Pairing errors

If you perform a factory reset directly on the frame, you will need to re-pair the glasses with your phone. Before pairing, please follow these steps:

Step 1: Forget the Glasses in the Mobile App
Open the App and tap on the icon located at the bottom right of the home page (see visual for reference). Select “Settings” and enter the "My Glasses" section. Then scroll down and execute "Forget these glasses". 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.

Step 2: Remove Bluetooth Association
Next, ensure that you remove the Bluetooth association with the glasses. For detailed instructions on how to do this, please refer to this guide: Nuance Audio glasses already in use error in pairing. What should I do?

By following these steps, you will be prepared to successfully re-pair your glasses with your phone (How can I pair Nuance Audio Glasses to the App?)

If you need further assistance, feel free to reach out.

Try these steps:

1. Ensure close proximity
Keep your glasses and phone close during pairing.

2. Check device power
See if both devices are on. For help, see: How to turn the glasses on/off

3. Enable Bluetooth
Confirm Bluetooth is enabled on your phone. Instructions: How to turn Bluetooth on/off

4. Check battery levels
Make sure both devices are charged. For glasses battery status, see: How to check battery level

5. Verify account association
Make sure your glasses are linked to the correct account. If they are linked to another account, follow these steps:
• Open the app, tap the icon at the bottom right, go to Settings > My Glasses, and select Forget these glasses.

6. If a popup appears with the following error message: "Nuance Audio Glasses already in use with another account...", your Glasses are linked to another account.
Log in with the correct account to disconnect the Glasses by going to Settings > My Glasses and selecting "Forget these glasses", or contact us to request assistance.

7. If a popup appears with the following error message: "Server error: xxxx", please contact the customer support (providing the error code, email address, and the glasses' serial number (SN).

For detailed pairing instructions, see: How to pair Nuance Audio Glasses. To create a new profile, see: How to create an account.

For further assistance, contact us.

If you're having trouble pairing the remote control, try these steps:

Step 1: Check the battery

Ensure both the glasses and remote control are fully charged. For details on checking the glasses’ battery, see: How can I check the battery level?.

Step 2: Activate Pairing Mode on glasses

Press and hold the button on the glasses until the LED flashes blue (for 3 minutes), indicating pairing mode.

Step 3: Activate Pairing Mode on the remote

Press and hold the side button on the remote until its LED also flashes blue (for 3 minutes), indicating it’s ready to pair.

Step 4: Tap to pair

When prompted, tap the remote against the right side of the glasses to confirm pairing.

Step 5: Confirm pairing

Once paired, the LEDs on both devices will turn solid blue for 3 seconds, indicating successful pairing.

If you still have issues, refer to the Downloadable user manual for further troubleshooting.

For additional help, contact us

If you're having trouble pairing your Nuance Audio Glasses with your mobile phone, follow these steps:

Step 1: Check glasses status
Ensure the glasses are fully charged, turned on, and close to your phone. For battery details, see: Check battery level.

Step 2: Forget glasses in the app
In the App, tap the icon at the bottom right of the home page ("Menu"), go to "Settings" > "My Glasses," and select “Forget these glasses.” 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.

Step 3: Remove Bluetooth association
In your phone’s Bluetooth settings, delete the pairing with the glasses. For help, see: How to pair/unpair a Bluetooth device.

Step 4: Put glasses in pairing mode
Press and hold the button on the glasses for 7 seconds until the blue LED flashes.

Step 5: Check profile association
If the glasses are linked to another profile, an error will appear. To fix this, tap the icon at the bottom right of the home page ("Menu"), go to "Settings", "My Glasses" in the app and select “Forget these glasses.” 

For more details, see: Pair Nuance Audio Glasses or Create a new user profile.

If you need further assistance, contact us.

This error message means your glasses are paired with a different account. Each pair of glasses can only be linked to one account at a time. To resolve this and create a new account, follow these steps:

Step 1: Access the mobile App with the old account
Log in using your previous account credentials.

Step 2: Go to "My Glasses"
Tap the icon at the bottom right of the home page, select "Settings," and enter the "My Glasses" section.

Step 3: Forget the glasses
Scroll down and select “Forget these glasses” to disconnect them from the old account, allowing you to pair with a new one. 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.

By following these steps, you should be able to create a new account and pair your glasses. For more details, see: How to pair Nuance Audio Glasses.

For further assistance, contact us.