Troubleshooting

Troubleshooting
App App functionality issues Registration & account management App connectivity and download issues
Battery & Charging Glasses charging issues Remote control charging issues
Firmware Firmware & System Update Issues
General Troubleshooting Steps Generic unexpected behavior of the glasses Generic actions on your phone Generic power issues
Pairing & Connectivity Connectivity issues Interference issues Pairing errors
Sound General amplification issues Sound issues
< Back

Glasses charging issues

My glasses are not charging. What should I do?
If your glasses aren't charging, please follow these steps:

Step 1: Check the charging position
Ensure the charging area on the glasses is facing up and properly aligned on the charging pad (insert visual).

Step 2: Use an Appropriate power adapter and cable
Use a standard USB-C charger or USB-C power source (minimum 5V) to connect the supplied charging pad and USB-C cable.

Step 3: Verify Connections
Confirm that the charging pad is securely connected to the charging cable, and that the cable is properly connected to the power adapter. Upon plugging the cable in, watch for a solid green light to turn on for 3 seconds indicating proper connections and power up. If a red light blinks or no light comes on, it means the charging pad is out of order - contact customer service for further assistance.

Step 4: Inspect the Power Adapter
Check that the power adapter is in good condition and not damaged.

Step 5: Adjust Glasses Position
If everything seems correct and the glasses still isn't charging, try gently adjusting its position on the pad.

Step 6: Make sure the glasses are correctly positioned on the charging pad. Then: turn off and turn on your mobile, open the Nuance Audio™ App, wait for about 20 seconds and you should see the charging indicator on the screen

Following these steps should help resolve the charging issue with your Nuance Audio™ Glasses. If you need further assistance, feel free to reach out.
My glasses are not charging fully. What should I do?
If your glasses are not charging properly, try a full discharge and recharge by following these steps:

Step 1: Fully Discharge the Glasses
Use the glasses until the battery is completely drained and they shut down. After that, wait for at least 30 minutes.

Step 2: Recharge the Glasses
Place the glasses on the charging pad and let them charge fully. It’s recommended to leave them on the pad for at least 3 hours.

If you need further assistance, feel free to reach out.
The battery in my glasses drains very quickly. What should I do?

To optimize battery performance, it is recommended to turn off the audio when not in use. For instructions on how to enable or disable audio, please refer to this guide: HOW TO TURN ON/OFF THE GLASSES

If your glasses are new and their battery lasts less than 6 hours, follow these steps:

Step 1: Reset the Glasses 
Start by resetting your glasses. For detailed instructions, see this guide: How do I factory reset my glasses?

Step 2: Fully Discharge and Recharge 
Drain the battery until the glasses completely shut down. Afterward, wait at least 30 minutes before placing the glasses on the charging pad. Let them charge for at least 4 hours to ensure a full charge.

For more tips on maximizing battery life and longevity, check out this section: Care tips

If you need further assistance, feel free to reach out.