Widex SmartRIC 440 - Unable to pair right hearing aid to any device

Hearing Aids
1

Help!

My SmartRics were working well until two days ago, when I attempted to connect them to my Noahlink Wireless device: The software sees the devices, but after clicking “connect”, the software says the connection dropped, and I cannot connect. I thought it was an issue with the Noahlink, but my Phonaks connect with no issues. I also tried the process with another computer.

After that, I tried pairing the HAs to my M1Pro Mac, Moto phone, iPad Air, and old iPhone 8. With all these devices, only the left hearing aid is visible. The bizarre part is that the HAs have no issues with my current iPhone (14 Pro Max).

Steps to reproduce the problem (for any device except my current iPhone)
1.- Turn off BT on all devices except the one I want to pair with.
2.- Put the HAs on the charger, take them off the charger, and attempt to pair the HAs.
3.- Device only sees the left HA.

Additional things I’ve tried:
(a) On my iPhone, delete the app, delete the connection, and re-pair. Success, no issues.
(b) In case some weird BT interference is going on, I went to my garage and attempted the pairing. No luck
(c) I also allowed the HAs to run out of battery and then recharge. No luck.

In addition to all this, I’m seeing this now:
(i)- Turn off all BT devices except the device I want to pair with.
(ii)- Attempt to pair without luck.
(iii)- Go back to the iPhone (the one that works), turn Bluetooth on, and open the Widex Moment App
(iv) - The Widex Moment app forces a firmware update on the right HA. If I proceed, the firmware update completes, reboots the aid, and it shows operational on the app.
(v) If I go back to step (i) and repeat, the app will want to do a firmware update again.

I bought the HAs on eBay from Canada (as I reported in another thread), hence sending the device back to an audiologist/Widex is not an option.

The HAs work fine, but if I get another iPhone (which I don’t plan for another year), I will not be able to pair them to the new device. I also cannot make any programming changes.

I’ve had BT devices do this in the past, and a factory reset of the devices usually fixes the issue. The problem with the SmartRics is that they have no buttons to do this.

Any ideas? Any additional info I can provide that can help the troubleshooting? Does it sound complicated?

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Which hearing aid is the ‘master’? Since your HAs work with your phone, can you use the app to change the ‘master’ and see if it makes any difference? Just an experiment… Can’t remember if that needs to be done in Compass.

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Yeah it’s weird, but I don’t think they use the “master slave” like Phonak, so this just happened out of the blue? Factory reset I don’t know, did you look in compass to see it that’s an option, unpair them from everything and start again with just Noahlink and compass maybe?

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No, I don’t see the “master” in Widex like I’ve seen it in Phonak.
I can’t connect the problematic aid to Compass; the Noahlink refuses to connect if the two of them are in pairing mode. If only the left is in pairing mode, it will connect. If the right one is the only one in pairing mode, it will not connect.
Yes, two days ago. No issues before that.
Yes, I’ve tried the unpair everywhere option :frowning:

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5

There was a thread from last year in which it was mentioned that the SmartRics can be turned off with a magnet- maybe touched to the W?- and turned on the same way. Then you’d know they were really off and not just hibernating in the charger, like my Phonaks do.

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I tried the magnet trick, plus only having one aid in pairing mode at the time.

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You could try calling Widex in case there’s a trick of some sort. They won’t help with connections to Noahlink but they will help with phone connections.

Did you try letting the battery drain until the aids shutoff?

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Yes, I did – I was impressed by how long it took to discharge, 30+ hours

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What about uninstalling compass and then install a fresh download, shut down PC (not a reboot but a complete shut down) and then try connecting to compass, remember to be sure that all other Bluetooth devices are turned off when connecting.

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No luck with your suggestion.
I contacted Widex, and they told me to take it to my audiologist.
I explained that I didn’t get the aids from my current audiologist (I told them I have Kaiser), and they indicated that Kaiser is an authorized partner and to take the aids there.
I’m curious how this will go (I bought the aids from eBay, but I will not tell them that).
I’ll keep you guys posted.

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Yeah give it a go, can’t see any issue other then they’ll most likely ask you to pay full for any repairs undertaken.

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What happened with the magnet? Did you try holding it there longer versus a quick pass? And having the iphone Bluetooth off before the aids reboot? Are they paired to any other device that might be nearby and grabbing the connection? Is Bluetooth off on the computer(s)?

Can these be programmed with Widex specific cables/other?

I considered flight mode being on but that should turn off when rebooting after being in the charger. You could try turning flight mode on (think it is in the app somewhere) and then rebooting the aids to see if that will clear the Bluetooth stack.

You can stream audio to the problematic aid from the one iPhone?

Keep us posted. This buttonless design might be the problem if there is not another way to hard reboot. That’s why I wonder about more time with the magnet.

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I tried holding the magnet for a longer time – no luck.
Widex has a programming device called Pro-Link that, based on what I’ve read, uses a different communication protocol. I saw an older post where @tenkan told someone to use the pro-link device. @tenkan , do you have more info on the Pro-link device? I saw one on eBay for $200, and the seller accepts returns.
I contacted my audiologist at Kaiser, and I got a no; they will not even look at a device that was not sold by them. I’ll try another audiologist’s office tomorrow.
Yes, I’m now learning more about the disadvantages of not having buttons. I” ‘m almost sure that a factory reset could fix this.
The guy from Widex told me this could have been caused by an incomplete firmware update.

I’ll keep you guys posted, you guys are great and super helpful!

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14

Did you try using the Moment app to turn Bluetooth off?

In the Moment app, go to Menu, Hearing Device Bluetooth, select Turn off Bluetooth. That turns off Bluetooth in the aids for flight mode. Then turn off iPhone Bluetooth. Reboot the aids via the charger and test the Noahlink connection.

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You could try the ProLink, it has its own WidexLink protocol, and std Bluetooth between the unit and ProLink dongle, so make sure you get this with the ProLink if you do decide to order one.

Screenshot_20250910_171128
Screenshot_20250910_1711281379×1632 224 KB

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I saw in Compass that there are two versions: One that connects via Bluetooth and another that connects via a USB cable. Do you know if it is the same device that allows two connections or different models?

The data sheet you shared says that the USB cable can be used if Bluetooth is unavailable but the wording does confuse me.

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AAAAA1036×610 51.2 KB

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It’s the same unit, just easier being wireless as you know with the Noahlink.

Yeah that listing doesn’t mention the dongle.

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I found a pdf user manual for it while surfing the web once, sorry I don’t have it anymore. Apparently, the option to use PRO LINK with a Micro USB Cable is a backup method in the event the Bluetooth adaptor (dongle) is broken/lost. How it works with a cable is you plug one end into the USB port and the other into the bottom of the device as pictured in your attachment image. I’m not sure if the unit will take a charge from the cable when switched off and plugged into a USB port, I suspect possibly so.

Edit: I think, don’t know for sure, but another thing I believe having read is if you’re using a PRO LINK to connect to the device with Compass GPS, the ability to flash/reflash firmware exits as an option. I personally think you had a firmware update failure. It might be worth asking a clinic to see if they can try reflashing the firmware using PRO LINK as most of them most likely have one for older Widex models.

Here’s a copy paste of part of the PRO LINK Q&A section:

Q: What happens if the Bluetooth adaptor is lost or defec-

tive?

A: Order a new Bluetooth adaptor from your local Widex

supplier and pair it with your PRO LINK device upon receipt.

While waiting for the new Bluetooth adaptor to arrive, use

the included USB cable to connect to the PC. Remember to

select this mode in the COMPASS set-up menu

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In another thread OP mentioned having the latest firmware. Why would the app try to update again and only to one aid? The app forces updates without a choice to accept each time? If the app broke the aid should Widex be responsible to fix the aid as Widex maintains the app?

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You are correct, but that was a while back, so maybe there is a new one, who knows. At this point, I have no clue what is going on. Yes, the app forced the update (or you can’t use the app).
Since I am not the original owner, I am not covered by the Widex warranty and Widex told me to go to a local audiologist.
I found a local audiologist who is willing to check them and offered to do the firmware update for $60. I’m going to try this first before getting the Pro-Link.

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