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Weird reversed mouse cursor in Philips Hearsuite Software

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Hey everyone. Just wondering if any people on here has the same issue as me using Philips HearSuite software. I’m on Windows 11 and still have this even with a fresh Windows installation. It’s not really a functional issue as the mouse clicks still register, but whenever my mouse cursor hovers over to the Hearsuite window would change over to the busy “spinny circle” cursor. As soon as mouse travels away from it, it reverts back to the proper arrow. The program is not “hanging” or processing as all my clicks register and no laggy (i have a pretty high end system with plenty of memory) I’ve got the latest version updated through the Philips updater. This issue has been present in the previous versions for me as well. If anyone who doesn’t have this issue on windows 11, would you please share a link to the install file you used?

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I don’t have this issue and haven’t heard much if any “bugs” with Hearsuite, what makes you think it’s the software as such, I’m using win10 so can’t say it win11is the cause of it.

I experience an issue with both the Oticon and Phillips software where the hourglass icon appears whenever I move the mouse, which is quite annoying. I’m using Windows 11 and haven’t been able to find a solution yet.

Thanks for confirming. Must be something with the software with windows 11.

I wasn’t sure it was the philips software before and not due to any conflicting softwares or windows settings but now with a completely clean windows 11 installation I still get the issue I am suspecting either a visual bug with the hearsuite software on windows 11. I’m also using a clean install from the update installation setup file downloaded directly from the philips server and not using any old versions to rule out an older installation file with a buggy cursor that persisted after update. No big deal as the software still works to adjust, just a bit annoying since i have to essentially position the top of the spinny circle to select what I click.

I wonder if it’s due to me being a home user I don’t have a philips account that hearing aid techs and audiologists have that allows any form of cloud syncing

You 2 only? You should share the exact windows install and service packages your both using, no issues at all with Hearsuite or Genie on my win10, I’m sure if there was a bug in the software the clinic’s would all be complaining.

@mursewilli said:

I wonder if it’s due to me being a home user I don’t have a philips account that hearing aid techs and audiologists have that allows any form of cloud syncing

No not anything like that, as no one else is having an issue, but most importantly you do not need an internet connection to use the software and program your .

Edited
@tenkan said:

No not anything like that, as no one else is having an issue,

How can you be certain no one else is experiencing this issue? How do you know the clinics haven’t reported this bug? Unless you’re employed/partnered by/with Demant, that claim seems unfounded.

Since both software are developed by Demant and exhibit the same issue, it is unlikely that the problem lies with the client’s machine.

It’s a minor issue, cosmetic, but it is there (see picture attached).

I’m running Win 25H2: The very latest version of Win Pro released by MS.

thumbnail_IMG_0414

I, too am on win 11 pro with all the updates currently avail on Windows update installed. But I even had this prior to windows update while still on 11.

I thought it was some config issues with my windows in the past since it wasn’t a fresh windows install. Right now I’m on a fresh windows install and aside from GPU, network card, and AMD chipset drivers the window install was a clean slate. Running and 5700x3d, 128gb ram, rtx4080 super GPU. 0 cosmetic issues like this on resound software.

In reply to @OcramSagev

@OcramSagev said:

How can you be certain no one else is experiencing this issue?

Well I’ve not heard anything here or from my own sources, so if you have something to show it’s widespread and a known bug?

@OcramSagev said:

It’s a minor issue, cosmetic, but it is there

Yes I understand it’s just annoying and not actually affecting your ability to program.

@OcramSagev said:

The issue is there. Later today, I’ll test an older version of Genie.

As stated I’m on win10 without issues for both, I’ll add that I have both Oasis and Sonic from the same company, again no issues, yeah I get it must be annoying.

Now I know this might sound a little silly, but have you guys still happen to have an old USB cable mouse available, just to see?

It’s definitely a bug—I just tested Genie 2024, and the issue is not present in that version of the software.
I’ve worked in SW dev and IT for over 30 yrs: When a bug is present, not all users are affected by the bug. Too many combinations of variables and environments can affect the performance of a program.

In reply to @tenkan

I have both a Logitech g604 I can connect through Bluetooth or Logitech’s Lightspeed receiver also have a wired g600. They are both older mice. But same thing it’s not a mouse issue but some wierd UI bug that is reversing the cursor. I do notice it revert to a proper arrow when I’m doing things that would trigger any form of loading so that sorta tells me the cursors are flipped in the UI just for this app. As soon as cursor leaves the hearsuite window borders, it reverts back to the cursor arrow

Yes, I tested both the latest Oticon and Phillips programming software and I was able to replicate your issue. They are both made by the same company.

So it looks like you guys are gonna have to wait for the next update then, as a side note getting this issue with Genie as well is really weird, because that software is nothing to do with Hearsuite(which is built on the Bernafon and Sonic software)

So what happens if you try to use in compatibility mode for win10, same issue?

I haven’t tried compatibility mode I try that when I get home. I highly doubt update will solve it. I don’t remember if the old version from the shares install (v. 20.x) had this. Don’t have the file anymore but I think it was as soon as i updated to v.24.x that this occured. I totally forget now. Can try to reinstall the old install file to confirm. But clean installing with the latest install file with fresh windows installation has the bugged cursor for me

In reply to @tenkan

Pic below of the Phillips Hearsuite with the issue (same as Oticon).

Compatibility mode does not solve the issue (Win11 does not have a Win10 compatibility mode, only 8 and below).

I checked: Under the hood, Hearsuite and Genie share Demant.MpHal extensions/libraries (which is not surprising considering they from the same company). So yes, Genie and HearSuite are related (pics below: first is Hearsuite, 2nd is Genie2 2024)

For simplicity, I’m not going to post more tech stuff - last thing I want is to confuse other readers.

AAAAAthumbnail
Screenshot 2025-10-27 170143
Screenshot 2025-10-27 170316

curious as to how many users on here use Win 11. I guess we will know if this is a more common issue once more people are forced onto Win 11 with Win 10 security updates ending soon. Doesn’t really break this program functionally just an annoying UI graphical bug.

In reply to @OcramSagev

Yep I know their related, but not the same software, as you can tell just by looking at the Genie and Hearsuite software side by side, same with Bernafon and Sonic which look exactly the same as Hearsuite but with different colours with different names, so again we know all these are Demant products.

Was on 2025.1 and will be uninstalling and doing a clean install directly with the 2025.2 file downloaded with the updater. I’m honestly not optimistic this will fix anything because it is still using the build version 24.x

I vaguely remembering the original install file shared on here was build 20.x and I do not remember having the cursor bug until updating to build 24.x

If you would please pm me a link of the install file that you typically share on here I may be able to confirm this.

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