Get help with
Oticon RemoteCare

Oticon RemoteCare lets you hold a virtual appointment with selected clients, where you can remotely adjust their hearing aid(s).

On this page, you can get support with assessing the suitability of clients and preparing for a session, see troubleshooting tips, and read frequently asked questions.

 

video-about-oticon-remotecare

  • Candidacy checklist

    Score the survey

    Go to section

  • Set up your client (in person)

    Set up your clinic

    Go to section

  • Read the best practices

    Run an Oticon RemoteCare remote visit

    Go to section

  • During the session

    If a session ends

    Go to section

Find more information on how to use Oticon RemoteCare in the Oticon Genie 2 Instructions For Use. Download the Candidacy Scoring Sheet to evaluate whether your client can benefit from an Oticon RemoteCare visit.
Go to download centre

 

Useful links to help your client get started

Instructions for use of the Oticon RemoteCare app
User preparation checklist
Support website for hearing aid users

 

 

Oticon RemoteCare is for selected clients, so it is important to evaluate the suitability of each person before you decide to offer them a remote appointment.

  • > Candidacy checklist

    This is a checklist of criteria that each client must meet in order to use Oticon RemoteCare.

     

    The client must:

     

    1. Be ≥ 18 years old

    2. Have an active email address

    3. Have compatible hearing aid(s). See compatible hearing aid(s)

    4. Have access to a stable internet connection suitable for both sound and video streaming, with a recommended minimum speed of 1/1 Mbit/s

    5. Have a compatible mobile device. See compatible devices

    6. Device skills:

    On their iPhone, iPad or Android, the client uses applications, receives/sends emails, and knows how to connect to Wi-Fi

  • > Score the survey

    You assess each client’s suitability, using Oticon RemoteCare Candidacy Scoring Sheet.

    Download Oticon RemoteCare Candidacy Scoring Sheet

  • > Set up your client (in person)

    It is important to ensure you get each client set up and ready while they are with you in your clinic.

    We recommend the following steps to ensure that the client is set up for Oticon RemoteCare use:

     

    Materials to share

    Print out and give the following materials to the client:

     

    Oticon RemoteCare App instructions for use iPhone and iPad

    Oticon RemoteCare App instructions for use Android

      

    In addition, introduce your client to Oticon RemoteCare support webpage for hearing aid users

     

    iPhone, iPad or Android device and app

    Set up Oticon RemoteCare App on the client’s iPhone, iPad or Android device and connect the hearing aid(s).

     

     

     Be sure to:

    • Note down the client’s email address (remember to check that the email address is the same one the client uses to log in to the app)

    • Run a quick Oticon RemoteCare visit and show them how to use Oticon RemoteCare App

    • Schedule a time for the first Oticon RemoteCare appointment

  • > Set up your clinic

    Technical requirements

    • PC camera or external camera (webcam)

    • Microphone and speakers or headset

    • Internet with a recommended minimum speed of 1/1 Mbit/s

    • Email account

     

    Enable Oticon RemoteCare in Oticon Genie 2

    1. Create an Oticon RemoteCare account: Open the Oticon RemoteCare invitation email sent by Oticon RemoteCare Service and follow the instructions

    2. Turn on ‘REMOTECARE’

     

    Set your stage

    Please ensure the following requirements are met before using Oticon RemoteCare:

    • Set up the video so there are minimal visual distractions for the client (if possible, avoid windows and high traffic areas)

    • Select a quiet location that ensures there are minimal audible distractions

    • Ensure all technical requirements are met

  • > Step 1: Read the best practices

    Before the session

    • Check that your computer’s camera, microphone, and speakers are working

    • Position yourself close to the microphone to achieve the best sound quality (headset recommended)

    • Position yourself in front of the camera so your client can clearly see your face and lips

     

    At the start of the session

    • Make sure your client can see and hear you clearly

    • Make sure your client has been through the User preparation checklist

    • Make sure your client has new/fully charged batteries in their hearing aids

    (For clients with rechargeable hearing aids: make sure they have the charger nearby)

    • Make sure your client has fully charged their mobile device, or that it is plugged into a power source

     

    During the session

    • Avoid shuffling or fiddling with paper during the session, as this can negatively affect the sound quality

    • Speak in a clear and measured tone, checking in with your client regularly to make sure there are no issues with the connection or audio

    • Evaluate the general experience with their hearing aid(s)

    • Use your clinical judgement to determine if the client needs to come into the clinic to address their issues (e.g. if they need otoscopy)

     

    When finishing the session

    • Inform your client that you should be the one to end the session, in order to ensure that all necessary updates have been made and saved correctly

    • Just before ending the session: warn your client that the video call will end and inform them that once the visit is over they can simply close the mobile application and use their hearing aids as usual

     

  • > Step 2: Run an Oticon RemoteCare remote visit

    For all steps regarding how to launch Oticon RemoteCare, sign in, run a remote visit, perform a fitting, upload the new settings to your client’s hearing aids, and end the visit – please refer to the RemoteCare section in the Oticon Genie 2 Instructions For Use.

     

    Download the Oticon Genie 2 Instructions For Use

  • > I cannot see myself in Oticon Genie 2 (and my client can’t see me either)

    • Ensure you have not disabled your camera in RemoteCare Communicator

     

    • Ensure your camera is not covered

     

    • Ensure your preferred camera is the only one connected to your computer; if applicable, disconnect any external cameras that you do not want to use for the RemoteCare visit, then restart Oticon Genie 2

     

    • Refresh the video by pressing the video refresh button in the upper right corner of the RemoteCare Communicator

     

    • Ensure that there are no other programmes running that use video (eg. Skype); if there are, close them and restart Oticon Genie 2

  • > The video quality of myself is very poor

    This relates to the quality of your webcam. You might consider upgrading your webcam.

  • > The video of my client is very poor quality

    Either your client has an upload bandwidth that is below the recommended minimum 1/1 Mbit/s, or you have a download bandwidth that is below the recommended minimum 1/1 Mbit/s.

     

    If the video quality is very poor, ask your client to disable video, then disable your own video and continue the visit using audio and text chat.

  • > I can only see myself in Oticon Genie 2; there is no video/audio stream from my client

    • Refresh the video by pressing the video refresh button in the upper right corner of the RemoteCare Communicator

     

    • Ensure your client has not disabled the video function in the Oticon RemoteCare app

     

    • Ensure the user has allowed the Oticon RemoteCare app to use their camera and microphone:

     

    - For iPhone® and iPad®: This can be checked in Settings > RemoteCare
    - For Android devices: This can be checked in Settings > Apps > RemoteCare > Permissions

     

    • Ensure your client has not enabled any kind of battery-saving mode on their device

     

    Please note: Changing the settings during a visit will restart the Oticon RemoteCare app.

  • > I cannot hear the client/there’s no audio from the client

    • Ensure your loudspeaker volume and computer volume are not muted or low

     

    • Ensure the user has allowed the Oticon RemoteCare app to use their microphone

     

    - For iPhone and iPad: This can be checked in Settings > RemoteCare

    - For Android devices: This can be checked in Settings > Apps > RemoteCare > Permissions

     

    Please note: Changing the settings during a visit will restart the Oticon RemoteCare app.

  • > Oticon Genie 2 cannot connect to my client’s hearing aid(s) (communication error)

    • Ensure your client has followed the guidelines for preparing for the visit (Bluetooth® turned on, hearing aid(s) paired to the mobile device, full battery levels etc.)

     

    • Go to the ‘FAMILY’ or ‘SELECTION’ screen and connect the hearing aid(s). Once connected, proceed to ‘FITTING’.

     

    • If the problem persists, both you and your client need to restart the visit:

    - Client: Power off the mobile device, restart it, then open the Oticon RemoteCare app and start the visit again

    - Hearing care professional: Close Oticon Genie 2 and re-open it, then start the session again

  • > Oticon Genie 2 is asking if I want to use the settings from the hearing aid(s) or from Oticon Genie 2, but both settings should be the same

    If settings are successfully uploaded to the hearing aid(s) but something went wrong in Oticon Genie 2, then the changed settings are saved in the hearing aid(s) but not in Oticon Genie 2. This will trigger a pop-up message in your subsequent visit, which informs you about the settings mismatch.

     

    You should always choose the hearing aid(s) settings in this pop-up, unless you are certain you have made changes in Oticon Genie 2 that are stored there but have not yet been uploaded to the hearing aid(s).

  • > The session suddenly ended without mutual agreement with my client

    Try to connect to the session again. If your client disconnected and you expect they will try to rejoin, wait for your client to join again.

    If you cannot re-establish the connection, contact your client and make a new appointment.

    In any case, the hearing aid(s) are OK and can be used. The settings from the last upload (or initial fitting, if you did not upload any settings) are in the hearing aid(s).

  • > The hearing aid(s) do not seem to work normally after the end of the session

    Please ask your client to:

     

    • Ensure Bluetooth is enabled on their mobile device

     

    • Ensure the hearing aid(s) have new or fully charged batteries

     

    • Ensure the hearing aid(s) are paired with their mobile device

     

    • Restart the Oticon RemoteCare app and go to “Connect your hearing aid(s)”

     

    • If recovery mode starts up in the app, follow the guidance in the app

     

    If the hearing aid(s) still do not work as they should and your client can no longer use them, then the standard warranty and return policy for hearing aid(s) applies.