Sony SupportGaming Headphones

Article ID : 00366587 / Last Modified : 14/11/2025Print

There is no sound, the sound is too low, or the volume balance between game and chat is unbalanced (INZONE H9 II)

    Follow these steps to troubleshoot the issue:

    Note: When the issue occurs during a phone call or voice chat, refer to the article While on a phone call or voice chat, I cannot hear the other party's voice or they cannot hear mine.
    1. Select the situation the issue occurs:
      The game console (computer, PlayStation®5, or USB Type-C® compatible smartphone) is connected to the headphones using the USB transceiver
      Go to step 3.
      The smartphone or any other device is connected to the headphones via Bluetooth
      Go to step 2.
      The game console (computer, PlayStation 5, or smartphone with headphone cable port) is connected to the headphones using the headphone cable
      Go to step 4.
    2. Check the following on the connected device:
      1. Turn up the volume setting on the Bluetooth device.
      2. If the issue is not resolved, disconnect the Bluetooth connection with the headphones once and reconnect them.
      The issue is resolved
      The Bluetooth connection may have been temporarily unstable.
      The issue is not resolved
      Go to step 8.
    3. Disconnect the USB transceiver once, and reconnect it firmly.

      Notes:

      • Make sure that the slide switch of the USB transceiver is set to the correct side (PC or OTHER).
      • Connect the USB transceiver directly to the computer or PlayStation 5.
      • Connecting the headphones to a USB port of the TV is not guaranteed.
      • For details on how to connect the headphones, refer to the Help Guide.
      The issue is resolved
      The connection between the headphones and the USB transceiver may have been temporarily unstable.
      The issue is not resolved
      Go to step 4.
    4. Disconnect the 5-pole mini plug of the headphones and 4-pole mini plug from the connected device once, and reconnect it firmly.
      The issue is resolved
      The issue may have been caused by the connection with the computer or PlayStation 5.
      The issue is not resolved
      • If you are connecting the headphones to a computer, go to step 5.
      • If you are connecting the headphones to a PlayStation 5, go to step 7.
    5. Set the Output setting of the computer.

      Note: The following procedure uses a Windows 11 computer for reference. The menu items displayed on the computer may vary depending on the OS version.

      1. On the Start menu, open Settings.
      2. Select System → Sound.
      3. Set the Output settings to INZONE H9 II - Game.
      The issue is resolved
      The issue may have been caused by the computer sound output settings.
      The issue is not resolved
      Go to step 6.
    6. 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 8.
    7. Set the Audio Output setting of the PlayStation 5.
      1. On the PlayStation 5 Home screen, select Settings.
      2. Select Sound → Audio Output.
      3. Set the Output Device setting to USB Headset (INZONE H9 II).

      Hints: If you would like to use the PlayStation 5 controller to change the setting, push the PS button on the controller, select Sound → Audio Output, and then set the Output Device setting to USB Headset (INZONE H9 II).

      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 8.
    8. 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 computer to the headphones using the USB transceiver, go to step 9.
        The game console (computer, PlayStation®5, or USB Type-C® compatible smartphone) is connected to the headphones using the USB transceiver
      • If you are connecting the PlayStation 5 or USB Type-C compatible smartphone to the headphones using the USB transceiver, go to step 10.
      • If you are connecting the smartphone or any other device to the headphones via Bluetooth, go to step 10.
    9. Adjust the volume balance between the game and chat.

      You can use the GAME/CHAT BALANCE button or INZONE Hub software.

      Hint: How to use the 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 BALANCE button is only effective for adjusting the volume balance of a computer connected via the USB transceiver. The volume balance with a PlayStation 5 or Bluetooth device cannot be adjusted.
      The issue is resolved
      The issue was caused by the volume balance.
      The issue is not resolved
      Go to step 10.
    10. Check the settings of the application.
      • On the application setting, make sure that the sound output setting for the voice chat is set to INZONE H9 II.
      • If you are connecting the device via Bluetooth, make sure that the sound output setting of the voice chat is set to INZONE H9 II

      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 connecting the game console to the headphones using the USB transceiver, go to step 11.
      • If you are connecting the smartphone or any other device to the headphones via Bluetooth, go to step 12.
    11. Try pairing again the headphones and the USB transceiver.

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

      1. Press and hold the connect button on the USB transceiver and the (power) button on the headphones for about 5 seconds or more.
      2. After the headphones enter the pairing mode, a notification sound is heard from the headphones, and the connection indicator on the USB transceiver and the power indicator on the headphones flashes twice alternately. Then you will hear a voice guidance say Pairing.

      After the pairing is complete, a notification sound is heard from the headphones, and the connection indicator on the USB transceiver lights up in white.

      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 12.
    12. Close the application once, 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 13.
    13. 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
      Go to step 14.
    14. Reset the headphones.

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

      1. Connect the headphones to an AC outlet.
      2. Press and hold the (power) button and (Bluetooth) button for about 5 seconds or more.
      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 15.
    15. Initialize the headphones.

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

      1. Disconnect the USB Type-C cable and turn off the headphones.
      2. Press and hold the (power) button and (Bluetooth) button for about 10 seconds or more.
      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 service may be required.