A known connectivity issue exists for hearing aid users running the Android 12 OS on certain phones. Therefore, phones that cannot be updated past Android 12 may continue to face connectivity issues. This issue is not isolated to Jabra Enhance or our manufacturer but is impacting other hearing aid models and manufacturers as well. We recommend updating to Android OS 13 (or beyond, as new operating systems become available) if you can, as this will stabilize the connectivity.
How Android 12 May Impact Your Connectivity
The issue with Android 12 may affect your ability to connect or reconnect your hearing aids to your phone, which can impact your ability to control your hearing aids from your phone, receive adjustments from our Audiology team, and stream audio. Specifically, you may find that one or the other hearing aids will disconnect, and you are unable to re-establish the connection. Given this issue, Enhance Select hearing aids are not considered fully compatible with Android 12 at this time.
Below, we have provided the workaround steps that we have found to work for most of our users who are on Android 12. These steps may assist in establishing a connection between your hearing aids and your phone; however, this will not guarantee a constant connection and may need to be completed frequently.
Click the following dropdown depending on your hearing aid type:
Rechargeable Hearing Aid Models
**Note: After performing the procedure below, if you should lose connection again, simply restart your phone with your hearing aids outside of the charging case. This should restore the connection, rather than having to repeat the following steps again.
Delete the Jabra Enhance Select app from the phone by pressing and holding the app icon. Then tap “Uninstall” and then select “OK”.
Navigate to Settings > Connections > Bluetooth
Click on the small gear to the right of “Your Hearing Aids”
Click on “Unpair” in the bottom right
Restart the phone
Now go to the Google Play Store and re-download the Jabra Enhance Select app.
After the Jabra Enhance Select app finishes downloading, click “Open” and log in using your account information, then follow the prompts to pair to the Jabra Enhance Select app again. *Note: you will receive two prompts to pair & connect.
When you get to the screen asking to restart your hearing aids, do not place the hearing aids in the charger case. Instead, hold the buttons on both hearing aids (at the same time or separately) for 5 seconds and you will see the lights on each flash to confirm the hearing aids are off. Once they are both off, click “Continue” in the app.
Now when prompted by the app to remove the hearing aids from the charger case, instead hold the buttons down again for 5 seconds to turn the hearing aids on (the lights will flash to confirm) and then click “Continue” in the app.
After a brief download, the hearing aids should be connected. Click “Start” in the app and follow the remaining on-screen steps to begin using the hearing aids.
If you need assistance walking through these troubleshooting steps, as always feel free to contact us at 800-854-2772.
Battery-Operated Hearing Aid Models
**Note: After performing the procedure below, if you should lose connection again, simply restart your phone with the battery doors closed (hearing aids on). This should restore the connection, rather than having to repeat the following steps again.
Delete the Jabra Enhance Select app from the phone by pressing and holding the app icon. Then tap “Uninstall” and then select “OK”.
Navigate to Settings > Connections > Bluetooth
Click on the small gear to the right of “Your Hearing Aids”
Click on “Unpair” in the bottom right
Restart the phone
Now go to the Google Play Store and re-download the Jabra Enhance Select app.
After the Jabra Enhance Select app finishes downloading, click “Open” and log in using your account information, then follow the prompts to pair to the Jabra Enhance Select app again. *Note: you will receive two prompts to pair & connect.
When you get to the secure connection restart, please open both battery doors to turn the hearing aids off, and then click “Continue”.
When prompted to power on the hearing aids, close the battery doors (lights produce a solid light for 2 seconds) and then click “Continue”.
After a brief download, the hearing aids should be connected. Click “Start” in the app and follow the remaining on-screen steps to begin using the hearing aids.
If you need assistance walking through these troubleshooting steps, as always feel free to contact us at 800-854-2772.