Having trouble taking or completing the self-tuning test? Here are the most common issues and how to fix them.
Before you begin, make sure:
- You have a stable internet connection
- You’re using the Jabra Enhance Select app and your hearing aids show they are connected
- You’re in a quiet room
- Your hearing aids are sufficiently charged, clean, and working properly - try rubbing over the top of your hearing aids to make sure you hear a scratching sound
- Your hearing aids fit securely
1. I can’t find the self-tuning test in the app
The self-tuning test is only available for customers using self-fitting hearing aids, which are any of our M Series hearing aids (M1, M2, M3). If you're using a pair of M Series hearing aids, you'll be prompted to personalize your hearing aids once you connect to the Jabra Enhance Select app for the first time.
To take the self-tuning test, choose Self-tune and then follow the instructions to take the test. If you haven’t installed the Jabra Enhance Select app, you can download it here. You’ll also need a compatible mobile device - make sure yours is compatible.
If you don't see the test when first connecting your hearing aids, you can always find the option to take the self-tuning test by going to your Hear tab, Settings, then choose Self-tune.
2. I’m setting up the hearing aids for someone else
If you’re setting up the hearing aids for someone else, we know it can be tempting to take the test for them — resist the urge!
The test needs to be completed by the person who will actually wear the hearing aids. Otherwise, the programming won’t match their hearing needs, and they won’t be set up for the best possible experience.
3. The app says it’s too noisy
Before the self-tuning test begins, the app checks the noise level around you to make sure the environment is quiet enough for accurate results.
During this check, a few things can happen:
- If the room is quiet enough, the check will complete and you can continue with the test.
- If the app detects too much background noise, it will let you know and won’t let you continue.
- The noise level can change while the app is checking, so you may see the indicator move as sounds around you get louder or quieter.
- Once the environment becomes quiet enough, the app will recheck the noise level and allow you to continue.
What to do:
- Move to a quiet room
- Turn off TVs, fans, and move away from open windows that let in street noise
- Try again once it’s quiet enough
4. My hearing aids don’t fit securely
If your hearing aids aren’t sitting comfortably and securely in your ears, it can have a big effect on your test results.
What to do:
- Make sure you’re inserting the hearing aids into your ears correctly.
- If they aren’t fitting well: Follow these instructions for measuring your ear. Our Customer Support Team will be in touch to help you get the right receiver wire for you. Wait until you hear from our team before restarting the test.
5. I’m having trouble hearing the test tones
Check that your hearing aids are clean and that the receiver wires are securely attached. Wax, debris, or a loose receiver wire can affect the test.
Try the following:
- Replace the wax guards
- Replace the domes
- Reseat the receiver wires
You can find instructions for each of the above steps in this article.
6. The test was interrupted or I see an error
If something interrupts the test, don’t worry — the app will let you know what happened and guide you on what to do next. For example, you may see an error if:
- The environment suddenly becomes too noisy
- The app doesn’t detect your taps during part of the test
- There’s an unexpected system error
When this happens, follow the instructions on the screen and try again when prompted. In most cases, the app will tell you exactly what needs to be fixed before you continue.
If you see a message that says “The test was interrupted, please restart your hearing aids,” follow these steps:
- Press and hold the push button on both hearing aids for 5 seconds, until the green lights begin blinking.
- Release the buttons.
- Press and hold the buttons again for 5 seconds, until the lights turn solid.
- Return to the app and try the test again.
7. My results say “out of range”
This can happen if your responses to tones indicate your hearing loss is beyond what self-fitting hearing aids can fully address.
First, make sure nothing affected your test results:
- Move to a quiet environment
- Make sure your hearing aids are clean and unblocked
- Check that they fit securely
You have some options:
- Retake the test - especially if you were interrupted while taking it.
- Apply your personalized tuning, knowing that some frequencies may be programmed to the “upper limit”, which is the most amplification available for our self-tuned programming.
- Choose to continue with default programming instead.
- If your purchase includes audiology services, review your results with your provider during the video Orientation. They’ll be happy to answer any questions!
Still having trouble? Our Customer Support Team is here to help.