Firmware and system update issues

Firmware

Battery & Charging

General Troubleshooting Steps

Pairing & Connectivity

Sound

TroubleshootingPlus

<div>Browse our dedicated guides to help you navigate and solve common issues. If you need more help, contact our support.</div>

Nuance Audio Plus Troubleshooting

header_left_side_navigation

text-left

<div>
 Before trying troubleshooting, please make sure to have followed the proper procedure to upgrade the firmware: <a href="/en-int/c/learning-center/firmware-update" aria-label="Learning Center/Edu PDF on FW Upgrade">Learning Center/Edu PDF on FW Upgrade</a>. If you're having trouble with the firmware update on your Nuance Audio™ Plus, follow these steps: Step 1: Ensure internet connection
 The update requires a working Wi-Fi or mobile data connection. Please note that interferences, such as an incoming phone call, can affect the connection and cause the firmware update to be interrupted. For further support, see: <a data-show="new" href="/en-int/c/support/ts-nuance-audio-plus/general-troubleshooting-steps/generic-actions-on-your-phone" aria-label="How do I check if I have a working data connection?">How do I check if I have a working data connection?</a>. Step 2: Check glasses status
 Ensure the glasses are fully charged and near your phone. To check the battery level, see: <a data-show="new" href="/en-int/c/support/faq-nuance-audio-plus/nuance-audio-glasses/battery-and-charging" aria-label="How can I check the battery level?">How can I check the battery level?</a>. Step 3: Don't use the device when updating
 Both the phone and glasses should stay close to each other and not be in use when updating. Step 4: Check background activity authorization
 Energy-saving settings may limit the activity of applications running in the background. In such cases, disable energy-saving mode. Step 5: Please avoid smartphone screen lock during the firmware upgrade
 You may keep alive the smartphone screen manually during the firmware update or modifying your smartphone setting before to start the firmware update, switching the Auto-Lock to Never just during the glasses firmware update and then you may reset your Auto-Lock setting desired. Step 6: Finally, please note errors may occur during the firmware upgrade if the eyewear is placed on the charging pad and its battery reaches 100% during the upgrade process. To resolve this issue, remove the eyewear from the charging pad, then power it on again to allow it to reconnect with the app before attempting the firmware upgrade again. If issues persist, please <a href="/en-int/c/contact-us" aria-label="contact customer service">contact customer service</a>. Please note that during the firmware upgrade process, an error message could be displayed. This may occur since the Nuance Audio™ Plus need 90 seconds to reboot, and if reboot doesn’t happen within this timeframe, an error message appears. In this case, once the Glasses are reconnected to the app, please check the firmware version, as the upgrade may have been successfully completed despite the error message.
</div>

I cannot execute a firmware upgrade. What should I do?

main_placement_1

<div>
 If your Nuance Audio™ Plus is unresponsive after a firmware update, try the following steps: Step 1: Restart the Glasses
 • Turn the Glasses off and back on using the power switch on the frame Step 2: Fully charge the Glasses
 • Place the Glasses on the Charging Pad and allow them to charge fully
 • Once fully charged, try turning them on again Step 3: Perform a factory reset
 • Press and hold the ""+"" and ""−"" buttons simultaneously for 10 seconds
 • Release the buttons when the LED turns purple After a factory reset, you will need to pair the Glasses again with the App. For instructions on removing and pairing your Glasses again, see: <a data-show="new" href="/en-int/c/support/ts-nuance-audio-plus/general-troubleshooting-steps/generic-actions-on-your-phone" aria-label="How can I pair and unpair a device from my smartphone using bluetooth?">How can I pair and unpair a device from my smartphone using bluetooth?</a> If the issue persists, please contact our Support Team: <a href="/en-int/c/contact-us" aria-label="contact us">contact us</a>.
</div>

My Glasses do not work after a firmware update. What should I do?

main_placement_2

<div>
 If you're having trouble performing a firmware update on your Glasses, follow these steps:
 Step 1: Check your internet connection
 Ensure your device is connected to Wi-Fi or mobile data. For help checking connectivity,&nbsp;please refer to <a data-show="new" href="/en-int/c/support/ts-nuance-audio-plus/general-troubleshooting-steps/generic-actions-on-your-phone" aria-label="How do I check if I have a working data connection?">How do I check if I have a working data connection?</a>.
 Step 2: Verify Glasses charge
 Make sure your Glasses are fully charged and close to your phone. For battery check instructions, see:&nbsp;<a data-show="new" href="/en-int/c/support/faq-nuance-audio-plus/nuance-audio-glasses/battery-and-charging" aria-label="How can I check the battery battery level?">How can I check the battery battery level?</a>.
 Step 3: Don't use the devices
 Both your phone and Glasses should remain idle during the update to avoid interruptions.
 Step 4: Please avoid the smartphone screen lock during the upgrade.
 You may keep alive the smartphone screen manually during the firmware update or modifying your smartphone setting before to start the firmware update, switching the Auto-Lock to Never just during the Glasses firmware update and then you may reset your Auto-Lock setting desired. &nbsp;
 If the issue persists, please <a href="/en-int/c/contact-us" aria-label="contact us">contact us</a>.
</div>

I received an error while trying to install a firmware or system update on my Glasses. What should I do?

main_placement_3

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.