Phonak RemoteControl App FAQ

The Phonak Support App is created to help you get used to your new Phonak wireless Brio hearing aids. Handling and maintenance of your hearing aids are illustrated and described in a user friendly way. It only works with a body-worn streaming device such as ComPilot II or ComPilot Air II.

The support app features

  1. Customized support to your specific hearing aid
  2. Getting started
  3. Step-by-step instructions
  4. Troubleshooting guides
  5. Clinic contact data

Initial start of the app after installation

The app will not start the pairing procedure and stays at the starting screen.

Remedy 1
Check the smartphone and its operating system (OS). It needs to run on an Apple iOS 7 or higher, or on Android 4.0 or higher. Uninstall and reinstall the app and try again.

Remedy 2
Make sure the Bluetooth ® is enabled on the phone.

Pairing to a smartphone

How do I pair the app to a smartphone?

Step by step instructions on how to pair the app to a smartphone is available at the beginning of the app.  

Additional pairing to an Apple iPhone

Are there additional pairing steps need to be done when using the app with an Apple iPhone?

In addition to the app pairing process, your iPhone also needs to be paired to the Phonak streamer. Make sure the Phonak streamer is in pairing mode. In your iOS settings, select Bluetooth ® and choose your [Device name] from the list. 

Pair the RemoteControl App with hearing aids

Do I have to pair the RemoteControl App to the hearing aids?

No. The App has to be paired only to a Phonak streamer like ComPilot II or ComPilot Air II

Programming of the app

Does the app need to be programed at the hearing care professional?

No. The app can be downloaded from an app store and installed at any time.

Demo mode of the app

Can the app be used without a connection to a Phonak streamer to see the functionality?

No. If you open the app for the first time, you can select a Demo mode to see the app functionality even without a connection to a streamer. In demo mode, no control of the hearing aids is possible.

Pair streamer with the app

How can I pair the app with another Phonak streamer?

Select “Pair new streamer” under the Settings screen in the app and follow the instructions.

No connection to the Phonak streamer

I cannot connect the app to my streamer.

Remedy 1
Make sure that you have a ComPilot Air II or a ComPilot II and not a ComPilot.
The connected streamer needs to be turned on and in pairing mode.

Remedy 2
Check if Bluetooth ® is enabled on the phone.

Remedy 3
There is missing information on the streamer, which is needed for the app. Contact your hearing care professional.

Remedy 4
Check the phone`s operation system. It needs to run on iOS 7 or 8 OR on Android 4.0 or higher.

Remedy 5
In some cases the phone needs to be rebooted. Please follow the steps:
1. Clear the Bluetooth ® table on the streamer and reboot it
2. Go to the phone settings and turn the Bluetooth ® off and then on again
3. Reboot the phone
4. Go to the phone settings, select Bluetooth ® and pair the streamer with the phone
5. Start the app and repeat the pairing steps in the app

Connection status of my hearing system

How do I know if the app and the streamer are connected to the hearing aids?

The ‘connection status’ can be checked in the settings menu of the app. Follow the instructions to see if the app, streamer and hearing aids are all connected.

No program available to select

I can`t select any audio streaming on the app.

Remedy 1
Check if the Bluetooth ® device is connected to the Phonak streamer. Check the streamer user guide for how to connect Bluetooth ® devices to the streamer. Make sure the connected Bluetooth ® devices are switched on.

Remedy 2
You have to be in advanced screen mode (not basic screen) to see the available streaming devices in the program list.

List of available programs

How can I now see the programs that the hearing care professional has set for me in my hearing aids?

In advanced screen mode, select “Programs” to see the available programs of the hearing aids

No response in the hearing aids

I cannot hear any adjustments of the RemoteControl App in my hearing aids.

Remedy 1
Use the “Connectivity check” option under the “Settings” screen to check if your hearing aids are receiving the signals.

Remedy 2
Check the hearing aid batteries and make sure the hearing aids are switched on.

Remedy 3
If the beep tones of the hearing aids have been disabled in the fitting software, the app can`t generate the beeps as well. Please contact your hearing care professional.

Streamer configuration

The app can be used to configure some setting on the streamer. Will the configured streamer settings made through the app permanently deleted when I connect the steamer to the Phonak fitting software?

If the streamer was connected to a computer at the hearing care professional, these settings will be reset when the streamer is connected to the Phonak fitting software. Please customize the streamer configuration again.

Volume level indication

The volume level indication on the app does not show the volume level when changed on the hearing aid.

The volume level indication is synchronized with the streamer. Volume changes made on the hearing aids cannot be shown or synchronized on the app.

Separate streaming volume adjustment

I cannot adjust the volume separately of my audio source I am streaming from.

This is only possible when streaming from the Phonak TVLink II. With any other connected Bluetooth ® audio source, this function is not available.

App is showing a streaming

After each tap on the screen a short streaming is started and stopped again automatically, but no Bluetooth ® audio device has a streaming active.

Some phones have touch sounds or keypad tones, which could simulate a streaming to the app, so a quick streaming will be shown and stopped again automatically.
Go to your phone settings, select sounds and make sure that all touch sounds and keypad tones are deactivated.