Contributor I

Answered

Stereo / Left and Right Channel Bug?

34 replies
1916 views

Hello :)

I currently own the Sonos Arc Ultra. This is my first Sonos product. I have already asked google about my problem and searched here in the forum but have not found anything suitable.

My left and right speakers are extremely quiet. I first noticed this when I was watching normal TV. There were two channels that were broadcasting "Stereo PCM" according to the Sonos app. I had to turn the volume up from 10 to 20-26 so that I could hear anything at all. Then I turned on a 5.1 Dolby test video on YouTube to test the whole thing. I immediately noticed that as soon as the sound moved from the center to the left and right speakers, the volume was half as low. However, the Sonos app displayed 5.1. This leads me to the conclusion that it is only due to the left and right speakers.

I have already swapped HDMI cables. Switched everything off, restarted and checked all settings 3-4 times... Soundbar has already been replaced once because of the error. No improvement.

Interestingly, I didn't have this problem with the Bose Ultra or the Samsung Q990C.
Can anyone check this with the Arc Ultra? Is this the case for everyone? Or is the fault more likely to be mine?

Here are the two 5.1 videos I used for testing:

https://youtu.be/lWHFTCCSmks?si=UP4tbQISizP4WV2w

https://youtu.be/2o7wj2hWQNI?si=kuxeWec1S3vtVjjl

Would be nice if someone could test this for themselves.

Kind regards

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Corry PAnswer

Sonos Staff

Hi @KylanX

Welcome to the Sonos Community!

I was able to recreate the experience you are reporting with my own Arc Ultra with the centre channel sounding louder than the side channels.

Given the feedback that the previous Arc model received, I believe this is intentional.

There are three main improvements to dialogue with Arc Ultra via the placement of mids and tweeters and waveguides

One is Improved dialogue through standing wave mitigation with the integration of the Left, Center, and Right array
Improvements to dialogue are expected through adding a waveguide to the center channel and improving evenness of coverage using re-thought left and right arrays
The all-new speech enhancement feature. This gives customers more customization on the dialogue level they wish to listen.

In addition, I believe what you experienced with Stereo PCM is also expected - my nVidia Shield (the Android streaming box) has a dedicated setting just for boosting the volume of PCM sources to the same level as that of Dolby Digital, so I think this and what I mentioned above is compounding to make the Stereo PCM source sound even quieter. You may be able to circumvent this somewhat by telling your TV to always output a specific codec (like Dolby Digital +), but this may have unintended consequences (like preventing better quality formats like TrueHD or McLPCM).

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

Corry PAnswer

Sonos Staff

Hi @KylanX

Welcome to the Sonos Community!

I was able to recreate the experience you are reporting with my own Arc Ultra with the centre channel sounding louder than the side channels.

Given the feedback that the previous Arc model received, I believe this is intentional.

There are three main improvements to dialogue with Arc Ultra via the placement of mids and tweeters and waveguides

One is Improved dialogue through standing wave mitigation with the integration of the Left, Center, and Right array
Improvements to dialogue are expected through adding a waveguide to the center channel and improving evenness of coverage using re-thought left and right arrays
The all-new speech enhancement feature. This gives customers more customization on the dialogue level they wish to listen.

In addition, I believe what you experienced with Stereo PCM is also expected - my nVidia Shield (the Android streaming box) has a dedicated setting just for boosting the volume of PCM sources to the same level as that of Dolby Digital, so I think this and what I mentioned above is compounding to make the Stereo PCM source sound even quieter. You may be able to circumvent this somewhat by telling your TV to always output a specific codec (like Dolby Digital +), but this may have unintended consequences (like preventing better quality formats like TrueHD or McLPCM).

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

K

KylanXAuthor

Contributor I

First of all, thank you very much for testing and your detailed reply. I really appreciate it.
As you write it, the Arc Ultra really does seem to work as intended.
Then I'll be happy with that and the topic can be closed.

Many thanks again :)
Best regards

D

D700

Enthusiast II

Hi @KylanX

Came across this thread searching for updates on my own problems. I encountered the same problem with my Arc Ultra, ERA300s, Sub 4 system...except in my case, all channels, including surround/height/center are louder than my front Left&Right.

I noticed the problem with certain movie scenes action not panning left to right as well as I’d expect. I installed the latest firmware and I think that solved some channel assignment problems but doesn’t seem to have addressed the core L/R loudness problem.

More of us are complaining here in this thread, I think you’ll recognize the symptoms:

Corry P

Sonos Staff

Hi @D700

I concur - it does seem like it is the left/right channels that are quieter, rather than the centre channel being louder. This does depend on the Surround Level setting, of course, but I think I have mine balanced.

I will bring this up in a meeting later today.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

D

D700

Enthusiast II

Hi @D700

I concur - it does seem like it is the left/right channels that are quieter, rather than the centre channel being louder. This does depend on the Surround Level setting, of course, but I think I have mine balanced.

I will bring this up in a meeting later today.

I can upload a video of mine if helpful, it's easy to distinguish volume difference. If anything, its almost like the surround volume has the level F/R should have and vice versa. My surrounds may be even louder than my center even. If I can find steady test tones demo track somewhere I can provide specific measurements if needed.

Corry P

Sonos Staff

Hi @D700

Thank you for the offer, but there is no need - I can recreate the situation on my own Arc Ultra.

If you want to check for your own curiosity, I recommend using Dolby’s own test videos (I used the top two). They can usually be put on a USB stick which can connect directly to the TV.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

D

D700

Enthusiast II

Hi @D700

Thank you for the offer, but there is no need - I can recreate the situation on my own Arc Ultra.

If you want to check for your own curiosity, I recommend using Dolby’s own test videos (I used the top two). They can usually be put on a USB stick which can connect directly to the TV.

What is the likelihood this will get fixed via a firmware update? Or is this a hardware issue?

I have until tomorrow to return the system.

FYI, I opened a chat with support, referenced this and the other thread, then was referred to call in support. That agent opened ticket but after lots of back and forth, started to ask me to manually adjust the height channels??. I declined, said I just wanted Trueplay to do the channel balance correctly, I shouldn’t have to manually adjust anything...and there’s no individual channel adjustment options for FL/FR. She said she couldn’t contact you or get any better information with Sonos technical.

reference number for this inquiry is ********

Moderator edit: recorded and removed case number

Corry P

Sonos Staff

Hi @D700

I am about to have a meeting with the lead audio engineers regarding just that - it was going to be right now, but it’s been delayed till tomorrow. I can’t say whether any one particular issue will be addressed or not - it’s really not up to me to decide - but I will be taking everyone’s concerns to them, and this is one of them.

I don’t think there is anything wrong with your hardware, no - this is most likely a decision made in software and as such, will be addressable. I assume the agent you spoke to was just trying to help you in any way they could think of - as there are no controls for the left/right or centre channels, all she could suggest was adjusting other levels.

As you have an open support case created before your Money Back Guarantee period is up, you should be able to organise a refund at any point, really, though it may take a manager to authorise it for you. Procedures may vary however - I am not in the US. I recommend contacting your local support team tomorrow to make sure of this.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

D

D700

Enthusiast II

Thanks for being transparent, I really respect and appreciate that, thank you.

D

D700

Enthusiast II

Hi @D700

I am about to have a meeting with the lead audio engineers regarding just that - it was going to be right now, but it’s been delayed till tomorrow. I can’t say whether any one particular issue will be addressed or not - it’s really not up to me to decide - but I will be taking everyone’s concerns to them, and this is one of them.

...and while you’re in there, they might sell more ERA300s/5s if could enable adding additional dedicated front left/front right speakers and use the ARC (or a Beam) as a center/height channels. Then add a “Dedicated Music 2.1 Mode” to get really crisp 2 channel playback, mimicking a dedicated separates system.

My wall is 25’ wide with a 100” screen/projector smack in the middle. My ERA300s as surrounds are to the sides and behind my seating area and sense of separation is spectacular...the ARC Ultra can’t compete with that amount separation, which makes the volume issue even worse.

Thanks again.

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