FAQ

A：Yes. MoerLab transmitters such as MoerLink™, MoerDuo™, TV hearMore™ and SoundLinker™ are fully compatible with ReSound Nexia, Jabra Enhance Pro 20, and other Auracast™ hearing aids.

A：Yes, Auracast™ allows one transmitter to broadcast to multiple receivers simultaneously — ideal for family TV watching, group tours, or classroom environments.

A：Yes. Switch between Transmit (TX) and Receive (RX) mode using the side button. Each mode supports Auracast™ functions independently.

A：Not necessarily. Bluetooth® V5.3 is a requirement for Auracast™, but the transmitters or receivers must also support Bluetooth® LE Audio and be explicitly designed for Auracast™ functionality. Auracast™ is part of the Bluetooth® LE Audio suite, so the devices need to support this protocol.

A：Currently, iPhones and Android phones don’t have built-in Auracast™ receiver capabilities. However, with a compatible app, your phone can serve as an Auracast™ assistant to help manage and control Auracast-enabled devices (e.g., headphones, earbuds, or speakers) and select the audio source.

A：We have conducted limited testing with devices from other brands. The following devices have been confirmed to work with our Auracast™ Transmitter: 1.Auracast™ Hearing Aids: ReSound Nexia™ Hearing Aids. 2. Auracast™ Earbuds: Galaxy™ Buds 2 Pro Galaxy™ Buds 3 Pro Sony™ WF-1000XM3 Xiaomi™ Buds 2 Redmi™ Buds 5 Pro.

A：The Auracast™ transmitter can only transmit Auracast™ signal to Bluetooth headphones or earbuds that support Auracast™. The MoerLab® Asst. app serves as an assistant tool to simplify tasks for Auracast-enabled receiver devices. Please note that the app cannot enable non-Auracast™ devices to support Auracast™ functionality.

A：MoerLab® PC Tool is compatible with MoerLab® Auracast™ transmitters and transceiver, including TV hearMore™ (ABB01), SoundLinker™ (AMP10), MoerLink™ (AAD02) and MoerDuo™ (AHA02).

A：ReSound Nexia™ hearing aids, Jabra Enhance™ Pro 20 hearing aids .

A：MoerLink™, TV hearMore™, SoundLinker™, and MoerDuo™ are fully compatible and work reliably with Resound Nexia™ and Jabra Enhance™ Pro 20 hearing aids when set to a 24kHz sampling rate. Please use the MoerLab® PC Tool to configure the correct sampling rate before connecting to Auracast™ hearing aids.

A：Yes, but the USB cable must support data transmission. If you're experiencing issues, try a different USB cable that allows data transfer.

A：MoerLink™ supports Classic Bluetooth® and Auracast™. DB100™ supports Auracast™and ULL (Ultra Low Latency).

A：No, it doesn’t support Dolby® decoding.

A：No, it doesn’t. Laptops typically use HDMI for video output only and lack ARC (Audio Return Channel) functionality. ARC is supported on TV HDMI interfaces, enabling two-way audio transmission, but it’s generally unavailable on laptop HDMI ports.

A：No,they can't. Auracast™ audio requires both devices to be Auracast-enabled. A phone does not support Auracast™ transmission; it cannot be used to receive and play Auracast™ audio via connected earbuds.

A：The app is compatible with all MoerLab receiver products, including headphones and earbuds. For more details, visit: See How the MoerLab Assist App Works. https://www.moor-audio.com/pages/see-how-moerlab-asst-app-works.

A：The Auracast™ transmitter can only transmit Auracast™ audio to Bluetooth headphones or earbuds that support Auracast™. The MoerLab Asst. app serves as an assistant tool to simplify tasks for Auracast-enabled receiver devices. Please note that the app cannot enable non-Auracast devices to support Auracast™ functionality.

A：We have conducted limited testing with devices from other brands. The following devices have been confirmed to work with our Auracast™ transmitters: 1.Auracast™ Hearing Aids: ReSound™ Nexia™, Jabra™ Enhance Pro 20 2.Auracast™ Earbuds: Galaxy™ Buds 2 Pro, Samsung™ Buds 3 Pro,Sony™ WF-1000XM3,Xiaomi™ Buds 2,Redmi™ Buds 5 Pro.

A：Please ensure the computer has a sound source playing before connecting the DB100™ plug-in to Auracast™ stream source.

A：Please ensure the computer has a sound source playing before connecting the MoerLink™ plug-in to Auracast™ stream source.

A：Please download it from our website https://www.moor-audio.com/pages/firmware-update or request it via email at support@moor-audio.com.

A：Most MoerLab® transmitters use a 48 kHz sampling rate to ensure high-quality audio transmission. When connecting to Auracast™-compatible hearing aids, you can switch to 24 kHz to better meet connectivity requirements. Please use the MoerLab® PC Configuration Tool to adjust this setting.

A：Please follow the step-by-step. 1. Download and open the PC tool on your computer. 2. Power on MoerDuo™ and switch to TX mode. 3. Connect it to your computer with a data-capable Type-C cable. 4. In the PC tool, select “MoerLab Transceiver” and click Connect. You can also refer to the information as the link: https://www.moor-audio.com/pages/security-solution.

A：This may happen if the MoerDuo™ TX is running an older firmware version. The PC tool is compatible only with version 3.6.9 or newer. If your firmware is older, the tool may freeze or become unresponsive during setting changes.To resolve this, please update the MoerDuo™ firmware via OTA. Here is the link to the OTA firmware update tool, including the User Guide and the latest firmware version V3.7.0: https://drive.google.com/drive/folders/1wMbH6iDkgTSuZ32wagljaJw_l61LlR8N?usp=sharing 

A：After you change the sampling rate, keep the MoerDuo™ powered on. It should work normally in this state. We have found that if it is powered off, the sampling rate may reset. A firmware update will soon fix this issue.

A：The app "MoerLab Asst."is available for both Android and iOS devices and can be downloaded from Google Play and the Apple Store.

A：Please refresh the MoerLab®Asst. app page each time you connect (remove the previous page on your mobile screen) to avoid being stuck on 'Searching for connected device.

A：When the MoerDuo Plus™ is disconnected from the transmitter due to being out of range, simply press the MFB button three times quickly after returning within range. Once you hear the voice prompt “Auracast™ scan”, it will automatically reconnect to the transmitter.

A：It depends on the audio source. If the source is a built-in or external microphone, the audio will be streamed up to the computer for recording. If the source is via USB or 3.5 mm input, the audio can be broadcast normally.

A：Some TVs support simultaneous audio output from Toslink and built-in speakers. For 3.5 mm and HDMI-ARC, audio is usually switched exclusively. Please check your TV’s audio settings.

A：All MoerLab products are covered by a one-year limited warranty from the date of purchase. Proof of purchase is required.

A：Please contact us at support@moor-audio.com with your order number and issue details. We will reply within 2 business days.

A：You can download the latest PC tools and firmware from firmware-update.

A：You can purchase directly here or through authorized distributors or Amazon stores in some regions.

A：Please refer to our Return & Refund Policy page for details.

A：Our orders are processed within 1-3 business days. We offer standard shipping (7-15 days) and express shipping (3-7 days). Customers can also use their own freight company for pickup. Shipping costs vary based on location and order value. International shipping is available, with customers responsible for customs fees. Tracking details are provided, and failed deliveries may incur reshipping fees. Contact us for any shipping inquiries.

A：Our return policy allows for returns within 14 days of delivery, with no restocking fee. The customer covers return shipping, unless the item is defective or we made an error. Refunds are processed within 5 business days to the original payment method. Contact support@moor-audio.com for assistance.

A：We are MOOR Technology Co., Ltd. You can reach us at email info@moor-audio.com. Our address is Rm.5B26, 5 F., No. 5, Sec. 5, Xinyi Rd., Xinyi Dist., Taipei City 110202, Taiwan. Our VAT number is 28519954.