Article ID : 00296420 / Last Modified : 12/10/2024Print

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: The microphone's single hole is above the battery compartment

      CRE-C10

      CRE_E10: Each hearing aid has two small microphone holes located on the flat side.

      CRE-E10

      CRE-C20: The microphone's single hole is located above the pull cord

      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.
    5. If the cleaning works, great! If not, replace the sleeve with a new one.

    Note: For the best sound quality, we suggest changing the sleeves and wax guards at the same time.
     

    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:

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