Published by Cochlear Limited on Nov 17, 2023

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Why should I report an Issue with Nucleus Smart?

  1. AppContacter will directly Email your issue/feedback to an apps's customer service once you report an issue and with lots of issues reported, companies will definitely listen to you.
  2. Pulling issues faced by users like you is a good way to draw attention of Cochlear Limited to your problem using the strength of crowds.
  3. Importantly, customers can learn from other customers in case the issue is a common problem that has been solved before.
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About Nucleus Smart

1. With the Cochlear™ Nucleus® Smart App you can control your Nucleus 7 Sound Processor directly from your compatible mobile device for a personalised hearing experience.

2. To use the Nucleus Smart App, you first need to pair your Nucleus 7 Sound Processor with a compatible mobile device.

3. Compatibility: To use the Nucleus Smart App for Android, your device will need to run Android 8 or later and support Bluetooth 4. 0 and later.

4. The Nucleus Smart App only uses your GPS when it detects your Nucleus 7 Sound Processor has been lost or turned off, and does not constantly track your location.

5. Note: To access the complete functionality of the Nucleus Smart App you will need a Cochlear Account, or you can try the app in Demo Mode.

6. Audio streaming is only available on Android devices where the device manufacturer has enabled Audio Streaming for Hearing Aids (ASHA) technology.

7. Note: Continued use of GPS running in the background can dramatically decrease battery life.

8. Android, Google Play and the Google Play logo are trademarks of Google LLC.

Nucleus Smart Customer Insights

1. It works, I'm glad it's there, but it does drop connection on occasion, sometimes I have to restart my phone for it to connect, and it would be nice to have a blacklist to block certain programs that put it into streaming mode without actually playing audio.

2. Only the users truly knows what they hear.This used to work perfectly fine on my old phone but when I switched to my new one, it wouldn't connect to the processor at all until maybe the fifth time, and then afterwards when I try to connect it to the audio streaming feature it would act as if it wasn't right there next to the phone.

3. However, in the last several months I have had to uninstall and reinstall the app at least once a month or more even though the TV streamer continues to show that it is functioning however, my sound processor does not pick up TV audio.I have an N7 and Samsung 7s running Android.

4. I finally had to turn off Bluetooth on my phone just to keep a connection with the MiniMic.

5. The issues lies with how app utilize Bluetooth which is very nice when I'm streaming videos, music, etc.

6. I had a connection to a MiniMic and it kept switching back and forth between the MiniMic and the phone.

7. I've resorted to using headphones and letting the processor use that as the audio input.

8. But there still is an issue with bluetooth software within the app; sometimes whenever I would listen to something, the right or the left would get static and be out of sync, even when my S21+ is right in front of me.

9. I still use my nucleus 5 on my PC because there's no Bluetooth support and the mini mic has it's own host of complaints from me.Fabulous app when working properly.

10. However, it ALSO stream photos, chat message, and every other apps that has no business with Bluetooth.

11. They could not help reduce the ridiculous interruptions I get when switching apps, the streaming effect it has.

Steps to Troubleshoot & Fix Nucleus Smart Issues

1. Fix Nucleus Smart Not Working/Crashes/Errors/Unresponsive & Black/White screen:


  1. Restart Nucleus Smart: Restarting the app will resolve most errors.
  2. Update the Nucleus Smart App. Here is how:
    1. On Android goto PlayStore » Search for "Nucleus Smart" » Open Nucleus Smart » click "Update".
    2. On iPhone, goto AppStore » Your profile » Available Updates » Check for Nucleus Smart » click "UPDATE".
  3. Clear Nucleus Smart app cache: Clearing cached data will force your app to retrieve the latest data directly from Nucleus Smart servers.
    1. On Android, goto Settings » Apps » Select "Nucleus Smart" » click Storage » click "Clear Cache".
  4. Check Nucleus Smart app permissions. If any of these permissions required to use your device's features are disenabled, Nucleus Smart might not work.
  5. Uninstall and reinstall Nucleus Smart. If nothing else has worked, completely uninstall Nucleus Smart then reinstall.
  6. Restart your device. Last, restarting your device can often clear most problems causing Nucleus Smart not working


2. Fix Nucleus Smart Server issues & Internet Connection


  1. Check network connection: An unstable Internet will make Nucleus Smart be unable to connect to it's servers. Ensure your wi-fi is working then restart app.
  2. Disable VPN: VPN can cause connection errors and lead to Nucleus Smart not working. Make sure all VPNs are off
  3. Enable background data: When Background data is turned off, Nucleus Smart may not be able to connect to the Internet when running in the background.

Reported Issues

Note: Issues displayed have already been sent to the developer and are older than 7 days.

  • My Smart app sys, "You hearing deice cannot be detected" I cannot open the smart app

    — by Frank Goss 5 months ago

  • testtesttest

    — by asdfsdf 2 years ago