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 and system update issues
General Troubleshooting Steps Generic unexpected behavior of the glasses Generic actions on your phone Generic power issues
Pairing and connectivity Connectivity issues Interference issues Pairing errors
Sound General amplification issues Sound issues
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App connectivity and download issues

I received a connectivity error in the app. What should I do?

A stable network connection (via SIM or Wi-Fi) is required for eyewear pairing, user registration and authentication, and firmware upgrades. Without a connection, or if an error occurs, these functions will be blocked.

Step 1: Check your network connection
If you encounter an error, verify that your Wi-Fi or mobile data is properly set up and working. For detailed instructions, refer to this guide: HOW DO I CHECK IF I HAVE A WORKING DATA CONNECTION?

Step 2: Try again
Connectivity errors can sometimes occur between the App and the Nuance Audio™ Glasses. In these cases, turn off and on the mobile and re-open the App. This will refresh the connection with the Nuance Audio™ Glasses and should resolve the issue.

For further assistance, feel free to reach out.

I have issues downloading the app. What should I do?

If you're having trouble downloading the Nuance Audio™ App, try these troubleshooting steps:

Step 1: Check your Wi-Fi or mobile data connection
Ensure your internet connection is stable. For detailed instructions, see this guide: HOW DO I CHECK IF I HAVE A WORKING DATA CONNECTION?

Step 2: Verify available storage space
Make sure your phone has enough storage space. For instructions, see: How do I check the storage space on my phone?"

Step 3: Update your operating system
Ensure your phone is running the latest operating system. Check compatibility here: "Is the Nuance Audio™ App compatible with any smartphone?, and follow this guide for updates: How can I update an app on my phone?"

Step 4: Close and reopen the App Store
If the App won't download, close and reopen the Google Play Store (for Android) or App Store (for iOS).

Step 5: Restart your mobile phone
A simple restart can often resolve many download issues.

For further assistance, feel free to reach out.

How can I update my Nuance Audio account email address?
The email address used during registration cannot be changed. If you need to update it, you must create a new account. Before doing so, follow these steps to access the App with your old account and unpair your glasses:

Step 1: Access the "My Glasses" section.

Step 2: Open the App and tap the icon in the bottom-right corner of the home page. Select "Settings" and enter the "My Glasses" section.

To forget your glasses:
Scroll down and choose "Forget these glasses" to unpair them. This will allow you to pair the glasses with a new account. Please be aware that after the "Forget these glasses" operation is completed, it is necessary to wait for 1 minute before turning the glasses on again. (How to pair my Nuance Audio Glasses to my mobile)

After completing these steps, you can create a new account and pair your glasses. For further assistance, feel free to reach out.