Sony Support

Article ID : 00282234 / Last Modified : 17/05/2023Print

There is no sound, the sound is too low, or the volume balance between game and chat is unbalanced.

    Follow these steps to troubleshoot the issue:

    Notes:
    1. Select the headphones model:
      INZONE H9 or INZONE H7
      Go to step 2.
      INZONE H3
      Go to step 5.
    2. Select the situation the issue occurs:
      The game console (computer or PlayStation®5) is connected to the headphones using the USB transceiver
      Go to step 4.
      The smartphone or any other device is connected to the headphones via Bluetooth
      Go to step 3.
    3. Check the following on the connected device:
      1. Turn up the volume setting on the Bluetooth device.
      2. If the issue is not resolved, disconnect the Bluetooth connection with the headphones once and reconnect them.
      The issue is resolved
      The Bluetooth connection may have been temporarily unstable.
      The issue is not resolved
      Go to step 9.
    4. Disconnect the USB transceiver once, and reconnect it firmly.

      Notes:

      The issue is resolved
      The connection between the headphones and the USB transceiver may have been temporarily unstable.
      The issue is not resolved
      Go to step 6.
    5. Disconnect the 4-pole mini plug of the headphones once, and reconnect it firmly.

      Notes:

      • Connect the USB audio box directly to the computer. Connecting the headphones to a USB port of the TV is not guaranteed.
      • If you are using the PlayStation 5, connect the headphones directly to a controller. Connecting the headphones via a USB audio box is not guaranteed.
      • For details on how to connect the headphones, refer to the Connecting the headset to a computer or PlayStation®5 (INZONE H3).
      The issue is resolved
      The issue may have been caused by the connection with the computer or PlayStation 5.
      The issue is not resolved
      Go to step 6.
    6. Set the Output setting of the computer.

      Note: The following procedure uses a Windows 10 computer for reference. The menu items displayed on the computer may vary depending on the OS version.

      For INZONE H9, INZONE H7 For INZONE H3
      The issue is resolved
      The issue may have been caused by the computer sound output settings.
      The issue is not resolved
      • If you are connecting the headphones to a computer, go to step 7.
      • If you are connecting the headphones to a PlayStation 5, go to step 8.
    7. Adjust the volume on the computer.

      Left-click the Speaker icon on the computer to turn up the volume and check if the issue is resolved.

      The issue is resolved
      The issue may have been caused by the Master Volume setting.
      The issue is not resolved
      Go to step 9.
    8. Set the Audio Output setting of the PlayStation 5. For INZONE H9, INZONE H7 For INZONE H3
      The issue is resolved
      The issue may have been caused by the PlayStation 5 sound output settings.
      The issue is not resolved
      Go to step 9.
    9. Turn up the volume using the headphones' VOL (volume) –/+ dial.

      You can turn up the volume by turning the VOL (volume) –/+ to the + side.

      Note: If the volume is set low on the Bluetooth-connected device, the volume may not increase as expected by using the headphones' dial. If this is the case, turn up the volume on the connected device.

      The issue is resolved
      The issue was caused by the volume settings.
      The issue is not resolved
      1. If you are connecting the INZONE H9 or INZONE H7 to the device using the USB transceiver, go to step 10.
      2. If you are connecting the INZONE H9 or INZONE H7 to the device via Bluetooth, go to step 11.
      3. For INZONE H3, go to step 11.
    10. Adjust the volume balance between the game and chat.

      You can use the GAME/CHAT (game/chat balance) button or INZONE Hub software.

      Hint: How to use the GAME/CHAT (game/chat balance) button on the headphones:

      • When you press the GAME button, the voice chat sound will be quieter and the game sound will be easier to hear.
      • When you press the CHAT button, the game sound will be quieter and the voice chat sound will be easier to hear.
      Note: The GAME/CHAT (game/chat balance) button is only effective for adjusting the volume balance of the game console connected via the USB transceiver. The volume balance with a Bluetooth device cannot be adjusted.
      The issue is resolved
      The issue was caused by the volume balance.
      The issue is not resolved
      Go to step 11.
    11. Check the settings of the application.

      Note: For details on the settings refer to the manual of the support site of each application.

      For INZONE H9, INZONE H7 For INZONE H3
      The issue is resolved
      The issue may have been caused by the setting of the application.
      The issue is not resolved
      • If you are using the INZONE H9 or INZONE H7 to connect the device using the USB transceiver, go to step 12.
      • If you are using the INZONE H9 or INZONE H7 to connect the device via Bluetooth, go to step 13.
      • For the INZONE H3, go to step 13.
    12. Try pairing again the headphones and the USB transceiver.

      Follow these steps to perform pairing again with the USB transceiver:

      1. Connect the USB transceiver to a computer or PlayStation 5.
      2. Press and hold the Connect button on the USB transceiver for about 5 seconds or more.
        Note: The USB transceiver goes into the pairing mode, and the Connect indicator on the USB transceiver repeatedly flashes in white twice in a row.
      3. Turn on the headphones.
        When the pairing is complete, a notification sound is heard and the Connect indicator on the USB transceiver lights up in white.
      The issue is resolved
      The issue may have been caused by the connection between the headphones and the USB transceiver.
      The issue is not resolved
      Go to step 13.
    13. Close the application once, and restart it.
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the gaming app.
      The issue is not resolved
      Go to step 14.
    14. Restart the connected device.
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the connected device.
      The issue is not resolved
      • INZONE H9 or INZONE H7
        Go to step 15.
      • INZONE H3
        The headphones may be malfunctioning, and service may be required.
    15. Reset the headphones.

      Note: The Bluetooth pairing information and other settings are retained after the reset.

      1. Connect the headphones to an AC outlet.
      2. Press and hold the (power) button and (Bluetooth) button for about 8 seconds or more.
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to step 16.
    16. Initialize the headphones.

      Note: Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

      1. Disconnect the USB Type-C cable and turn off the headphones.
      2. Press and hold the (power) button and (Bluetooth) button for about 10 seconds or more.
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      The headphones may be malfunctioning, and service may be required.