Troubleshooting Nuance Audio Glasses

Troubleshooting Nuance Audio Glasses
App App Functionality Issues Registration & account management App Connectivity & Download Issues
Battery & Charging Glasses charging issues Remote control charging issues
Firmware Firmware & System Update Issues
General Troubleshooting Steps Generic actions on your phone Generic unexpected behavior of the glasses Generic power issues Phone Calls
Pairing & Connectivity Connectivity issues Interference issues Pairing errors
Sound General amplification issues Sound issues
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Generic actions on your phone

How can I update my phone's operating system?

Keeping your smartphone's operating system up to date helps ensure compatibility with the Nuance Audio™ App.

Android smartphones

To check for available updates:

1. Open Settings
2. Tap System
3. Select System Update or Software Update
4. If an update is available, follow the on-screen instructions to download and install it

A Wi-Fi connection is recommended when downloading updates. Do not turn off your device during installation.

iPhone

To check for available updates:

1. Open Settings
2. Tap General
3. Select Software Update
4. If an update is available, tap Download and Install
5. Once the download is complete, tap Install Now
6. Your iPhone will restart and begin the update process

A Wi-Fi connection is recommended when downloading updates. Do not turn off your device during installation.

How can I update an app on my phone?
Updating Apps on Android Smartphones

To update an App on your Android device, follow these steps through the Google Play Store:

Step 1: Open the Google Play Store.
Tap the Play Store icon on your home screen or in the App drawer.

Step 2: Access My Apps & games.
Tap your profile icon in the top-right corner of the screen.

Step 3: Select Manage Apps & device from the menu.

Step 4: Check for updates.
In the Overview tab, tap Updates available. A list of Apps with available updates will Appear.

Step 5: Update the App.
Find the App you want to update in the list and tap Update next to it. To update all Apps at once, tap Update all.

Updating Apps on iOS Smartphones

To update an App on your iPhone, follow these steps using the App Store:

Step 1: Open the App Store.
Tap the App Store icon (a blue icon with a white "A") on your home screen.

Step 2: Go to Your Account.
Tap your profile icon in the top-right corner of the screen and scroll down to the Available Updates section.

Step 3: Update the App.
Find the App you want to update and tap Update next to it.

Step 4: Update all Apps (optional).
If multiple Apps have updates, tap Update All to update them all at once.
How can I turn bluetooth on and off on my phone?

Disclaimer: If users experience issues with Bluetooth connectivity, these are often due to inherent limitations of Bluetooth technology rather than specific problems with the device (in our case, the Nuance Audio™ Plus and the phone running the App). Bluetooth connections can be affected by factors like interference from other electronic devices or certain environmental conditions, which are beyond the control of individual products. In some cases, when a connection is interrupted, one of the devices may temporarily become unresponsive while waiting to re-establish the link

For Android smartphones

Via Quick Settings (Fastest Method)
Step 1: Swipe down from the top of your screen to open the Quick Settings panel (you may need to swipe down twice to see all options).
Step 2: Find the Bluetooth icon (usually shaped like a "B").
Step 3: Tap the icon to toggle Bluetooth on or off. The icon will be highlighted (often blue) when Bluetooth is on and grayed out when it’s off.

Via the Settings App
Step 1: Open the Settings app (gear icon) on your home screen or app drawer.
Step 2: Scroll down and tap Connected devices (or Connections or Bluetooth, depending on your device).
Step 3: Tap Bluetooth and toggle the switch to turn it on or off.

Via Voice Commands (Google Assistant)
Step 1: Activate Google Assistant by saying "Hey Google" or holding the home button (or swiping up from the bottom corners on some devices).
Step 2: Say "Turn on Bluetooth" or "Turn off Bluetooth."

For iOS Smartphones

Via Control Center
Step 1: Open Control Center:

On iPhone X and later, swipe down from the upper-right corner of the screen.
On iPhone 8 and earlier, swipe up from the bottom of the screen.
Step 2: Find the Bluetooth icon (a "B" symbol) and tap it to toggle Bluetooth on or off. The icon will be blue when Bluetooth is on and gray when it’s off.
Via the Settings App
Step 1: Open the Settings app (gear icon) on your home screen.
Step 2: Tap Bluetooth.
Step 3: Toggle the switch next to Bluetooth at the top of the screen. It will be green when Bluetooth is on and gray when it’s off.

Via Siri
Step 1: Activate Siri by saying "Hey Siri" or pressing and holding the side button (or home button on older models).
Step 2: Say "Turn on Bluetooth" or "Turn off Bluetooth." 

How can I download a new app on my phone?
Downloading Apps on Android Smartphones

To download an App on your Android device, follow these steps using the Google Play Store, the official App marketplace for Android:

Step 1: Open the Google Play Store.
Look for the Play Store icon (a multicolored triangle) on your home screen or in your App drawer, and tap it to open.

Step 2: Tap the search bar at the top of the screen.

Step 3: Type the name of the App you want to download.

Step 4: Press the search button (usually a magnifying glass icon) on your keyboard.

Step 5: From the search results, find the App and tap it to open the App's page.

Step 6: Tap the Install button.

Step 7: The App will download and install automatically.

After installation, you can tap Open to launch the App immediately.

Downloading Apps on iOS Smartphones

To download an App on your iOS device, use the App Store, the official App marketplace for iOS:

Step 1: Tap the App Store icon (a blue icon with a white "A") on your home screen.

Step 2: Tap the Search tab at the bottom right, then type the name of the App in the search bar at the top.

Step 3: Press Search on your keyboard.

Step 4: Scroll through the search results and tap the App you want to open its page.

Step 5: Tap the Get button next to the App’s name. If prompted, confirm the download using Face ID, Touch ID, or your Apple ID password.

Step 6: The App will begin downloading, and you can monitor its progress as the download circle fills.

Once the App is installed, the Get button will change to Open. You can launch the App from the App Store or find it on your home screen.
How can I pair and unpair a device from my smartphone using bluetooth?

Android smartphones

Pairing a Bluetooth device

1. Open Settings.
2. Tap Connected Devices (or Connections, depending on your device)
3. Turn Bluetooth on if it is not already enabled
4. Put the device you want to pair into pairing mode. Refer to the device instructions if needed
5. When the device appears in the list of available devices, tap its name
6. Follow any on-screen instructions to complete the pairing process. If prompted, enter or confirm the pairing code

Unpairing a Bluetooth device

1. Open Settings > Connected Devices (or Connections)
2. Locate the device you want to remove
3. Tap the gear icon or menu next to the device name
4. Select ""Forget"" or ""Unpair""
5. Confirm your choice if prompted

iPhone

Pairing a Bluetooth device

1. Open Settings > Bluetooth
2. Turn Bluetooth on if it is not already enabled
3. Put the device you want to pair into pairing mode
4. Under ""Other Devices"", tap the device name when it appears
5. Follow any on-screen instructions to complete the pairing process

Unpairing a Bluetooth device

1. Open Settings > Accessibility > Hearing Devices and tap ""Forget Device""
2. Open Settings > Bluetooth
3. Under ""My Devices"", locate the device you want to remove
4. Tap the information (i) icon next to the device name
5. Select ""Forget This Device"" and confirm

The device will be disconnected and removed from your list of paired devices. To reconnect it in the future, you will need to pair it again.

How do I close and reopen an app on my phone?
For iOS

Closing an App:

1. Access App switcher:
Face ID: Swipe up and pause.
Home button: Double-click the Home button.
2. Find and close the App:
Swipe left/right to find the App, then swipe it up to close.
To reopen:

Go to the Home screen and tap the App icon.

For Androids

Closing an App:

1. Open recent Apps:
Swipe up and pause or press the Recent Apps button.
2. Find and close the App:
Swipe left/right to find the App, then swipe it up or sideways to close.
To reopen:

Go to the Home screen and tap the App icon.
How do I check the storage space on my phone?
For iOS:

1. Open Settings: Tap the Settings icon.
2. Go to General: Scroll down and tap "General."
3. Tap iPhone Storage: View a breakdown of your storage usage.

For Android:

1. Open Settings: Tap the Settings icon.
2. Find Storage: Look for "Storage" (may be under "Device care," "Device maintenance," or "About phone").
3. View Storage Details: See a breakdown of used and available storage.
How do I check if I have a working data connection?
For iOS:

1. Enable Cellular Data
Go to Settings > Cellular and toggle it on.

2. Check Status Bar
Look for signal bars with a network icon (5G, LTE). "No Service" means no connection.

3. Test Connection
Open a browser and load a page.

4. Check Wi-Fi
Ensure Wi-Fi is connected or turn it on.

5. Check Airplane Mode
Ensure Airplane Mode is off in Control Center or Settings.

For Android:

1. Enable Mobile Data
Go to Settings > Connections (or Network & Internet) > Mobile Data.

2. Check Status Bar
Look for signal bars with a network icon. "No Service" or "E" means weak/no connection.

3. Test Connection
Open a browser and load a page.

4. Check Wi-Fi
Ensure Wi-Fi is on or disconnected if using mobile data.

5. Check Airplane Mode
Make sure Airplane Mode is off in Settings or Quick Settings.

6. Restart Mobile Data
Toggle Mobile Data off/on or restart your phone.
How do I create a Google or Apple account?

Creating a Google Account on Android:

a. Open Settings: Swipe down and tap the gear icon.
b. Go to Accounts: Scroll to "Accounts" or "Users & accounts."
c. Add Account: Tap "Add account" > "Google."
d. Create Account: Tap "Create account" > "For myself" or "For business."
e. Enter Info: Add your name, birthdate, and gender.
f. Choose Gmail Address: Select or create a Gmail address.
g. Set Password: Enter a strong password.
h. Add Phone Number (optional): For security.
i. Agree to Terms: Tap "I agree" after reviewing.
j. Verify: Enter the verification code (if required).
k. Finish: Your Google account is set up for all Google services.

Creating an Apple ID on iPhone:

a. Open Settings: Tap the gear icon.
b. Sign In: Tap "Sign in to your iPhone" > "Create Apple ID."
c. Enter Info: Add your name and birthdate.
d. Use Email or iCloud: Enter your email or create a new iCloud email.
e. Set Password: Create a strong password.
f. Add Phone Number: Enter your number for verification.
g. Agree to Terms: Tap "Agree."
h. Verify Email & Phone: Enter the verification codes sent to your email and phone.
i. Two-Factor Authentication (optional): Enable for extra security.
j. Complete Setup: Your Apple ID is ready to use.

Optional: Add payment info if prompted.