Volume is low, or I can't hear anything through my OTC Self-fitting hearing aids

If you've previously completed the setup and the hearing aid profile check successfully, please note that the current issue is not linked to your phone or the Sony | Hearing Control app. Normally, lack of sound or low volume problems are often the result of wax build-up or a battery issue. You may be experiencing one or more of these issues:

• They sound weak or lower in volume than usual.
• There is no sound.
• They aren't amplifying.
• You hear the start-up jingle for the check battery tone, but nothing else after that.
• The hearing aids feel like an earplug.
• They aren't working or were working and all of a sudden stopped working.

To resolve the issue, please follow the steps outlined in this article and check if the issue is resolved after completing each step.

Step 1: Check the battery, microphone, and sleeves

If the battery is running low or the sleeves are clogged with wax, the sound can seem muffled or weak.

1. Check the battery:
   • For the CRE-C10: Replace the battery.
   • For the CRE-E10 and CRE-C20: Make sure the battery is fully charged.
2. Clean the microphones:
   • Gently brush around the microphones to remove any wax build-up on a daily basis.
   

   CRE-C10

   

   CRE-E10

   

   CRE-C20

3. Check for wax build-up on the outside of the sleeves:
   • Use the supplied brush or cleaning cloth to loosen wax build-up or other debris from the tiny holes at the tip of the click sleeve.
     
     Note: Refer to the Clean and maintain your Self-fitting Hearing Aids article for details. This article includes videos with helpful information on how to properly clean your hearing aids.
4. Remove the sleeves and look for wax inside it. We suggest holding the sleeve up to a light and examining the tiny holes at the tip. If the holes aren't clear, clean the sleeve and then check again for any remaining wax at the tip.
   • For the CRE-C10 or CRE-E10: View general instructions on how to remove the click sleeves.
   • For the CRE-C20: View general instructions on how to remove the sleeves.
5. If the cleaning works, great! If not, replace the sleeve with a new one.

Step 2: Check the wax guards

A blocked wax guard can stop sound from coming out of your hearing aid, which might be why it sounds weak or isn't working. To check, do the following:

• For the CRE-C10 or CRE-E10
  1. Remove the sleeve.
  2. Carefully remove the wax guard with your fingernail.
  3. Put the sleeve back on the hearing aid, and insert it in your ear.

  If you hear the sound without the wax guard, the issue is wax accumulation on the wax guard, which is normal. In this case, you need to replace the wax guards. The CRE-C10 and CRE-E10 hearing aids use Signia Connexx mini receiver wax guards.Replacements are available for purchase separately on the Hearing Shop website.

  After you receive the replacement wax guards, refer to the Replacement wax guards section in the Clean and maintain the OTC Self-fitting Hearing Aids article for steps to replace the wax guards and then check if the issue is resolved.

  IMPORTANT: It's okay to temporarily use the hearing aids without the wax guards until the new ones arrive, as the sleeves also provide filter protection, but it's important to replace them as soon as possible.

• For the CRE-C20

  Try a new wax guard. The CRE-C20 is supplied with Signia NanoCare 3.0 wax guards replacement wax guards. Follow the instructions in your product User's Guide or refer to the Replacement wax guards section in the Clean and maintain the OTC Self-fitting Hearing Aids article for steps to replace the wax guards and then check if the issue is resolved.

  Note: Additional wax guards are available for purchase separately on the Hearing Shop website.

If the issue still occurs or you need additional assistance, contact our Product Support team.