Baha® Smart App: Remote Assist

Remote Assist – login required

Part of Cochlear’s Remote Care program*, Remote Assist allows you to have live video appointments with your hearing health professional via the Baha Smart App. Your clinician can remotely program or adjust your compatible sound processor without you having to visit the clinic.

Please note that Remote Assist is not available in all countries. If Remote Assist is already available to you, it will appear as an option in the main menu after you have logged in.

For Remote Assist to be enabled, your Cochlear account needs to be linked to your clinic. This is either done as part of registering your sound processor, or by navigating to Account & Devices in the main menu and tapping on ‘Clinic Association’.

Before your Remote Assist session

We recommend you find a quiet, well-lit, and comfortable location where you can sit for the duration of the Remote Assist session. And if the purpose of the session is to adjust your sound processor, we recommend having objects that can generate sounds nearby, such as keys, paper, etc.

Prior to a scheduled Remote Assist session go to Remote Assist via the main menu, tap ‘Next’ in the introductory screen and read through the pre-session checklist.

From the checklist screen, tap ‘Next’ to go to a preview screen where you can make sure that audio and video are working correctly.

To take part in a Remote Assist session, you will need to allow the app to access your camera and microphone.

• Insert a fresh battery in your sound processor so it lasts throughout the session.
• Charge your smartphone, or connect it to its charger, so that it is powered throughout the session.
• Connect your sound processor to your Baha Smart App so your hearing health professional can connect to and adjust it.
• Ensure your smartphone internet connection is strong and stable so the connection doesn’t break during the session.

Joining and participating in a Remote Assist session

Your hearing care professional will initiate the Remote Assist session and your phone will ring you as for any other video call. Answer the call as you normally would and accept any permission requests that might appear.

When you answer the call, the session will open in video view. There are options to turn audio or camera off or on, and to switch over to chat view.

During the session…

… you might be asked by your hearing care professional to restart your sound processor. This is to ensure they can establish a secure connection to program your device.
… the app will prompt you to grant permission for your hearing care professional to connect to your sound processor. If you deny this request, they will not be able to proceed to program or adjust it.
… the app will present status messages at the top of the screen so you are aware of what is happening.

Connection support

If the connection is lost during your Remote Assist session, restart your sound processor and allow the app to reconnect to it. Your sound processor will revert to the adjustments and settings it had prior to the session, unless your hearing health professional saved them to your sound processor.