Quick Setup for the CRE-C20 Self-fitting OTC hearing aids

Open the box and remove the contents

Your new CRE-C20 hearing aids come with the following items:

Two hearing aids (left and right) with sleeve (size S) attached

Charging case and USB cable

Closed sleeves (size XS, M, and L) and wax guard kit

Cleaning brush and cloth

Watch the unboxing video

Wearing the hearing aids

1. Check that you have the correct hearing aid positioned for each ear before inserting them.
   
   Note: Use L for your left ear and R for your right ear.
   
2. Gently push the hearing aid into the ear canal until it fits snuggly.
   
   
   Note: To remove the hearing aids, grab the clear removal cord attached to the hearing aid and gently pull it out of your ear canal.

How to insert, fit, and remove the hearing aids

Find the correct sleeve size

Hint: Your hearing aid will arrive with size S (small) sleeves attached. If these aren’t comfortable, you can switch to one of the other three sizes provided (XS, M, L). Choose a smaller size if the hearing aid is pressing on your ear or a larger size if the hearing aid feels loose or makes a whistling noise. Also, your left and right ears may be slightly different sizes, so feel free to use different-sized sleeves in each ear.

1. Grasp and remove the sleeves.
   
2. Position the tab on the sleeve on the outside of the hearing aid, then press it onto the hearing aid.
   
3. Push your thumb on the tip of the sleeve and wiggle or pull gently to ensure it’s attached firmly. The sleeve must be pushed all the way down onto the hearing aid.
   
   Note: The white part of the hearing aid (the wax guard) should be visible through the hole in the sleeve, indicating that the sleeve and hearing aid are attached correctly.

Change the soft ear tips and clean your CRE-C20 Self-fitting Hearing Aids

To pair your hearing aids, you will need to download the Sony | Hearing Control app. Please note that the hearing aids only remain in pairing mode for 90 seconds, so you must keep them in the case until instructed to remove them during the on-screen setup.

Watch the pairing video

I don't hear the beeps during set-up, what should I do?

Let's first explain how the phone communicates with the hearing aids. The phone sends a high pitch sound to the hearing aids. This sound contains data and tells the hearing aids what to do. Most of us can't hear this sound, but it's important that the sound is physically coming out of your phone's speaker. That is why your phone needs to be unmuted, the media volume (not the ringer volume) needs to be at 75%, and external devices like smart watches, headphones and speakers should be turned off. The app instructions cover this step by step.

Here are the most common reasons that beeps are not heard during set-up:

• The "media" volume is not at 75%: The phone's media volume needs to be at 75%. Media volume is not the same as ringer volume. Media volume is the loudness level of music and videos on your phone. The media volume is not always controlled by the buttons on the side of your phone. You can play a song or video clip on your phone to test that sound is indeed coming from the phone's speaker at 75% media volume. You should be able to hear this test clip loud and clear. While playing the test audio, the buttons on the side of your phone will typically adjust the media volume to go louder or softer.
• The phone is muted:
  • The phone needs to be unmuted for set-up:
    • iPhone: flip the little switch on the side of your phone so that no orange is showing. This will place your phone in ringer mode which means the phone is unmuted.
    • Android: Make sure the media volume slider is not turned down all the way. The volume slider needs to be on 75% media volume (unmuted). The location of this will vary depending on the model of android.
    • iPad: depending on the model there will either be a switch on the side of the ipad (flip this switch no orange is showing) or there will be a bell icon in the control center of the ipad that acts as a mute/unmute.
• Smart watch (or other Bluetooth device) interference: Bluetooth devices can interfere with the sound needed for programming. Sound can be routed to the Bluetooth devices instead of the phone's speaker. To prevent this, turn off external Bluetooth devices. Once the devices are turned off, you can check the Bluetooth menu of your phone to verify they are not connected. All Bluetooth devices should say 'not connected.' We recommend turning off Bluetooth devices rather than unpairing them, and here's why: many smartwatches connect to your phone via Bluetooth and Wi-Fi, so it's best to power down a watch so it doesn't interrupt setup through Bluetooth or Wi-Fi. It could still interfere via Wi-Fi if you only unpair it from the Bluetooth menu.
• App interference: It isn't uncommon for your phone to have numerous apps running in the background, often without your knowledge. Some of these apps might interfere with the sound necessary for programming. To avoid this, it's crucial to close all background apps, including the Sony | Hearing Control app, and then restart the application.
• Low battery: The battery is losing power. Make sure you have a fully charged battery. If the battery is low, the hearing aids won’t connect.
• Poor internet connection: A strong Wi-Fi or cellular data connection is necessary for setup. A spotty internet connection will disrupt the setup process.

Please contact our friendly and knowledgeable OTC hearing aids support team for assistance.