Sunday, September 28, 2014 11:01 AM
Duration: 52 minutes 37 seconds Kenneth:
Thanks for contacting AppleCare chat support. How can I help you? Kenneth:
Hey Jim, how are you doing today ? Please take note of your case number, 670172115, hold on to this number for your own record or in case you need to chat back in about this issue. If for any reason we are to get disconnected, you can use this case number to refer back to your case with the next advisor. Please know that it is never our intention to disconnect and that just because the chat ends does not mean your support has ended. Jim:
Hello! I have Starkey Halo "Made for iPhone Hearing Aids." So far, so good. They work with all my devices. BUT after upgrading to iOS 8, the OTHER APPLICATIONS that use a microphone, such as Apple's Camera.app or Apple's Voice Memos.app FAIL TO RECORD and/or lock up while trying to record. Jim:
I demonstrated this at the local Apple store yesterday, and they changed out my phone. Jim:
The problem also happens on the iPad, so this is an iOS 8 problem, not a device problem. Jim:
Many people on Apple's support communities blog are having the same problem Jim:
We need to get an Apple iOS 8 engineer and a Starkey engineer talking on this, and I'll be glad to give them LOTS of data on what we've found out. Kenneth:
So to make sure i understand, you are using a hearing aid device made to be compatible with iPhones. Up until the new iOS 8 update everything was working just fine. Jim:
This problem is DIFFERENT from the "pairing" issue that other people are talking about. Jim:
Yes, that is correct. Jim:
My hearing aids are working fine, and the phone can control them (or the iPad) but since iOS8, just having the aids paired to the device screws up OTHER APPS THAT USE THE MICROPHONE. Kenneth:
ok, well I apologize we are not having a great experience with the new update, I will be glad to tai a look at this for you and see what we can do. I saw you said it wasn’t working with the Camera App, and Voice Memos, both developed by Apple. are there any others? Jim:
If I go into SETTINGS and click on "FORGET THIS DEVICE" then everything goes back to normal. Kenneth:
so it’s any apps that use the microphone, ok got it. Kenneth:
Wow, well that’s good work on your end finding that out. what do you do for a living? Jim:
I haven't tried other apps. On Camera.app, I can take STILLS, but if I try to take a VIDEO, it either fails to record, or I can't stop recording, and have to force quit. Jim:
I'm a retired internet engineer. Look at my e-mail address and you'll know. I'm a UNIX engineer. Kenneth:
haha, I just saw that. that’s awesome. Jim:
Gotta love it!a Kenneth:
can have some time to look into this and see if we have a way to resolve this? You could be right and we may need to get our higher ups to look at it. but first we gotta start small, and work up to that. Jim:
I understand. Sure! And I'd be happy to talk with your engineers, so give them my phone number. Would you like a link to the specific Apple blog where we've been discussing this? Kenneth:
yes to both, thank you. Jim:
https://discussions.apple.com/thread/6285850?start=210&tstart=0 Jim:
And my phone is 303.979.7551. 24 hours a day. Kenneth:
thank you for that address, I want you to know that I realize the importance of this issue and am looking into it as we speak. Jim:
Great! There's a lot of people out here with hearing aids, and we really appreciate this! Kenneth:
have we tried any steps such as: Restarting reset resetting all settings or network settings restoring Kenneth:
just want to know where we need to start. Jim:
Absolutely! Anything that UN-PAIRS the aids fixes the problem until they are paired again. Jim:
I even have a brand new phone from the Apple Store on Friday. Kenneth:
thank you, I can document that here and make sure they know. Jim:
Same issue on the new phone and on the iPad, so it is an iOS 8 issue, not a device issue. Kenneth:
I understand, I have made note of all that here as well. Jim:
Just let me know if you want me to test anything else. I'll be glad to help in any way I can. Kenneth:
appreciate it. I’m actually consulting my senior advisor now to see what the right course would be. I’m just waiting for them to answer my chat. Jim:
Okay. I'll keep the window open. Kenneth:
Thank you, since the release it’s been busy. hopefully less than 4min now. Jim:
I understand. BTW, I *LOVE* iOS 8, and am looking forward to getting the 6+ that I have on order and to getting Yosemite! This issue is the only one I've found with iOS 8 Kenneth:
I want to get a 6+ as well. waiting for my phone to stop working though, cause it’s such a good device. Kenneth:
I have a 5, and i got it day 1, all i had to do since was a battery replacement, cause it was worn out. Jim:
Well, I'm using a 4S now to control my hearing aids, and keeping my 5 UN-paired till we get this resolved. Kenneth:
ok. i’m taking to them now. Kenneth:
do you have other brands of hearing aids? and if so have you tried pairing them with the same result? Jim:
No, I do not. Sorry. Kenneth:
so it looks like we will need to gather some more in-depth information. In order to do this we have to take this over to our phone department so that we can get you up to my senior advisors there. we do not have a chat department to cover this. but I have what you need to get there when you are ready. Jim:
Okay, good. I'm ready. Kenneth:
so here’s what we can do. I can give you the number and when you call in you let them know that you were on a chat and were advised to speak with a senior advisor. we’ll know what to do. Kenneth:
OR Kenneth:
I can schedule a call back and we will call you and we follow the same process. let them know you need to speak with a senior advisor and they can transfer you to them. Jim:
Okay. What's the number? Kenneth:
1-800-APPLECARE Kenneth:
or Kenneth:
1-800-MYAPPLE Jim:
Seems like a good, easy to remember number! Kenneth:
would you like a copy of our discussion today? Jim:
Thanks Kenneth! Kenneth:
lol, pretty much Jim:
Sure. Thanks! Kenneth:
same email? Jim:
Yes. Kenneth:
consider it done good sir. Jim:
Really appreciate this, Kenneth! G'day! Kenneth:
Thanks again for contacting iOS Chat Support. I hope you were satisfied with your overall chat experience today. When you are ready go ahead and end the chat. Have a great rest of your day, and I wish you the best! Kenneth:
Don’t wait too long for your 6+ ;-) |
