Get help with
Oticon RemoteCare

Oticon RemoteCare lets you hold a virtual appointment with selected clients, where you can remotely adjust their hearing aid(s).

On this page, you can get support with assessing the suitability of clients and preparing for a session, see troubleshooting tips, and read frequently asked questions.

 

video-about-oticon-remotecare

  • Candidacy checklist

    Complete the candidacy survey

    Score the survey

    Go to section

  • Set up your client (in person)

    Set up your clinic

    Go to section

  • Read the best practices

    Log in and start the session

    Make a client readiness check

    Conduct the session

    End the session

    Go to section

  • During the session

    If a session ends

    Go to section

Find instructions for use and scoring sheet. 
Go to download centre

 

Useful links for your client - Help your client get started

App instructions for use iPhone and iPad
App instructions for use Android
User preparation checklist
Support website for hearing aid users

 

Oticon RemoteCare is for selected clients, so it is important to evaluate the suitability of each person before you decide to offer them a remote appointment.

  • > Candidacy checklist

    This is a checklist of criteria that each client must meet in order to use Oticon RemoteCare.

     

    The client must:

     

    1. Be ≥ 18 years old

    2. Have an active email address

    3. Have compatibility hearing aid(s). See compatible hearing aid(s)

    4. Have access to wireless Internet with a minimum bandwidth of 1/1 Mbit/s

    5. Have an iPhone or iPad running iOS 12.0 or later. Have an compatible Android running OS 8.0 or later. See compatible devices

    6. Device skills:

    On their iPhone, iPad or Android, the client uses applications, receives/sends emails, and knows how to connect to Wi-Fi

  • > Score the survey

    You assess each client’s suitability, using Oticon RemoteCare Candidacy Scoring Sheet.

    Download Oticon RemoteCare Candidacy Scoring Sheet

     

    Is your client suitable for Oticon RemoteCare?

    Go to Set up your client (in person)

  • > Set up your client (in person)

    It is important to ensure you get each client set up and ready while they are with you in your clinic.

    We recommend the following steps to ensure that the client is set up for Oticon RemoteCare use:

     

    Materials to share

    Print out and give the following materials to the client:

     

    Oticon RemoteCare App instructions for use iPhone and iPad

    Oticon RemoteCare App instructions for use Android

      

    In addition, introduce your client to Oticon RemoteCare support webpage for hearing aid users

     

    iPhone, iPad or Android device and app

    Set up Oticon RemoteCare App on the client’s iPhone, iPad or Android device and connect the hearing aid(s).

     

     

     Be sure to:

    • Note down the client’s email address (remember to check that the email address is the same one the client uses to log in to the app)

    • Run a quick Oticon RemoteCare visit and show them how to use Oticon RemoteCare App

    • Schedule a time for the first Oticon RemoteCare appointment

  • > Set up your clinic

    Technical requirements

    • PC camera or external camera (webcam)

    • Microphone and speakers or headset

    • Internet with a recommended minimum speed of 1/1 Mbit/s

    • Email account

     

    Enable Oticon RemoteCare in Oticon Genie 2

    1. Create an Oticon RemoteCare account: Open the Oticon RemoteCare invitation email sent by Oticon RemoteCare Service and follow the instructions

    2. Turn on ‘REMOTECARE’

     

    Set your stage

    Please ensure the following requirements are met before using Oticon RemoteCare:

    • Set up the video so there are minimal visual distractions for the client (if possible, avoid windows and high traffic areas)

    • Select a quiet location that ensures there are minimal audible distractions

    • Ensure all technical requirements are met

  • > Step 1: Read the best practices

    • Check that the computer camera, microphone, and speakers are working

     

    • Position yourself close to the microphone to achieve the best sound quality (headset recommended)

     

    • Avoid shuffling or fiddling with paper during the session, as this can negatively affect the sound quality

     

    • Position yourself in front of the camera so the client can clearly see your face and lips

     

    • Speak in a clear and measured tone, checking in with client regularly to make sure there are no issues with the connection or audio

     

    • Use your clinical judgement to determine if the client needs to come into the clinic to address their issues

  • > Step 2: Log in and start the session

    At the time of the appointment, open Genie 2 and select the client’s file.

     

    1. Toggle to turn on Oticon RemoteCare.

     

    2. Enter your hearing care professional credentials and click ‘SIGN IN’.

     

    genie-2_remotefit_log-in2

     

     

    3. Enter client account details and press ‘CONTINUE’.

     

    4. Once the client is in the virtual waiting room, click ‘START AN APPOINTMENT’ when you are ready.

     

    Note: It is only possible to start a session when the client is already present/has started an appointment.

     

    account-details-and-login-v2

     

     

    Use RemoteCare communicator to communicate with your client

    a) Enables text messaging and communication via audio and video between you and your client

     

    b) Hearing aid status indicators

     

    c) Enable/disable camera

     

    d) Mute/unmute microphone

     

    e) Refresh video

     

    step4-b-v2

     

     

    Having problems?

    Go to Troubleshoot – During the session

  • > Step 3: Make a client readiness check

    Make sure client can see and hear you clearly.

     

    Make sure client went through the user preparation checklist. User preparation checklist

     

    Ask your client: 

    • Did they insert new batteries in the hearing aid(s)? If rechargeable hearing aid(s) did they fully charge them? Do they have the charger nearby?

    • Did they fully charge or power the iPhone, iPad or Android?

    • Evaluate the general experience with their hearing aid(s)

    • Evaluate if the clients need cannot be met using Oticon RemoteCare App (e.g. need for otoscopy)

     

    Go to Troubleshoot – During the session

  • > Step 4: Conduct the session

    1. Click ‘CONNECT’ to detect and connect to the client’s hearing aid(s). The status indicators turn green when the hearing aid(s) are connected. Please note the connection process may take up to several minutes. If you get an communication error go to the ‘FAMILY’ or ‘SELECTION’ screen and connect the hearing aid(s). Once connected proceed to ‘FITTING’.

     

    The connection status of the hearing aids is indicated in three places:

    a) Connection Bar

    b) Oticon RemoteCare Connection overview

    c) Oticon RemoteCare Communicator

     

    remote_fit_for_page_12-v2

     

    2. Fit the client’s hearing aids as you would do normally, if needed.

     

    3. Click ‘UPLOAD’ to upload the new settings to the hearing aids.

     

    4. Once all desired changes have been made, click ‘DISCONNECT’. The hearing aids will be disconnected from Genie 2 and will restart.

     

    Note: You can also disconnect the hearing aids from the END FITTING screen.

     

    5: Go to the END FITTING screen and click ‘SAVE AND EXIT’/’SAVE AND GO TO CLIENT STEP’ to save and end the session with the client.

     

    step5-end-v2

     

    Go to Troubleshoot – During the session

  • > Step 5: End the session

    • Inform the client that you should be the one to end and disconnect the session, in order to make sure that all necessary changes have been made and saved.

     

    • Go to the END FITTING screen and click ‘SAVE AND EXIT’/’SAVE AND GO TO CLIENT STEP’ to save and end the session with the client.

     

     

    Go to Troubleshoot – If a session ends

  • > I cannot see myself in Genie 2 (your client can’t see you either)

    • Ensure you have not disabled your camera in RemoteCare Communicator

     

    • Ensure your camera is not covered

     

    • Ensure your camera is set as default device in Windows before opening Genie 2. Do this in Window Device Manager. Restart Genie 2 if you have made any changes after opening Genie 2

     

    • Refresh the video by pressing the video refresh button in the upper right corner of the RemoteCare Communicator

     

    • Ensure that no other programmes that use video are running (E.g. Skype). Close the other program and restart Genie 2

  • > The video quality of myself is very poor

    This relates to the quality of your webcam. If the quality is poor, you might consider upgrading your webcam.

  • > The video quality of my client is very poor

    Either your client has an upload bandwidth that is below the recommended minimum 1/1 Mbit/s, or you have a download bandwidth that is below the recommended minimum 1/1 Mbit/s.

     

    If the video quality is very poor, ask your client to disable video, then disable your own video and continue the visit using audio and chat.

  • > I can only see myself in Oticon Genie 2, there is no video/audio stream from client

    • Ensure your client has not disabled the video function in the app

     

    • Refresh the video by pressing the video refresh button in the upper right corner of the RemoteCare Communicator

     

    • Ensure that the user has allowed Oticon RemoteCare App to use video, which can be checked in Settings > RemoteCare

     

    • Ensure that the user has allowed Oticon RemoteCare App to use their camera:

     

    For iPhone and iPad: This can be checked in Settings > RemoteCare
    For Android: This can be checked in Settings > Apps > Permissions > RemoteCare 

     

    Additional requirements for Android: 

    • Ensure your client has Google Chrome enabled

    • Ensure your client has the Power Saving Mode set to ‘Off’

     

    Please note: changing setting during a visit will restart Oticon RemoteCare App.

  • > I cannot hear the client/no audio from the client

    • Ensure your loudspeaker volume and computer volume are not muted

     

    • Ensure that the user has allowed Oticon RemoteCare App to use their microphone

     

    For iPhone and iPad: This can be checked in Settings > RemoteCare

    For Android: This can be checked in Settings > Apps > Permissions > RemoteCare

     

    Please note: changing setting during visit will restart Oticon RemoteCare App.

  • > Oticon Genie 2 cannot connect to your client’s hearing aid(s) (communication error)

    • Ensure your client has followed the guidelines for preparing for the visit (Bluetooth turned on, hearing aid(s) paired/connected with iPhone, iPad or Android, full battery levels etc.)

     

    • Go to the ‘FAMILY’ or ‘SELECTION’ screen and connect the hearing aid(s). Once connected proceed to ‘FITTING’

     

    • If the problem persists, you both need to restart the visit from both sides. Client side: Power off the iPhone, iPad or Android and re-start the iPhone, iPad or Android, then open Oticon RemoteCare App and enter the appointment. Hearing care professional: Close Oticon Genie 2 and re-open it, then start the session again.

  • > Oticon Genie 2 is asking if I want to use settings from hearing aid(s) or Oticon Genie 2, but the settings should be the same

    If settings are successfully uploaded to the hearing aid(s) but something went wrong in Oticon Genie 2, then the changed settings are saved in the hearing aid(s) but not in Oticon Genie 2. This will cause a pop-up in the following visit advising you of a settings mismatch.

     

    You should always choose the hearing aid(s) settings in this pop-up, unless you are certain you have made changes in Oticon Genie 2 that are stored in Oticon Genie but have not been uploaded to the hearing aid(s).

  • > The session suddenly ended without mutual agreement with your client

    Try to connect to the session again to get a mutual agreement with your client. If your client disconnected, wait for your client to join if you expect he/she will try to rejoin.

    In both cases, the hearing aid(s) are OK and can be used. The settings from the last upload (or initial fitting, if you did not upload any settings) are in the hearing aid(s).

     

    Try to connect to the appointment again. If you cannot re-establish the connection, contact your client and make a new appointment.

  • > The hearing aid(s) seem broken and the client can no longer use the hearing aid(s)

    Please ask your client to:

     

    • Ensure Bluetooth is enabled

     

    • Ensure the hearing aid(s) have full battery levels. Ensure new batteries are inserted. If rechargeable: Ensure hearing aid(s) are fully charged

     

    • Ensure the hearing aid(s) (if applicable, both L and R) are paired with iPad or iPhone

     

    • Restart Oticon RemoteCare app again. Go to “Connect your hearing aid(s)”

     

    • If recovery mode initiates in the app, follow the guidance in the app

     

    If the hearing aid(s) still seems broken and client can no longer use the hearing aid(s), then the standard warranty and return policy for hearing aid(s) applies.