Reconnecting ReSound Smart 3D app with Apple device after iOS 15.4 update

If you have installed iOS 15.4 and having trouble connecting to your ReSound Smart 3D app, follow these instructions to reconnect.

UPDATE: Apple releases iOS 15.4.1 to fix hearing aid compatibility issues

If you are having trouble connecting your ReSound Smart 3D app to your iPhone after updating to iOS 15.4, we recommend that you install the most recent iOS version 15.4.1 that was released on Thursday, March 31st AND reconnect your hearing aids to your phones using directs below. This update will resolve the issue occurring in iOS version 15.4 until an app update is available.

For more details on the update, please refer to Apple’s documentation here: https://support.apple.com/en-us/HT212788

With the most recent update to iOS 15.4, some hearing aid users may experience an issue with their ReSound Smart 3D app connecting with their smartphone after it has been updated.

Working with Apple, our initial investigations indicate that the iOS 15.4 update could possibly break the established connection between the device and the app, resulting in a black screen that prompts user to pair hearing aids again.

If you have already installed iOS 15.4 and are having trouble connecting to your ReSound Smart 3D app, you should be able to fix this with a reconnection of your hearing aids to your Apple device.

Here are the steps to reestablish the connection between the hearing aids and your app.
You should only have to do this once.

  • Unpair the hearing aids in iOS settings with the ReSound Smart 3D app still open and running in the background.
    • On your iPhone, go to Settings > Accessibility > Hearing Devices.
    • Tap on your name/model of the hearing aids – tap “Forget this device” and confirm by tapping “Forget” again.
    • Your iPhone should now be searching. Open your hearing aid battery doors OR place them in the charger if you are using rechargeable hearing aids.  
  • Re-pair your hearing aids with ReSound Smart 3D app still open and running the background.
    • Stay in or go back to Settings > Accessibility > Hearing Devices
    • Close your hearing aid battery doors OR remove them from the charger if using rechargeable hearing aids.
    • Tap on your model of hearing aids when they appear. 
    • Accept all pairing requests. 
  • Go back to the ReSound Smart 3D app and complete the pairing process as prompted within the app. 

Please contact our Consumer Tech Support Team at 1-888-735-4327 and choose Option #1 with any additional questions or if you need help with reconnecting to your device.

We’re sorry for any inconvenience this has caused. We continue to actively work with Apple to resolve this issue as soon as possible. If we determine an app update is needed, you will receive a notice via your device to update your ReSound Smart 3D app.

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30 thoughts on “Reconnecting ReSound Smart 3D app with Apple device after iOS 15.4 update”

  1. The app keeps trying to pair with either my right hearing aid or both. Only my left is wifi. I cannot get my left aid paired.

    1. Hi Janet. Thank you for reaching out to us. We recommend trying the following steps:

      On your iPhone, go to settings – accessibility – hearing devices – tap on your name/model of hearing aids – tap “forget this device” and confirm by taping “forget” again – Your iPhone should now be searching – Open your hearing aid battery doors or place them in the charger if you are using rechargeable hearing aids. Turn Bluetooth off on your iPhone (from within the settings menu) and reboot the iPhone.

      Once the iPhone has rebooted, turn Bluetooth back on and go back to settings – accessibility – hearing devices – Close your hearing aid battery doors or remove them from the charger if using rechargeable hearing aids – tap on your name/GN/model of hearing aids when they appear – accept all pairing requests.

      Then, return to the home page of your phone and hold down on the icon for your app until it comes up with an option to remove the app. Tap on remove, then tap on delete app. After that, you can go to the App Store to search for the app and reinstall it. The app will then walk you through the instructions to reconnect.

      Hope this helps. Please contact our Customer Technical Support Team at 888-735-4327 and choose option #1 with any questions you may have. Thank you so much!

  2. “If we determine an app update is needed, you will receive a notice via your device to update your ReSound Smart 3D app.”
    Yes, you will need to issue an update. iOS 15.4 on iPhone SE 2022 and the current version of the app lose connection. Have to redo this almost every day. The hearing aids are still attached to the iPhone but the app doesn’t know (or ‘forgets’).

    1. Hi Frank. Thank you for reaching out to us. Apple has recently released an update for iOS 15.4.1. Within the notes, for the update, Apple indicated that the update provides a bug fix for ” Made for iPhone hearing devices […] los[ing] connection within some third-party apps”. What was happening for many on iOS 15.4, was that the ReSound app was not always able to see the connection between the hearing aids and the phone in settings.

      We would recommend installing the iOS 15.4.1 update and then trying the following.

      On your iPhone, go to settings – accessibility – hearing devices – tap on your name/model of hearing aids – tap “forget this device” and confirm by taping “forget” again – Your iPhone should now be searching – Open your hearing aid battery doors or place them in the charger if you are using rechargeable hearing aids. Turn Bluetooth off on your iPhone (from within the settings menu) and reboot the iPhone.

      Once the iPhone has rebooted, turn Bluetooth back on and go back to settings – accessibility – hearing devices – Close your hearing aid battery doors or remove them from the charger if using rechargeable hearing aids – tap on your name/GN/model of hearing aids when they appear – accept all pairing requests.

      Once the hearing aids have been re-paired, try to completely close the app out by swiping it away and then relaunch it to allow it to import the information from the fresh pairing.

      Please contact the Customer Technical Support team at 888-735-4327 and choose option #1 with any questions you may have. They’d like to help. Thank you so much!

  3. I am having trouble with my ResoundOne devices constantly losing connection to my phone after the iOS 15.4 update. About 75% of the time when I open the Smart 3D app, the devices are showing disconnected.

    This is translating into things like being able to hear but not speak on calls unless I first open the Smart 3D app and wait for reconnection before answering. And this means I am often missing calls waiting for the connection.

    1. Hi Mike. Thank you for reaching out to us regarding the iOS 15.4 update. Apple has recently released an update for iOS 15.4.1. Within the notes, for the update, Apple indicated that the update provides a bug fix for ” Made for iPhone hearing devices […] los[ing] connection within some third-party apps”. What was happening for many on iOS 15.4, was that the ReSound app was not always able to see the connection between the hearing aids and the phone in settings.

      We would recommend installing the iOS 15.4.1 update and then trying the following. On your iPhone, go to settings – accessibility – hearing devices – tap on your name/model of hearing aids – tap “forget this device” and confirm by taping “forget” again – Your iPhone should now be searching – Open your hearing aid battery doors or place them in the charger if you are using rechargeable hearing aids. Turn Bluetooth off on your iPhone (from within the settings menu) and reboot the iPhone.

      Once the iPhone has rebooted, turn Bluetooth back on and go back to settings – accessibility – hearing devices – Close your hearing aid battery doors or remove them from the charger if using rechargeable hearing aids – tap on your name/GN/model of hearing aids when they appear – accept all pairing requests.

      Once the hearing aids have been re-paired, try to completely close the app out by swiping it away and then relaunch it to allow it to import the information from the fresh pairing.

      Please reach out to the Customer Technical Support team at 888-735-4327 and choose option #1 with any questions you may have. They’d like to help. Thank you so much!

    1. Hi Melvin. Thank you for reaching out to us. We’re sorry to hear that. We want to help. To better assist, we would like to receive some more information about your hearing aids and phone. Can you please send us a direct message via social media or an email with your name, email and/or phone number, what type of phone we are working with (i.e. iPhone or Android), the model number and software version of the phone, and the model number of your hearing aids?

      If you have an iPhone, you can locate the model number of an iPhone under Settings > General > About > Model Number. If you have an Android phone, you can usually find that under Settings > About Phone > Model Number. Also, in the About sections, the Software Version the phone is running should be listed. If you have an iPhone, could you please also look for the Model Number of your hearing aids under Settings > Accessibility > Hearing Devices? Otherwise, you may also find the Model Number on the box the hearing aids came in. You can look for a sticker on that box. On that sticker, there will be a line of text starting with the letters HI, and after that will be the model number.

      You can email us directly at: consumerhelp@gnresound.com. Please also feel free to contact our Customer Technical Support team at 888-735-4327 and choose option #1 with any questions you may have. They’d like to help. Thank you so much!

  4. I really wish it was easier to get support and contact the company without everything being routed through an audiologist. All of the help articles on this website are basically PDFs–it feels more like an advertising agency than a software/hardware company. There’s no discussion board I can find, no way to send feedback about the Sound 3D app. Just a sterile page that has little information.

    So I guess I’ll just throw my feature update suggestion into the void here: You have the ability to attach sound profiles to geographic locations, but I don’t find that useful. It’s not locations but situations that dictate profiles. When I am home, I might need an outside profile if outside, for example.

    More useful would be to tie profiles to other inputs, such as when my phone connects to my car’s bluetooth. I need a separate hearing profile for the car, but I can’t tag that with a location beacon. If we could, however, change profiles using iOS shortcuts, I could tell my hearing aids to change profiles when I am driving. That would be amazing.

    Anyway, would be terrific if there was some kind of mechanic for interacting with Resound. It feels like they are sealed away from customers. You’re getting a new generation of hearing aid users who have different expectations for having access to manufacturers. I think it’s time time to modernize your customer communication strategy.

    1. Hi Michael. Thank you for reaching out to us. We really appreciate your feedback. We place people at the heart of everything we do. Your input will be shared with our product development colleagues for future updates. Please contact our Customer Technical Support team at 888-735-4327 and choose option #1 with any questions you may have. They’d like to help. Thank you so much!

      1. I do appreciate the response but the three week delay only underscores the issue I am talking about here. Your customers are invested in this product succeeding after spending so much money on them. We are a valuable resource that needs to be tapped.

      2. Another suggestion, as there appears to be no other way to contact you with these:

        Allow us to set different icons for our favorite sound settings rather than them all being a star. I can’t tell which is which at a glance since they don’t have text labels unless you interact with them.

  5. Again I have to reconnect although in fact the hearing aids ARE connected and can be managed via the native iOS commands

    This is clearly a problem with your app and really needs fixing very soon please

    I have to forget the hearing aids each time to be allowed by the app to reconnect

    It is not the quality I expect from a set of hearing aids which have cost so much to buy

    Please take action in this soon

    1. Hi Frank. Thank you for reaching out to us. We are sorry to hear about these issues. Can you please confirm if you have updated to iOS 15.4.1? Please contact our Customer Technical Support Team at 888-735-4327 and choose option #1 with any other questions you may have. Thank you so much!

      1. I can verify that a visit to my audiologist for adjustments broke the connection to my app and I had to fully uninstall and reinstall from scratch.

      2. Hi Michael. Thank you for reaching out to us. iOS updates, carrier settings changes, hearing aid firmware updates, or hearing aid settings all carry the possibility of initially disconnecting the hearing aids. This is generally resolved with a basic reconnection of your hearing aids to your mobile device. Here are the steps to reestablish a proper connection:

        1. On your mobile device, tap Settings > Accessibility > Hearing Devices > Your name/model of hearing aids > Forget this device. Confirm when prompted by tapping Forget again.
        2. Open your hearing aid battery doors. If you have rechargeable hearing aids, place them in the charger.
        3. Wait about 5 seconds.
        4. Close the battery doors or remove them from your hearing aid charger.
        5. Once your device has found your hearing aids, tap on your name/model of hearing aids. When prompted, tap Accept to all pairing requests.

        After you have re-paired the hearing aids, you will want to completely close the app out by swiping it away and then relaunch the app to allow it to import the information from the hearing aids. Please contact the Customer Technical Support team at 888-735-4327 and choose option #1 with any questions you may have. Thank you so much!

  6. After the latest iPhone update they will no longer pair with my GN Dolby TV Streamer -2 no matter what I try. I am extremely frustrated.

    1. Hi Catherine. Thank you for reaching out to us. We are so sorry to hear that. We recommend the following steps to help re-pair the GN Dolby TV Streamer -2:

      1. Unplug the power cable from the back of the TV Streamer.
      2. Turn Bluetooth off in the settings of the iPhone.
      3. Plug back in the power cable on the back of the TV Streamer.
      4. Open the battery doors on the hearing aids or place them in their charging case if they’re rechargeable.
      5. Click and release the pairing button on the back of the TV Streamer (on the left side of the unit as you look at the back).
      6. The orange light on the front of the TV Streamer will then blink. Then, immediately close the battery doors on the hearing aids or take them out of their charger, if they’re rechargeable (the pairing window lasts for 20 seconds.)
      7. Turn Bluetooth back on the iPhone and test the TV Streamer once more.

      We want to ensure that you are getting a solid orange light whenever the television is on and playing something. If the orange light is not showing up, that would point to an issue with the audio signal between the television and the TV Streamer. Are you also hearing a musical trill sound when selecting the TV Streamer? There may be an issue with the hearing aids’ ability to pair and connect to the TV Streamer if you are getting a beep or ding sound instead of the trill.

      Have your hearing aids been updated or serviced? This may also cause connectivity and streaming issues. Please feel free to reach out to the Customer Technical Support Team at 888-248-4327 and choose option #1 with any other questions you may have. Thank you so much!

  7. BTW getting them to connect and stay connected has been an ongoing issue.
    Now they won’t connect at all.

    1. Hi Catherine. Thank you for reaching out to us. We are so sorry to hear that it has been an ongoing issue. Have you updated your phone to iOS 15.5? If not, we encourage you to complete the iOS 15.5 update and then try the following steps:

      1. Go to Settings > Accessibility > Hearing Devices > Your Name/Model of Hearing Aids > Forget This Device. Confirm when prompted by tapping Forget again.
      2. Open your hearing aid battery doors. If you have rechargeable hearing aids, place them in the charger.
      3. Wait about 5 seconds.
      4. Close the battery doors or remove them from your hearing aid charger.
      5. Once your device has found your hearing aids, tap on your Name/Model of Hearing Aids. When prompted, tap Accept to all pairing requests.
      6. Return to the app and follow the prompts on the screen to reconnect.

      Please feel free to contact the Customer Technical Support Team at 888-248-4327 and choose option #1 with any other questions you may have. Thank you so much!

    1. Hi Mike. Thank you for reaching out to us. We are so sorry to hear that. We recommend the following steps to reconnect to the ReSound Smart App:

      1. Go to Settings > Accessibility > Hearing Devices > Your Name/Model of Hearing Aids > Forget this Device. Confirm when prompted by tapping Forget again. 
      2. Open your hearing aid battery doors. If you have rechargeable hearing aids, place them in the charger. 
      3. Wait about 5 seconds.
      4. Close the battery doors or remove them from your hearing aid charger. 
      5. Once your device has found your hearing aids, tap on your Name/Model of Hearing Aids. When prompted, tap Accept to all pairing requests. 
      6. Return to the app and follow the prompts on the screen to reconnect.

      If the app still does not connect, we suggest attempting to delete and reinstall it. Please feel free to contact the Customer Technical Support Team at 888-248-4327 and choose option #1 with any other questions you may have. Thank you so much!

  8. Ben Grywacheski

    I have recently purchased the Resound ITC Bluetooth aids and when they are working they are great but they lose connectivity consistently and I have to go through the timely procedure of reconnecting, quite annoying.
    This happens quite often if I have been in my vehicle and it has connected with the phone but when I leave the vehicle it does not always reconnect with my aids.
    This is quite annoying as I never know that if my phone rings am I connected or not before answering.
    A very unstable app, at least with iPhone and yes I have the latest update 15.5.

    1. Hi Ben. Thank you for reaching out to us. We are so sorry to hear that. We recommend a fresh pairing to your iPhone to ensure the best connection. This should help improve the overall stability of the connection. We recommend trying the following steps:

      1. Go to  Settings > Accessibility > Hearing Devices > Your Name/Model of Hearing Aids > Forget this Device. Confirm when prompted by tapping  Forget  again. 
      2. Open your hearing aid battery doors. If you have rechargeable hearing aids, place them in the charger. 
      3. Wait about 5 seconds.
      4. Close the battery doors or remove them from your hearing aid charger. 
      5. Once your device has found your hearing aids, tap on your Name/Model of Hearing Aids. When prompted, tap Accept to all pairing requests. 
      6. Return to the app and follow the prompts on the screen to reconnect.

      Please feel free to contact the Customer Technical Support Team at 888-735-4327 and choose option #1 with any additional questions you may have. Thank you so much!

  9. The problems are back with iOS 15.5.
    Unless I keep the app open in the foreground, the app loses connection to my hearing aids. That means all of the location based settings changes are defunct. The process you outline exhaustively on this blog no longer resolves the issue.

    And it is inexcusable that all of my favorite presets get deleted every time I have to do this. Weeks of tweaking gone again. No way to hack them up. Just back to square one and to add insult to injury once again they won’t stay connected anyway. Endlessly frustrating.

    1. Hi. Thank you for reaching out to us. We recommend a fresh pairing to your iPhone to ensure the best connection. This should help improve the overall stability of the connection. We recommend trying the following steps:

      1. Go to  Settings > Accessibility > Hearing Devices > Your Name/Model of Hearing Aids > Forget this Device. Confirm when prompted by tapping  Forget  again. 
      2. Open your hearing aid battery doors. If you have rechargeable hearing aids, place them in the charger. 
      3. Wait about 5 seconds.
      4. Close the battery doors or remove them from your hearing aid charger. 
      5. Once your device has found your hearing aids, tap on your Name/Model of Hearing Aids. When prompted, tap Accept to all pairing requests. 
      6. Return to the app and follow the prompts on the screen to reconnect.

      Please feel free to contact the Customer Technical Support Team at 888-735-4327 and choose option #1 with any additional questions you may have. Thank you so much!

  10. Michael Kelley

    I found a workaround that helps my hearing aids stay connected to the Smart3D app. Under “More” on the bottom menu, make sure that “Optimize MiFi connection is turned OFF on your iOS device.

    As soon as I flipped that switch off, I have been able to maintain connection to my iPhone 13. Seems counterintuitive, as you’d think that would increase the reliability of the connection, but in my experience it does not.

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