How To Troubleshoot Problems With The ReSound Smart/Smart 3D App

by | Jun 2, 2021 | Hearing Aid Repairs, Hearing Aids, Patient Resources, Technology, Troubleshooting

As I am sure we are all aware by now, life does not stop simply because we are experiencing this global pandemic. We still need to go grocery shopping, send and receive mail, pay bills, and in many cases, make appointments with our physicians.

As North Carolina’s most trusted hearing & audiology experts, we have found ourselves needing to find a new way to continue to care for our patients despite social distancing.

To work with this ‘new normal,’ we introduced Tele Audiology back in May 2020 at the start of the national lockdown.

Our patients can use this service to schedule virtual appointments and get advice on their hearing concerns and hearing aid assistance to the same standard that they would receive during an in-office appointment.

Aside from having face-to-face video appointments, our patients that wear ReSound devices may be familiar with Remote Assist, a feature available on the ReSound Smart and Smart 3D apps.

Audiologists can remotely adjust and fine-tune a patient’s hearing device without unnecessary in-person contact.

Of course, with new technology comes new challenges, so I wanted to take a moment to address how to utilize the Remote Assist feature for ReSound users and go through essential troubleshooting tips for ReSound hearing aids on the ReSound Smart/Smart 3D app.

How Do I Connect My Hearing Aids To My Phone?

Well, this is undoubtedly an excellent place to start. Before using the ReSound App, your hearing aid(s) must be connected to your mobile device, and this connection requires Bluetooth.

Here are the steps:

  1. Go to “Settings” on your phone.
  2. Be sure to make sure that Bluetooth is on.
  3. Choose “Accessibility,” which can be found within the main settings menu on most phones.
  4. Then, within accessibility, there should be a “Hearing Devices” option; click on that.
  5. If you are connecting your hearing aid to your device for the first time, please skip to step 7 for further instruction.
  6. If you are RECONNECTING your hearing aid to your device, click on YOUR NAME’s hearing aids under the “Hearing Devices” menu.
  7. Scroll down to the very bottom of the page and click “Forget Device.”
  8. Next, turn off your hearing aid(s).
  9. Battery: Remove the battery.
  10. Rechargeable: Connect the hearing aid to the charger.
  11. After the hearing aid has been turned off for a few moments, turn it back on.
  12. Battery: Reinsert the battery.
  13. Rechargeable: Remove hearing aid from the charger.
  14.  Wait for YOUR NAME’s hearing device to pop up under the “Hearing Devices” menu.
  15. Your phone will request that you “Pair” your devices. If you only have one hearing aid, it will ask you this once, and if you have two, it will ask you a second time; always choose to pair your device.
  16. And you’re done! Your hearing aid(s) should now be connected to your device.

Trouble Streaming With An Android Device?

Before doing anything else, try restarting your phone. If that doesn’t work, delete the Resound Smart/ Smart 3D app from your phone and reinstall it. Then, reconnect your hearing aids to the APP. If all of those things have still not solved the problem, there are two main ways to fix it:

You can either…

  • Go to the Resound App and click on “MORE.”
  • Turn “Demo Mode” on, then turn it off.
  • The app will then search for the hearing aids.
  • Next, you will need to restart your hearing aids.
  • Battery: Remove the battery and then reinsert.
  • Rechargeable: Remove the hearing aid from the charger and then put it back.
  • Wait for your hearing aids to pair, and then click continue.


  • Go to your Resound App.
  • Click on the “MORE” tab.
  • Click on “Pair new hearing aids.”
  • Your phone should find the hearing aids, and then an icon saying “Found Hearing Aids” will show up.
  • Next, you will need to restart your hearing aid(s).
  • Battery: Remove the battery and then reinsert.
  • Rechargeable: Remove the hearing aid from the charger and then put it back.
  • Wait for pairing, and then click continue.

Other General Troubleshooting Tips

Troubleshooting for Bluetooth and wireless services

  • Always check to make sure your phone’s software is up to date! You will not always be notified when a new update is ready to be installed, to make sure to check in your settings regularly.
  • Make sure to close other apps while using the Resound App; having other apps running can cause it not to work as well or run slower.
  • Refresh your Bluetooth connection every few days! All you need to do is turn it off and then back on.
  • Make sure to restart your phone at least once a week; this gives it a chance to close unused apps and background programs.

Troubleshooting for the ReSound app

  • First, try closing the app and reopening it.
  • Then, if needed, restart your phone.
  • If this doesn’t help, delete the app and then re-download it!
  • Make sure you have “Smart” or “Smart 3D’.
  • Turn on “Demo Mode,” and then turn it off.
  • Open the Resound App and click on the “More” tab.
  • Turn demo mode on, and then turn it off. You will need to restart both your phone and your hearing aid(s) to complete this.
  • Make sure that Bluetooth is enabled on the Smart/Smart 3D App.
  • Go to your “Settings” app on your phone, and scroll down, click on the Smart/Smart 3D App.
  • Check to make sure Bluetooth is on.

Help with Wireless Streaming/Phone Calls

  • First, try restarting your phone.
  • Reconnect your hearing aids to Bluetooth, as detailed earlier.

With this information, I hope you will have an easier time using the Remote Assist on the ReSound Smart/3D app.

This article only covers what we have found to be the most common issue, so if you have a more specific question, please do not hesitate to call us at (336) 295-1064 or click here to schedule a Tele Audiology consultation.

Stay safe, and stay healthy!

Do you know somebody that needs to see this? Why not share it?

Dr. Shannon Frymark Au.D., CCC-A

Shannon Frymark, Au.D., CCC-A, audiologist, was raised in Greensboro, NC. Dr. Shannon’s passion for the field of audiology stems from personal experience. Born with a hearing loss in both ears, she has worn hearing aids since age 3. She is considered a technology expert because of her experience with so many different hearing aids and assistive listening devices throughout the years.She received her Bachelor of Science in Communication Disorders and Master of Arts degree in Audiology from the University of North Carolina Greensboro. She was awarded her doctorate in Audiology from the Pennsylvania College of Optometry: School of Audiology. While in undergraduate and graduate school, she worked at the Central School for the Deaf as a residential counselor. Dr. Frymark spent the first five years of her audiology career with Florida Hospital in central Florida.

    Request a Callback

    Don’t want to wait? Call us
    at: 336-295-1064