Weird problem with Jabra EP30

Hearing Aids
1

I have a strange problem with my Jabra EP30 where the microphone on the right ear sends sound to the left hearing aid.

When I am in the all-around program and outside or in a large space, the right hearing aid often seems to reduce volume. If I touch the microphone on the right HA I hear the microphone rubbing sound in the left HA. It’s as though the sound I should be hearing on the right has been switched to the left.

I’ve tried switching programs and the going back into the all-around program. Initially, everything is fine. If I touch the mic in left HA, I hear it in the left ear, but after a couple of minutes the left HA gets quieter and if I touch the mic I hear it on the left.

Has anyone got any idea of what is happening? Has anyone else experienced this?

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I have had the same issue when ther is a continuous background noise such as a waterfall or fountain in an atrium. My hearing aid specialist at Costco said that this was normal as the hearing aids attempt to focus on the direction of the sound. I don’t know if this is true or not. The hearing aids do work together. If I remove the right one from my ear to wipe it off before putting it in the charger at night, I can hear the noise of the cloth on the microphones in my left hearing aid.

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I’m about to land hard on Jabra support. What’s happening to you I suspect is close to what I’m experiencing with Enh Pro 20’s and the Android Jabra Enhance app. Over night, when it put them in the charger, the Default All Around setting has been set up by me with Eq settings of Bass high, Middle mid-high, Treble high, and all Noise Reduction sliders slide left, all the way off.

When I remove them from the charger in the monring, the Noise Reduction sliders are all the way to the right (maximum reduction), and the Equalizer settings are all set at Neutral. This does NOT happen if I clone the All-Around settings to a new “Normal” setting. In the morning the settings are just as I left them the night before, even though the All-Around and Hear In Noise settings have been reset!!!.

I have a terrible time with the first phone call of the day – I typically can’t hear the caller (later determined to be causetd by Noise suppression maxium). I also found that touching my HAs triggered the Wind Noise suppression to suppres the sound from the phone. This means that a previously working setting (of no Noise Suppression) is also triggered by Tap To Answer … when I try it, by the time the caller talks the suppression is maxium (from my tapping). I’m very frustrated with this – but it took me a long time to determine what was causing the extreme noise suppression. My phone is a Google Pixel 8, with Android 16 updated to Aug 05 2025, and Jabra Enhance Pro app version 1.41.0 … I wonder if some of Chris B’s problems with wiping the aids is exactly whats happing to me, such that his one aid has hearing suppressed completely, and the loud rubbing sound for that ear is leaking to the other aid.

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I forgot to add: Sometimes first thing in the morning, the App shows the volume setting normal (midway), but the speaker symbol to the left is red – meaning that the app has shut off all the sound, and that also explains why I can’t hear the caller for the first phone call. This does not always happen; the elevated noise suppression is much more frequent, but the red-speaker syndrome occurs 2 in 10 mornings.

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It’s not support’s fault. It’s how the app was spec’ed. Would setting up a favorite work for you? If support can’t guide you to set up a favorite place, I think you’ve got a beef with support.

I’m sorry you have to deal with this.

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Yes you are right. It is totally normal and it is caused by the hearing aid changing the settings responding to noise in the “environment”. This is all adjustable in the fitting software.

The sound from one side appearing in the other ear is a side effect of the way the aid’s steer the peak sensitivity away from noise that it thinks isn’t speech. From my own experience, this is mainly an issue when one ear is much less good than the other.

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A bit of an update on my problems with Jabra EP20 and the Jabra.app on my Pixel 8 phone running Android 16. (I’m still building the list for a bug report with Resound folks).

  1. The problem with All-Around noise suppression being RESET TO MAXIMUM SUPPRESION every day is the probable cause for me not being able to hear early morning phone calls. A workaround I discovered is to create my own Favorite (called Normal) based on All Around, but with the equalizer and noise suppression set the way I want. The Google hearing aid settings allow me to select a Pre-Set program, BUT Normal and any other FAVORITES ARE NOT IN THE LIST OF POSSIBLE PRESETS. Work around: Let them start with All Around, but first thing to do is in the app, switch to Normal. After that, All-Around has MY settings apparently inherited from Normal) !!! For this switch, I need the Jabra app to work because I can’t change to a favorite from the OS or the HA firmware. Now, the first phone call of the day, and others, operate the way I want. UNTIL, something happens with the connection to the HA’s and everything is messed up, and then I discover the LE Audio has been switched off in the OS. Turning it back on resolves the connection issue.
  2. I have trouble Audio Streaming taking over the Aids. Scenario: Watching TV with audio from a TV streaming to the phone and my ears from one or the other of two TV-Streamer-2s. I’m fat, dumb and happy, enjoying the show. And then I get a ding from a notification on the phone (it doesn’t matter what kind of notification – just that it has a sound associated with it to get my attention). All is fine until 5 seconds goes by, and SOMETIMES audio streaming doesn’t STOP TAKING OVER all sound in my hears, which now is nothing after the ding. Two things wrong: A: the lockup of streaming audio and B: No way to priorize the different kinds of audio streaming: phone audio, phone media player, phone notifications, Streamer A or Streamer B …that will have to come from Google.
  3. There’s too many cooks (?programmers?) in the mix: The firmware in the HAs, the Jabra app. and Android OS programming. 95% of the time, the HA’s and the OS could function quite well without the app - but the app has troubles synciing with the firmware throughout the day. One (L or R) of the HA’s will be suddenly disconnected – and it’s pure hell to get it to re-connect, while the other side HA is unchanged. The reconnect frequently requires a phone reboot, and/or the app restart, and/or the missing HA stopped and restarted (a pain without the battery charger),

As a computer programmer (since 1969) and a lengthy career as a software troubleshooter for 3 major computer manufacturers at different times, I can usually pinpoint the culprit. I wonder if non-geek users share my frustration with all this disparate programming?

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Thanks for your suggestion about creating a ‘normal’ function in the app. I also upgraded from the Jabra EP 20s to the 30s and I still don’t have a clue how the app really works. I’m fortunate because I have an iPhone 13 and I can control the hearing aids through the Apple hearing device software on the iPhone. The Jabra Pro App’s documentation absolutely is worthless. And worse is their telephone help. It’s absolutely helpless. Their technical support folks know absolutely nothing.

For example, does the DNN chip in the hearing aids work when the, “Hear in Noise”, function is selected? According to Jabra’s technical help the answer is yes. However, that’s only true if your Costco hearing aid specialist has gone into the SmartFit software and selected, “Intelligent Focus”. When I upgraded to the EP 30s my hearing aid specialist just used the settings that she used for the EP 20s in my app. This ment that I wasn’t getting any benefit from GN’s Deep Neural Network AI function. That’s the major difference between the EP 20 and EP 30 models.

I discovered that the DNN function really works, if “Intelligent Focus” has been setup, when I forgot to switch back from, “Hear in Noise”, on the app, after leaving the noisy restaurant where I had gone for lunch. I have been wearing the Jabra hearing aids since December 2024 and never received the battery low chimes. However, after leaving the app in the,
”Hear in Noise”, function, at about ten thirty that night I received the aural warning that my hearing aid batteries were getting low on power. The app confirmed that I was running low on charge for the first time in over seven months. That’s one downside of the DNN AI noise reduction function, is using up the reserve battery capacity faster than normal. Now, as soon as I leave any place where I have selected, “Hear in Noise”, I go right back to the, “All Around” function.

I sent an email to my Costco hearing aid specialist, informing her of both the difference in settings in her SmartFit software causing the me the result of not going back manually from, “Hear in Noise”, to the, “All Around”, function. The result is that your battery capacity is greatly reduced.

Costco is the U.S. second largest supplier of hearing aids, a tremendous amount of them probably are made by Jabra, and the company fails to train their Costco’s hearing aid specialists in using the SmartFit software correctly for their newest model hearing aid. Also, they need to upgrade both their customer service representatives with current and correct information, and completely rewrite the documentation on their app. I only discovered this entire issue from reading posts and posting my perceptions in his forum. Otherwise, I would have never discovered the benefits of the EP 30s over the previous EP 20s.

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I have the 30’s and a S24fe with none of the issues described above. I do notice sound “steering” when in All Around program and to counter that i mostly use the Outdoor program. But my app is totally stable, never self adjusts, never an issue streaming or using tv streamers, they seem to reset to default each morning when removed from charging, but i dont need any adjustments or “favorites” since they seem to be dialed in very well from my Costco tech. I self adjusted my original Pro’s using SmartFit but haven’t felt the need to even take a look in SmartFit with these 30’s. Also really like the tap to answer while keeping my phone in my pocket. My Costco HIS is super knowledgeable with Jabra’s and SmartFit so maybe that helps. She said she likes SmartFit much better than the others. Maybe its worth asking for a different HIS and starting programming over from scratch.
One difference with my programming over standard is we used Jabra/Resounds’ proprietary fitting formula over REM (which i didnt like at all), although doubt that is related to the issues described above.

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Since you have SmartFit software, is the selection, “Intelligent Focus”, setup on your hearing aids?

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Yes, i believe it is. I had the Costco HIS check last visit.

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This is where I’m finding issues. Frequent disconnects.

The Android OS (currently Android 16 in a Pixel 7 Pro) will show both EP30 hearing aids connected while the Enhanced Pro app will show both hearing aids disconnected.

I’m also getting notifications of being disconnected not only during use but also while the hearing aids are charging. They start about 30 minutes after placing the aids in the charger. Then 2-4 X a minute I get a notification of either the “hearing instruments” or a single “hearing aid” is disconnected. for over an hour. The manual does not give any special instructions other than place the aids into the charger. If I don’t want to wake up the house at night I either have to set the notification volume very low or turn Bluetooth off.

I am currently working with Google Disability Support trying to determine what the problem the frequent disconnections might be. They have me doing a Bluetooth HCI snoop log through developer options. They have asked for the firmware version of my Hearing Aids. I’ve called Costco and they are saying the software version that shows up in the app is the firmware version. Does anybody know how I can determine the firmware version?

The issues with the app are so problematic I have not been able to really put these hearing aids through the paces to decide if they really do what they are supposed to. It will be a shame if I have to return the hardware because the software.

Is there a good thread on the Enhanced Pro app I can resurrect or should I start a new one? I have so many questions about the app that are not explained in the manuals or within the app itself. I did find this thread Jabra Enhance Pro App glitch - #18 by david.hendon I don’t want to say something is a glitch if I just don’t understand the app itself.

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Unfortunately, the app sucks. It’s confusing and it doesn’t mean what it’s telling you it’s doing. The easy part is the Auracast function, if I can find an Auracast broadcast somewhere. Also, you choose to use an Android phone. Android is essentially open source software and getting all of the pieces to play nicely together can be problematic. Your phone requires an app to connect to the phone. Apple, on the other hand has been working with the hearing aid companies for over ten years and even though I have an older iPhone 13, I have never had an issue connecting to the phone. However, the Jabra hearing aids take a few seconds to connect by double tapping the hearing aid. That’s not Apple’s problem but GN’s problem. BTW, with an iPhone I can control the basic features without the Jabra app.

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I am sorry to hear that EP 30s have the same problems I do with my EP 20s. I was going to upgrade at my cost (too long to force the upgrade by Costco). I’m more and more convinced that the problems are that the 3 components (HA firmware, Android 16 OS, and Jabra Enhance Pro app for Android) don’t work well together. I also think some Andrpod code is orphaning blocks of heap data blocks, eventually unable to get more and the user is stuck. Nothing except a Pixel reboot IMMEDIATELY clears the problem, finger pointing to this classic computer issue.

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I would like to add a 4th component to the list. The actual phone and what versions of Bluetooth it is capable of or what restrictions may have been placed on it.

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I submitted the snoop log and received this response:

Our team has confirmed the problem you described with the frequent and severe Bluetooth disconnection issues between your Jabra Enhance Pro 30 hearing aids and your Pixel 7 Pro. We understand how frustrating this can be, and we’ve forwarded it to our internal team. Resolving this might take some time because they’ll need to do some in-depth testing to ensure the best solution.

While we can’t give you an exact time frame for an update right now, we’re working on it. Rest assured that you will receive an update from us once we get an update from our internal team.

In the meantime, I am looking at cell phone specs and reviews to find a potential replacement for my Pixel 7 Pro come Black Friday. Trying out a new phone then should give me enough time to test the hearing aids before my 180 days runs out. Something is wrong. I was almost willing to accept that with the phone in my hip(wallet) pocket my body was blocking the signal and causing the disconnect. Yesterday I had the phone in my shirt (breast) pocket & I had disconnects. Can my head be that thick?

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I found another thread that talks about similar issues with the app. Here is a link in an effort to try to link the two threads together.