Hi ​@fsedarkalex 

Thanks for the diagnostics and the context!

I have found something in the diagnostic that has me puzzled, and could well explain the behaviour that you report. But, I need to ask for help about it and it looks like this may take till Monday for me to get a reply.

I’ll get back to you once I hear back.

Thank you very much Corry! If there’s anything I can still do to assit you, let me know.

I still have a bit time to decide if returning or keeping is the better option. So waiting a few days is okay. I just hope that a solution would not take too long, so that I must return it in order to not getting “stuck” with it in case…

Have a nice weekend!

Hi ​@fsedarkalex 

Thank you for your patience.

In essence, we are unable to recreate the issue that you are reporting in our own tests. What I saw in the diagnostics was more about me not understanding the diagnostics than anything that indicated a problem, as it turns out. Further, my colleague actually found his Ultra to be producing more bass with or without a Sub, as compared to Arc in the same setup.

I don’t recall whether you mentioned having already tried a replacement unit or not on the other thread, but if not, I recommend giving our technical support team a call - please refer them to this thread to avoid having to repeat yourself or the steps you have taken so far too much. If you have a case created regarding this issue before your Money Back Guarantee period runs out, then we can take that as you having not passed the deadline and we can still give you a refund once troubleshooting has been tried, even if you then go beyond the MBG period, assuming that’s still what you want to do at that stage (you won’t be able to do it yourself via our website, but you will be able to do so via a call to support). Just be aware that they may give you some steps to try in your own time after the call  - this does not mean you can’t get back in touch if they don’t help, or that we have given up.

I hope they are able to find an answer, or that a replacement will help.

No, I have not. But I see the sound is okay until I connect the sub gen 3 (or even okay when I disable it) so it must be software. But yes, I can reach out. How do I write en email to the support team? Because my last chat experience was… not so good :)

Hi ​@fsedarkalex 

It certainly sounds like a software issue, though the fact that we cannot replicate it is a strong argument against the possibility.

Email only works once there is already a case in progress. As in, you can reply to an email from a support agent and continue the case, but you cannot initiate a support case via email.

I recommend that you phone if you want to avoid chat - you can find the phone number on our contacts page.

I hope this helps.