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Kculley
December 26, 2020

Low volume issue when using beam with hisense tv

Hi, we have just connected our bean to our tv. We seem to be having issues with the volume that it is putting out. We have checked that it’s on Dolby within the tv setting. When we play music and I compare it to our Sonos 1 it does not seem to deliver the same volume. It’s is delivery better sound quality.  When we compare this to our previous system it’s got no punch.

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4 replies

Rowena B.
Rowena B.
Retired Sonos Staff
December 26, 2020

​Hi @Kculley, 

Welcome to the Sonos community and thanks for letting us know about your concern. To help you with your Sonos Beam volume issue, I’ll be requesting a diagnostic report to check your Sonos system. Just include the confirmation number in your response. Please do not hesitate to reach out if you have further questions or concerns. We are always happy to help out.

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KculleyAuthor
December 27, 2020

How do I do this

 

    KculleyAuthor
    December 27, 2020

    I have worked it out my confirmation no 530528700

    Rowena B.
    Rowena B.
    Retired Sonos Staff
    December 27, 2020

    Hi @Kculley,

    Thanks for your response and for submitting the diagnostic. As per checking, all your Sonos devices are offline.

    Let me suggest the following troubleshooting steps to see if it will work for you.

    1. Reboot your TV and Sonos Beam
      • Unplug the HDMI cable from the Sonos Beam and the TV. 
      • Unplug the power cable from your TV, the Sonos Beam, and any connected audio source (such as a cable box or video game console).
      • Wait 30 seconds before you plug them back in.
      • Reconnect the HDMI cable directly to your TV and the Sonos Beam. Inspect the HDMI cable to ensure it’s not bent or kinked and check to see that it’s fully inserted into both devices.
    2. Check TV software update (if available)
    3. Change the TV audio format (Dolby Digital 5.1, PCM i.e.)
    4. Use the digital optical audio output using the optical audio adapter (included with the Beam).

    If there's no improvement with the sound, it would be best for you to continue working with us over the phone to expedite the process.  I recommend contacting our phone support to remotely access your device and perform some tests.

    Please let me know if you have any further questions or concerns, we'll be glad to assist you.

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