1. < Hearing Loss

Cochlear smart app problems

Posted by richardn @richardn, Nov 5, 2022

Hello all.
I’m new to this site.
New to Cochlear implant.
New to the Cochlear smart app.
I just had cochlear implant surgery on 10/20/22 in Phoenix I was activated the next day because I live in Santa Fe. I downloaded the Cochlear smart app today and really messed up my settings.
Somehow I turned on background noise of water falling and I can’t find where to turn it off.
Also I selected “Return Settings to Clinicians Setting” and it really ruined the fidelity of the device.
Any advice would be greatly appreciated. I can’t use it the way it is.
Thank you, Richard

Interested in more discussions like this? Go to the Hearing Loss Support Group.

nottmkid | @nottmkid | Nov 6, 2022

Hi Richard, sorry to hear that you have problems with the app. My first concern is that you may have access to setting which should have not been applied until about a month after the install of you device. Is your device the Osia? If so I can try to assist, see photo below.
REPLY
1 reply
Mentor
Julie, Volunteer Mentor | @julieo4 | Nov 7, 2022

@richard1 What type of cochlear implant do you have? It's unusual to have the external device activated so quickly after surgery, but that is being done in some instances. Many of us with cochlear implants waited 2-6 weeks for activation to allow healing.

I was implanted in 2005, so consider myself a 'long timer'. I know a lot of things have changed. Changes include telehealth appointments and self-programming. These external devices are highly complex tiny computers that are technically over the heads of a lot of us.

The larger CI implant centers in my state have started to train select audiology groups in other areas to provide support. This has been extremely helpful to many people, especially to seniors.

Is there an audiology group in Sante Fe that might be able to help you?

REPLY
1 reply
richardn | @richardn | Nov 7, 2022
In reply to @nottmkid "Hi Richard, sorry to hear that you have problems with the app. My first concern is..." + (show)
@nottmkid

Hi Richard, sorry to hear that you have problems with the app. My first concern is that you may have access to setting which should have not been applied until about a month after the install of you device. Is your device the Osia? If so I can try to assist, see photo below.

Jump to this post

Hello
Thank you for the reply. I believe my processor is the Nucleus 7.
I have resolved the problem by deleting the app, powering down my phone, powering up my phone and finally downloading the app again.
That seemed to get me back to where I was.

REPLY
1 reply
richardn | @richardn | Nov 7, 2022
In reply to @julieo4 "@richard1 What type of cochlear implant do you have? It's unusual to have the external device..." + (show)
@julieo4

@richard1 What type of cochlear implant do you have? It's unusual to have the external device activated so quickly after surgery, but that is being done in some instances. Many of us with cochlear implants waited 2-6 weeks for activation to allow healing.

I was implanted in 2005, so consider myself a 'long timer'. I know a lot of things have changed. Changes include telehealth appointments and self-programming. These external devices are highly complex tiny computers that are technically over the heads of a lot of us.

The larger CI implant centers in my state have started to train select audiology groups in other areas to provide support. This has been extremely helpful to many people, especially to seniors.

Is there an audiology group in Sante Fe that might be able to help you?

Jump to this post

Hello Julie
I was able to resolve my problem. I’m back online now. It’s now day 17 and I hear great things are ahead. 😀
Even in the 2nd week I was better off than I was before surgery. I can hear the ravens caw and the wind thru the pine needles.
I’ll continue for awhile to catch a flight to Phoenix so I can continue to see audiologist Sarah Holbert and her doctoral fellow Sarah Kingsbury. What an amazing team they are!
There is an audiology group in Albuquerque an hour south at the UNM campus that works alongside ENTs that perform cochlear implants. I assume I will transfer there at some point.

REPLY
1 reply
Mentor
Julie, Volunteer Mentor | @julieo4 | Nov 8, 2022
In reply to @richardn "Hello Julie I was able to resolve my problem. I’m back online now. It’s now day..." + (show)
@richardn

Hello Julie
I was able to resolve my problem. I’m back online now. It’s now day 17 and I hear great things are ahead. 😀
Even in the 2nd week I was better off than I was before surgery. I can hear the ravens caw and the wind thru the pine needles.
I’ll continue for awhile to catch a flight to Phoenix so I can continue to see audiologist Sarah Holbert and her doctoral fellow Sarah Kingsbury. What an amazing team they are!
There is an audiology group in Albuquerque an hour south at the UNM campus that works alongside ENTs that perform cochlear implants. I assume I will transfer there at some point.

Jump to this post

@richard1 That sounds great! So glad you're back in sync with your CI.

We are so fortunate to have this kind of technology available to us. Having faith in your audiology group is important. Many more people are going the CI route now. Clinics are going to have to find ways to accommodate us.

Good Luck!

REPLY
nottmkid | @nottmkid | Nov 8, 2022
In reply to @richardn "Hello Thank you for the reply. I believe my processor is the Nucleus 7. I have..." + (show)
@richardn

Hello
Thank you for the reply. I believe my processor is the Nucleus 7.
I have resolved the problem by deleting the app, powering down my phone, powering up my phone and finally downloading the app again.
That seemed to get me back to where I was.

Jump to this post

Happy to hear you have resolved your issues.
Chris

REPLY
lmayo | @lmayo | Nov 13, 2022

Hi Richard, you seem to have stumbled on the same "fix" I found when I had to replace my Osia 2 processor. The hearing tech could not get my app to work with the new processor. She sent me home with instructions to contact Cochlear, but when I got home, I did the same thing you did...remove the app, download the app, and restart the phone. It works.

REPLY
1 reply
richardn | @richardn | Nov 14, 2022
In reply to @lmayo "Hi Richard, you seem to have stumbled on the same "fix" I found when I had..." + (show)
@lmayo

Hi Richard, you seem to have stumbled on the same "fix" I found when I had to replace my Osia 2 processor. The hearing tech could not get my app to work with the new processor. She sent me home with instructions to contact Cochlear, but when I got home, I did the same thing you did...remove the app, download the app, and restart the phone. It works.

Jump to this post

Yes that ‘reset’ did work. I’ve been using the app now for a week with no problems.
I had contacted Cochlear via their email hotline but it was on a Saturday. I tried the ‘reset’ from past experience with computers and such and it worked. I heard back from Cochlear on Monday and that’s the exact direction I was was given.
I’m glad that worked for you also!

REPLY
Please sign in or register to post a reply.