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Hi,

I set up my arc ultra, sub 4 and era 300 surrounds today. The system is great except for one issue. My surrounds are way too loud. I have set the era 300’s on 80cm high stands (so they are ant ear height) and placed them 1.5 meters away from me to the side, slightly behind with them pointing towards my ears. 
 

I ran full trueplay with my iPhone but the surrounds are very loud, in a “shouty” kind of way. I’ve used the app to lower surround volume but it only goes to -15 but I think I need -30! The issue is with both surrounds so it is unlikely there is a fault with the system. I also tried turning down height in case this was the problem but it made little difference. 
 

The volume of the arc is perfect but when the same sound (while gaming) comes from the era’s is mega loud and very uncomfortable. The same issue occurs on my 4k blu ray player and Apple TV. It occurs in anything Dolby Atmos as far as I can tell. I tried turning everything off and on again at the mains in case it was a glitch but the same thing occurs. I also reran trueplay several times and tried “short” trueplay but it remains the same. I can’t move the era any further away from me. 

Has anyone else experienced this or have any suggestions?

Under the settings for the room, Surround Audio, you can adjust the level of the surrounds for both TV and music. 

Under the settings for the room, Surround Audio, you can adjust the level of the surrounds for both TV and music. 

Thanks, I tried that but it only goes to -15 which is still louder than the arc ultra. 

That seems a lot like an issue with your TV, or the Arc Ultra. To start with, I’d reboot both by unplugging them from power for at least two minutes. If the issue persists after that, I’d submit a system diagnostic, and call Sonos Support to discuss it.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Under the settings for the room, Surround Audio, you can adjust the level of the surrounds for both TV and music. 

Thanks, I tried that but it only goes to -15 which is still louder than the arc ultra. 

 If you put your ear at the front of a 300 do you hear the front facing speaker working?  It should be disabled when the 300 is bonded as a surround speaker.

 Odd to hear of this issue as most folks are complaining their surround volume is too low.

Under the settings for the room, Surround Audio, you can adjust the level of the surrounds for both TV and music. 

Thanks, I tried that but it only goes to -15 which is still louder than the arc ultra. 

 If you put your ear at the front of a 300 do you hear the front facing speaker working?  It should be disabled when the 300 is bonded as a surround speaker.

 Odd to hear of this issue as most folks are complaining their surround volume is too low.

The sound is coming out of the sides and top of the eras like it’s supposed too so it isn’t that. I saw lots of people have the opposite issue to me. Maybe there is something in my configuration that may resolve their issue!

 Try “Quick Tuning” TruePlay.  Make sure the mics are on for the Ultra & both 300s.

I’ll close this question now, thanks everyone for your help. I think this is an expectation issue on my end rather than a performance one on the product. I’m used to AVR’s where you can customise sound so lots of things sounded different with the ultra. I’ve found some content sounds fine with it so I’ll put the issue down to bad audio mixing/ quality of what I played. 

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