switched to ON
3. If not, tap the slider button to activate Bluetooth

Is there a fresh battery in the hearing aid?

1. Replace the battery in the hearing aid
2. Close the battery door to place the hearing aid in pairing mode
3. The hearing aid will be in pairing mode for three minutes
4. Follow the pairing process to connect your hearing aids to your Android smartphone

To ensure incoming calls are routed to the Bluetooth hearing aids, calls should be answered using the push button on the hearing aids.

If the above does not resolve the issue, increase the volume of the call using the volume buttons on the phone.

For outgoing calls, the call should be initiated using the smartphone. Depending on the smartphone’s configuration, the call will be routed to the Bluetooth hearing aids automatically.

If the call isn’t automatically routed to the Bluetooth hearing aids, tap on the Bluetooth symbol to enable or disable the transmission to the hearing aids.

If the push buttons on the hearing aids are configured as volume buttons, the call volume and the surrounding environment can be adjusted using those push buttons.

If the above steps still do not work, delete the pairing from the smartphone, reboot the phone and the hearing aids, and pair again to the smartphone.

To ensure incoming calls are routed to the Bluetooth hearing aids, calls should be answered using the push button on the hearing aids.

It is possible that the call audio is not being routed to the hearing aids. There are a couple of ways to do this:

• When the phone call ringtone is heard, answer the call using the push button of the hearing aids instead of the phone. This will ensure the call is streamed to the Bluetooth hearing aids
• Configure the Android smartphone to route the call to the hearing aid by default. See configuration options of the smartphone
• During a call, the routing of the call can be changed from the phone handset to the hearing aids by following these steps:

1. From the call screen, find the Bluetooth symbol.
2. Tapping the Bluetooth symbol will switch the audio routing of the call to the hearing aids
3. The caller should now come through the hearing aids

Other ways to address this are:

• Check reception on the smartphone and move to a location with better reception if necessary
• During a phone call, the caller’s voice is picked up by the microphones of the hearing aids. Check the microphone ports on the hearing aids for debris. If there is debris, use a brush or cloth to clean the microphone ports
• In a very noisy environment, the hearing aids may have trouble picking up the caller’s voice. In such a case, relocate to a quieter environment or alternatively route the call to the phone and directly talk into the phone microphone normally
• If this does not work, delete the pairing from the phone, reboot the phone and hearing aids, and then pair them again to the phone

If the call was started directly on the hearing aids, it can be transferred back to the smartphone so that another person can talk to the caller.

This is how to reroute the call audio:

• During the call, open the phone application screen (which is active during the call)
• Look for the Bluetooth symbol and touch it to disable the call audio to the hearing aids
• Make sure to disable the symbol before handing over the phone to the other person

It is important to not switch off Bluetooth completely, but only the Bluetooth symbol in the phone application.

Yes. Google Now / Google Assistant is compatible with the HANSATON Bluetooth hearing aids. Start Google Now / Google Assistant normally via the Android smartphone. If the hearing aids are connected to the smartphone, the audio from Google Now / Google assistant will be heard with the hearing aids.

Yes. Bluetooth hearing aids support Skype, FaceTime and WhatsApp for phone and video calling. The call will be heard in the same hearing aid as a normal phone call. Note that video or music playback is not supported for Sound SHD stream hearing aids.

Two of the three devices listed will connect the hearing aids to the Stream remote app. The third one will enable the user to receive phone calls directly on the phone.

This is a normal process for Bluetooth connectivity when pairing for the first time. You may see the words ‘Hands-free’ or a series of numbers in the form of xx:xx:xx:xx:xx:xx. After a few seconds, the name of the hearing aids will be displayed.

This is normal. The Bluetooth hearing aids use Bluetooth Classic with the Hands-free profile (HFP) for phone calls and A2DP for media streaming.

Once hearing aids are paired to the phone, a connection beep will be heard signaling that the pairing has been successful. Connection status will be displayed in the Bluetooth menu of the phone.

Although the official Bluetooth standard indicates 10 m / 30 ft as the maximum Bluetooth range, the real range depends on many factors and may be shorter. We recommend that the phone is kept within 5 meters of the hearing aids.

No. The phone does not need the Hearing Aid Profile (HAP) to connect with the hearing aids.

To improve the phone call quality, try the following suggestions:

• Verify the mobile phone signal strength and/or move to a location with stronger reception
• Adjust the position of the phone, making sure there are no obstacles between the phone and the hearing aids such as your body, a wall, or hard surface as these can interfere with the wireless audio signal
• Make sure the maximum distance between the phone and the hearing aids is not exceeded. Although the official Bluetooth standard indicates 10 m / 30 ft as the maximum range, the real range depends on many factors and may be shorter
• When relocating during a call, make sure to take the phone along
• Make sure that the phone is streaming the call through the hearing aids and not the speaker of the phone. For this, set the phone call audio routing to Bluetooth headset and not to the phone speaker

If possible, move away from the noise source. The best option is to look for a quiet place during phone calls. This will also improve the sound quality for the person on the other end of the phone call.

Use the volume control on the mobile phone to increase the volume of the call.

• The push button on the Bluetooth hearing aids themselves can be configured to adjust volume. If that is the case, during a call:
  • To make the call volume louder and to reduce the volume of the surrounding environment, use the push button on the right hearing aid
  • To make the call volume lower and to increase the volume of the environment, use the push button the on left hearing aid

For further information regarding volume preferences, check the printed Getting Started Guide.

It is possible to change which side the phone calls are streamed to in the fitting software by the hearing healthcare professional.

There are two ways to change the volume of a phone call when using the Bluetooth hearing aids:

• Using the volume control buttons on the mobile phone to adjust the call volume
• The push button on the Bluetooth hearing aids themselves can be configured to adjust volume. If that is the case, during a call:
  • To make the call volume louder and to reduce the volume of the surrounding environment, use the push button on the right hearing aid   
  • To make the call volume lower and to increase the volume of the environment, use the push button on the left hearing aid

For further information regarding volume preferences, check the printed Getting Start Guide.

The Sound SHD stream Bluetooth wireless hearing aids use different kinds of wireless technology to connect to different devices. For connecting to a mobile phone, the hearing aid uses Bluetooth Classic which allows for streaming telephone audio to only one ear (Hand Free Profile HFP). The TV Connector uses AirStream™ technology, allowing streaming to two hearing aids simultaneously.

The Sound SHD stream Bluetooth wireless hearing aids use a feature called QuickSync that allows a ringtone to be heard in both ears. Due to limitations of Bluetooth Classic, phone calls can only be streamed to one ear.

If you are watching TV and you receive a phone call, the phone ringtone will be automatically heard in the hearing aids. Press the push button to accept the call. When the call ends, the hearing aids will automatically go back to TV streaming.

If you were talking on the phone and wish to resume watching TV, the hearing aids will automatically return to streaming from the TV Connector once you hang up on the call.

Yes, FS hearing systems powered by HANSATON FOKUS, ST hearing systems powered by STATOS, XC Pro hearing systems powered by EXCITE Pro as well as XC hearing systems powered by EXCITE, can stream media from your smartphone. Sound SHD stream only supports Bluetooth® phone calls.

No. A pair of Bluetooth wireless hearing aids are configured as one system. Therefore, the second hearing aid cannot be separately paired to another Bluetooth device.

Yes. If the landline phone supports Bluetooth wireless technology including the Hands-free profile.

This is normal. Voice announcements (Caller ID) use a version of Bluetooth that is currently not supported on the Bluetooth hearing aids.

Yes. However, if requested by the flight attendant, set all devices into flight mode.

Flight mode is when Bluetooth is turned off while hearing aids are on. In this mode, hearing aids will not connect to the mobile phone, tablet or computer.

To set Bluetooth wireless hearing aids into flight mode:

• Open the battery door
• Hold down the push button and close the battery door
• Keep holding the push button down for 10 seconds after the battery door has been closed

After 10 seconds, Bluetooth hearing aids will be on and the Bluetooth will be off. This needs to be repeated for each hearing aid.

To exit flight mode, simply open and close the battery door to restart the hearing aids with Bluetooth on.

The following Bluetooth profiles are supported:

• Bluetooth Classic with the HFP (Hands-free profile) and Advanced Audio Distribution Profile (A2DP)
• Bluetooth Low Energy

Note that Sound SHD stream only supports Bluetooth Classic with the HFP (Hands-free profile) and Bluetooth Low Energy.

No. The Bluetooth hearing aids support the widely available standard Bluetooth Hands-free profile for phone calls.

When Bluetooth wireless hearing aids detect a problem with the Bluetooth connection to the smartphone, they will attempt to reconnect automatically. Sometimes, this is accomplished by rebooting. The cycle should take no longer than 10 seconds to complete.

The ringtone for an incoming call with Bluetooth hearing aids can not be switched off.

Bluetooth is a short range wireless networking protocol (like WIFI) designed to quickly and automatically connect devices without wires. It can be used to connect:

• Mobile phones to each other to exchange pictures, ring tones, music etc.
• Computer to devices like mice, keyboards, printers etc.
• Headsets to mobile phones for hands free operation (Bluetooth car kits)

Bluetooth devices automatically detect and connect to each other making communication between devices very easy.

The current version of Bluetooth is 4.2 and it has 2 versions: Bluetooth Classic and Bluetooth Low energy.

• Bluetooth Classic is ideal for connecting mobile phones to Bluetooth headsets for phone calls

• Bluetooth Low energy is an ultra-low power version of Bluetooth meant for low power sensors and accessories. It is ideal for applications that do not require continuous connection but depend on long battery life. It is not suitable for streaming audio.

This type of hearing aid is exempted from the Specific Absorption Rate (SAR) evaluation which shows that the hearing aids fall significantly below the recommendations from both the European Commission and the United States.

If the Bluetooth hearing aids are switched off, they will automatically disconnect from the paired device, such as the mobile phone.

Other reasons for disconnecting from the phone:

• The hearing aid may have run out of battery
• Bluetooth is disabled on the phone
• The phone is out of range (10 m / 30 ft) from the hearing aids. If the hearing aids are disconnected because they were out of range, it may take up to 2 minutes until they reconnect

The phone may be connected to another device (such as the car Bluetooth system).

Usually the Bluetooth hearing aids will connect to the Bluetooth device directly during the pairing process. However, sometimes other Bluetooth devices ask you for a PIN code. If asked, the PIN code is 0000 (4 zeros).

No.  Bluetooth hearing aids are not compatible with loop systems.

Yes, the following hearing aids can stream media from your smartphone. 

• FS hearing systems powered by HANSATON FOKUS
• ST hearing systems powered by STRATOS
• XC Pro hearing systems powered by EXCITE Pro
• XC hearing aids powered by EXCITE
• Sound SHD stream

While Sound SHD stream can connect to the computer’s Bluetooth, they only support phone calls through programs like FaceTime, Skype, or WhatsApp. They cannot be used to listen to audio books, music, videos or other streaming multimedia.

No. The Bluetooth hearing aids are not directly compatible with home speakers.

The Bluetooth hearing aids are using a completely new wireless technology that is compatible with the following accessories:

• Stream remote App
• TV Connector
• Rechargeable Kit
• RogerDirect®, enabling them to connect directly to Roger® devices
• PartnerMic
• Remote Control

The following accessories are NOT compatible:

• remoteHD app
• Remote control 2
• Remote control
• IIC remote
• uStream
• uDirect 3
• uDirect 2
• uMic
• uTV 3
• uTV 2
• Smart Control remote

Yes. Ensure that Bluetooth is enabled on a computer or a tablet and search for Bluetooth enabled devices in the connectivity settings menu.

Open the battery doors of the Bluetooth hearing aids, wait 5 seconds and then close the battery doors to enter Bluetooth pairing mode. If you have a hearing aid without a battery door, first, turn off each hearing aid by pressing the lower part of the button until the LED turns red (4 sec). Then turn on each hearing aid by pressing the same button until the LED turns green (2 sec).

It will take approximately 3 minutes to pair the hearing aids with the tablet or computer. The tablet or computer will show a list of found Bluetooth devices. Select the hearing aids from that list.

Once pairing is complete a confirmation beep will be audible in the ear.

If the car is equipped with a Bluetooth system which was previously paired to the phone, it could try to connect every time one enters the car. This may result in a connection loss to the hearing aids since the phone can only have one connection at a time.

The exact behavior depends on the version and configuration of the car’s Bluetooth system. To prevent unwanted switching, consider removing the car’s Bluetooth system from the list of paired devices via the phone’s configuration screen.

The stream remote App only controls the volume of the hearing aids themselves. Phone call volume is controlled from the phone.

It is recommended to go into the Settings app on the Android smartphone (this will vary depending on the Android smartphone model) and turn off Bluetooth. Wait 10 seconds and then turn Bluetooth on.

Once Bluetooth is turned on, open the Stream remote app and the hearing aids should connect with the app.

If this does not resolve the issue, delete the Bluetooth pairing from the smartphone, then pair the hearing aids again to the smartphone.

The Bluetooth hearing aids are ONLY compatible with the HANSATON stream remote App. The HANSATON remoteHD app is not compatible with Bluetooth wireless hearing aids and will only work with streaming devices such as HANSATON uDirect 3.

No. HANSATON stream remote App only works with smartphones supporting Bluetooth LE (Low Energy).

The minimum requirements for smartphones:    

• iOS version 10.2 and Bluetooth version 4.2 or newer
• Android version 6.0 and Bluetooth version 4.2 or newer

If the stream remote App does not connect to the Bluetooth hearing aids, try:

• Rebooting the hearing aids by opening the battery door, waiting 5 seconds and closing the battery door again. If you have a hearing aid without a battery door, first, turn off each hearing aid by pressing the lower part of the button until the LED turns red (4 sec). Then turn on each hearing aid by pressing the same button until the LED turns green (2 sec).
• Delete the paired hearing aids from your smartphone, then pair them again with your smartphone

Reboot the mobile phone, then pair the hearing aids again via the HANSATON stream remote App.

For complete instructions, download the TV Connector user guide here.

To setup the TV Connector for the Bluetooth wireless hearing aids, please follow these steps carefully:

1. Remove the TV Connector from the packaging. Insert the micro USB end of the USB cable into the port on the backside of the TV Connector
2. Connect the larger end of the USB cable to the power supply
3. Insert the power supply into your wall socket
4. Insert the other end of the audio cable into the AUDIO OUT port of your TV
5. Once connected to power, the LED turns green to indicate that it is ready to stream
6. When the TV Connector is plugged into a power source for the very first time, ensure the hearing aids are switched on and within a 1 meter radius to allow automatic connection. Once connected, the hearing aids will play a confirmation tone

Congratulations! Your hearing aids are now connected to the TV Connector.

Within 10 seconds of turning on the TV, a confirmation melody will sound indicating that the Bluetooth wireless hearing aids have successfully paired with the TV Connector.

No. The HANSATON stream remote app can be used to adjust the balance of the TV volume and the volume of the environment while connected to the TV Connector.

The TV Connector will enter standby mode if there is no (or very low) audio signal for 45 seconds. It can take up to 45 seconds for the TV Connector to become active from standby mode.

The TV Connector can connect with an unlimited number of compatible Bluetooth hearing aids. To connect a new set Bluetooth hearing aids to the TV Connector, follow these steps:

1. Make sure the hearing aids are switched on and within 1 meter (3 feet) of the TV Connector.
2. Press the Connect button on the back of the TV Connector until the indicator light begins rapidly blinking blue

A confirmation melody will play in the hearing aids to confirm they are successfully paired with the TV Connector. This may take up to 10 seconds.

The TV Connector can stream audio up to 15 meters / 50 feet in any direction to send the audio signal to your compatible Bluetooth hearing aids

The TV Connector can stream up to 15 meters. So, ideally they should be placed at least 15 meters apart. If there are more than one TV Connector installed, your Bluetooth hearing aids will pick up the first signal received.

Yes. If configured by your hearing healthcare professional, simply press the push button on your hearing aid to toggle from the TV Connector program to the Automatic mode.

The TV Connector will  remain on as long as it detects an audio signal.

To switch off the TV Connector, simply switch off the television or another connected audio source. The TV Connector will go into standby mode automatically, latest after 45 seconds.

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, then red. Once the reset is complete, the LED will turn orange

Once the reset is finished, any previously paired hearing aids that will be deleted from the TV Connector memory.

Yes. The TV Connector can be used to connect to audio sources like stereos, computers, tablets, and mobile phones. Simply plug the analog 3.5 mm audio cable into the AUDIO OUT port of your audio source.

Yes. If your hearing aids are connected to your mobile phone, you can still receive phone calls, even when using the TV Connector.

In the case of an incoming call, the hearing aids will automatically stop the audio signal from the TV Connector and the incoming call alert will be played through the hearing aids. After the call, the hearing aids will switch back to the TV Connector audio signal automatically.

You have the 3.5 mm audio cable plugged in the AUDIO OUT port of the television. Check the audio settings of the TV to enable the loudspeakers to be used in parallel.

Alternatively, use the optical (TOSLINK) cable instead of the analog 3.5 mm audio cable to connect the TV Connector to the audio source.

The TV Connector signal through the hearing aids may have a small noticeable delay. Adjust the audio delay of your television speakers in the audio settings menu of your TV.

For more information, consult the user guide included with your television.

No. The TV Connector is not compatible with DTS audio signal formats.

The TV Connector can only receive and transmit, Dolby audio, mono or stereo audio signals. Please make sure that no DTS audio settings are used by the TV (or audio source).

If these audio signals are present, the LED indicator light on the TV Connector will be blinking red. If this occurs, change the audio signal to Dolby audio or stereo (PCM) in the audio settings menu of the TV.

This will happen when you press the TV Connector Connect button and insert the power cable simultaneously.

If the orange / yellow LED indicator light is displayed, the TV Connector will not work properly. To correct this, unplug the power cable and reconnect, making sure to not press the Connect button during this process.

Different audio sources can have different output volumes.

Adjust the balance between the audio source and your environment by using the push button on your hearing aids.

If you continue to have problems with volume adjustments, contact your hearing care professional.

If you cannot hear the sound from the audio source (e.g. TV), check the following options:

• Verify each hearing aid is working and has a functional battery
• Verify you are within 15 meters (50 feet) of the TV Connector
• Verify the TV Connector has a green light displayed, indicating the device is streaming an audio signal
• Verify the TV Connector is connected to the power supply and plugged into a power source
• Verify the TV Connector is correctly connected to the TV via the analog 3.5mm audio cable or the optical (TOSLINK) audio cable
• Verify that the audio cable is firmly inserted into the TV Connector and your TV (or audio source)
• Verify the TV is switched on and the audio signal is not muted
• Turn the television off. Unplug the TV Connector from the USB power supply and the television. Reconnect TV Connector to the USB power supply and the television. Switch the television on
• If necessary, re-pair your hearing aids to the TV Connector by holding down the Connect button located on the back of the TV Connector. You will hear a confirmation beep within 10 seconds indicating the devices are paired

• Verify both hearing aids have a functional battery and are switched on
• Ensure the audio cable is firmly inserted into the TV Connector and your TV (or audio source)
• Re-pair the hearing aids to the TV Connector by holding down the Connect button on the back of the TV Connector until you hear a confirmation beep in your hearing aids indicating a successful pairing

Verify that the analog 3.5mm audio cable is firmly inserted into the TV Connector and the audio source.

If the crackling persists, check the analog 3.5 mm audio cable for damage. If the cable is damaged it will need to be replaced. Contact your hearing care professional for further assistance.

With your Bluetooth hearing aids you can:

• Pair to up to two TV Connectors
• Connect to one TV Connector at a time
• Use the hearing aid toggle button to toggle through your hearing programs and the two TV Connectors.

If you pair more than two TV Connectors to your hearing aids, the last TV Connector you were paired with will replace the oldest one you had connected to.

our Bluetooth hearing aids automatically connect to the TV Connector if:

• The TV Connector is connected to an audio source
• The audio source is switched on
• You initially paired your hearing aids to the TV Connector
• You are within range of the TV Connector
• Your hearing healthcare professional turned the auto-connect feature on

The following are reasons why the TV Connector may not connect to your hearing aids anymore:

Reason 1:

While watching TV and streaming to your hearing aids, you may have pressed the push button on your hearing aids to stop streaming from the TV Connector and switch to the automatic program.  The TV Connector program is still available in the background if you stay within the range of the TV Connector.

If this is the case, press the hearing aid push button again to return to the TV Connector program.

Reason 2:

If there is a very long period of silence (or low volume) from the TV, for instance during a snooker game, the TV Connector will stop transmitting after 45 seconds. If you enter the room at this moment, your hearing aids may not connect to the TV Connector right away.

If this is the case, wait until there is sound again. The hearing aids should switch to the TV Connector program automatically.

There are two main ways to check if iPhone is connected to the Bluetooth hearing aids:

Is Bluetooth currently activated on the phone?

1. From the iPhone home screen click the Settings menu
2. From the settings menu, click on Bluetooth
3. Verify that the slider button is green
4. If the slider button is not green, click it to activate Bluetooth

Is there a fresh battery in the hearing aids?

1. Replace the battery in each hearing aid
2. Close the battery door to place the hearing aid in pairing mode
3. The hearing aid will be in pairing mode for three minutes

Follow the pairing process to connect the hearing aids to the iPhone.

It is possible that the call audio is not being routed to the hearing aids. There are a couple of ways to do this:

• When the phone call ringtone is heard, answer the call using the push button of the hearing aids instead of the phone. This will ensure the call is streamed to the hearing aids
• Configure the iPhone to route the call to the hearing aid by default. See configuration options of the iPhone
• During a call, the routing can be switched to the handset 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 your hearing aids from the list
4. You should now hear the caller through the hearing aids

Other potential ways to address this are:

• Check reception on the mobile phone and move to a location with better reception if necessary
• During a phone call, your voice is picked up by the microphones of the hearing aids. Check the microphone ports on the hearing aids for debris. If there is debris, use a brush or cloth to clean the microphone ports
• In a very noisy environment, the hearing aids may have trouble picking up the caller’s own voice. To resolve this, relocate to a quieter environment or alternatively route the call to the phone and directly talk into the phone microphone normally.

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

To ensure incoming calls are routed to the hearing aids, answer the call using the push button of the hearing aids.

If 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 from the phone. Depending on the iPhone configuration, the call will be routed to the hearing aids automatically.

If the call isn’t automatically routed to the iPhone, this can be rectified 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 AID
4. You will now hear the caller in your hearing aids

If the buttons of your hearing aids are configured as volume buttons, they can be used to adjust the balance of the call volume and of the surrounding environment.

Lastly, if the above steps do not work, delete the pairing from the phone, reboot the phone and the hearing aids, and then pair them again to the phone.

Yes. Siri is compatible with Bluetooth hearing aids. Start Siri normally via the iPhone. If the hearing aid is connected to the phone, Siri will detect the caller’s voice using the voice pick up of the hearing aid.

Yes. Bluetooth hearing aids support Skype, FaceTime and WhatsApp for phone and video calling. The call will be heard in the same hearing aid as a normal phone call. Note that video or music playback is not supported for Sound SHD stream hearing aids.

There are two main ways to establish connection between the Android smartphone and the Bluetooth hearing aids:

Is Bluetooth currently activated on the smartphone?

There are two ways to do this depending on the Android smartphone model:

Option 1:

1. Swipe down from the top of the screen to bring up the Notification Center
2. Swipe down on the Notifications Center to reveal the Quick Settings menu
3. Verify the Bluetooth symbol is highlighted, if not, tap to activate Bluetooth

Option 2:

1. From the home screen, navigate to Bluetooth settings
2. Verify the slider button next to Bluetooth is switched to ON
3. If not, tap the slider button to activate Bluetooth

Is there a fresh battery in the hearing aid?

1. Replace the battery in the hearing aid
2. Close the battery door to place the hearing aid in pairing mode
3. The hearing aid will be in pairing mode for three minutes
4. Follow the pairing process to connect your hearing aids to your Android smartphone

To ensure incoming calls are routed to the Bluetooth hearing aids, calls should be answered using the push button on the hearing aids.

If the above does not resolve the issue, increase the volume of the call using the volume buttons on the phone.

For outgoing calls, the call should be initiated using the smartphone. Depending on the smartphone’s configuration, the call will be routed to the Bluetooth hearing aids automatically.

If the call isn’t automatically routed to the Bluetooth hearing aids, tap on the Bluetooth symbol to enable or disable the transmission to the hearing aids.

If the push buttons on the hearing aids are configured as volume buttons, the call volume and the surrounding environment can be adjusted using those push buttons.

If the above steps still do not work, delete the pairing from the smartphone, reboot the phone and the hearing aids, and pair again to the smartphone.

To ensure incoming calls are routed to the Bluetooth hearing aids, calls should be answered using the push button on the hearing aids.

It is possible that the call audio is not being routed to the hearing aids. There are a couple of ways to do this:

• When the phone call ringtone is heard, answer the call using the push button of the hearing aids instead of the phone. This will ensure the call is streamed to the Bluetooth hearing aids
• Configure the Android smartphone to route the call to the hearing aid by default. See configuration options of the smartphone
• During a call, the routing of the call can be changed from the phone handset to the hearing aids by following these steps:

1. From the call screen, find the Bluetooth symbol.
2. Tapping the Bluetooth symbol will switch the audio routing of the call to the hearing aids
3. The caller should now come through the hearing aids

Other ways to address this are:

• Check reception on the smartphone and move to a location with better reception if necessary
• During a phone call, the caller’s voice is picked up by the microphones of the hearing aids. Check the microphone ports on the hearing aids for debris. If there is debris, use a brush or cloth to clean the microphone ports
• In a very noisy environment, the hearing aids may have trouble picking up the caller’s voice. In such a case, relocate to a quieter environment or alternatively route the call to the phone and directly talk into the phone microphone normally
• If this does not work, delete the pairing from the phone, reboot the phone and hearing aids, and then pair them again to the phone

If the call was started directly on the hearing aids, it can be transferred back to the smartphone so that another person can talk to the caller.

This is how to reroute the call audio:

• During the call, open the phone application screen (which is active during the call)
• Look for the Bluetooth symbol and touch it to disable the call audio to the hearing aids
• Make sure to disable the symbol before handing over the phone to the other person

It is important to not switch off Bluetooth completely, but only the Bluetooth symbol in the phone application.

Yes. Google Now / Google Assistant is compatible with the HANSATON Bluetooth hearing aids. Start Google Now / Google Assistant normally via the Android smartphone. If the hearing aids are connected to the smartphone, the audio from Google Now / Google assistant will be heard with the hearing aids.

Yes. Bluetooth hearing aids support Skype, FaceTime and WhatsApp for phone and video calling. The call will be heard in the same hearing aid as a normal phone call. Note that video or music playback is not supported for Sound SHD stream hearing aids.

Two of the three devices listed will connect the hearing aids to the Stream remote app. The third one will enable the user to receive phone calls directly on the phone.

This is a normal process for Bluetooth connectivity when pairing for the first time. You may see the words ‘Hands-free’ or a series of numbers in the form of xx:xx:xx:xx:xx:xx. After a few seconds, the name of the hearing aids will be displayed.

This is normal. The Bluetooth hearing aids use Bluetooth Classic with the Hands-free profile (HFP) for phone calls and A2DP for media streaming.

Once hearing aids are paired to the phone, a connection beep will be heard signaling that the pairing has been successful. Connection status will be displayed in the Bluetooth menu of the phone.

Although the official Bluetooth standard indicates 10 m / 30 ft as the maximum Bluetooth range, the real range depends on many factors and may be shorter. We recommend that the phone is kept within 5 meters of the hearing aids.

No. The phone does not need the Hearing Aid Profile (HAP) to connect with the hearing aids.

To improve the phone call quality, try the following suggestions:

• Verify the mobile phone signal strength and/or move to a location with stronger reception
• Adjust the position of the phone, making sure there are no obstacles between the phone and the hearing aids such as your body, a wall, or hard surface as these can interfere with the wireless audio signal
• Make sure the maximum distance between the phone and the hearing aids is not exceeded. Although the official Bluetooth standard indicates 10 m / 30 ft as the maximum range, the real range depends on many factors and may be shorter
• When relocating during a call, make sure to take the phone along
• Make sure that the phone is streaming the call through the hearing aids and not the speaker of the phone. For this, set the phone call audio routing to Bluetooth headset and not to the phone speaker

If possible, move away from the noise source. The best option is to look for a quiet place during phone calls. This will also improve the sound quality for the person on the other end of the phone call.

Use the volume control on the mobile phone to increase the volume of the call.

• The push button on the Bluetooth hearing aids themselves can be configured to adjust volume. If that is the case, during a call:
  • To make the call volume louder and to reduce the volume of the surrounding environment, use the push button on the right hearing aid
  • To make the call volume lower and to increase the volume of the environment, use the push button the on left hearing aid

For further information regarding volume preferences, check the printed Getting Started Guide.

It is possible to change which side the phone calls are streamed to in the fitting software by the hearing healthcare professional.

There are two ways to change the volume of a phone call when using the Bluetooth hearing aids:

• Using the volume control buttons on the mobile phone to adjust the call volume
• The push button on the Bluetooth hearing aids themselves can be configured to adjust volume. If that is the case, during a call:
  • To make the call volume louder and to reduce the volume of the surrounding environment, use the push button on the right hearing aid   
  • To make the call volume lower and to increase the volume of the environment, use the push button on the left hearing aid

For further information regarding volume preferences, check the printed Getting Start Guide.

The Sound SHD stream Bluetooth wireless hearing aids use different kinds of wireless technology to connect to different devices. For connecting to a mobile phone, the hearing aid uses Bluetooth Classic which allows for streaming telephone audio to only one ear (Hand Free Profile HFP). The TV Connector uses AirStream™ technology, allowing streaming to two hearing aids simultaneously.

The Sound SHD stream Bluetooth wireless hearing aids use a feature called QuickSync that allows a ringtone to be heard in both ears. Due to limitations of Bluetooth Classic, phone calls can only be streamed to one ear.

If you are watching TV and you receive a phone call, the phone ringtone will be automatically heard in the hearing aids. Press the push button to accept the call. When the call ends, the hearing aids will automatically go back to TV streaming.

If you were talking on the phone and wish to resume watching TV, the hearing aids will automatically return to streaming from the TV Connector once you hang up on the call.

Yes, XC Pro hearing systems powered by EXCITE Pro as well as XC hearing systems powered by EXCITE, can stream media from your smartphone. Sound SHD stream only supports Bluetooth® phone calls.

No. A pair of Bluetooth wireless hearing aids are configured as one system. Therefore, the second hearing aid cannot be separately paired to another Bluetooth device.

Yes. If the landline phone supports Bluetooth wireless technology including the Hands-free profile.

This is normal. Voice announcements (Caller ID) use a version of Bluetooth that is currently not supported on the Bluetooth hearing aids.

Yes. However, if requested by the flight attendant, set all devices into flight mode.

Flight mode is when Bluetooth is turned off while hearing aids are on. In this mode, hearing aids will not connect to the mobile phone, tablet or computer.

To set Bluetooth wireless hearing aids into flight mode:

• Open the battery door
• Hold down the push button and close the battery door
• Keep holding the push button down for 10 seconds after the battery door has been closed

After 10 seconds, Bluetooth hearing aids will be on and the Bluetooth will be off. This needs to be repeated for each hearing aid.

To exit flight mode, simply open and close the battery door to restart the hearing aids with Bluetooth on.

The following Bluetooth profiles are supported:

• Bluetooth Classic with the HFP (Hands-free profile) and Advanced Audio Distribution Profile (A2DP)
• Bluetooth Low Energy

Note that Sound SHD stream only supports Bluetooth Classic with the HFP (Hands-free profile) and Bluetooth Low Energy.

No. The Bluetooth hearing aids support the widely available standard Bluetooth Hands-free profile for phone calls.

When Bluetooth wireless hearing aids detect a problem with the Bluetooth connection to the smartphone, they will attempt to reconnect automatically. Sometimes, this is accomplished by rebooting. The cycle should take no longer than 10 seconds to complete.

The ringtone for an incoming call with Bluetooth hearing aids can not be switched off.

Bluetooth is a short range wireless networking protocol (like WIFI) designed to quickly and automatically connect devices without wires. It can be used to connect:

• Mobile phones to each other to exchange pictures, ring tones, music etc.
• Computer to devices like mice, keyboards, printers etc.
• Headsets to mobile phones for hands free operation (Bluetooth car kits)

Bluetooth devices automatically detect and connect to each other making communication between devices very easy.

The current version of Bluetooth is 4.2 and it has 2 versions: Bluetooth Classic and Bluetooth Low energy.

• Bluetooth Classic is ideal for connecting mobile phones to Bluetooth headsets for phone calls

• Bluetooth Low energy is an ultra-low power version of Bluetooth meant for low power sensors and accessories. It is ideal for applications that do not require continuous connection but depend on long battery life. It is not suitable for streaming audio.

This type of hearing aid is exempted from the Specific Absorption Rate (SAR) evaluation which shows that the hearing aids fall significantly below the recommendations from both the European Commission and the United States.

If the Bluetooth hearing aids are switched off, they will automatically disconnect from the paired device, such as the mobile phone.

Other reasons for disconnecting from the phone:

• The hearing aid may have run out of battery
• Bluetooth is disabled on the phone
• The phone is out of range (10 m / 30 ft) from the hearing aids. If the hearing aids are disconnected because they were out of range, it may take up to 2 minutes until they reconnect

The phone may be connected to another device (such as the car Bluetooth system).

Usually the Bluetooth hearing aids will connect to the Bluetooth device directly during the pairing process. However, sometimes other Bluetooth devices ask you for a PIN code. If asked, the PIN code is 0000 (4 zeros).

No.  Bluetooth hearing aids are not compatible with loop systems.

Yes, Sound XC and AQ sound XC powered by EXCITE, Sound XC Pro and AQ sound XC Pro powered by EXCITE Pro can stream media from your smartphone. While Sound SHD stream can connect to the computer’s Bluetooth, they only support phone calls through programs like FaceTime, Skype, or WhatsApp. They cannot be used to listen to audio books, music, videos or other streaming multimedia.

No. The Bluetooth hearing aids are not directly compatible with home speakers.

The Bluetooth hearing aids are using a completely new wireless technology that is compatible with the following accessories:

• Stream remote App
• TV Connector
• Rechargeable Kit
• RogerDirect® is a new capability of the EXCITE Pro products, enabling them to connect directly to Roger® devices
• PartnerMic
• Remote Control

The following accessories are NOT compatible:

• remoteHD app
• Remote control 2
• Remote control
• IIC remote
• uStream
• uDirect 3
• uDirect 2
• uMic
• uTV 3
• uTV 2
• Smart Control remote

Yes. Ensure that Bluetooth is enabled on a computer or a tablet and search for Bluetooth enabled devices in the connectivity settings menu.

Open the battery doors of the Bluetooth hearing aids, wait 5 seconds and then close the battery doors to enter Bluetooth pairing mode. If you have a hearing aid without a battery door, first, turn off each hearing aid by pressing the lower part of the button until the LED turns red (4 sec). Then turn on each hearing aid by pressing the same button until the LED turns green (2 sec).

It will take approximately 3 minutes to pair the hearing aids with the tablet or computer. The tablet or computer will show a list of found Bluetooth devices. Select the hearing aids from that list.

Once pairing is complete a confirmation beep will be audible in the ear.

If the car is equipped with a Bluetooth system which was previously paired to the phone, it could try to connect every time one enters the car. This may result in a connection loss to the hearing aids since the phone can only have one connection at a time.

The exact behavior depends on the version and configuration of the car’s Bluetooth system. To prevent unwanted switching, consider removing the car’s Bluetooth system from the list of paired devices via the phone’s configuration screen.

The Stream remote app only controls the volume of the hearing aids themselves. Phone call volume is controlled from the phone.

It is recommended to go into the Settings app on the Android smartphone (this will vary depending on the Android smartphone model) and turn off Bluetooth. Wait 10 seconds and then turn Bluetooth on.

Once Bluetooth is turned on, open the Stream remote app and the hearing aids should connect with the app.

If this does not resolve the issue, delete the Bluetooth pairing from the smartphone, then pair the hearing aids again to the smartphone.

The Bluetooth hearing aids are ONLY compatible with the HANSATON Stream remote app. The HANSATON remoteHD app is not compatible with Bluetooth wireless hearing aids and will only work with streaming devices such as HANSATON uDirect 3.

No. HANSATON Stream remote app only works with smartphones supporting Bluetooth LE (Low Energy).

The minimum requirements for smartphones:    

• iOS version 10.2 and Bluetooth version 4.2 or newer
• Android version 6.0 and Bluetooth version 4.2 or newer

If the Stream remote app does not connect to the Bluetooth hearing aids, try:

• Rebooting the hearing aids by opening the battery door, waiting 5 seconds and closing the battery door again. If you have a hearing aid without a battery door, first, turn off each hearing aid by pressing the lower part of the button until the LED turns red (4 sec). Then turn on each hearing aid by pressing the same button until the LED turns green (2 sec).
• Delete the paired hearing aids from your smartphone, then pair them again with your smartphone

Reboot the mobile phone, then pair the hearing aids again via the HANSATON Stream remote app.

For complete instructions, download the TV Connector user guide here.

To setup the TV Connector for the Bluetooth wireless hearing aids, please follow these steps carefully:

1. Remove the TV Connector from the packaging. Insert the micro USB end of the USB cable into the port on the backside of the TV Connector
2. Connect the larger end of the USB cable to the power supply
3. Insert the power supply into your wall socket
4. Insert the other end of the audio cable into the AUDIO OUT port of your TV
5. Once connected to power, the LED turns green to indicate that it is ready to stream
6. When the TV Connector is plugged into a power source for the very first time, ensure the hearing aids are switched on and within a 1 meter radius to allow automatic connection. Once connected, the hearing aids will play a confirmation tone

Congratulations! Your hearing aids are now connected to the TV Connector.

Within 10 seconds of turning on the TV, a confirmation melody will sound indicating that the Bluetooth wireless hearing aids have successfully paired with the TV Connector.

No. The HANSATON Stream remote app can be used to adjust the balance of the TV volume and the volume of the environment while connected to the TV Connector.

The TV Connector will enter standby mode if there is no (or very low) audio signal for 45 seconds. It can take up to 45 seconds for the TV Connector to become active from standby mode.

The TV Connector can connect with an unlimited number of compatible Bluetooth hearing aids. To connect a new set Bluetooth hearing aids to the TV Connector, follow these steps:

1. Make sure the hearing aids are switched on and within 1 meter (3 feet) of the TV Connector.
2. Press the Connect button on the back of the TV Connector until the indicator light begins rapidly blinking blue

A confirmation melody will play in the hearing aids to confirm they are successfully paired with the TV Connector. This may take up to 10 seconds.

The TV Connector can stream audio up to 15 meters / 50 feet in any direction to send the audio signal to your compatible Bluetooth hearing aids

The TV Connector can stream up to 15 meters. So, ideally they should be placed at least 15 meters apart. If there are more than one TV Connector installed, your Bluetooth hearing aids will pick up the first signal received.

Yes. If configured by your hearing healthcare professional, simply press the push button on your hearing aid to toggle from the TV Connector program to the Automatic mode.

The TV Connector will  remain on as long as it detects an audio signal.

To switch off the TV Connector, simply switch off the television or another connected audio source. The TV Connector will go into standby mode automatically, latest after 45 seconds.

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, then red. Once the reset is complete, the LED will turn orange

Once the reset is finished, any previously paired hearing aids that will be deleted from the TV Connector memory.

Yes. The TV Connector can be used to connect to audio sources like stereos, computers, tablets, and mobile phones. Simply plug the analog 3.5 mm audio cable into the AUDIO OUT port of your audio source.

Yes. If your hearing aids are connected to your mobile phone, you can still receive phone calls, even when using the TV Connector.

In the case of an incoming call, the hearing aids will automatically stop the audio signal from the TV Connector and the incoming call alert will be played through the hearing aids. After the call, the hearing aids will switch back to the TV Connector audio signal automatically.

You have the 3.5 mm audio cable plugged in the AUDIO OUT port of the television. Check the audio settings of the TV to enable the loudspeakers to be used in parallel.

Alternatively, use the optical (TOSLINK) cable instead of the analog 3.5 mm audio cable to connect the TV Connector to the audio source.

The TV Connector signal through the hearing aids may have a small noticeable delay. Adjust the audio delay of your television speakers in the audio settings menu of your TV.

For more information, consult the user guide included with your television.

No. The TV Connector is not compatible with DTS audio signal formats.

The TV Connector can only receive and transmit, Dolby audio, mono or stereo audio signals. Please make sure that no DTS audio settings are used by the TV (or audio source).

If these audio signals are present, the LED indicator light on the TV Connector will be blinking red. If this occurs, change the audio signal to Dolby audio or stereo (PCM) in the audio settings menu of the TV.

This will happen when you press the TV Connector Connect button and insert the power cable simultaneously.

If the orange / yellow LED indicator light is displayed, the TV Connector will not work properly. To correct this, unplug the power cable and reconnect, making sure to not press the Connect button during this process.

Different audio sources can have different output volumes.

Adjust the balance between the audio source and your environment by using the push button on your hearing aids.

If you continue to have problems with volume adjustments, contact your hearing care professional.

If you cannot hear the sound from the audio source (e.g. TV), check the following options:

• Verify each hearing aid is working and has a functional battery
• Verify you are within 15 meters (50 feet) of the TV Connector
• Verify the TV Connector has a green light displayed, indicating the device is streaming an audio signal
• Verify the TV Connector is connected to the power supply and plugged into a power source
• Verify the TV Connector is correctly connected to the TV via the analog 3.5mm audio cable or the optical (TOSLINK) audio cable
• Verify that the audio cable is firmly inserted into the TV Connector and your TV (or audio source)
• Verify the TV is switched on and the audio signal is not muted
• Turn the television off. Unplug the TV Connector from the USB power supply and the television. Reconnect TV Connector to the USB power supply and the television. Switch the television on
• If necessary, re-pair your hearing aids to the TV Connector by holding down the Connect button located on the back of the TV Connector. You will hear a confirmation beep within 10 seconds indicating the devices are paired

• Verify both hearing aids have a functional battery and are switched on
• Ensure the audio cable is firmly inserted into the TV Connector and your TV (or audio source)
• Re-pair the hearing aids to the TV Connector by holding down the Connect button on the back of the TV Connector until you hear a confirmation beep in your hearing aids indicating a successful pairing

Verify that the analog 3.5mm audio cable is firmly inserted into the TV Connector and the audio source.

If the crackling persists, check the analog 3.5 mm audio cable for damage. If the cable is damaged it will need to be replaced. Contact your hearing care professional for further assistance.

With your Bluetooth hearing aids you can:

• Pair to up to two TV Connectors
• Connect to one TV Connector at a time
• Use the hearing aid toggle button to toggle through your hearing programs and the two TV Connectors.

If you pair more than two TV Connectors to your hearing aids, the last TV Connector you were paired with will replace the oldest one you had connected to.

our Bluetooth hearing aids automatically connect to the TV Connector if:

• The TV Connector is connected to an audio source
• The audio source is switched on
• You initially paired your hearing aids to the TV Connector
• You are within range of the TV Connector
• Your hearing healthcare professional turned the auto-connect feature on

The following are reasons why the TV Connector may not connect to your hearing aids anymore:

Reason 1:

While watching TV and streaming to your hearing aids, you may have pressed the push button on your hearing aids to stop streaming from the TV Connector and switch to the automatic program.  The TV Connector program is still available in the background if you stay within the range of the TV Connector.

If this is the case, press the hearing aid push button again to return to the TV Connector program.

Reason 2:

If there is a very long period of silence (or low volume) from the TV, for instance during a snooker game, the TV Connector will stop transmitting after 45 seconds. If you enter the room at this moment, your hearing aids may not connect to the TV Connector right away.

If this is the case, wait until there is sound again. The hearing aids should switch to the TV Connector program automatically.

The hearing aids will need to be turned off manually to avoid draining the battery if not used for longer periods of time.

Yes. If the hearing aids are turned off manually, they can be stored in the charging base if it is unplugged.

Once the charging base is plugged in, insert the hearing aids into the charging slots with the receivers and domes or earmolds into the large open compartment. Once they are placed correctly, the lights on the hearing aids will flash to indicate the charge status of the hearing aids.

If the hearing aids do not light up, or a solid red light is shown on the hearing aids, the hearing aids are not charging.

A solid red light on the charging base means there is an issue charging the hearing aids. Remove the hearing aids from the charging base, clean the contacts, and reinsert.

When inserted in the charger, a flashing red light on the hearing aids means that the hearing aids have less than 10% charge remaining. It will take approximately 3 hours to charge fully.

Once the hearing aids are fully charged, the lights on the hearing aids will turn solid green. Hearing aids cannot overcharge.

Use a dry, soft tissue and/or provided brush to remove debris from the hearing aid charge contacts and the provided brush to clean the contacts of the charger. Do not sterilize or disinfect the charger or use rubbing alcohol, or any other liquid.