Phonak Roger Troubleshooting
If both your transmitter(s) and receiver(s) are powered up and you rub the microphone port on the transmitter with your finger you should hear a noisy rubbing sound in your ears. If you do not hear the noisy rub in your ears try pairing the transmitter to the receivers.
Press the ‘Connect’ button on the transmitter and hold it close to the receiver (within 10cm / 4 inch).
Roger Pen / Select / Table Mic – After a couple of seconds the light on the transmitter will turn solid green for a couple of seconds before returning to a slow flashing green light.
Roger On – Check the feedback in the display of the screen. A tick indicates a successful pairing, a cross indicates an incompatible receiver, a question mark indicates receiver not found, go closer.
Repeat for each receiver you wish to pair.
Sometimes a bluetooth or wifi connection in close proximity to the transmitter and receivers you are trying to pair will interfere with the bonding process, try moving away from any sources that might be causing the problem, such as a bluetooth mobile phone or wifi router.
It is quite easy to think you have turned your Roger device off and not realise that you have muted it instead, or that it actually isn’t turned off at all and still actively working and discharging its internal battery. We recommend regardless that on day of use you put your Roger device on charge first thing so it will be there for you when you need it!
N.B. charging your transmitter from the USB port of a computer doesn’t give the best charge, the best quality and most robust way to charge your transmitter is directly via a wall socket.
To unpair all transmitters and receivers from your lead transmitter press and keep holding the ‘Connect’ key for around 10 seconds, then all transmitters and receivers paired will be disconnected.
With Touchscreen Mic scroll through the menus and click ‘Disconnect’ for an individual device or ‘NewNet’ which will disconnect all transmitters and receivers from the Touchscreen Mic, then re-connect the device(s) via the ‘Connect’ icon
Make sure to re-pair your transmitter again to your receivers and other transmitters once you have done this!
Roger On = press the centre function button and the connect pairing button together for about 10 seconds.
Roger Pen = press the on/off, the microphone, the accept and the decline call buttons all at the same time and hold for about 10 seconds.
Roger Pen IN = press the on/off and the microphone buttons all at the same time and hold for about 10 seconds.
Roger Select, Table Mic and Clip-on Mic = press the on/off and the connect buttons at the same time and hold for about 10 seconds.
Roger Select IN = press the on/off button for 10 seconds at the same time as inserting the tip of a paperclip into the reset pinhole on the underside of the device.
Roger Inspiro = press the four side buttons simultaneously and hold for 10 seconds.
Roger Touchscreen Mic, Pass-around Mic and MultiMedia Hub = press and hold on/off and mute buttons simultaneously for 10 seconds and the device re-starts. This will also remove the passcode set on Quick Menu of a TSM if enabled.
If Roger Select freezes and becomes unresponsive to button presses, then press and hold on/off and bluetooth button for 10 seconds. This action will not delete pairings to other devices but simply restart the device.
For Roger Select press and hold the bluetooth button on the underside of the device, this turns bluetooth on, then a quick press of the bluetooth button sets it into pairing mode with a rapidly flashing blue light.
For Roger Pen press and hold the ‘Accept’ button until the device starts flashing rapidly blue. It is in pairing mode.
Then go into your phone menu and bluetooth settings, search for the transmitter, select it and accept the pairing.
To delete a bluetooth pairing, go into the Bluetooth menu on the mobile phone you want to disconnect, find your device and select “forget device”.
Then, to delete all bluetooth pairings from the Roger Pen, press and hold the Accept, Decline and Connect button on the Pen for about 10 seconds until the indicator light turns orange.
To delete all pairings from the Roger Select, press and hold the Connect and the bluetooth button on the underside of the device for about 10 seconds until the indicator light turns orange.
To enable bluetooth on the Roger Pen, press and hold the Accept phone button for 2 seconds until you see a blue light, to disable bluetooth on the Roger Pen, press and hold the Decline phone button on the Pen until the indicator light goes blue then fades off.
To enable bluetooth on the Roger Select, press and hold the bluetooth button for 2 seconds until you see a blue light, to disable bluetooth on the Roger Select, press and hold the bluetooth button until the indicator light goes blue then fades off.
Using bluetooth with your Roger transmitter will deplete its battery far more quickly than if not using bluetooth. We recommend turning off bluetooth on the Roger transmitter when not required.
You need to turn off the bluetooth on the Roger transmitter before switching the device off, otherwise it will still be connected via bluetooth and actively draining the battery.
Phonak Roger Select and Roger Pen will pair with up to 8 devices. If you try to pair with an extra device once you have reached the limit the oldest paired device will be deleted in favour of the newest. Also a maximum of 2 mobile phones at one time, if you try to pair a third mobile phone the first paired phone will drop off.
Bluetooth standards are notoriously variable from phone to phone and not all features will work with all mobile phones. Try pairing the transmitter with other mobile phones and see if the issue persists.
Try altering the volume control situated at the side of the device. There is a ‘+’ and a ‘-‘ button down the side for you to make adjustments and you may have accidentally turned the device too low.
Phonak Roger is a technology that has been designed as a communications tool, an enhancement to the benefit provided by hearing aids.
Phonak Roger can easily be connected to most audio devices to offer a high quality audio, for instance to listen easily to audio from a TV, a hifi or a PC / laptop.
With a little extra equipment called a phone adapter Phonak Roger can also easily connect to a deskphone with a corded handset or a corded headset to enable calls in the most challenging of environments.
If you are regularly communicating with your work colleagues or customers via Zoom or Microsoft Teams etc, we have some additional equipment that will make this type of communication fantastically easy, even in a very noisy environment.
I still can’t see how to resolve my problem.
For a wide selection of helpful Phonak Roger troubleshooting video clips and lots of other Phonak Roger related support videos please go direct to our YouTube Channel
For Phonak’s own information resources please click here.
You can find lots of useful information and documents including datasheets, online copies of brochures, quick guides and full user guides etc on the full range of Phonak Roger and other wireless products from their extensive portfolio.
If the troubleshooting solutions above (including our helpful and extensive YouTube clips and Phonak’s own help resources) are not resolving your issue just email us via our contact page giving us an initial brief overview of your issue and we will email you back either with some suggestions or a request for clarification so we can help you further.