I’m not sure about the crash yet, but a DIYer should never want to contact tele care. Doing that would mean that some else (a professional/not a DIYer) who has a cloud account is preparing your changes to the hearing instruments for you. Then you (instead of doing DIY changes) would access the cloud to apply the changes from the professional with the cloud account.
Don’t use this tele care stuff!
eta> If tele care is an install option then don’t install it!