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Customer Support

Based on the latest developments of the COVID-19 outbreak and out of an abundance of caution, the majority of our employees will be working remotely until further notice. Due to these circumstances, our office staff and support teams will be unable to answer your calls directly. However, you are welcome to leave a message by calling our support line (1-888-848-2643), and one of our team members will respond to your inquiry as soon as possible within our standard business hours. Alternatively, you can submit a support ticket directly from our website or email us at [email protected]. Thank you.

Questions? Don’t hesitate to contact us.

Email: [email protected]

North America:

1-888-848-2643

Monday to Friday

Saturday and Sunday*

7:30 a.m. to 4:30 p.m. PST

Closed

*All support inquires during weekend and statutory holidays will be responded to the next business day.

FAQ

Answers to our most frequently asked questions

YU4 / YU6 / SYD

Yes. Standby mode is for power saving purposes and does not affect your bass and treble settings. However, when the power is turned off completely, these levels will automatically default to factory settings.

If you select Bluetooth™ as your input method and do not see a flashing white light on the front of your speaker, it means they are currently connected to a device. To enter pairing mode, ensure that all previous Bluetooth™ connections are disabled by pressing the Bluetooth™ reset button on your remote. If your remote is not available, simply reset the speakers by turning them off and on using the power switch on the back panel.

  1. Make sure the power cable is connected to the speaker and power outlet.
  2. Ensure that the power outlet is providing power.
  3. Verify that the power switch on the rear of the speaker is in the “On” position.
  1. Ensure there is a clear line of sight from the remote to the speakers. Aim the remote at the speakers.
  2. Check battery compartment of remote to make sure the batteries are installed and aligned correctly.
  3. Replace batteries.
  1. Set the volume of the source to its highest level. Low source volume can negatively affect dynamic range.
  2. Ensure that the rear of the speaker is spaced away from the wall by at least 8 inches, allowing the rear port function to be left unimpeded.
  3. Set the bass and treble levels to the default setting by pressing the EQ reset buttons on the remote.
  4. Test a different song or source to isolate the issue.
  1. If using the optical input, set the source’s output to stereo – not surround, Dobly, DTS, or 5.1 – and set the sample rate to 96Khz or lower.
  2. Verify if the noise is coming from the source by removing all sourced from the speakers.
  3. Make sure it is not a power issue by trying a power outlet that is on a different circuit.
  4. Check that the audio cable connected to and from the source is firmly seated. Try a different cable or source to isolate the issue.
By default, SYD applies your EQ (bass & treble) settings to all inputs. This can cause difference between the inputs as the EQ is applied to the different sources. If you prefer to set individual EQ settings for each input, you can activate Bass Treble Memory (BTM) by pressing and holding the Treble Reset button for 5 seconds. The front panel LED will blink twice to indicate that BTM has been activated. You can deactivate BTM by pressing and holding the Treble Reset button for 5 seconds. The front panel LED will blink once to indicate that BTM has been deactivated. BTM is disabled when power is removed.

Yes you can! To setup Bluetooth™, ensure your speakers are in Bluetooth™ pairing mode, indicated by a flashing white light on the front panel. This is done by selecting the Bluetooth™ option on your remote, or by cycling through the inputs by pushing the volume knob. Doing so will cause your speakers to be displayed in your device’s Bluetooth™ settings.  Once the pairing is complete, the flashing white light will turn solid and you can begin streaming your audio!

If you have misplaced your remote, you can still cycle through the different input channels by pushing the volume knob. Connect your device through the desired input method and cycle through until you hear sound.

Cycle order: RCA > AUX > OPT1 > OPT2 > Bluetooth™

  1. Make sure the correct input is selected. Click the knob on the front of the speakers to cycle through the four different inputs or use the remote to choose the correct input.
  2. Set the volume of the source to its highest level. Ensure audio source is playing audio.
  3. Check that the audio cable connected to and from the source is firmly connected. Test another audio cable if available.
  4. Verify that the volume of the speaker is not at its minimum level.
  5. Turn the volume up using the knob on the front or the volume controls on the remote.
  1. Ensure the speakers are in Bluetooth mode by clicking the
  2. Bluetooth button on the remote or cycle through the inputs by clicking the knob on the front of the speakers until the blue light on the front panel of the speakers starts flashing.
  3. Make sure the blue light on the front panel of the speakers is flashing, indicating the speakers are in pairing mode. If the blue light is solidly lit, click the Bluetooth reset button on the remote to unpair a previously used device and enter pairing mode.
  4. On the source, turn Bluetooth off and on again.
  5. If the speakers cannot be found while searching for devices on the source, turn off the speakers using the power switch on the rear of the speakers. Switch them back on and try these steps again.
  1. Check if the sub is muted by holding the mute button for +5 seconds (see Sub Mute on Pg.9 for more info)
  2. Check that the RCA cable connected to and from the subwoofer is firmly seated. Try a different cable or source to isolate the issue.
  3. Make sure the subwoofer is connected to a power outlet and is set to “On” or “Auto”.
  4. Increase the volume of the subwoofer.
  5. Power-cycle the speaker by switching the power switch off then on.

YU2

  1. Make sure the power cable is connected to the speaker and power outlet.
  2. Ensure that the power outlet is providing power.
  3. Verify that the power switch on the rear of the speaker is in the “On” position.
  1. Set the volume of the source to its highest level. Ensure audio source is playing audio.
  2. Check that the audio cable connected to and from the source is firmly connected. Test another audio cable if available.
  3. Verify that the volume of the speaker is not at its minimum level.
  4. Turn the volume up using the knob on the rear of the speakers.
  1. Reconnect the speaker wire between the active speaker and passive speaker and ensure the ends of the speaker wire are fastened securely through the binding posts.
  2. Check that the audio cable connected to and from the source is firmly seated. Try a different cable or source to isolate the issue.
  3. Ensure that the balance setting on the source is centered. Some sourced may not have an adjustable balance setting.
  4. If using the USB input switch the audio output of your source may not have an adjustable balance setting.
  1. Set the volume of the source to its highest level. Low source volume can negatively affect dynamic range.
  2. Verify that the speaker wire is connected to the same color terminals on the active speaker and passive speaker.
  3. Ensure that the rear of the speaker is spaced away from the wall by at least 8 inches, allowing the rear port function to be left unimpeded.
  4. Test a different song or source to isolate the issue.
  1. Verify if the noise is coming from the source by removing all sourced from the speakers.
  2. Make sure it is not a power issue by trying a power outlet that is on a different circuit.
  3. Check that the audio cable connected to and from the source is firmly seated. Try a different cable or source to isolate the issue.
  1. Check that the RCA cable connected to and from the subwoofer is firmly seated.
  2. Try a different cable or source to isolate the issue.
  3. Make sure the subwoofer is connected to a power outlet and is set to “On” or “Auto”.

SUB6 / SUB8

  1. Ensure the power cable is connected to the subwoofer and power outlet
  2. Ensure that the power outlet is providing power
  3. Verify that the power switch on the rear of the subwoofer is in the “On” position
  4. Check the fuse on the rear panel of the subwoofer to ensure it’s intact.
  1. Ensure audio source is playing audio.
  2. Check that the audio cable connected to the source is firmly connected. Test another audio cable if available.
  3. Verify that the volume of the subwoofer is not at it’s minimum level.
  1. Check that the RCA cable connected to and from the subwoofer
  2. is firmly seated. Try a different cable or source to isolate the issue.
  3. Make sure the subwoofer is connected to a power outlet and is set to “On” or “Auto”.
  1. Set the source of the volume to a higher level and reduce the volume of the subwoofer. Low source volume can negatively affect dynamic range.
  2. Test a different song or source to isolate the issue.
  3. Adjust crossover to match the rest of the system.
Set the volume of the source to its highest level. Low source volume can inadvertently trigger standby mode.
  1. Ensure you are using an RCA to RCA subwoofer cable.
  2. Verify if the noise is coming from the source by removing the source from the subwoofer.
  3. Make sure it is not a power issue by trying a power outlet that is one a different circuit.
  4. Check that the audio cable connected to and from the source is firmly seated. Try a different cable or source to isolate the issue.