Nucleus® Smart App: Frequently Asked Questions
The Nucleus Smart App is compatible with iPhone 5s (or later) and iPod 6th generation devices (or later) running iOS 11.0 or later. It is not designed for use with other Apple devices. For compatibility information visit www.cochlear.com/compatibility.
The Nucleus Smart App can be downloaded for free from the Apple App Store. Tap the App Store icon, search for 'Nucleus Smart', and then select to download the Nucleus Smart App. Please be aware that the Nucleus Smart App may not be available in all countries, and may therefore not appear in your search.
Once you’ve downloaded and installed the Nucleus Smart App, tap ‘Demo Mode’ to start learning about the different functions and features. This allows you to explore the Nucleus Smart App, and familiarise yourself with how it works even before you have your Nucleus 7 or Kanso 2 Sound Processor.
To control your sound processor with the Nucleus Smart App, you will need to log in with your Cochlear Account details. If you do not have a Cochlear Account, you can create an account once you have downloaded the app by tapping ‘Create new account’ and following the on-screen instructions.
You can pair your compatible sound processor with up to five compatible Apple devices and have the Nucleus Smart App installed on all of them. However, you can only connect one compatible Apple device to your sound processor(s) at a time.
In demo mode, you can use the Nucleus Smart App without a connection to a compatible sound processor for demonstration purposes or just to try it out. You can enable/disable demo mode under ‘Settings’ in the Nucleus Smart App.
Yes. If you pair your compatible Apple device with your child’s sound processor, you can control and monitor the processor, which allows you to see battery status, adjust volume and change program without needing to touch the sound processor.
You may want to disable audio streaming to your child's processor so that your phone call or music does not stream to their processor. You can do this by changing the 'Audio Routing' for your hearing device, which is a setting under 'Accessibility' in your Apple device 'Settings'. When in the 'Audio Routing' settings, select 'Never Hearing Devices' for 'Call Audio' or 'Media Audio' to stop streaming calls or media. This will stop streaming to your child's sound processor but still allow control via the Nucleus Smart App.
If you are unable to adjust your sound processor(s) using the Nucleus Smart App, your compatible Apple device may not have been paired properly with your processor.
To learn more about the pairing process, watch our pairing animation. If you have successfully completed the pairing process, ensure that your device is within the recommended range, and that there is nothing causing excessive interference. If the problem persists, contact Cochlear.
In the top right of the Nucleus Smart App home screen, you will see a battery icon. This will indicate how full your sound processor battery is. Tap the battery icon to see the ‘Status’ screen which shows a more detailed view of the sound processor battery level. This screen also illustrates the sound level being delivered to your sound processor, and the sound processor status indicator. A tick indicates that your sound processor is working properly.
Double-click the Home button on your compatible Apple device to see all apps that are running. Swipe left or right to cycle through the apps and, if the Nucleus Smart App is running, you will find it among the app previews. Tap the Nucleus Smart App screen preview to return to the app and continue using it. In order to receive alerts, locate a lost sound processor and use the Hearing Tracker features, you should always have the app running on your Apple device. If you need to close the app for troubleshooting, be sure to re-open the app.
The Nucleus Smart App will only stop running if you force the app to close. You should only close the app for troubleshooting purposes as the app must be running to utilise features like Find My Processor and Hearing Tracker. To close the app, double-click the Home button on your compatible Apple device to see all apps that are running. Swipe left or right to cycle through your open apps until you find the preview of the Nucleus Smart App. Once you find the Nucleus Smart App preview screen, swipe up to close the app.
If you are still experiencing difficulties or have any other questions about the Nucleus Smart App, please contact your local Cochlear office for advice and assistance at cochlear.com/intl/contact/global-offices.
The Nucleus Smart App for Apple Watch connects to the Nucleus Smart App running on a compatible iPhone, it does not connect directly to your sound processor. The Nucleus Smart App must be running on the iPhone for the Nucleus Smart App for Apple Watch to work.
The Apple Watch uses Bluetooth® to pair to an iPhone and it is via this Bluetooth connection that the Nucleus Smart App for Apple Watch can communicate with the Nucleus Smart App.
When sound processor settings are changed on the Nucleus Smart App for Apple Watch, these settings are immediately reflected in the Nucleus Smart App on the iPhone.
The minimum compatible watchOS (the Apple Watch operating system) is version 6.
Compatibility information can be found at www.cochlear.com/compatibility
Nucleus Smart App for Apple Watch compatibility with the Nucleus Smart App is currently available in the USA and select countries only. Contact Cochlear for more information on availability.
If the iPhone loses connection to your sound processor, the Nucleus Smart App for Apple Watch will not be able to control it.
You will be prompted to open the Nucleus Smart App on your iPhone to re-establish a connection to your sound processor.
To control your sound processor from the Nucleus Smart App for Apple Watch, you must be logged in to the Nucleus Smart App.
The Nucleus Smart App for Apple Watch was launched in the USA and Latin America in September 2019.
Nucleus Smart App users in countries outside of these will not be able to use the Nucleus Smart App for Apple Watch. Availability in other markets will be subject to local product timelines.
If you have a compatible Nucleus® Sound Processor you can benefit from Remote Firmware Updates. This means that Cochlear can provide Firmware Updates directly to your sound processor, without the need for you to visit a clinic.
Remote Firmware Updates can be received via the Nucleus® Smart App. When connected to the internet, you will receive a notification through the app when a Firmware Update is available. When you accept the update, the new firmware will be downloaded in the background (without interruption to your sound processor). Once the download is complete, you will be prompted to restart your sound processor to apply the Firmware Update. (This can be performed when most convenient.) Upon successful completion of the update, you will be notified that your sound processor is now up to date. For compatibility information visit www.cochlear.com/compatibility.
When connected to the internet, you will receive a notification through the app when a Firmware Update is available for a compatible sound processor. When you accept the update, the new Firmware will be downloaded in the background (without interruption to sound processor function). Once the download is complete, you will be prompted to restart your sound processor to apply the Firmware Update. (This can be performed when most convenient.) Upon successful completion of the update, you will be notified that your sound processor is now up to date.
Please seek advice from your health professional about treatments for hearing loss. Outcomes may vary, and your health professional will advise you about the factors which could affect your outcome. Always follow the instructions for use. Not all products are available in all countries. Please contact your local Cochlear representative for product information.