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Binh
Contributor I
August 15, 2020
Question

Arc soundstage skewed to left?

Music and movies (voices) are sounding skewed to the left. I put my ears up to the bar and can definitely hear a difference in the 2 speakers immediately to the left and right of the SONOS logo. The left one has more treble so voices are coming out clearer. Is this a true play issue or some other defect?

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    18 replies

    Simon B
    Simon B
    Retired Sonos Staff
    August 15, 2020

    Hi @Binh, Thanks for reaching out and welcome to the community. Thanks for bringing this up and we understand where you're coming from. Regarding this issue. I’ll ask you to submit a diagnostic report for us to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue.  

    Let us know how you get on with the advice above.

    We're here to answer any further questions you have.

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    BinhAuthor
    Contributor I
    August 16, 2020

    This is the number. 198944089

    Simon B
    Simon B
    Retired Sonos Staff
    August 18, 2020

    Hi @Binh, thanks for the update. I appreciate you taking the time to submit the diagnostic report. Regarding this concern, upon checking the diagnostic report, It shows Wireless Interference on the Sonos system, and the Arc status is offline on the Sonos Beam and Arc. You can try to unplug the cables for 1-2 minutes, and replug it back in. On the sound of the speakers, have you tried to check on adjusting some sound settings on the Sonos App, like the Equalizer, treble, bass? Etc. And check if there's any difference.

    Let us know how you get on with the advice above.

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    BinhAuthor
    Contributor I
    August 18, 2020

    Yes, tried that. I contacted Support and they had me reset the whole thing and no difference. There is no “balance” adjustment.

    Simon B
    Simon B
    Retired Sonos Staff
    August 18, 2020

    Hi @Binh, thanks for the update. Have they suggested anything after those troubleshooting steps? Because if it still doesn’t work, then they should be able to escalate the issue to a higher tier of support for further investigation. or they may suggest any other options for this issue. 

    Let us know how you get on with the advice above.

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    SonosJames
    Contributor I
    August 19, 2020

    I’ve noticed this too, it’s more noticeable on Atmos, but I can still hear it on 5.1 content. Mostly Disney plus and Netflix through an Apple TV.

     

    @Simon B could you have a look at my diagnostic, thanks 1199285800

    Simon B
    Simon B
    Retired Sonos Staff
    August 19, 2020

    Hi @SonosJames, thanks for the update. I appreciate you taking the time to submit the diagnostic report. Upon checking, all is good with the Sonos system. it’s detecting Dolby Atmos sounds and no interference issues. Regarding on this issue. If the issue still persists. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps. so they can check what could be causing this issue. 

    Let us know how you get on with the advice above.

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      SonosJames
      Contributor I
      August 19, 2020

      @Simon B Good to know. I’ll listen to some more content and if needed contact them. Thanks for taking the time the time to look into it.

      Simon B
      Simon B
      Retired Sonos Staff
      August 19, 2020

      Hi @SonosJames, thanks for the update. let us know what happened after calling our phone support team,

      If there's any other issue you're having in the future, feel free to reach out.  

      The Sonos Community is always here to help.

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      BinhAuthor
      Contributor I
      August 21, 2020

      FWIW, I got shipped an RMA July build replacement ARC and that speaker just left of center is still playing more treble than the right speaker (both right next to the SONOS logo - Left and Right). I’ve tried multiple different songs and movies. Hmmmmm. If 2 of them are doing this, is this by design somehow?

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