Support and Returns

• On the app’s main screen, tap the Settings button in the top-left corner .

• Select Keikku restart.

• Wait for confirmation:

You may hear a short vibration/buzz from the device.

• A green confirmation message will appear at the bottom of the screen indicating the restart was successful.

• After the restart, reconnect to Keikku in the appWhen to use:• Freezing• Gestures not responding• Audio cutting out• Bluetooth Connectivity Issues

This can happen after the Keikku name was changed: iOS may keep the old Bluetooth record and then won’t connect correctly.Toggle Bluetooth: turn Bluetooth OFF → wait 5 seconds → turn ON again.

• Make sure Keikku isn’t connected elsewhere: disconnect it from any other phone/tablet (or power off Bluetooth on the other device).

• Forget the old entry in iOS: go to iOS Settings → Bluetooth, find Keikku (including the old name if it’s still listed), tap (i) → Forget This Device.

• Restart the app: fully close the Keikku app and reopen it.

• Pair only inside the app: open the Keikku app and connect from the in-app pairing list (don’t pair from iOS Bluetooth settings).

‍If Keikku name doesn’t appear in the app pairing list (most likely it is connected to another phone or tablet)Disconnect Keikku from the other phone (or turn Bluetooth off on that phone), then toggle Bluetooth on your iPhone and reopen the Keikku app so it refreshes the scan list.

If volume is low

• Check your phone volume (media volume up).

• Confirm audio is routed to the headphones (not the phone speaker).

• Avoid open-type headphones (see note below).

• Restart Keikku and reconnect.

If audio sounds unclear or “muffled”Make sure Keikku is placed flat and stable on the chest/back (full contact, no rocking).

• Reduce background noise (move away from fans/talking, use a quieter room).

• Avoid open-type headphones (see note below).

• Restart the Keikku app (fully close and reopen) and try again.

Note on open-type headphones: Open-type (also called open-ear or open-back) headphones are designed to let outside sound in and/or allow the driver to “vent” to the environment, so you still hear your surroundings while listening. Common examples are Bose Ultra Open Earbuds (Open Bose) and other open-ear designs like Shokz OpenRun (bone-conduction) and Sony LinkBuds (open-ring design). For auscultation, these designs are not recommended because breath and heart sounds are very low-level and rich in low-frequency detail; with open-type headphones, ambient noise leaks in and masks the quiet clinical signals, reducing contrast and making subtle features harder to hear. In addition, some open designs use always-on adaptive processing that can further change the perceived balance, so the audio may sound “thin,” “distant,” or less clear compared to sealed in-ear or closed-back headphones.

If the app crashesReopen the app and try again.

If it crashes repeatedly: force close the app, restart your phone, then reopen the app.

• Update the app (if an update is available) and ensure that the OS version of your phone is up to date.

• If you get an error messageNote the exact error text (or take a screenshot)

• Force close the app → reopen and try again.

• Restart Keikku and reconnect.

• If it still happens, restart your phone and try once more.

• If the app freezesForce close the app.

• Reopen the app.

• If it keeps freezing: restart your phone.

• If the app cannot detect KeikkuConfirm app permissions in OS:

Bluetooth
Microphone
Notifications

• Toggle Bluetooth OFF → wait 5 seconds → ON, then reopen the app.

If it still can’t detect the device: reinstall the app and try pairing again inside the app (not from OS Bluetooth settings).

If Keikku does not charge wirelesslyUse the recommended charger (the one provided with Keikku, or a charger from the recommended list).

• Plug the charger directly into a wall outlet (avoid laptop USB ports, hubs, and some power strips).

• Try a different power adapter and/or charging pad (many wireless chargers are not compatible or don’t deliver stable power for Keikku).

• Reposition the device on the charging pad (center it and keep it still). Remove thick cases or metal objects between the pad and device.

• If charging still doesn’t start: restart Keikku and try again.

Common wireless charging issues (what you may see)

• Charging starts and stops repeatedly.

• The device warms up and charging slows down.

• The pad charges other devices but not Keikku (compatibility/power negotiation issue).

If the battery will not charge to 100%It may stop at 95–99% and take longer to finish—this can be normal battery protection behavior.

• Leave it on the charger for an additional 20–30 minutes and check again.

• If it consistently stops well below full (e.g., <90%):

• Try a different compatible charger and wall outlet.

• Make sure the device is properly centered on the pad.

If the issue persists, contact support and share the charger model you used.

How to share a live auscultation session (QR code)Start an auscultation session and stay in the auscultation view.

• Tap the Share icon in the top-right corner

• A new window will open showing a QR code.

The other person can scan the QR code with the camera of their phone to join the live session, or you can share the link from the same screen (if available).

• If the QR code or link sharing does not workMake sure you have an active internet connection (Wi-Fi or mobile data).

• Close and reopen the share window, then try again.

• Force close the app and reopen it, then start a new session and share again.

• If the other person can’t join: ask them to scan again and confirm they are using a supported device/browser/app.

• If problems continue, restart your phone and try again, or contact support.

Keikku can show its location in the app if Location permission is enabled.

• On first app startup, allow Location permission when prompted (this enables saving the device’s last known location).

• Open the Keikku app → Location section.

• If Keikku is connected, the app will show the current location.

• If Keikku is not connected, the app will show the last known location recorded when it was last connected/seen by the app.

• If you don’t see any location, check iOS Settings → Privacy & Security → Location Services and make sure Location access is enabled for the Keikku app.

Keikku does not require any extra setup for hearing aids. If your hearing aids are connected to your phone, the audio can be routed through them like any other phone audio.

• Connect your hearing aids to your phone (via the hearing aid’s app or OS Bluetooth pairing, depending on the model).

• Confirm the hearing aids are selected as the phone’s audio output (play any audio to verify).

• Open the Keikku app and start playback — the sound should route automatically to the hearing aids.

If you don’t hear Keikku audio, check the phone volume, make sure audio output is not set to the phone speaker, and contact support if the issue persists.

Does Keikku work with hearing aids? Yes. Keikku connects to a mobile device via Bluetooth, similar to how it connects to Bluetooth headphones. In this setup, your hearing aids function as the audio output device.

Will performance vary depending on my hearing aids? Yes. Audio performance and connectivity can vary depending on hearing aid brand, model, and supported Bluetooth profiles. In some cases, additional setup or configuration may be required with our support team.

Are you optimizing Keikku for hearing-aid users? Yes. We actively work with clinicians who use hearing aids to test real-world performance and continue improving workflow, connectivity, and audio output.