First, make sure the hearing aids are not clogged which will prevent streaming audio from being heard. If the hearing aid is amplifying your environmental sounds normally and it's just the streaming audio that is no longer coming through, follow the steps for unpairing and repairing in the appropriate section above.

Try to force close the app.

For iPhones, this involves using the gesture to reveal previously opened apps and swiping the Widex app away. See this Apple article for specific steps on how to accomplish that: https://support.apple.com/en-us/109359.

For Android phones, go to the phone Settings > Apps > Widex app > and choose to Force stop.

Reboot the phone> reopen the app and see if the Bluetooth connection establishes itself again.  

If the issue still persists, check the Bluetooth permissions in the phone settings. You could try unpairing and repairing your hearing aids to the phone's Bluetooth. Open the app and test the connection. 

If the app continues to fail the Bluetooth setup, uninstall and reinstall the app. After reinstallation, open the app, and test the connection to the hearing aids.

For iPhone:

• Ensure Play Ringtones is turned ON. Go to Phone's settings> Accessibility> Hearing devices>ensure 'play ringtones' is turned ON.
• Go to the phone's Settings > Sounds & Haptics > increase the slider for Ringer and Alerts.

Android ASHA streaming:

Go to the phone's Volume menu (e.g. Settings > Sounds and vibration > Volume) and make sure that the Media slider is increased to an adequate level. Next, if the phone is on Sound mode, make sure the slider for the Ringtone is increased adequately. If the phone is on Vibrate, the ringtone will not stream in the hearing aids. If the phone is on Mute, the streamed ringtone level is controlled by the Media slider level and the ringtone will not play from the phone's speakers. 

Android LE Audio streaming:

The volume of the streamed ringtone is controlled by the in-call volume (i.e. how loud you hear the caller). The next time you stream a phone call, raise the in-call volume using the volume buttons on the side of the phone. This will increase the streamed ringtone volume the next time someone calls. Do note that if the slider for Ringtone in the phone's Volume menu is too low, this will effectively mute the streamed ringtone also. If the ringtone playing from the phone is too loud, we recommend using the phone in Vibrate or Mute mode.

To reroute the audio to play through the phone's speakers, use the native controls.

For iPhone, use the AirPlay option in the iOS Control Center. See the following Apple article on how to open the Control Center: https://support.apple.com/en-us/108330
When the Control Center is open, tap on the AirPlay icon in the top right of the media box (box containing the rewind, play/pause, fast forward buttons). The icon may look like a triangle with lines coming out, an ear, or a speaker with a Bluetooth symbol. Tapping on this icon reveals a list of audio output destinations. Select the iPhone to output audio through the phone's speakers.

For Android, swipe down from the top (sometimes top right corner) of the phone screen to pull down the Quick Settings menu. Look for a Media output option. If there is one, tap on it and use it to select the destination for audio output. If there is no Media output option, look for a notification card belonging to the app that is streaming audio (e.g. Spotify). There should be a button within the card that indicates where the app is currently outputting audio (e.g. the hearing aids). Tap on it and select the phone to play the audio from the phone speakers.

When you are done sharing the audio through the phone speakers, use the same workflow to switch the audio routing back to the hearing aids.

If you have Widex Allure devices: Open the Widex Allure app while streaming audio. Adjust Phone volume vs surrounding volume to your preference. Also, you can tap "Adjust sound" and then adjust "Equalizer" via sliders for bass, middle, and treble frequency ranges. You can also use the buttons for more speech, more clarity, less sharp, and less echo, which will adjust the equalizer automatically.

If you have Widex Moment devices: Open the Widex Moment app while streaming audio.  Tap the (search for image of the buttons in the app) and (image).  You can adjust "Equalizer" via sliders for bass, middle, and treble frequency ranges. You can also use the buttons for more speech, more clarity, less sharp, and less echo, which will adjust the equalizer automatically. Alternatively, you can also access sound mixer to adjust for more surrounding vs more streaming. 

If these adjustments do not work for you, please contact your hearing care provider for further adjustments.                                                                                                                                                                                                                                                                                                                                                                            

Handsfree 2-way calling is currently available for Widex Allure RIC R D and compatible iPhone models. For Widex Moment and Magnify, handsfree calling can be achieved via a Bluetooth accessory like Widex Sound Assist or Com-Dex. As per Low Energy Bluetooth protocol, in general, Bluetooth audio performance may be affected when the mobile device is placed in a pocket, as physical obstructions and body proximity can interfere with the signal transmission. 

It's possible that the phone call is being handled through the HandsFree feature of the hearing aids where the hearing aid microphones are picking up your voice. Therefore, it's also possible that the hearing aid microphones are picking up too much background sound. Here are a few options to try:

iPhone:

If HandsFree is being used, it can be turned off through the iPhone. When you are not on a call, access the MFi Hearing Devices shortcut menu by triple clicking the Side button (or Home button if supported) of the iPhone. If you see the hearing aids listed but there aren't more options underneath the hearing aids, tap on the listing to expand the menu. Scroll down and find the option for Mic Input. Turn Mic Input off. Now, instead of the hearing aid microphones picking up your voice, the iPhone microphone will. The iPhone microphone has more advanced features for filtering out background noise for voice detection during phone calls.

iOS device:

Go to Settings > Accessibility > Hearing Devices > Call Audio Routing > change either Call Audio or Media Audio to Never Hearing Devices. When set to Never, by default, the iPhone will not stream that specific type of audio to the hearing aids although the hearing aids can still be manually selected through the user interface of the phone (e.g. the Call screen or Control Center).

Android:

There is no method to have the phone default away from the hearing aids the phone's user interface can be used to switch audio routing away from the hearing aids (e.g. buttons on the Call screen or the pull-down menu for media audio routing - see FAQ above regarding sharing audio with others).