myphonak User Guide for clients

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Vivien Sherman
5 years ago
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1 myphonak User Guide for clients

2 Getting started Read this user guide thoroughly in order to benefit from all the possibilities the myphonak App offers. The myphonak App is valid for Phonak Audéo B-Direct. Intended Use The myphonak App is designed to allow you to communicate with your audiologist and customize your hearing aids at home. If you need adjustments to your hearing aid settings, this can be done in your own environment rather than traveling to the audiologist s clinic. Both you and your audiologist must have a stable internet connection (WiFi or 4G). The myphonak App is intended to be used with the Phonak Remote Support in Apple and Android smartphones to conduct a remote fitting session using Phonak direct connectivity hearing aids. This guide provides you with a detailed introduction to successfully install the myphonak App and prepare for a Phonak Remote Support follow up session with your audiologist. myphonak App basics Make sure: You have new batteries in your hearing aids Your cell phone is fully charged and connected to Bluetooth Make sure you have a stable WiFi/4G connection with at least 5Mbit/s of data transfer connection. Examples of websites to check internet speed connection: If using 4G, your phone provider may charge you. Please check with your phone provider before starting a Phonak Remote Support session. 2

3 Contents Page 1. Your cell phone screen 4 2. Installing the myphonak App 5 3. Setting up the myphonak App 6 4. Connect your hearing aids to the myphonak App 8 5. Your Phonak Remote Support session 9 6. Tips and tricks on your smartphone FAQ Troubleshooting 12 3

4 1. Your cell phone screen Audiologist s video Your video Turn video on/off End call Change camera view Turn microphone on/off 4

2. Installing the myphonak App Important: Make sure your cell phone is connected to the internet via WiFi (or 4G) Make sure the Bluetooth is turned on Make sure you have received a Phonak Remote

5 2. Installing the myphonak App Important: Make sure your cell phone is connected to the internet via WiFi (or 4G) Make sure the Bluetooth is turned on Make sure you have received a Phonak Remote Support invitation from your audiologist 1. Open the invitation that you have received from your audiologist. To download the myphonak App: Apple iphones: Click on 2. Click on Get to begin the installation process. You may have to enter in your Apple App Store or Google Play password before continuing. At the end of the installation process, click Open to open the myphonak App. Android smartphones: Click on. You will be automatically directed to the chosen download store to start the installation process. 5

6 3. Setting up the myphonak App 1. Open the App and click on Next step to enter in the invitation code sent by your audiologist. 2. To enter in invitation code, go back to the invitation from your audiologist. 3. Scroll down and click on Setup App to proceed. The invitation code will be automatically verified. In case the code is not automatically verified, it can also be entered in manually. 4. Once the invitation code has been accepted, click on the Next Step button below to connect to your myphonak account. 6

7 5. Click Accept to accept the privacy notice. Follow the steps to create a myphonak account. If you already have a myphonak account, click on Login. 6. You will be prompted to confirm your address, and your name. 7. You will be prompted to set your password. 8. Congratulations! You are in your myphonak account. Click on Next step to connect your hearing aids 7

Press Continue on your cell phone to begin scanning for your hearing aids. 2. Press Select to allow your cell phone to pair with your hearing aid.

8 4. Connect your hearing aids to the myphonak App 1. The pairing process has to be done only once. Set the hearing aids into pairing mode by opening and closing the battery doors of both hearing aids. Press Continue on your cell phone to begin scanning for your hearing aids. 2. Press Select to allow your cell phone to pair with your hearing aid.. 3. Press Select when your hearing aids are found. If you have left and right hearing aids, you may need to press Pair twice. 4. Congratulations! The pairing process is done and you are ready to start your Phonak Remote Support session. 8

5. Your Phonak Remote support session At the scheduled time of your follow up Appointment, open the

Your Bluetooth connection is turned on. You have new batteries in your hearing aids. 1.

that you are ready for your Phonak Remote Support Appointment. 2.

9 5. Your Phonak Remote support session At the scheduled time of your follow up Appointment, open the myphonak App. Make sure: You have a strong WiFi (or 4G) connection. Your Bluetooth connection is turned on. You have new batteries in your hearing aids. 1. At the time of the Appointment, open the myphonak App and click on Start to let your audiologist know that you are ready for your Phonak Remote Support Appointment. 2. The App will connect you to your audiologist. Click on Accept to accept the call from your audiologist. 3. Click on OK to allow the myphonak App to access your camera and microphone. 9

10 4. Congratulations! You are now connected to your audiologist. If your audiologist needs to connect to your hearing aids, this can be done remotely using your cell phone to communicate with your hearing aids. Your audiologist will let you know when he or she connects to your hearing aids. Your hearing aids will be muted briefly during the connecting and saving process. You will be able to see the status of your hearing aids on the screen. 5. Once your Phonak Remote Support Appointment is over, click on the end call button to end the session. Congratulations! You have now set up and completed a Phonak Remote Support Appointment using the myphonak App. Follow these steps again for your next Phonak Remote Support Appointment. 10

11 6. Tips and tricks on your smartphone To change the camera focus click the change camera view button To turn the camera off, click on the camera button To mute your microphone, click on the mute microphone button 7. Frequently Asked Questions Do I need a myphonak account? Will my personal information be used externally? Yes, during the setup of the myphonak App we ask you to register for myphonak. There are two reasons for this: a) Phonak would like to offer you support services on the website my.phonak.com, where you can obtain information related to your hearing device(s) and b) Phonak needs to be in line with General Data Protection Regulation (GDPR), e.g., Phonak needs to make sure your data can be deleted at any point in time. Phonak can only guarantee this if Phonak knows you by an unique identifier, which is your address. No, Phonak will only use your personal information to establish your connection with your audiologist. On the my.phonak.com website, you have the option to subscribe for a newsletter, but that s completely up to you. Phonak will use anonymized date to analyze usage of our services. But this data is not connected to you as an individual person. 11

12 8. Troubleshooting Problem There is no audio or video Solutions Check the microphone and camera setting in the myphonak App. Make sure they are not deactivated. Check your volume level of your phone. Video/ sound quality is bad Check your internet connection. The connection for a Remote Support follow up requires stable WiFi/4G with at least 5Mbit/s of data transfer connection. Move closer to your router. The hearing aids are not connecting to the phone Make sure your Bluetooth is on. Unable to pair the hearing aids to the myphonak App Make sure your phone is not in flight mode If the Phonak Remote App is installed this might prevent the hearing aids from connecting to the myphonak App. To solve this unpair the hearing aids from the Phonak Remote App and the Bluetooth setup screen, then pair the hearing aids to the myphonak App. Unable to download the App to cell phone The App is available for smartphones with Android 6.0 or higher and Apple ios 10 or higher. The App is only available in the United States and Germany. Move closer to the internet router. Only one device connects to the App Make sure the battery is new. Open and close the battery doors of both hearing aids to initiate pairing. What is the optimal bandwidth required Phonak Remote Support follow up sessions requires stable WiFi/4G with at least 5Mbit/s of data transfer connection. For more information on the connection speed of your internet, check with your phone or internet provider. 12

13 Problem I can t enter in the code from the invitation Solutions Make sure the invitation is the most recent invitation. Check your internet connection on your cell phone. Ask your audiologist for a new invitation. Manually enter in the code. Click on Enter code manually. Return back to the invitation . Towards the bottom of the is a 9 digit code. Enter this code into the myphonak App. The App cannot connect to my hearing aids Are your hearing aids already paired to the App? If not go to page 8. Check if the Bluetooth on your cell phone is turned on. Open and close the hearing aid battery doors to begin the pairing process. If your hearing aids were already paired prior and they cannot be found by your phone: open your phone settings -> Bluetooth -> and delete the hearing aids. Also delete them in the App settings ( Manage hearing aids ) - restart the pairing again- see on page 8. I cannot hear my audiologist in my hearing aids myphonak App uses the microphone of your smartphone and not the microphone of your hearing aids. Make sure the volume of your smartphone is set to a comfortable level for you to hear your audiologist. 13

14 The Bluetooth word mark and logos are registered trademarks owned by Bluetooth SIG, Inc. and any use of such marks by Phonak is under license. Other trademarks and trade names are those of their respective owners. Apple, the Apple logo, iphone, and ios are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc. Android, Google Play, and the Google Play logo are trademarks of Google Inc. 14

table of contents troubleshooting 16 connection problems 16 add a second CORE 18 incomplete profile 19 settings 20 compatible devices 21

table of contents troubleshooting 16 connection problems 16 add a second CORE 18 incomplete profile 19 settings 20 compatible devices 21 app manual table of contents downloading the app 01 registration 02 connecting with ios 04 connecting with Android 06 personalizing 08 when to personalize 09 personalization process 10 high volume kit