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 functionality issues

The App does not respond to commands. What should I do?

If certain parts of the Nuance Audio™ App, like accessing menus, are working but you can’t interact with the Nuance Audio™ from the Home Page, try closing and reopening the App (How do I close and reopen an app on my phone?). This often restores synchronization with the glasses.

If the issue continues, follow these steps:

Step 1: Restart your phone and check Bluetooth
Restart your phone and make sure Bluetooth is enabled. For instructions, see: How can I turn Bluetooth on and off on my phone?.

Step 2: Turn off your Nuance Audio™ Glasses
Power off the glasses by pressing and holding the button on the frame for about 1 second.

Step 3: Turn on your Nuance Audio™ Glasses
Press and hold the button on the frame for about 2 seconds to turn the glasses back on until the led on the temple turns green, then check if the App is functioning correctly.

If the issue continues, try perform the factory reset, for detailed instructions, see this guide: How do I factory reset my glasses?

For further assistance, feel free to reach out.

What if I'm not able to finalize the Personal Calibration process?

Before trying troubleshooting, please make sure to have followed the proper procedure for Personal Calibration: Getting Started.

Personalized calibration is a process that optimizes the audio settings of your Nuance Audio™ Glasses. Calibrating is optional, but it is highly recommended for optimal performance. For more information on calibration please refer to What is personalized calibration and what is it useful for? 
 
In the event you’re not able to finalize this process, it may be related to two main issues:
 
Issue 1: Calibration attempts in a noisy environment. 
The Calibration process is allowed if dBs is <=50dB, otherwise it cannot be performed. To make sure you’re located in a quiet environment, you may try to: 
 
• Switch on the Glasses and open the Nuance Audio™ App.
• In the Homepage, press on “Noise Tracking” -> “Scan now”. 
• If the Noise level displayed (in dB), calibration is allowed if dBs is <=50dB, if above the calibration cannot be performed.
 
Issue 2: App freezes while Calibration Process is ongoing. 
In this event, please follow these actions:
 
1. Close and open the App.
2. Turn the Glasses off and on again. 
3. If actions 1 and 2 are not enough, proceed with the Force Restart of the Glasses (How can I force restart my glasses?)