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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Firmware & System Update Issues

I cannot execute a firmware upgrade. What should I do?

Before trying troubleshooting, please make sure to have followed the proper procedure to upgrade the firmware.

If you're having trouble with the firmware update on your Nuance Audio™ Plus, follow these steps:

Step 1: Ensure internet connection
The update requires a working Wi-Fi or mobile data connection. Please note that interferences, such as an incoming phone call, can affect the connection and cause the firmware update to be interrupted. For further support, see: [Check data connection.

Step 2: Check glasses status
Ensure the glasses are fully charged and near your phone. To check the battery level, see: How to check battery level.

Step 3: Don't use the device when updating
Both the phone and glasses should stay close to each other and not be in use when updating.

Step 4: Check background activity authorization
Energy-saving settings may limit the activity of applications running in the background. In such cases, disable energy-saving mode.

Step 5: Please avoid smartphone screen lock during the firmware upgrade
You may  keep alive the smartphone screen manually during the firmware update or modifying your smartphone setting before to start the firmware update, switching the Auto-Lock to Never just during the glasses firmware update and then you may reset your Auto-Lock setting desired.

Step 6: Finally, please note errors may occur during the firmware upgrade if the eyewear is placed on the charging pad and its battery reaches 100% during the upgrade process. To resolve this issue, remove the eyewear from the charging pad, then power it on again to allow it to reconnect with the app before attempting the firmware upgrade again.

If issues persist, please contact customer service.

Please note that during the firmware upgrade process, an error message could be displayed. This may occur since the Nuance Audio™ Plus need 90 seconds to reboot, and if reboot doesn’t happen within this timeframe, an error message appears. In this case, once the Glasses are reconnected to the app, please check the firmware version, as the upgrade may have been successfully completed despite the error message.

My glasses do not work after a firmware update. What should I do?

If your Nuance Audio™ Plus is unresponsive after a firmware update, try the following steps:

Step 1: Restart the Glasses

• Turn the Glasses off and back on using the power switch on the frame

Step 2: Fully charge the Glasses

• Place the Glasses on the Charging Pad and allow them to charge fully
• Once fully charged, try turning them on again

Step 3: Perform a factory reset

• Press and hold the ""+"" and ""−"" buttons simultaneously for 10 seconds
• Release the buttons when the LED turns purple

After a factory reset, you will need to pair the Glasses again with the App.

For instructions on removing and pairing your Glasses again, see: How can I pair or unpair a Bluetooth device?

If the issue persists, please contact our Support Team.

I received an error while trying to install a firmware or system update on my glasses. What should I do?
If you're having trouble performing a firmware update on your glasses, follow these steps:

Step 1: Check your internet connection
Ensure your device is connected to Wi-Fi or mobile data. For help checking connectivity, click here.

Step 2: Verify glasses charge
Make sure your glasses are fully charged and close to your phone. For battery check instructions, see: Check battery level.

Step 3: Don't use the devices
Both your phone and glasses should remain idle during the update to avoid interruptions.

Step 4: Please avoid the smartphone screen lock during the upgrade.
You may keep alive the smartphone screen manually during the firmware update or modifying your smartphone setting before to start the firmware update, switching the Auto-Lock to Never just during the glasses firmware update and then you may reset your Auto-Lock setting desired.

If the issue persists, please contact us.

Please note that during the firmware upgrade process, an error message could be displayed. This may occur since the Nuance Audio Glasses need 90 seconds to reboot, and if reboot doesn’t hAppen within this timeframe, an error message Appears. In this case, once the Glasses are reconnected to the App, please check the firmware version, as the upgrade may have been successfully completed despite the error message.