Personalisation Troubleshooting—NuraTrue Pro

• Ensure you have correctly fitted your NuraTrue Pro. For instructions on how to do this, see our Fitting Your NuraTrue Pro article here.
  
• Make sure your NuraTrue Pro is sitting securely in your ears, remove any accessories which sit near your ears and if you have long hair then tie it back.
  
• Check there are no obstructions blocking the mesh (e.g. wax build-up or packaging remnants). Any blockages will impact the ability of your NuraTrue Pro to detect your hearing.
  
• Ensure the infrared (IR) sensor is not dirty or obstructed. The IR sensor is the small circle near the base of the sound channel. 
  
• Make sure you’re in a quiet place, sit still, and try not to talk during personalisation.
  
• Check you have a stable internet and Bluetooth connection.
  
• Check your mobile device and the Nura app have been updated to the latest version.
  
  

Further Troubleshooting

1. Forget your NuraTrue Pro from your device's Bluetooth settings, and pair again.
   
   
2. Reset the device you are trying to connect to.
   
   
3. Delete and reinstall the Nura app.
   
   
4. Reset your NuraTrue Pro. You can find our NuraTrue Pro Reset article here.
   
   
5. Clean your NuraTrue Pro. You can find our Cleaning Your NuraTrue Pro article here.