The TV Play might be plugged into the headphone jack, which often disables the TV's built-in speakers.

Connect to the TV's RCA audio output

If the TV Play is plugged into the TV's headphone jack, unplug it and use the RCA (red/white) audio output ports instead (ports will be labelled 'Audio out' on the TV). An RCA (red/white) to 3.5mm stereo cable is included with the TV Play.

Use a digital optical audio output

It is recommended to always use the digital audio output on the TV for connecting the TV Play. If available (port is labelled 'Digital audio out (optical)' or 'Audio out (optical)' on the TV, use the supplied optical (toslink) cable to connect the TV Play. Unplug the analog cable if it's still plugged into the TV Play and the TV. Consult with the TV's user manual or manufacturer for assistance with locating the optical audio out port. 

Change your TV's audio settings

Go to your TV's audio settings and enable the option for the TV speakers to be used simultaneously with external audio outputs

The TV is not set to output sound through the optical out connector.
Go to your TV's sound settings and ensure the audio output is set to Digital Audio Out or Optical. 
This option is often located under Advanced Settings or Sound > Output Settings, depending on the TV model.
If still having trouble finding the correct settings, consult with the TV's user manual or contact the TV manufacturer's support team.

It is possible that the red/white RCA ports on the back of the TV are Inputs instead of a dedicated Audio output. The ports on the back of the TV should be labelled as a group. Make sure the red and white ports being used are labelled as 'Audio out' and not grouped with any other RCA ports with different colours (e.g. yellow, green, blue).

If there are no red/white RCA ports labelled 'Audio out', try looking for a port labelled 'Audio out (optical)' or 'Digital audio out (optical)'. If located, use the supplied optical (toslink) cable instead. 

If there is no optical output, try looking for a headphone jack. If located, you can use a 3.5mm to 3.5mm stereo cable (not included) to connect the TV Sound to that port. Do note that this will mute the TV speakers.

If no audio outputs can be found, consult with the TV's user manual or the TV manufacturer's support team for assistance locating audio output options.

The device is overheating.

Keep the device out of direct sunlight. Avoid placing the TV Play near windows or in sunlit areas.
Do not place it in a closed drawer or cabinet. Ensure proper ventilation by keeping the device in an open space with airflow.

Avoid placing it near heat sources. Keep it away from TV heat vents, gaming consoles, or other electronics that generate heat.

Please try the following:

• Pair the device and your hearing aids
• Change the setting of the Bluetooth protocol switch on the back of the device
• Check that the device is properly connected to the TV
• Turn the audio source on 
• Change the hearing aid batteries, or charge the hearing aids 
• Select the TV PLAY program on the App 
• Turn up the volume on the App

The TV Sound or streaming device is placed in a drawer, behind a wall, or blocked by objects.

Place the TV Sound in clear line of sight. Make sure there are no physical obstructions between your hearing aids and the device.

Move closer to the TV Sound

Stay within the recommended wireless range (typically up to 10 meters / 30 feet).

Avoid areas with heavy wireless interference

Move the TV Sound away from other electronic devices that might interfere with the signal.

Make sure the audio cables are plugged in tightly and not damaged

If using the analog RCA to 3.5mm cable, make sure both ends are plugged in tightly. Try to unplug and replug them to reseat the connection. If using the optical (toslink) cable, ensure the cable is not kinked. Unplug the cable and swap ends to reverse and reseat the connections (ends are identical). 

When using the optical connection, the TV Play's analog input turns into an optical output to connect other audio devices to. If a soundbar is plugged into the TV's optical audio port already, unplug the soundbar's optical cable from the TV and the soundbar. Plug the TV Play into that same port using the supplied optical (toslink) cable. To connect the soundbar to the TV Play, a minitoslink to toslink cable is needed (not included). Once acquired, the minitoslink side will plug into the TV Play's analog port (purple port). The other end of the cable will be a regular optical (toslink) plug and will plug into the soundbar's optical port. Now both the TV Play and soundbar will receive the TV's audio signal.