Oticon ConnectClip - audio cuts out

Hearing Aids
#123

Just putting an update here. I am on my 4th Connect Clip and my Audiologist has been a saint with helping me with this audio issue. It works but then drops off again after a week or two. Typically I notice it happens when one of the aids drops the connection with the clip and set’s it into a loop of trying to reset the aid into the mode needed for streaming. Other times I walked out of distance of the connect clip and repairing caused the issue.

I seriously hope Oticon fixes the issue because it’s a joyful experience to use with my laptop for work meetings and video learning. I’m just tired of driving to the office to get it reset when it flips out. I do wish I could perform the reset on my own as a work around but I do not have the ability nor the proper training to do so on my own.

#124

I assume you’re talking about driving to your audi’s office to get the ConnectClip reset on the Genie 2 software here, right? I also assume that you’re aware that it’s a possibility to do the reset yourself with a DIY setup, but what you’re saying is that you don’t want to DIY, right? Which is fine.

All I want to do is clarify that it’s a possibility to do the reset yourself if you’re so inclined. It just takes a Windows PC or laptop, the NoahLink Wireless interface (around $160-$175 on Amazon or eBay), and the free Genie 2 software download, and most of all, a willingness to DIY.

You don’t have to learn to do anything else except to connect your aids to Genie 2 and go to the proper page and reset the ConnectClip, if that’s really all you want to learn how to do. It’s not that hard if you just limit yourself to doing that and not mess with anything else. So it’s really up to you. If there’s a will, there’s (already) a way.

2 Likes
#125

Necessity is the mother of invention.
The hardest part of a process is always the beginning; things get easier afterwards .

3 Likes
#126

Thank you for the information. I don’t want to do anything that would damage the aids or void the warranty. I wonder if my audiologist would mind giving me a small lesson on the steps to take to do the reset and then I can recover the connect clip whenever it happens and continue life as normal! :slightly_smiling_face:

1 Like
#127

Well no doubt you’ll be waiting on the next platform release to LE Bluetooth from Oticon and others, they’ll be no need for these assisted accessories in these situations, although remote microphones will be here to stay in one form or another.

#128

As long as your audi is aware that you’re taking DIY steps JUST to clear the ConnectClip pairing and nothing else and supports you in this, then you shouldn’t worry about voiding the warranty because your audi is the one who will process the warranty with Oticon for you. Just be up front and don’t hide what you’re doing from your audi and explain that you’re only doing it to reset the ConnectClip pairing if necessary, and not mess around with anything else.

3 Likes
#129

I did reach out to my audiologist and wanted to provide an update here. She was not onboard with me adding or removing the clip on my own and as of this mornings appointment we sent the aids off with the clip to be checked out and to be reverted to the 1.3.0 firmware which I am not thrilled about because it has issues with iOS 16.

I do wish the medical professionals would also support DIY options when a workaround exists. I respect her decision and she has been nothing but professional despite the many visits to try and resolve the issue over the last four months.

I hope this update helps anyone who lands on this thread and experiences this dreadful issue or is planning to purchase the ConnectClip and doing research on it.

Have an awesome day!

#130

My Oticon Mores have this same problem with the ConnectClip. I live in Australia. A few days ago the HAs were updated to firmware version 1.4.3 by my audiologist. Very early indications are positive for this new firmware, BUT… the HAs have now decided to stop communicating with one another and I need to go back to my audi to get them “re-linked” to each other. I am hoping that this loss of communication is not a result of an issue with the new firmware, but I guess time will tell. I will report back after I have done some thorough testing with the ConnectClip.

Cheers everyone!

#131

I have been using Oticon More 1 Minirite hearing aids along with ConnectClip since September of 2021. I used the ConnectClip Bluetoothed to my Dell computer to communicate using Microsoft Teams and Zoom. It was a Godsend. Then I went in for a audiology check up and the audiologist updated my firmware and ordered me a new set of hearing aids because the batteries in my current set were degrading. The idea was to get a new set, send the old ones in for new batteries so I would have a spare set. After the firmware update, the ConnectClip no longer worked properly. The Audio and micorphone would cycle in and out. I spent a lot of time on the phone with Oticon support with no results.

I picked up my new hearing aids (OTICON MORE 1 MINIRITEs as well) along with a new ConnectClip. I came home and connected the new ConnectClip to my computer and it worked flawlessly - for about 10 days. Then it started cycling the audio on and off every few seconds. More time with Oticon customer support to only hear “there is a known issue and we don’t know what is causing it.”

BTW, I am a Veteran and received my aids and clip through the VA.

Thanks for the opportunity to post.

3 Likes
#132

I’ve been in contact with Oticon regarding the audio drop-out with More and Real hearing aids. I own More hearing aids and I’ve been trialing Real hearing aids. I’ve experienced the audio drop-outs with both. Oticon is aware of this problem with both More and Real hearing aids. I had previously understood that Oticon was able to reproduce the problem with More hearing aids, but the latest information from them, which I received last week, is that they can reproduce it with Real hearing aids, but not with More hearing aids. Therefore, they have a plan to fix the problem in the Real hearing aids with a firmware update, but not yet in the More hearing aids. They have not provided a date when the firmware update will be available.

Since Oticon cannot commit to providing a solution for the More hearing aids, I returned them and will be exchanging them for Real hearing aids.

1 Like
#133

I have used a Connect Clip for several years. In September last year I had to replace the old Connect Clip due to bad battery. The new one worked fine up until last week when it started to drop-out in the same way that many of you have described. It worked for 10-20 seconds and then faded out for 10-20 seconds.
I tried to turn off Bluetooth on all other devices except one to make sure that no other bluetooth interfered. That did not work, the same issue with fading-out. I tried to pair with another computer with the same result.

What actually worked was to do a full reset of the Connect Clip, i.e. holding all three buttons until it changes color and starts to blink. After that I reconnected the hearing aids to the Connect Clip and paired the Connect Clip with my computer. It has worked fine for a couple of days now, with no fade-out at all. So, my tip is to try to do a full reset. It might work for you too.

#134

Clearing the pairings in the ConnectClip does sometimes work, but if it does, it’s usually only temporary. It makes more of a difference if the pairings are cleared in the hearing aids, but that is only possible if you have a noah wireless interface and the genie software. Also, if this works, it is only temporary. The last time I had the pairings cleared in the hearing aids, along with clearing the pairings in the ConnectClip, it did not work at all. I have experienced this with More and Real, but not with Opn S, so I think it’s conclusive that the problem is in the hearing aids. Based on my correspondence with Oticon, I think they also agree the problem is not with the ConnectClip.

#135

Keep the connected ConnectClip near the HA. Do not walk too far away from the CC. Once the connection with CC is broken (too far away), you will face a problem connecting again. Reset, pairing and get connected if you are lucky.

#136

Okay. So it appears that the version 1.4.3 firmware DOES fix the issue with connecting to the ConnectClip. I will keep testing it, but after an initial glitch with my More HAs not talking to each other, there have been no further issues. Has anyone else been able to get an update to firmware version 1.4.3 ?

#137

I’ve used 1.4.3 firmware and in my case, it did not fix the problem. I sent my hearing aids to be downgraded back to 1.3.0 because 1.4.3 firmware did not work reliably.

The drop-outs are very inconsistent. Sometimes the hearing aids work for days or weeks. Other times, they don’t work at all.

#138

Yeah. Mine stopped working correctly today. I am back to the problem of random disconnection from the ConnectClip, just like before. So firmware 1.4.3 is a no-go. My Oticon Mores are only about 8 months old, so I am going back to the vendor to request they be replaced with the equivalent Oticon Opn S-R model.

#139

I think a better solution is to send back your More to have Oticon revert them back to firmware 1.3.0 than to switch to the OPN S-R. At least then it’s not a major downgrade back to the older generation of hearing aid, but just a temporary firmware version setback until Oticon figures out how to fix it for good with a newer firmware on the More.

1 Like
#140

This is not a sure fix. When I originally got More hearing aids, they were at 1.3.0 and they worked fine with the ConnectClip. They weren’t at 1.3.0 for very long before they were upgraded. After being upgraded, I started to experience the audio drop-outs. After trying several newer firmware versions, they were sent back to be downgraded to 1.3.0. I found after using them for a few weeks at 1.3.0 that the same problems happened. So in my experience, which may not be the same as others, neither More nor Real work reliably with the ConnectClip. Opn S are very reliable, however. I have never experienced such problems with my Opn S hearing aids.

As of the most recent report from Oticon, they have identified the cause of the drop-outs in Real hearing aids and will have a fix, but they have not identified the cause of the drop-outs in More hearing aids. This is contradictory to what they originally told me regarding More hearing aids. I had previously understood they had identified the cause and were preparing a firmware upgrade for More hearing aids. For this reason, I returned my More hearing aids and exchanged them for Real hearing aids. I have an outer ear infection, so I haven’t been able to try them with the ConnectClip since I got them.

1 Like
#141

Wow, what a headache! Thanks for clarifying.

2 Likes
#142

I have read many of the experiences above. I want to share mine during the last five months.
I have destroyed three ConnectClip and two mobile phones.
After analysing the events, it was clear that the problems started after the implementation of the FW 1.4.2 for my More 1.
The ConnectClip has the problem as described above.
On the two phones the fault is that the left channel audio went dead when streaming audio from internet. Samsung Galaxy S22 respective S23.
These are facts.
As I got no support from Oticon I had to speculate myself.
The involved equipment are a pair of hearing aids, one ConnectClip and one mobile. What is in common?? BLE!!
BLE, Bluetooth Light Energy, uses its own time slot in the WiFi band. Has its own hardware and uses several different software protocols.
The Bluetooth classic is still working with my Oticon TV adapter.
As an old repair man I suspected that the HA is causing the problem. But how to prove it for people used to find errors in SW?

I have not succeeded yet!!!

I have consulted two persons on a technical forum. They think it is unlikely but not impossible, that a setting in the HA FW causes BLE-SW to “burn” BLE HW in the ConnectClip and the mobile phone.

Anyone on this forum has had the same experience or have a better theory???