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Widex phone app not working - cannot communicate with servers

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The Widex phone app is not working today.

Days ago, someone in this forum reported that the Widex phone app requires an Internet connection to start.

For the SmartRIC (that has no buttons), requiring internet is definitely an issue. It is not catastrophic as you can still use the OS built-in management functions.

There is a workaround: Turn off wifi and cellular data, start the app and. then turn the wifi/cellular on.

21 people in this conversation8 min readJump to latest

It's totally unacceptable to have to use internet/data to just use an App, are you able to find out what Widex is mining for doing this.

I just tried this with one of our demo SmartRICs and I'm seeing it too. Is this a new occurrence? It does seem weird that you would need internet to do normal app stuff like volume control, particularly given that the native OS controls still work. Most everyone's app has some internet-required functions e.g. remote programming, etc., but I would figure the app itself would kick out an error if you tried to do those without internet.

For what it's worth, it is not happening with my Evoke or my Allure i.e. I'm able to disconnect Wi-Fi and cellular data and still access/use the app, so it may be something screwy with a firmware update? I've got an email in with Widex about the issue.

In reply to @PaulC

Some people in reddit are reporting the same issue.
It was working last night - Interesting that it is not happening with the Allures -- so it is not an issue with servers being down.

Two updates were released recently (3 weeks ago and another one a week ago).

Did Widex say anything about an upcoming fix?

I can verify that I have the same issue today and the Widex appointment help desk didn't seem to know a thing. My audi is out today but told them about it too. And like other say you can control the from the phone completely. I surmised the Widex needed the cloud to be able to make those A/B comparisons and so if that fails then the entire app will not load. Wasted 2 hrs with reboots, etc. I told Widex they need a status page on their site for their cloud if they insist on making everything dependent on the cloud. I won't buy the Allures next year because of cloud dependence.

My iPhone app stopped working entirely ("Unable to proceed" message) yesterday, even while connected both to wifi and cellular. After trying several fixes, I deleted the app and reinstalled -- same problem, whether I begin in airplane mode or fully connected. The app won't complete installation. So now my Widex Moments are generic hearing aids, without access to any of the programs (including several that I created... I understand that I'll eventually have to recreate these). Any thoughts about how to proceed?

In reply to @hnl

Yes, they were hacked (cyberattack).

When you dial their customer support line, a recording addresses the issues. The message also notes that several IT systems were disabled to avoid additional attacks..

Edited

For IOS only:

Turn off both wifi and cellular access. I found that turning on airplane mode does not work.
OR
You can disable cellular access to the app in settings -> Apps -> Moment- < cellular data After this, if you turn off wifi, the app works.

OR
Use the IOS controls

OR

Use the Widex ToneLink app


EDIT: The turn-off internet trick no longer works.

I've jumped through all the hoops with the app, and I've been getting by with the iOS control settings for hearing aids. Workable, but nowhere near as convenient as the app. My audiologist said yesterday that Widex is aware of and working on this, but if so, Widex really needs to up their game -- especially communication with users.

Fingers crossed.

I’m glad I checked here. I just upgraded to iOS 27.2 yesterday and thought that was the problem. At least I know what the issue is and will just use the iOS controls in the meantime until this is fixed.

In reply to @kevin_a

Could you please explain what the IOS control settings for hearing aids do and how to find them. Is it going to Accessibility, then Hearing Devices? What are Hearing Devices? If I swipe down, there is an ear icon. I use that, but don't know what else I should know about. With the Widex Moment App, I can adjust so many things. Thank you.

In Australia it started doing same problem today 28th Oct 2026. On samsung Galaxy. Rebooted, reinstalled, data on and off l, Bluetooth on off etc done all the usual. Seems like a widex problem as it's too many people having problem. Maybe widex didn't follow change control procedures. Somebody screwed up

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