Sony SupportHeadphones, Audio & Video

Article ID : 00282008 / Last Modified : 11/02/2023Print

There is no sound, the sound is too low, or the volume balance between game and chat is unbalanced (INZONE)

    Follow these steps to troubleshoot the issue:

    Notes:
    1. Select the headphones model:
    2. Select your situation:
      • The game console (computer or PlayStation®5) is connected to the headphones using the USB transceiver.
      • Go to step 4.
      • The smartphone or any Bluetooth® enable device is connected to the headphones.
      • Go to step 3.
    3. Perform the following steps on the connected device:
      1. Turn up the volume setting on the Bluetooth device.
      2. If the issue still occurs, disconnect the Bluetooth connection with the headphones and recon nect them.
      • The issue is resolved
      • The Bluetooth connection may have been temporarily unstable.
      • The issue is not resolved
      • Go to step 9.
    4. Disconnect the USB transceiver, and connect it firmly.

      Notes:

      • The issue is resolved
      • The connection between the headphones and the USB transceiver may have been temporarily unstable.
      • The issue is not resolved
    5. Disconnect the 4-pole mini plug from the USB transceiver and connect it firmly.

      Notes:

      • For the INZONE H3 only: If you are using a computer, disconnect and reconnect the plug between the USB audio box and the computer, as well as the audio box and the headphones. Connect the USB audio box directly to the computer, not using a USB hub.
      • If you are using the PlayStation 5, connect the headphones directly to a controller. Connecting the headphones via a USB audio box is not guaranteed.
      • For details on how to connect the headphones, refer to the Help Guide.
      • The issue is resolved
      • The issue may have been caused by the connection with the computer or PlayStation 5.
      • The issue is not resolved
      • Go to step 6.
    6. Set the Output setting of the computer.

      Note: The following procedure uses a computer running Microsoft® Windows® 10 OS. The menu items displayed on the computer may vary depending on the OS version.

      • The issue is resolved
      • The issue may have been caused by the computer sound output settings.
      • The issue is not resolved
        • If you are connecting the headphones with a computer, go to step 7.
        • If you are connecting the headphones with a PlayStation 5, go to step 8.
    7. Adjust the volume on the computer.

      Left-click the Speaker icon on the computer to turn up the volume and check if the issue is resolved.

      • The issue is resolved
      • The issue may have been caused by the Master Volume setting.
      • The issue is not resolved
      • Go to step 9.
    8. Set the Audio Output setting of the PlayStation 5.

      • The issue is resolved
      • The issue may have been caused by the PlayStation 5 sound output settings.
      • The issue is not resolved
      • Go to step 9.
    9. Turn up the volume using the headphones' VOL (volume) –/+ dial.

      You can turn up the volume by turning the VOL (volume) /+ to the + side.

      Note: If the volume is set low on the Bluetooth-connected device, the volume may not increase as expected by using the headphones' dial. If this is the case, turn up the volume on the connected device.

      • The issue is resolved
      • The issue was caused by the volume settings.
      • The issue is not resolved
        • If you are connecting the INZONE H9 or INZONE H7 or INZONE H5 to the device using the USB transceiver, step 10.
        • If you are connecting the INZONE H9 or INZONE H7 to the device via Bluetooth, step 11.
        • For INZONE H3, go to step 11.
    10. Adjust the volume balance between game and chat.

      You can use the GAME/CHAT (game/chat balance) button or INZONE Hub software.

      Hint: How to use the GAME/CHAT (game/chat balance) button on the headphones:

      • When you press the GAME button, the voice chat sound will be quieter and the game sound will be easier to hear.
      • When you press the CHAT button, the game sound will be quieter and the voice chat sound will be easier to hear.
      Note: The GAME/CHAT (game/chat balance) button is only effective for adjusting the volume balance of the game console connected via the USB transceiver. The volume balance with a Bluetooth device can't be adjusted.
      • The issue is resolved
      • The issue was caused by the volume balance.
      • The issue is not resolved
      • Go to step 11.
    11. Check the settings of the application.

      Note: For details on the settings refer to the manual of the support site of each application.

      • The issue is resolved
      • The issue may have been caused by the setting of the application.
      • The issue is not resolved
        • If you are using the INZONE H9 or INZONE H7 or INZONE H5 to connect the device using the USB transceiver, go to step 12.
        • If you are using the INZONE H9 or INZONE H7 to connect the device via Bluetooth, go to step 13.
        • For the INZONE H3, go to step 13.
    12. Pair again the headphones and the USB transceiver.

      Follow these steps to perform pairing again with the USB transceiver:

      • The issue is resolved
      • The issue may have been caused by the connection between the headphones and the USB transceiver.
      • The issue is not resolved
      • Go to step 13.
    13. Close the application, and restart it.
      • The issue is resolved
      • The issue may have been caused by a temporary malfunction of the gaming app.
      • The issue is not resolved
      • Go to step 14.
    14. Restart the connected device.
      • The issue is resolved
      • The issue may have been caused by a temporary malfunction of the connected device.
      • The issue is not resolved
    15. Reset the headphones.

      Note: The Bluetooth pairing information and other settings are retained after the reset.

      • The issue is resolved
      • The issue may have been caused by a temporary malfunction of the headphones.
      • The issue is not resolved
      • Go to step 16.
    16. Initialize the headphones.

      Note: Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

      • The issue is resolved
      • The issue may have been caused by a temporary malfunction of the headphones.
      • The issue is not resolved
      • The headphones may be malfunctioning and require repair.  Go to Product Repair.