Troubleshooting
Fix problems opening or completing the Tuning Wizard.
When the wizard cannot start
The Tuning Wizard works in both the online and offline editions. The wizard shows a message when it cannot load its ready-made profiles. Each message has a specific fix.
The wizard needs the SonicCloud app open. Start SonicCloud, then keep tuning. The wizard checks again on its own.
This message appears when SonicCloud is not signed in to your account, so the wizard cannot load your profiles. Sign in to the SonicCloud app, then continue. See Account and subscription. The offline edition never asks you to sign in.
Some ready-made profiles are missing. In the online edition, they come from your account, so sign out of SonicCloud and sign back in. In the offline edition, they come from the SonicCloud installation on this computer, so restart SonicCloud or reinstall it. If it continues, contact us.
Something went wrong while loading. Select Try again. If it continues, contact us.
SonicCloud may report that the wizard failed to launch. Reinstall SonicCloud, then try again.
During the session
Read the message under it. It tells you what is missing: answer the questions, listen to both profiles for 10 seconds, choose a profile, move the slider, or save the profile.
Play the test audio first. Fine-tuning sliders respond only while audio is playing. The hint reads "Play the test audio to adjust."
Each profile must play for 10 seconds before you can switch. The screen shows how long you have listened.
Check that your headphones are connected and set as the default playback device, then raise the volume slider in the wizard.
Wait a moment and try again. If it continues, close the wizard and open it again from the SonicCloud icon menu.
Enter a different name when you save.
Closing early
Select Finish to leave the wizard. It asks "Finish and close the wizard?" and confirms that your saved profiles stay in SonicCloud. Choose Keep tuning to go back.
Other problems with sound or devices are covered in Support troubleshooting.