Connectivity issues

Connectivity Issues

Interference issues

Interference Issues

Pairing errors

Pairing Errors

Pairing and Connectivity

Pairing & Connectivity

Battery & Charging

Firmware

General Troubleshooting Steps

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

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 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.
 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:&nbsp;<a data-show="new" href="/en-int/c/support/ts-nuance-audio-plus/pairing-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.&nbsp;<a data-show="new" href="/en-int/c/support/faq-nuance-audio-plus/nuance-audio-app/pairing" aria-label="How can I pair my Nuance Audio Glasses to the App?">How can I pair my Nuance Audio Glasses to the App?</a>
 If you need further assistance, feel free to reach out <a href="/en-int/c/contact-us" aria-label="Contact Us">Contact Us</a>.
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What if my Glasses do not pair after a factoring reset?

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 Try the following steps:
 Step 1: Keep the devices close together
 Make sure your Glasses and smartphone are close to each other during the pairing process. &nbsp;
 Step 2: Check that both devices are turned on
 Verify that both your Glasses and smartphone are powered on. For more information, see: <a data-show="new" href="/en-int/c/support/faq-nuance-audio-plus/nuance-audio-glasses/general-info" aria-label="How do I turn my Glasses on and off?">How do I turn my Glasses on and off?</a> Step 3: Enable Bluetooth Make sure Bluetooth is enabled on your smartphone. For instructions, 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 turn Bluetooth on/off">How do I turn Bluetooth on/off</a> Step 4: Check the battery level Ensure that both devices have sufficient battery charge. For information about the Glasses battery level, 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 level?">How can I check the battery level?</a>
 Step 5: Verify the account association
 Make sure your Glasses are associated with the correct account. If you see the message "Nuance Audio™ Plus already in use with another account..." , your Glasses are associated with a different account. Sign in with the account currently linked to the Glasses and remove them by following these steps:
 • Open the Nuance Audio™ App on your mobile device
 • Tap the Menu icon in the bottom-right corner of the Home page
 • Select "My Glasses"
 • At the bottom of the page, tap "Forget These Glasses"
 Step 6: Remove the Bluetooth pairing
 Android:
 • Open Settings &gt; Connected Devices (or Connections)
 • Locate the device you want to remove
 • Tap the gear icon or menu next to the device name
 • Select "Forget" or "Unpair"
 • Confirm your choice if prompted iPhone:
 • Open Settings &gt; Accessibility &gt; Hearing Devices and tap "Forget Device"
 • Open Settings &gt; Bluetooth
 •.Under "My Devices", locate the device you want to remove
 • Tap the information (i) icon next to the device name
 • Select "Forget This Device" and confirm &nbsp;
 After removing the Bluetooth pairing:
 • Turn the Glasses off using the power switch
 • Wait at least 12 seconds
 • Turn the Glasses back on and try pairing again Step 7: If you see the message "Server Error: XXXX"
 Please contact our Support Team and provide:
 • The error code
 • The email address associated with your account
 • The serial number (SN) of your Glasses For detailed pairing instructions, see: <a href="/en-int/c/support/faq-nuance-audio-plus/nuance-audio-app/pairing" aria-label="How can I pair my Nuance Audio™ Plus with the App?">How can I pair my Nuance Audio™ Plus with the App?</a> If you need additional assistance, please contact our Support Team <a href="/en-int/c/contact-us" aria-label="contact us">contact us</a>.
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I received an error message while trying to pair my Glasses to my phone. What should I do?

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 If you are having trouble pairing Nuance Audio™ Plus - Remote, try the following steps:
 Step 1: Check the battery
 Make sure both the Glasses and Remote have sufficient battery charge.
 For information about the Glasses battery level, see:&nbsp;<a 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 2: Activate pairing mode on the Glasses
 • Press and hold either the "+" or "−" button for 8 seconds until the blue LED starts blinking.
 Step 3: Activate pairing mode on Nuance Audio™ Plus - Remote
 • Press and hold the side button for 8 seconds until the blue LED starts blinking.
 Step 4: Complete pairing
 • Hold Nuance Audio™ Remote Plus close to the Glasses to complete the pairing process.
 Step 5: Confirm pairing
 • When pairing is successful, the LEDs on both devices will turn solid blue for few seconds
 • The Glasses will also play a ""Success"" audio chime
 If the issue persists, please refer to the User Guide for additional troubleshooting information.
 To learn more about Nuance Audio™ Plus - Remote, please watch the dedicated video.
 <a href="https://media.nuanceaudio.com/2026/video/remote_control_onboarding/EN_Nuance_RIALTO_RC_sub.mp4" data-show="new" aria-label="Nuance Audio™ Plus - Remote video">Nuance Audio™ Plus - Remote video</a>
 If you need additional assistance, please contact our Support Team&nbsp;<a href="/en-int/c/contact-us" aria-label="contact us">contact us</a>
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I received an error message while trying to pair the Nuance Audio™ Plus - Remote. What should I do?

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 If you are having trouble reconnecting your Nuance Audio™ Plus to your smartphone, try the following steps:
 
 Step 1: Check the Glasses
 
 • Make sure the Glasses are charged, turned on, and close to your phone.
 
 For battery information, 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 level?">How can I check the battery level?</a>
 
 Step 2: Remove the Glasses from the App
 
 • Open the Nuance Audio™ App on your mobile device
 • Tap the Menu icon in the bottom-right corner of the Home page
 • Select "My Glasses"
 • At the bottom of the page, tap "Forget These Glasses"
 
 After completing this step, wait 1 minute before turning the Glasses on again.
 
 Step 3: Remove the Bluetooth pairing
 Android:
 • Open Settings &gt; Connected Devices (or Connections)
 • Locate the device you want to remove
 • Tap the gear icon or menu next to the device name
 • Select "Forget" or "Unpair"
 • Confirm your choice if prompted
 
 iPhone:
 • Open Settings &gt; Accessibility &gt; Hearing Devices and tap "Forget Device"
 • Open Settings &gt; Bluetooth
 • . Under "My Devices", locate the device you want to remove
 • Tap the information (i) icon next to the device name
 • Select "Forget This Device" and confirm
 
 After removing the Bluetooth pairing:
 • Turn the Glasses off using the power switch
 • Wait at least 12 seconds
 • Turn the Glasses back on
 
 For additional guidance, 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 or unpair a Bluetooth device?">How can I pair or unpair a Bluetooth device?</a>
 
 Step 4: Put the Glasses in pairing mode
 • Press and hold either the "+" or "−" button for 8 seconds until the blue LED starts blinking.
 
 Step 5: Check account association
 If the Glasses are associated with a different account, an error message will appear. In this case, remove the Glasses from the original account by following the instructions in Step 2.
 
 For more information, see:
 • <a href="/en-int/c/support/faq-nuance-audio-plus/nuance-audio-app/pairing" aria-label="How can I pair my Nuance Audio™ Plus with the App?">How can I pair my Nuance Audio™ Plus with the App?</a>
 • <a href="/en-int/c/support/ts-nuance-audio-plus/pairing-connectivity/pairing-errors" aria-label="How do I create a Nuance account?">How do I create a Nuance account?</a>
 
 If you need additional assistance, please contact our Support Team&nbsp;<a href="/en-int/c/contact-us" aria-label="contact us">contact us</a>.
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I received a error message while trying to search and pair my Glasses to my phone. What should I do?

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 This message indicates that your Glasses are currently associated with a different account. Each pair of Nuance Audio™ Plus can only be linked to one account at a time.
 
 To pair the Glasses with a new account:
 
 Step 1: Sign in with the account currently associated with the Glasses
 • Log in to the Nuance Audio™ App using the account previously paired with the Glasses.
 
 Step 2: Remove the Glasses from the account
 • Open the Nuance Audio™ App on your mobile device
 • Tap the Menu icon in the bottom-right corner of the Home page
 • Select "My Glasses"
 • At the bottom of the page, tap "Forget These Glasses"
 
 After completing this step, wait 1 minute before turning the Glasses on again.
 
 Step 3: Remove the Bluetooth pairing
 
 Android:
 • Open Settings &gt; Connected Devices (or Connections)
 • Locate the device you want to remove
 • Tap the gear icon or menu next to the device name
 • Select "Forget" or "Unpair"
 • Confirm your choice if prompted
 
 iPhone:
 • Open Settings &gt; Accessibility &gt; Hearing Devices and tap "Forget Device"
 • Open Settings &gt; Bluetooth
 • . Under "My Devices", locate the device you want to remove
 • Tap the information (i) icon next to the device name
 • Select "Forget This Device" and confirm
 
 After removing the Bluetooth pairing:
 • Turn the Glasses off using the power switch
 • Wait at least 12 seconds
 • Turn the Glasses back on
 
 You can now pair the Glasses with a new account.
 
 For more information, see: <a data-show="new" href="/en-int/c/support/faq-nuance-audio-plus/nuance-audio-app/pairing" aria-label="How can I pair my Nuance Audio™ Plus with the App?">How can I pair my Nuance Audio™ Plus with the App?</a>
 
 If you need additional assistance, please contact our Support Team <a href="/en-int/c/contact-us" aria-label="contact us">contact us</a>.
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"Nuance Audio™ Plus is already in use" error during pairing. What should I do?

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