ReSound Smart app for ios FREQUENTLY ASKED QUESTIONS

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1 Tip for use of FAQ: Click on questions to go to answer. Please also go to for more user guidance. GETTING STARTED... 3 Why can t I find the ReSound Smart app in App Store, when I search from my ipad?... 3 Which hearing aid models can I use with the ReSound Smart app?... 3 Which mobile device do I need to use the app?... 3 Which operating system must my mobile device run?... 3 Do I need an accessory to use the app?... 4 I have a ReSound Unite Phone Clip+. Will it work with the app?... 4 How do I pair my mobile device to my ReSound Smart hearing aids?... 4 I ve downloaded the app and paired my hearing aids to my mobile device. Now what do I do?... 4 Why does the app take some time to load after pairing?...5 VOLUME & MUTE...5 How can I reset my volume level to the default level?...5 Why is the volume slider grayed out?...5 What are the small dots next to the volume bar?...5 PROGRAM... 6 Why can t I change program during a phone call or while I m listening to music?... 6 Why can t I change programs at all?... 6 Why can t I press the program button with the phone icon?... 6 Why are there no streamer accessory programs in the app?... 6 How can I edit the program names?... 6 If I edit the names of the programs, will my Hearing Care Professional be able to recognize the original programs?... 7 Why did I lose the program names that I entered?... 7 Why was my program renaming not remembered by the app?... 7 Why did the name of the program change when I chose it?... 7 Why are some of the program buttons grayed out and others not?... 8 BASS AND TREBLE... 8 What does the bass and treble adjust?... 8 Can I keep my adjustments of bass and treble?... 8 SOUND ENHANCER... 8 Why don t I have the Sound Enhancer in my app?... 8 Why are one or more of the Sound Enhancer features grayed out in a program?... 9 Page1 v. 3.0

2 Why do I only see one or two Sound Enhancer features in my app?... 9 Why did my Sound Enhancer stop working?... 9 How do I return to my fitted settings after adjusting the Sound Enhancer?... 9 Can I keep my adjustments of the Sound Enhancer? For which programs can I adjust the Sound Enhancer? What are the actual widths of the beam in Speech Focus? FAVORITES What does the app notification Turn On Location Services to allow Smart to determine your location mean? Why can t I add a place to a Favorite? How many Favorites can I add? What does the notification "Maximum number of Favorites reached. To be able to add this Favorite, please remove a Favorite from the list" mean? How can I delete a Favorite? How can I delete all Favorites at once? FINDER Why are the red bars in the Finder Nearby mode not accurate? Does the Finder work if the hearing aids have run out of batteries? MY HEARING AID Why can t I hear anything when I use the Melody guide? CONNECTION What do the lines on the Connection screen mean? What is the exclamation mark on top of the Connection button or Volume screen trying to tell me? What do I do when the app loses connection? Why doesn t the app update certain screens? BATTERIES What does the battery display show? Nothing happens when I press the battery display - why? Does the app impact battery consumption? OTHER Can I get the app in a language other than English? What is Demo mode? How do I remove the app? Is the app available for Android? Why does the streaming from my iphone, ipad or ipod stop when I open the ReSound Smart app? Page2 v. 3.0

3 GETTING STARTED Why can t I find the ReSound Smart app in App Store, when I search from my ipad? A: The Smart app is optimized for iphone, but will run on ipad either in normal iphone app size or in a double-up format (2x mode). When you search the App Store from an ipad you will automatically search for ipad apps only. To find the ReSound Smart app, go to the top left corner of the App Store. Here it says ipad only, press the small arrow and you can choose iphone only. Select that option and then when searching for ReSound and Smart you will see the ReSound Smart app. Which hearing aid models can I use with the ReSound Smart app? A: You need ReSound Smart (Made for iphone) hearing aids to use the app. These include: ReSound LiNX 2, ReSound LiNX 9/7, ReSound LiNX TS 9/7, ReSound Enzo 9/7 and ReSound Up Smart 9/7. Which mobile device do I need to use the app? A: To use the app with your ReSound Smart hearing aids you need one or more of the following devices: iphone 6, iphone 6 Plus, iphone 5s, iphone 5c, iphone 5, ipad Air 2, ipad Air, ipad (4th generation), ipad mini 3, ipad mini 2, ipad mini with Retina display, ipad mini (running in 2x mode), and ipod touch (5th gen.). All running ios 7.0 or later. For use with iphone 6 or iphone 6 Plus, we recommend ios 8.1 or later. The app is optimized for iphone 5. Please note, the location based services are not available on the ipod touch, on ipads without a cellular connection / sim card and if your device does not have wifi or a data subscription. Which operating system must my mobile device run? A: The mobile device must have ios 7.0 or later. If you are running an older operating system version you can easily update following the instructions from Apple Page3 v. 3.0

4 Do I need an accessory to use the app? A: You only need to pair your iphone, ipad or ipod with the hearing aids and then you can use the app directly with your hearing aids. You do not need an additional accessory such as the ReSound Unite Phone Clip+ to use the Smart app. For instructions on pairing, please see How do I pair my mobile device to my ReSound Smart hearing aids? below or the Quick guide manual: I have a ReSound Unite Phone Clip+. Will it work with the app? A: You do not need the ReSound Unite Phone Clip+ to use the app but you can use it for hands-free talk when streaming phone calls. How do I pair my mobile device to my ReSound Smart hearing aids? A: Make sure to have Bluetooth turned on on your mobile device. Go to Settings -> General -> Accessibility -> Hearing Aids and your mobile device will search for hearing aids. Open and close the battery doors on your hearing aids. Tap when they are shown in the display and then tap Pair (twice for two hearing aids) and your devices will be paired. You can also consult the Quick guide on how to pair: I ve downloaded the app and paired my hearing aids to my mobile device. Now what do I do? A: Simply tap the launch icon on the home screen of your mobile device to activate the app. An entry flow containing the following steps will begin: Step 1: Do you want to connect with the hearing aid now or run in demo mode? Choose connect now. Step 2: Terms of use: We inform you that you should familiarize yourself with the printed user guide for the hearing aids. It is necessary to accept the terms of use to proceed. Step 3: We inform you about the hearing aid models you can use with the app. Step 4: If your hearing aids for some reason have not been paired with your mobile device, we offer guidance on how to pair. Step 5: You re ready to run ReSound Smart app. If you need guidance on the app features please consult the Tutorial section of the app. Page4 v. 3.0

5 Why does the app take some time to load after pairing? A: When you open the app after the hearing aid has been connected for the first time, or just disconnected, the app needs to read information from the hearing aids. This is for example information about the programs fitted to the hearing aids. This takes a few seconds, but progress bars will keep you informed of duration. VOLUME & MUTE How can I reset my volume level to the default level? A: You can reset the volume level to the default level by placing the volume slider button between the two dots on the each side of the volume bar. Why is the volume slider grayed out? A: The volume slider will be grayed out if you have lost connection to one or both of your hearing aids. Please see Question What do I do when the app loses connection?. Can I use the app to adjust hearing aid volume during calls or while streaming sound? A: Yes, you adjust the hearing aid volume by turning the volume slider up and down. This also goes for the hearing aid volume during calls. If you would like to adjust the volume of the phone call or the streamed sound, this can be done using the phone hard keys. What are the small dots next to the volume bar? A: The dots indicate your default volume setting. This is determined by the way the Hearing Care Professional has fitted the hearing aids. The dots are useful for e.g. setting the default volume level. Page5 v. 3.0

6 PROGRAM Why can t I change program during a phone call or while I m listening to music? A: When you stream sound from your iphone, ipad or ipod, the hearing aid automatically changes to a device streaming program. This is shown with a phone icon. In order to go back to a hearing aid program, please exit the active phone operation. Why can t I change programs at all? A: If you have lost connection to your hearing aids the program buttons will be grayed out and nonselectable. At the same time you will see a white exclamation mark indicating that the hearing aids have lost connection to the mobile device. When re-establishing the connection you can change program again. Why can t I press the program button with the phone icon? A: The program button with the phone icon appears when you either stream sound (e.g. music) from your iphone, ipad or ipod or when a phone call is taking place. While the sound streaming or the phone call takes place the hearing aids will remain in the streaming program and in order to change program you need to exit the streaming or phone call. Why are there no streamer accessory programs in the app? A: When you want to use a streaming accessory like ReSound Unite Mini Mic, TV Streamer 2 or Phone Clip+ the app will automatically adjust. This means that the app will automatically show the streamer accessory programs if there is a streamer accessory connected. If there is no streamer accessory connected, the streamer programs will not appear. How can I edit the program names? A: You can edit the program names in the app Settings. Go to the Main menu in the app, then choose Rename programs. Then you will see the current programs listed and you can edit each of them as you like. Keep in mind that a program name must be between 3-1o characters. If you would like a two letter name you can always add space as the third character. Page6 v. 3.0

7 If I edit the names of the programs, will my Hearing Care Professional be able to recognize the original programs? A: Yes, when you edit the program names, the new name is stored in the hearing aid. When your Hearing Care Professional connects your hearing aid, he can see the program names you have chosen. Please note: When your Hearing Care Professional reconnects your hearing aids to the fitting software in his/her office, the fitting software will overwrite the changes you made. This unfortunately means that the programs you renamed will return to the original names. If you want to keep the names you edited, either ask your Hearing Care Professional to enter them in the fitting software or edit them again after your visit. Why did I lose the program names that I entered? A: When your Hearing Care Professional reconnects your hearing aids to the fitting software in his/her office, the fitting software will overwrite the changes you made. This unfortunately means that the programs you renamed will return to the original names. If you want to keep the names you edited, either ask your Hearing Care Professional to enter them in the fitting software or edit them again after your visit. Why was my program renaming not remembered by the app? A: When you edit the program names remember to press ok, when you are done. If you have not pressed ok the renamed programs will not be saved. You can rename the programs in the app Settings under Rename Programs. Please note: If your Hearing Care Professional reconnects your hearing aids to the fitting software in his/her office the fitting software will reverse the program names to the original names. Why did the name of the program change when I chose it? A: If your Hearing Care Professional has entered new hearing aid programs names during the fitting session, you will see these names when you enter the program for the first time after the fitting. Page7 v. 3.0

8 Why are some of the program buttons grayed out and others not? A: There can be several reasons for some of the program buttons being grayed out. 1. If you are streaming sound, e.g. music, from your iphone, ipad or ipod only the phone program icon will be highlighted and the remaining buttons will be greyed out. 2. If you have two hearing aids in different programs and one of the hearing aids disconnects, then the program of the disconnected hearing aid will look semi grayed out. This is to indicate that the program is disconnected in one hearing aid, however you can still choose the program for the connected hearing aid. BASS AND TREBLE What does the bass and treble adjust? A: The bass and treble adjust the high and low frequencies. Adjusting bass and treble means you can adjust the high and low tones and thereby customize your hearing experience. The bass/treble range is from +6 db to -6 db. The cross-over frequency is 1000 Hz. Can I keep my adjustments of bass and treble? A: Yes. If you have ReSound LiNX 2 hearing aids, you will keep the adjustments for the particular program until you reboot (turn off and on again) your hearing aids. For all ReSound Smart hearing aids, you can save your settings as a Favorite and choose to re-apply them at any time you want by choosing that Favorite from the app. SOUND ENHANCER Why don t I have the Sound Enhancer in my app? A: The Sound Enhancer is available for ReSound LiNX 2 9 only. Availability also depends on the fitted programs and settings of your ReSound LiNX 2 9. If available for you, the Sound Enhancer will show in the More options menu in the top left corner of the Program screen. The Sound Enhancer might be available only in some of your fitted programs, so please try the More options menu when in each program. If you do not have the Sound Enhancer in your app, and would like to have it, please consult your Hearing Care Professional. Page8 v. 3.0

9 Why are one or more of the Sound Enhancer features grayed out in a program? A: Each Sound Enhancer feature is available per program dependent on the settings of the program. For example, in a Restaurant program you will typically have Comfort in Noise and Speech Focus available, but not Comfort in Wind. This is because the wind noise reduction feature of the hearing aids is typically not enabled for a Restaurant program. However, if one of the feature tabs is grayed out for the program you are in, it means that it is available in another program. Try your other programs to see what is available there. Why do I only see one or two Sound Enhancer features in my app? A: Each Sound Enhancer feature is available per program dependent on the settings of the program. For example, if you only see the Comfort in Noise and/or Speech Focus features, and not the Comfort in Wind feature, it means that you do not have the wind noise reduction feature enabled in any of your hearing aid programs. If you do not have all three Sound Enhancer features in your app, and would like to have them, please consult your Hearing Care Professional. Why did my Sound Enhancer stop working? A: If you lose connection to one or both of your hearing aids, it is not possible to adjust the Sound Enhancer. If you have one hearing aid fitted, this needs to be connected, and if you have two hearing aids fitted, they both need to be connected. Otherwise the adjustments cannot be performed. Make sure you re connected and try again. See the question What do I do when the app loses connection? Also, if you have two hearing aids fitted, please make sure that they re both in the same program when adjusting the Sound Enhancer. How do I return to my fitted settings after adjusting the Sound Enhancer? A: You can always return to your fitted hearing aid settings. Either tap the Undo button in the top right corner of the Sound Enhancer screen, or reboot your hearing aids (open and close battery doors). Page9 v. 3.0

10 Can I keep my adjustments of the Sound Enhancer? A: Yes. If you have ReSound LiNX 2 9 hearing aids, you will keep the adjustments for the particular program until you reboot (turn off and on again) your hearing aids. You can also save your settings as a Favorite and choose to re-apply them at any time you want by choosing that Favorite from the app. For which programs can I adjust the Sound Enhancer? A: If available for your Smart hearing aids, the Sound Enhancer can be adjusted for so-called manual hearing aid programs like Restaurant, Party, Traffic, Outdoor etc. You cannot adjust the Sound Enhancer for streaming programs, like when streaming phone calls or using your ReSound Unite streaming accessories. What are the actual widths of the beam in Speech Focus? A: There is no general answer to this question. Among other things, the beamwidth depends on the exact placement of the hearing aids on your ears. What you see in the app is an approximate visualization of the beamwidths. What does the little dot under the slider mean? A: The little dot shows the setting that was fitted for you by your Hearing Care Professional. To return to this default setting, simple slide the slider to that point or tap the Undo button in the top right corner. Page10 v. 3.0

11 FAVORITES What does the app notification Turn On Location Services to allow Smart to determine your location mean? A: To add a place you must have the Location Services turned on. If it is turned off the notification will prompt you to turn the Location Services on in the device settings. Press Settings and you will be taken to Location Services. Press the toggle button next to Location Services to activate or deactivate the function. The button will turn green when the Location services are activated. Alternatively you can activate the Location Services by going into Settings on the iphone, ipad or ipod. Then press Privacy, then Location Services. Press the toggle button next to Location Services to activate or deactivate the function. The button will turn green when the Location services are activated. Why can t I add a place to a Favorite? There can be different reasons for being unable to add a place: 1. If your subscription does not include a data package you are unable to use the location based services and you will receive the notification saying "Place could not be added". This can be resolved by acquiring a subscription with a data package. 2. If you are using an ipad without a cellular connection, the location based services are not available. 3. If you have not inserted your sim card into the iphone or ipad. 4. If your iphone or ipad is in flight mode In all of these cases you will get the following notification: "Place could not be added" 5. On rare occasions the location cannot be immediately established. This will result in the notification: "This place cannot be added to a program". How many Favorites can I add? A: You can add up to 20 Favorites. There is no limit to how many of the 20 Favorites you can add based on the same program. For example you can add 20 favorites based on the All Around program. Page11 v. 3.0

12 What does the notification "Maximum number of Favorites reached. To be able to add this Favorite, please remove a Favorite from the list" mean? A: You can add up to 20 Favorites. If you try to add Favorite no. 21 you will get the notification above. It can be resolved by either deleting one or more places individually in the Favorites list or deleting all the Favorites at once in the app Settings. See question How can I delete a Favorite? below. How can I delete a Favorite? A: There are two ways of deleting Favorites: 1. Deleting one Favorite at a time: Go to the Favorites list and swipe left on the Favorite you would like to delete. This will make a Remove option appear. Press Remove and that particular Favorite is removed. 2. Deleting all Favorites at once: Go to the app s Settings, tap Favorites and then tap Remove all saved Favorites. This will delete all you saved Favorites. How can I delete all Favorites at once? Go to the app s Settings, tap Favorites and then tap Remove all saved Favorites. This will delete all your saved Favorites. If you would like to delete only one Favorite please see the answer above. Go to question above Why did I lose my Favorites at the fitting session? A: When visiting your Hearing Care Professional for a refitting the hearing aid programs will typically be adjusted or even exchanged for others. These adjustments might cause you to lose Favorites, if your saved settings are no longer applicable to the way your programs are now fitted. Why are all My Places now called Favorites? A: With the 3.0 version of ReSound Smart we have introduced Favorites. You can still save your preferred settings, now you just do it as a Favorite. If you want to add a location to the Favorite, you can do that, and you can have your hearing aids change automatically when you enter the location, just like before. You can also choose to not add a location and just activate the Favorite whenever you need it. Page12 v. 3.0

13 FINDER Why are the red bars in the Finder Nearby mode not accurate? A: When using the Finder in Nearby mode you need to move the iphone or ipad around carefully. Depending on how fast you normally walk you might have to slow down a little when searching for the hearing aids. Does the Finder work if the hearing aids have run out of batteries? A: Some of it does. The Map mode shows the location of last time the hearing aids were connected to the iphone, ipad or ipod and this position will continue to be shown even if the hearing aids run out of batteries. Please note: The Finder does not track the hearing aid location in real time, so the hearing aid might have been removed in the meantime. On the contrary, the Nearby mode, where you can look for your hearing aids close by, only works if the hearing aids have working batteries and are on (battery doors closed). MY HEARING AID Why can t I hear anything when I use the Melody guide? A: If you have two hearing aids, the Melody guide plays back in only one of the hearing aids. It will typically be the left hearing aid, so make sure you are listening through the correct hearing aid. Also, the Melody guide will only play in your hearing aids, not on your iphone, ipad or ipod, so you need your hearing aids to be able to use the Melody guide. Your Hearing Care Professional might also have disabled melodies in your hearing aids altogether. In that case the Melody guide will not play any tones. Page13 v. 3.0

14 CONNECTION What do the lines on the Connection screen mean? A: The white line: A connection is established. The connection is between the hearing aid and the streamer accessory or between the hearing aid and the iphone, ipad or ipod. The red line with exclamation mark: The connection is missing or broken. Press the exclamation mark and you will receive guidance on how to reestablish connection. The grey dotted line: A streamer accessory is paired in, but there is currently no connection. By turning on the streamer accessory you can establish connection. What is the exclamation mark on top of the Connection button or Volume screen trying to tell me? A: You are probably missing a connection between your mobile device and your hearing aid(s). Tap the Connection button and you will see an overview of the connections between your mobile device, your hearing aids and your streaming device (if you have a streaming device paired in). If a particular connection is not established, the line will be red and have an exclamation mark on it. Tap the exclamation mark or the red line to get tips for reestablishing the connection. What do I do when the app loses connection? A: If the app loses connection it is typically the connection between the hearing aid and the iphone, ipad or ipod that has been lost. When this happens a small exclamation mark will notify you that the connection is lost. On the Connection status screen there will be exclamation marks showing where the connection is lost. If you press the exclamation mark you will receive guidance on how to reestablish connection. It is also a good idea to turn off the Bluetooth on your mobile device and turn it on again. This can be done in the Control panel by swiping up from the bottom of the screen. Tap the Bluetooth icon to turn it off, wait a couple of seconds, then tap it again to turn it on. Why doesn t the app update certain screens? A: Sometimes the app can take a little while to update a screen. This can be easily resolved by leaving and reentering the screen. Page14 v. 3.0

15 BATTERIES What does the battery display show? A: The battery display shows the current hearing aid battery status. The status indicator gives an indication of whether the hearing aid batteries have full strength or are low. Full strength means that the hearing aids have full strength for operation and low battery strength means that wireless operation is close to interruption and that batteries should be changed soon. Please note: For pairing between the hearing aids and the mobile device we recommend always using batteries with full strength. Nothing happens when I press the battery display - why? A: The battery display shows the current hearing aid battery status. There is no need to tap, press or the like to see the battery status. Does the app impact battery consumption? A: The app does not significantly impact the consumption of the hearing aid battery. This means that running the app does not take up a substantial amount of the hearing aid battery. Several hours of streaming will consume more of the hearing aid battery. Running the app will take up some of the iphone, ipad, ipod battery similar to what other smartphone apps do. Several hours of streaming will take up more iphone, ipad, ipod battery OTHER Can I get the app in a language other than English? A: Yes, besides in English the app is available in Danish, Norwegian, Swedish, Finnish, Spanish, Italian, French, German, Dutch, Portuguese, Polish, Romanian, Chinese (simplified + traditional), Korean and Japanese. The app language will follow the language of the mobile device. If for example your iphone is set to Spanish the app will automatically be set to Spanish as well. Page15 v. 3.0

16 What is Demo mode? A: Enabling Demo mode means that you can run the app without connection to the hearing aid system. This is useful for demonstration purposes or to try the app. Demo mode simulates the app features as if you were connected to a hearing aid. For example you can change programs and adjust treble / bass. You can choose Demo mode in the entry flow or enable/disable Demo mode under Settings in the app. How do I remove the app? A: You remove the app in the same way as you uninstall all other apps: Put your finger on the launch icon on the home screen and keep it there until the icon starts shaking and a little x mark appears. Tap the x mark to delete the app. Confirm the deletion. Then press the Home button to return your home screen to normal. Is the app available for Android? A: The ReSound Smart app is available for Android. Please see for more information. Why does the app say "Your hearing aids are set to gradually increase amplification over a brief period of time, while you adapt to them. After this period, the treble and bass settings will be enabled? A: You will get see this notification if your hearing aids have been fitted with the Acceptance Manager setting. The Acceptance Manager setting gradually adjusts the hearing aid to the final fitting. This means that for 14 days while the Acceptance Manager feature is adjusting you cannot adjust treble and bass. Page16 v. 3.0

17 Why does the streaming from my iphone, ipad or ipod stop when I open the ReSound Smart app? A: Apps showing videos are not able to run when you open up other apps on your mobile device. This means if you for example are watching a video on the Youtube app and open another app, Youtube will stop playing the video. It is different for audio streaming apps e.g. music, radio and podcast apps as they are designed to run in the background. This means you can open another app and the audio will keep playing in the background. It is not the ReSound Smart app that is preventing the video streaming from running, but the way the app was designed. Apple, iphone, ipad and ipod touch are trademarks of Apple Inc. Android and Google Play are trademarks of Google, Inc. Page17 v. 3.0