Connectivity issues

Interference issues

Pairing errors

Pairing and Connectivity

Battery & Charging

Firmware

General Troubleshooting Steps

Sound

Troubleshooting

header_left_side_navigation

text-left

<div>
 If you perform a factory reset directly on the frame, you will need to re-pair the glasses with your phone. Before pairing, please follow these steps: Step 1: Forget the Glasses in the Mobile App Open the App and tap on the icon located at the bottom right of the home page (see visual for reference). Select “Settings” and enter the "My Glasses" section. Then scroll down and execute "Forget these glasses". Please be aware that after the "Forget these glasses" operation is completed, it is necessary to wait for 1 minute before turning the glasses on again. Step 2: Remove Bluetooth Association Next, ensure that you remove the Bluetooth association with the glasses. For detailed instructions on how to do this, please refer to this guide: <a href="/en-gb/c/support/troubleshooting/pairing-and-connectivity/pairing-errors" aria-label="Nuance Audio glasses already in use error in pairing. What should I do?">Nuance Audio glasses already in use error in pairing. What should I do?</a>. By following these steps, you will be prepared to successfully re-pair your glasses with your phone (<a href="/en-gb/c/support/faq/nuance-audio-app/pairing" aria-label="How can I pair Nuance Audio Glasses to the App?">How can I pair Nuance Audio Glasses to the App?</a>). If you need further assistance, feel free to reach out <a href="/en-gb/c/contact-us" aria-label="Contact Us">Contact Us</a>.
</div>

What if my glasses do not pair after a factory reset?

main_placement_1

<div>
 Try these steps:
 1. Ensure close proximity
 Keep your glasses and phone close during pairing.
 2. Check device power
 See if both devices are on. For help, see: [<a href="/en-gb/c/support/faq/nuance-audio-glasses/general-info" aria-label="How to turn the glasses on/off">How to turn the glasses on/off</a>].
 3. Enable Bluetooth
 Confirm Bluetooth is enabled on your phone. Instructions: [<a href="/en-gb/c/support/troubleshooting/general-troubleshooting-steps/generic-actions-on-your-phone" aria-label="How to turn Bluetooth on/off">How to turn Bluetooth on/off</a>].
 4. Check battery levels
 Make sure both devices are charged. For glasses battery status, see: [<a href="/en-gb/c/support/faq/nuance-audio-glasses/battery-and-charging" aria-label="How to check battery level">How to check battery level</a>].
 5. Verify account association
 Make sure your glasses are linked to the correct account. If they are linked to another account, follow these steps:
 • Open the app, tap the icon at the bottom right, go to Settings &gt; My Glasses, and select Forget these glasses.
 6. If a popup appears with the following error message: "Nuance Audio Glasses already in use with another account...", your Glasses are linked to another account.
 Log in with the correct account to disconnect the Glasses by going to Settings &gt; My Glasses and selecting "Forget these glasses", or contact us to request assistance.
 7. If a popup appears with the following error message: "Server error: xxxx", please contact the customer support (providing the error code, email address, and the glasses' serial number (SN).
 For detailed pairing instructions, see: [<a href="/en-gb/c/support/faq/nuance-audio-app/pairing" aria-label="How to pair Nuance Audio Glasses">How to pair Nuance Audio Glasses</a>]. To create a new profile, see: [<a href="/en-gb/c/support/faq/nuance-audio-app/account-settings" aria-label="How to create an account">How to create an account</a>].
 For further assistance, <a href="/en-gb/c/contact-us" aria-label="contact us">contact us</a>.
</div>

I received an error message while trying to pair my glasses to my phone. What should I do?

main_placement_2

<div>
 If you're having trouble pairing the remote control, try these steps: 1. Check the battery: Ensure both the glasses and remote control are fully charged. For details on checking the glasses’ battery, see: <a href="/en-gb/c/support/faq/nuance-audio-glasses/battery-and-charging" aria-label="How to check battery level">How to check battery level</a>. 2. Activate Pairing Mode on glasses: Press and hold the button on the glasses until the LED flashes blue (for 3 minutes), indicating pairing mode. 3. Activate Pairing Mode on the remote: Press and hold the side button on the remote until its LED also flashes blue (for 3 minutes), indicating it’s ready to pair. 4. Tap to Pair: When prompted, tap the remote against the right side of the glasses to confirm pairing. 5. Confirm pairing: Once paired, the LEDs on both devices will turn solid blue for 3 seconds, indicating successful pairing. If you still have issues, refer to the <a href="/en-gb/c/support/manual-guide" aria-label="Downloadable user manual">Downloadable user manual</a>&nbsp;for further troubleshooting. For additional help, <a href="/en-gb/c/contact-us" aria-label="contact us">contact us</a>.
</div>

I received an error message while trying to pair the remote control. What should I do?

main_placement_3

<div>
 If you're having trouble pairing your Nuance Audio Glasses with your mobile phone, follow these steps: Step 1: Check glasses status Ensure the glasses are fully charged, turned on, and close to your phone. For battery details, see: <a href="/en-gb/c/support/faq/nuance-audio-glasses/battery-and-charging" aria-label="Check battery level">Check battery level</a>. Step 2: Forget glasses in the app In the App, tap the icon at the bottom right of the home page ("Menu"), go to "Settings" &gt; "My Glasses," and select “Forget these glasses.” Please be aware that after the "Forget these glasses" operation is completed, it is necessary to wait for 1 minute before turning the glasses on again. Step 3: Remove Bluetooth association In your phone’s Bluetooth settings, delete the pairing with the glasses. For help, see: <a href="/en-gb/c/support/troubleshooting/general-troubleshooting-steps/generic-actions-on-your-phone" aria-label="How to pair/unpair a Bluetooth device">How to pair/unpair a Bluetooth device</a>. Step 4: Put glasses in pairing mode Press and hold the button on the glasses for 7 seconds until the blue LED flashes. Step 5: Check profile association If the glasses are linked to another profile, an error will appear. To fix this, tap the icon at the bottom right of the home page ("Menu"), go to "Settings", "My Glasses" in the app and select “Forget these glasses.”For more details, see: <a href="/en-gb/c/support/faq/nuance-audio-app/pairing" aria-label="Pair Nuance Audio Glasses">Pair Nuance Audio Glasses</a> or <a href="/en-gb/c/support/faq/nuance-audio-app/account-settings" aria-label="Create a new user profile">Create a new user profile</a>. If you need further assistance, <a href="/en-gb/c/contact-us" aria-label="contact us">contact us</a>.
</div>

I received a error message while trying to search and pair my glasses to my phone. What should I do?

main_placement_4

<div>
 This error message means your glasses are paired with a different account. Each pair of glasses can only be linked to one account at a time. To resolve this and create a new account, follow these steps: Step 1: Access the mobile App with the old account Log in using your previous account credentials. Step 2: Go to "My Glasses" Tap the icon at the bottom right of the home page, select "Settings," and enter the "My Glasses" section. Step 3: Forget the glasses Scroll down and select “Forget these glasses” to disconnect them from the old account, allowing you to pair with a new one. Please be aware that after the "Forget these glasses" operation is completed, it is necessary to wait for 1 minute before turning the glasses on again. By following these steps, you should be able to create a new account and pair your glasses. For more details, see: FAQ: <a href="/en-gb/c/support/faq/nuance-audio-app/pairing" aria-label="How to pair Nuance Audio Glasses">How to pair Nuance Audio Glasses</a>. For further assistance, <a href="/en-gb/c/contact-us" aria-label="contact us">contact us</a>.
</div>

Nuance Audio Glasses already in use error in pairing. What should I do?

main_placement_5

OUR QUALITY PROMISE

RESPONSIBLE SHIPPING

Responsible
shipping

RETURN FREE

Return free 
for 30 days

FIND ANSWERS

Find answers
and help

footer_before_footer

Shipping and Returns

Shipping & Returns

Support Page

Nuance Audio Support

Shop <PRODUCT_NAME> accessories in <COLOR>. Discover more on Grand Vision Online.

Shop <PRODUCT_NAME> electronics in <COLOR>. Discover more on Grand Vision Store Online.

Shop <PRODUCT_NAME> eyeglasses in <COLOR>. Discover more on Grand Vision Store Online.

Shop <PRODUCT_NAME> sunglasses in <COLOR>. Discover more on Grand Vision Store Online.

<PRODUCT_NAME> Accessories in <COLOR> | Nuance

<PRODUCT_NAME> Electronics in <COLOR> | Nuance

<PRODUCT_NAME> Eyeglasses in <COLOR> | Nuance

<PRODUCT_NAME> Sunglasses in <COLOR> | Nuance

Acquista gli occhiali da vista <PRODUCT_NAME> in <COLOR>. Scopri di piÃ¹ su Grand Vision Store Online.

Acquista gli occhiali da sole <PRODUCT_NAME> in <COLOR>. Scopri di piÃ¹ su Grand Vision Store Online.

App

Battery & Charging

Firmware

General Troubleshooting Steps

Pairing and Connectivity

Sound

Pairing errors

Responsibleshipping

Return free for 30 days

Find answersand help

Responsible
shipping

Return free
for 30 days

Find answers
and help