Remote Fitting support for professionals

Check you have Oasis^nxt 2022.2 or later and a Remote Fitting account. You also need a webcam and microphone.

If Remote Fitting is not enabled in your Oasis^nxt software, click on the gearwheel settings icon at the top of your screen to open Preferences. Select Remote Fitting and turn on Remote Fitting. The video icon will then be shown in the toolbar.

Download Remote Fitting instructions and guides:
> Bernafon Remote Fitting guide for professionals
> Remote Fitting user preparation checklist

Sign in to Remote Fitting
Click the video icon in the toolbar to turn on Remote Fitting.
Sign in with your username or email address and password.

Enter the client’s email
Enter the email address that the client used to sign up for the Remote Fitting feature in the Bernafon App, and press Continue.

Start the visit
Click Start a visit to establish a connection with the client.

Connect to the client’s hearing aids
Click the Connect icon to detect the client’s hearing aids and connect to them.
The connection status of the hearing aids is indicated by the green connection bar.

Communicating with your client
You can choose different ways of communicating with your client in Remote Fitting communicator:
1. Talk to your client with your camera on, so you can see each other
2. Talk to your client without your camera on
3. Use the chat box to send short messages to each other

Adjusting hearing aids remotely
Change the hearing aid settings as you would normally do in Oasis^nxt.

Click Upload to send the new settings to the hearing aids. The new settings will only be activated after you end the Remote Fitting session.

If you have adjusted your client’s hearing aids, tell the client their hearing aids will restart after you end the session.

Go to End Session and click Save and Quit or Save to end the session with the client.

If you have made adjustments, their hearing aids will then restart with their new settings.

I can’t see myself in Oasis^nxt (your client can’t see you either)
Ensure you have not disabled your camera in Remote Fitting communicator.

Ensure your camera is not covered.

Ensure that no other programs that use video are running, e.g., Skype. Close such other programs and restart Oasis^nxt.

The video quality of myself is very poor
This usually relates to the quality of your webcam. If the quality is poor, consider upgrading your webcam.

This may also be due to a poor-quality Internet connection.

The video quality of my client is very poor
Either your client has an upload bandwidth that is below the recommended minimum 1 Mbit/s, or you have a download bandwidth that is below the recommended minimum 1 Mbit/s.

If the video quality is very poor, ask your client to disable video, then disable your own video and continue the visit using audio and chat.

I can only see myself, there is no video/audio stream from the client
Ensure your client has not disabled the video function in their app.

Ensure your client has allowed Bernafon App to use their camera:

• For iPhone and iPad: Go to > Settings > Bernafon App
• For Android: Go to > Settings > Apps > Permissions > Bernafon App

Additional requirements for Android:

• Ensure your client has Google Chrome enabled
• Ensure your client has the Power Saving Mode set to Off

Note: changing some settings during a visit will restart the Bernafon App, ending your connection.

I can’t hear my client
Ensure your loudspeaker volume and computer volume are not muted.

Ensure your client has allowed the Bernafon App to use their microphone

• For iPhone and iPad: Go to > Settings > Bernafon App
• For Android: Go to > Settings > Apps > Permissions > Bernafon App

Oasis^nxt cannot connect to the client’s hearing aids
1. Ensure your client has followed the guidelines for preparing for the visit, including:

• Their device’s Bluetooth should be turned on
• Their hearing aids should be paired with their device
• Their batteries should be fully charged

2. Go to the Family or Selection screen and connect the hearing aids

3. If the problem persists, you both need to restart the visit

• Client: Power off and restart the device, then open the Bernafon App and enter the appointment again
• Hearing care professional: Close Oasis^nxt and re-open it, then start the session again

Note: changing some settings during a visit will restart the Bernafon App, ending your connection.

The session suddenly ended without mutual agreement
Try to connect to the session again to make a mutual agreement with your client. If your client disconnected and you expect they will try to rejoin, wait for them to do so.

In both cases, the hearing aids are okay to be used. The settings from the last upload (or initial fitting, if you did not upload any settings) are stored in the hearing aids.

The hearing aid seem broken and the client can no longer use them
Ask your client to:

• Ensure Bluetooth is enabled
• Ensure the hearing aids have full batteries
• Ensure both hearing aids (if applicable) are paired with their mobile device
• Restart the Bernafon App and go to Connect your hearing aid(s)
• If the app initiates recovery mode, follow the guidance in the app

If the hearing aids still seem broken and the client can no longer use them, the standard warranty and return policy for the hearing aids applies.