Support Request

The vast majority of support requests we receive are not due to product malfunction but to the operating environment. Please read the following first before engaging in expensive logistic costs.

We have been manufacturing monitors since 1977 and active monitors since 1993 and have very little after sales issues.

All our products are individually tested and calibrated before leaving our factory. They left in perfect condition and perfectly calibrated according to our specifications.

In normal conditions of use, our products remain stable over time and there is no need for any service or re-calibration. Hereunder are answers to comments we have had from customers over the decades. The majority of after-sales comments relates to the environment and setup and not to the monitors themselves.

Before filling out the form, please check the following:

Check power outlet with another device, switch power cable and check the fuse.

Switch position as well as all cables and test monitors in the simplest configuration, ideally with only a source of sound directly connected through the XLR.

The monitors are protected against overload and the LED turns RED to indicate the operation of the internal limiter. This protects the drivers and indicates that the listening level should be turned down.

There are 2 reasons the monitor will turn off and the LED turn red:

Overheating: this happens when the back panel reaches around 60°C (140°F). If the back panel is hot this is normal. Make sure the monitor is not close to a heat source and back panel has sufficient space to allow air circulation around it.

Depending on the audio content and level being played it is normal that the monitor can heat up and protect itself. It will return to normal once it cools down.

PSC (Phantom Standby Control): a direct current (DC) in the signal will put the monitor in standby mode with the LED turning RED. This is very useful when used properly to turn devices to standby mode and back.

If the LED returns to green when the XLR is removed then there is DC in the XLR signal.

By “idle” we mean that the monitor is ON, and not on standby, but no sound is playing.

A slight background noise around 26 dB at 10 cm is normal and negligible compared to any musical signal at a normal listening distance

We use only the highest-grade low noise toroidal transformers.

The mechanical hum from the transformer is normal also around 26 dB at 10 cm and caused by magnetostriction. Any louder or sporadic hum is normally caused by variations of mains power supply such as:

– Variations in mains voltage

– Harmonics in the mains power supply These come from the quality and consistency of the voltage of the mains power supply and can also be affected by the grid and by other electrical devices connected to the same power supply.

Many filters exist that are very effective in “cleaning” the power supply.

Abnormal sound can come from various sources and the first step is to identify the source.

– Check that monitors are positioned on a stable surface.

– Swap position, power cable and XLR cable of the monitor.

– Check that all screw are tight: drivers, back panel, XLR

– Disconnect the XLR, if the noise disappears check the quality of your XLR signal and the grounding of both monitor and XLR.

– Noise coming from the back panel and transformer is most often due to mains power supply. Test the monitor plugged into a different power outlet and even in a different building. Very often noises come from direct current and/or harmonics in the mains power supply. Many filters exist and have very good results.

– Noise coming from the sides of the cabinet could be a loose cable inside, refer to PSI Audio dealer.

Our products are entirely analogue, components are matched, and every item is tested and calibrated before it leaves our factory.

We are extremely rigorous with the way our electronics work after the first 1 or 2 seconds after switching on but the power on/off process is less important.

During final calibration we test that the power on/off noise is not significantly louder than the noise of the switch itself. This is our criteria in the lab, but it can vary in a different configuration. The noise varies from unit to unit and also depends on the power supply, grounding and what other device is connected to the mains at that time.

A more or less loud “pop” during power-on/off process is consistent to all entirely analogue devices and not something to worry about even if we have gotten used to the silent process of micro-controlled devices and switching power supply.

It is perfectly normal and there is absolutely no risk with having a noisier power on or off with a device. It has no incidence on the functioning or ageing of the unit.

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