Firmware and system update issues

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

If you're having trouble with the firmware update on your Nuance Audio™ Glasses, 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™ 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.

If your Nuance Audio™ Glasses are unresponsive after a firmware update, please try:

Step 1: Turning them on and off again.

Step 2: Put in charge your Nuance Audio™ Glasses, waiting for full charge, then try again to switch them on.

If the issue persists, please contact us.

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.