We're aware of a current issue that is related to the connectivity protocol provided by Android between the smartphones and the hearing aids. This issue is not isolated to Lively or our manufacturer, but is impacting other hearing aid models and manufacturers as well.
This issue may affect your ability to connect or reconnect your hearing aids to your phone, which can impact your ability to control your hearing aids from your phone, receive adjustments from our Audiology team, and stream audio. Specifically, you may find that one or the other hearing aids will disconnect and you are unable to re-establish the connection. Given this issue, Lively hearing aids are not considered fully compatible with Android 12 at this time. If you have not yet upgraded to Android 12, we advise you hold off if possible until these issues are fully resolved. Please note, this issue does not affect the operation of the hearing aids themselves, just their ability to stay connected to your phone in certain cases.
Below, we have provided the workaround steps that we have found to work for most, if not all of, our users. This should allow you to restore your lost connection and use the app until the issue is fully resolved.
Prefer a visual walkthrough? Troubleshoot using these videos:
Prefer written steps? Click the following dropdown depending on your hearing aid type:
Rechargeable Hearing Aid Models
*** Note: After performing the procedure below, if you should lose connection again, simply restart your phone with your hearing aids outside of the charging case. This should restore the connection, rather than having to repeat the following steps again.
Delete the Lively app from the phone by pressing and holding the app icon. Then tap Uninstall and then select OK
Navigate to Settings > Connections > Bluetooth
Click on the small gear to the right of “Your Hearing aids”
Click on Unpair in the bottom right
Restart the phone
Now go to the Google Play Store and re-download the Lively app.
After the Lively app finishes downloading, click open and select Yes, Connect Now. *Note: After accepting the terms and conditions of the app you will get a pop-up to allow Bluetooth, please accept this prompt.
Follow the prompts to pair to the Lively app again. *Note: you will receive two prompts to pair & connect.
When you get to the secure connection restart, do not place the hearing aids in the charger case. Instead, hold the buttons on both hearing aids (at the same time or separately) for 5 seconds and you will see the lights on each flash to confirm the hearing aids are off. Once they are both off, click Continue in the app
Now when prompted by the app to remove the hearing aids from the charger case, instead hold the buttons down again for 5 seconds to turn the hearing aids on (the lights will flash to confirm) and then click Continue in the app
After a brief download, the hearing aids should be connected. Click Start in the app and follow the remaining on-screen steps to begin using the hearing aids.
If you need assistance walking through these troubleshooting steps, as always feel free to contact us at 1-800-854-2772.
Battery-Operated Hearing Aid Models
*** Note: After performing the procedure below, if you should lose connection again, simply restart your phone with the battery doors closed (hearing aids on). This should restore the connection, rather than having to repeat the following steps again.
Delete the Lively app from the phone by pressing and holding the app icon. Then tap Uninstall and then select OK
Navigate to Settings > Connections > Bluetooth
Click on the small gear to the right of “Your Hearing aids”
Click on Unpair in the bottom right
Restart the phone
Now go to the Google Play Store and re-download the Lively app.
After the Lively app finishes downloading, click open and select Connect Now. *Note: After accepting the terms and conditions of the app you will get a pop-up to allow Bluetooth, please accept this prompt.
Follow the prompts to pair to the app again. *Note: you will receive two prompts to pair & connect.
When you get to the secure connection restart, please open both battery doors to turn the hearing aids off, and then click continue.
When prompted to power on the hearing aids, close the battery doors (lights produce a solid light for 2 seconds) and then click continue.
After a brief download, the hearing aids should be connected. Click Start in the app and follow the remaining on-screen steps to begin using the hearing aids.
If you need assistance walking through these troubleshooting steps, as always feel free to contact us at 1-800-854-2772.