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Troubleshooting Remote Fitting
I can only see myself, there is no video stream of my hearing
care professional.
1. Let your hearing care professional know that you cannot
see them. Your hearing care professional will attempt to
refresh the video connection.
2. Wait for a short while, usually the video stream is re-
established automatically.
What do I do if I receive a phone call during the Remote
Fitting visit?
It is recommended that you decline phone calls during the
Remote Fitting visit.
What do I do if my Internet connection suddenly stops
working?
Attempting to reconnect happens automatically. If the
reconnection fails, you will have the option to END THE VISIT
During a visit, I left the app and returned to it. Does that
have any impact?
While your app is not active, your hearing care professional
cannot see you, and it may seem to them as if you have a
connection issue.
I am having challenges with the visit with my hearing care
professional, e.g. video is unstable.
This is most likely due to an unstable Internet connection. Try to
repeat the visit with a better Internet connection.
The visit suddenly ended without a mutual agreement with
my hearing care professional.
• Try to reconnect to the visit or contact your hearing care
professional.
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