Questions & Answers

• Question:

  I'm experiencing issues with my speakers when connected via USB on a Windows 10/Windows 11 operating system. What could be causing this, and how can I fix it?

  Answer:

  If you are experiencing issues with your speakers when connected via USB on a Windows 10+ operating system, it might be due to the DCH (Declarative, Componentized, Hardware Support Apps) drivers. While DCH drivers offer many benefits, they can sometimes cause compatibility issues with USB audio devices, resulting in problems such as delays when sound starts, poor audio quality, or the speakers not being recognized properly.

  Solution: To resolve these issues, we recommend switching from DCH drivers to non-DCH (standard) drivers. Here’s a step-by-step guide to help you do that:

  1. Uninstall the Current DCH Drivers:

     • Open the Device Manager on your PC.
     • Locate your audio device under "Sound, video, and game controllers."
     • Right-click on the device and select "Uninstall device."
     • Ensure you check the option to delete the driver software for this device to completely remove the DCH drivers.

  2. Download the Non-DCH Drivers:

     • Visit the support website of your motherboard or computer manufacturer.
     • Navigate to the driver download section and find the non-DCH Realtek (or appropriate) audio drivers for your system.

  3. Install the Non-DCH Drivers:

     • Download and run the installer for the non-DCH drivers.
     • Follow the on-screen instructions to complete the installation process.

  4. Restart Your PC:

     • After installing the non-DCH drivers, restart your computer to apply the changes.

  By switching to non-DCH drivers, the compatibility issues with your USB speakers should be resolved, allowing you to enjoy optimal audio performance.

  Additional Tips

  • Check for Firmware Updates: Ensure your speakers have the latest firmware installed. Visit the manufacturer’s website for firmware updates that may improve compatibility and performance.
  • USB Ports: Try connecting your speakers to a different USB port to see if the issue persists.
  • Contact Support: If you continue to experience issues, please contact our customer support team. Provide details about your operating system, motherboard model, and the specific problems you are encountering.

  We hope this helps you resolve any issues and enhances your experience with our speakers. If you have further questions or need assistance, don’t hesitate to reach out to our support team.

• Question:

  Can I take my Audioengine HD3 speakers to another country with a different voltage?

  Answer:

  Yes, you can. The HD3 speakers use a switching power supply so it will automatically convert to the different voltage. The power cable is also detachable which makes it convenient to replace the AC plug with a different type if you don’t want to use an adapter plug.

• Question:

  What are the QA Stickers?

  Answer:

  We take great pride in our products, and go through great lengths to ensure consistency and quality. For that reason, this item was randomly selected for an additional step of Quality Assurance.

• Question:

  Why is the Bluetooth LED orange instead of white?

  Answer:

  If the Bluetooth LED is illuminated orange that means you are streaming in aptX HD which is a higher grade of Bluetooth signal.

• Question:

  HD3 Size: What is the dimensions of the HD3?

  Answer:

  Each speaker is 7"H x 4.25"W x 5.5"D

• Question:

  Bluetooth won’t connect on my Mac Computer (2019 or newer). Reset the Bluetooth to determine if that is the issue.

  Answer:

  Step-by-Step Guide

  1. Open Terminal:

     • You can find Terminal in your Applications folder under Utilities, or you can use Spotlight by pressing Cmd + Space and typing "Terminal".

  2. Execute the Command:

     • In the Terminal window, type the following command and press Enter:

  bash

  Copy code

  sudo pkill bluetoothd

  3. Enter Your Password:

     • After pressing Enter, you will be prompted to enter your password. Type your Mac's administrator password and press Enter.
     • Note that when you type your password, it won't be displayed on the screen (not even as asterisks). Just type it and press Enter.

  By following these steps, you should be able to reset your Bluetooth service on your Mac, which can help resolve connectivity issues with your Audioengine devices or any other Bluetooth peripherals.

• Question:

  How do I know if I bought from an authorized and legitimate site?

  Answer:

  Audioengine operates two websites, audioengine.com and audioengineeu.com. If you go to any other site but these, they are not an Audioengine site. For Canada, Mexico and most of Europe and the UK, we only sell through Amazon. There are also a host of authorized retailers and sites across the US, and they can be found here. For international sales, we have distributors that operate independently, and they can be found here. 

  What happens if I buy from an authorized site claiming to be Audioengine? Unfortunately, there is not much we can do. We are taking all the action we can to make sure those sites don't get indexed, but we recommend you work with the provider of the card you used to make payment to get your money back.

• Question:

  How to Clean Your Audioengine Home Music System

  Answer:

  1. Turn Off and Unplug:

  • Make sure your system is turned off and unplugged.

  2. Dust the Surfaces:

  • Use a soft, dry cloth to wipe away dust.
  • For hard-to-reach places, use a soft brush or a can of compressed air.

  3. Wipe Down the Exterior:

  • We do not recommend using any solvents
  • If cleaning off stains or build-up is necessary, we recommend doing so with a very small amount of mild cleaning solution applied only to the affected area, followed by quickly wiping the area dry completely. 
  • Any scoured pads or objects like a 'magic eraser' too easily run the risk of removing sealers and top coats of the painted finish that can leave a clearly visible change in the uniformity of the paint/finish

  4. Clean the Speaker Grills:

  • The speaker grills can be gently cleaned with a vacuum, preferably using a soft bush attachment.
  • A lint roller can also be used.

  5. Clean Buttons and Knobs:

  • A dry cloth is recommend for cleaning any knobs, buttons or other surfaces
  • Be careful not to let water get into any gaps.

  6. Clean Ports and Connections:

  • Use compressed air to blow out dust from ports and connections.

  7. Let Everything Dry:

  • Make sure everything is completely dry before plugging back in and turning on.

  8. Regular Cleaning:

  • Dust your system regularly to keep it in good shape.

  By following these steps, you can keep your Audioengine system clean and working well.

• Question:

  How much latency do Audioengine Bluetooth products have?

  Answer:

  Though overall latency can be affected by some external factors (including things like signal strength, how well the source device's manufacturer has implemented it's Bluetooth, and even simply from being physically further away from the speakers) Audioengine Bluetooth products have very low latency when compared to most Bluetooth receivers, 30ms or less.

  Here are some tips you can use to minimize any latency issues you may run into with your Bluetooth setup:

  1) Try restarting both your device as well as the speakers (by switching them off, and back on, with the power switch on the rear of the speakers).

  2) Check to make sure your source device is running the most up to date version of software available.

  3) Try disconnecting from and forgetting the your Bluetooth speaker or device through your source’s Bluetooth settings, and then re-pair to your Bluetooth speaker/device.

  4) If you have multiple apps or windows open when the delay occurs, try closing all of the apps that are not currently in use.  The more multitasking your system is having to do, the greater the potential delay in audio when using Bluetooth -- this would apply to both your smart phone and computer.

  5) When using your iPhone, we've found that resetting your network settings can help improve the overall functionality of Bluetooth with your device -- including the latency.

• Question:

  How do I connect the active and passive speakers together?

  Answer:

  The HD3 includes a speaker wire with banana plugs on either end, so using them with the speakers should be a simple set up. The binding posts on the back of each speaker would need to be screwed down and the plugs would need to be inserted into the center hole (please refer to the picture for reference). You would need to make sure that each end matches with the color on the corresponding binding post; for example, if you inserted the red banana plug into the red binding post on one speaker, the same would follow suit for the other speaker. The spring style banana plugs provided with the HD3s may look like they won't fit, but they will actually compress to fit into the posts on the speakers, so some amount of effort will be needed to insert them.

• Question:

  Can I stream via Bluetooth and use the USB input at the same time?

  Answer:

  No. The Bluetooth and USB inputs both share the internal DAC for processing, so you can only listen to one at a time, with Bluetooth taking priority. If you're using USB for example, and start using Bluetooth, the USB signal will cut and Bluetooth will take over. Depending on your source, if you pause or disconnect from Bluetooth the speakers may automatically switch back to USB after a few seconds.

• Question:

  Can I use the HD3 with my iPad or iPhone via USB to bypass the internal DAC and get better sound?

  Answer:

  Absolutely! This is especially useful for connecting wired with newer iPhones that do not have a headphone jack output. You will need to pick up the USB Camera Adapter from Apple, which allows a USB connection to the iPad (and, as of iOS7, the iPhone). Then just hook up as you would from a computer. If you'd like to be able to charge your iPhone or iPad while you use them like this, you can use the USB 3 version of Apple's USB camera adapter, which also allows passthrough charging at the same time.

• Question:

  Which input should I use with my speakers for the best sound quality?

  Answer:

   

  Applicable to our A2+, HD3, and HD4 speaker models

  All digital audio sources will ultimately need to be converted to analog to provide sound through any speaker system. The USB and Bluetooth inputs will pass the digital signal on to the speaker's internal digital-to-analog converter (DAC), while the RCA/3.5mm inputs are already analog and have been converted by the built-in DAC in your source. So it's a question of which DAC sounds best to you. We would recommend testing each input separately to see which one you prefer!

• Question:

  One of my speakers is not working, what should I do?

  Answer:

  Applicable to our A1, A1-MR, A2+, HD3, HD4, A5+, and HD6 speaker models

  If one of your speakers is not working (whether it be the left or right speaker), we would recommend the following troubleshooting steps:

  Start by power cycling your speakers by turning them off and then back on.  From there:

  1. Check to make sure the speaker wire connecting the left and right speakers is connected according to proper polarity (Red to Gold, Black to Silver) on both ends.
  2. Please make sure all of your connector cables are in working order. Try different cables as well as a different source device.
  3. If you are using any other devices in line with these speakers, please temporarily remove them from your setup and connect the source directly to the speakers
  4. Please try using each available input, one at a time, to see how the speakers react. When testing via RCA swap the RCA jacks (red to white and white to red) to see if the issue remains in the same channel.

  If the issue persists, please click on the following link and then click on the dropdown to submit an email to our Support team:

  Support Page

  When doing so, please copy and paste the above troubleshooting steps along with the results of each and include this information when contacting us.

• Question:

  My speakers have no power. What should I do?

  Answer:

  On the A2+ Wireless/HD3 models with an external power supply brick, first test it by plugging into wall power and observing the LED light on the brick to see if its solid, blinking, out. If it's blinking or out, the power supply is likely faulty.

  If the light is solid, proceed to plugging into the speaker and observe the power supply brick LED once more. If it's blinking or out, there is likely an issue with the internal amp. Contact support if either has an issue.

• Question:

  How many devices can I connect via Bluetooth at one time?

  Answer:

  There can be only 1 active pairing at a time.

• Question:

  My speakers sound distorted, what can I do?

  Answer:

                                            Applicable to our A2+, HD3, HD4, A5+, A5+Wireless, and HD6 speakers.

  Start with power cycling your speakers by turning them off and then back on.  From there:

  1. Determine if the distortion is due to your source by disconnecting all source devices from the speakers.
  2. Please make sure all of your connector cables are in working order. Try different cables as well as a different source device.
  3. Please try using each input available (mini-jack, RCA, USB, as well as Bluetooth), one at a time, to see how the speakers react. If the distortion is unique to one speaker, when testing via RCA switch the RCA jacks (red to white and white to red) to see if the issue remains in the same channel.
  4. Make sure it is not a power issue by trying a power outlet that is on a different circuit.

  If the issue persists, please click on the following link and then click on the dropdown to submit an email to our Support team:

  Support Page

  When doing so, please copy and paste the above troubleshooting steps along with the results of each and include this information when contacting us.

• Question:

  Low Volume with Turntable Setup

  Answer:

  If you’ve connected your turntable to your speakers and the volume is low, one of two situations may be happening:

  If you have a turntable with a built-in phono preamp, such as the Audio-Technica ATLP120 or the Music Hall USB-1, the output may be in the wrong setting. Double check and make sure the switch is set to “line” instead of “phono.” Be careful to keep the volume of your speakers low as it can be quite loud if you had to switch it to "line".

  Your turntable could also not include a built-in phono preamp, such as older turntables. If your turntable does not include a built-in preamp, you will need to add an external preamp to bring the signal up to a line level signal. We don’t have any recommendations on a particular brand or model preamp to use with this setup.

• Question:

  Can you stream music wirelessly to the HD3 with the Audioengine wireless adapters instead of Bluetooth?

  Answer:

  Yes, an AC wall outlet near the HD3 is all you need to power the W3 or D2 wireless receiver. Simple.

• Question:

  Can I use an inverter with my HD3 speakers?

  Answer:

  Sure, for HD3 you will need an inverter that can supply about 50-60 watts.

• Question:

  I'm using a turntable with my Audioengine speakers, and it gets noisy when I turn the volume up. What gives?

  Answer:

  This sometimes happens when the speakers and turntable share the same surface. The vibrations from the speakers playing feedback into the turntables stylus, causing unwanted noise. The best way to mitigate this would be to place the speakers on a different surface. If that's not an option, we'd recommend trying out some isolation stands. For larger speakers like A5+ and HD6, the ones made by Isoacoustics work well.

• Question:

  Can I connect multiple sources to the HD3? Can I stream via Bluetooth and use the USB input at the same time?

  Answer:

  You should be able to use multiple sources with the HD3s just fine. The analog inputs on the HD3 are always active. They will play at the same time as the Bluetooth or USB input. Bluetooth and USB share the DAC though, so you can only listen to one at a time, and Bluetooth takes priority. If you're using USB for example, and start using Bluetooth, USB will mute and Bluetooth will take over. If you pause or disconnect from Bluetooth the speakers will automatically switch back to USB after a few seconds.

• Question:

  Can I place my Audioengine speakers on their side?

  Answer:

  Absolutely!  Our speakers are safe to place sideways and, from our experience, sound great. When doing so, we recommend that you position each so the tweeters are facing outward.

• Question:

  Why do I hear my phone's notifications over Bluetooth?

  Answer:

  Your Bluetooth connection works by projecting the sound from your phone. So, if your ringtone volume is on, that sound will come through Bluetooth too. This is a simple fix by changing the phone's ringtone settings to either vibrate or silent.

• Question:

  How do I make my existing Audioengine Subwoofer 'wireless'?

  Answer:

  You can do this using powered speakers like our A2+s, HD3s, HD4s, A5+s, and HD6s.  For this, you'll connect the W3 sender to the RCA output on the left speaker, using a 3.5mm stereo-mini to RCA "Y" cable.  Then connect the W3 Receiver to the input on your S8.  You can either use a 3.5mm stereo-mini to stereo-mini cable for this, or another 3.5mm stereo-mini to RCA "Y" cable; either will work fine.  Both W3 units will need to be powered from a USB port.  You can use USB AC power adapters, or if the powered speaker you're using is our A5+ Classic model, you can use the USB port on it's rear panel for the W3 sender. The same would apply to the S8 subwoofer if you have our current 'Gen II' model that has a USB port on the rear panel.

  

   

• Question:

  Is it possible to have simultaneous connections to the HD3?

  Answer:

  Yes, there are multiple audio inputs on Audioengine powered speakers and both inputs are "open" or active so you can leave your audio sources connected at the same time.

• Question:

  Do my speakers support a remote?

  Answer:

  The speakers we offer that are designed to have a remote control are the A5+ Classic, A5+ Wireless and HD6.

  The following systems do NOT support a remote control:  512, A1, A1-MR, A2+, B2, HD3, HD4.

• Question:

  Can I use a subwoofer with Audioengine speakers?

  Answer:

  Audioengine speakers have a low end which will easily fill a room and rival floor standing speakers many times their size, but you can also connect a subwoofer (or connect Audioengine speakers to your sub's line-level output). You can add our W3 wireless adapter for a wireless subwoofer! It's also worth noting that the HD3 includes a bass cut switch, to help them blend even better with an external subwoofer.

• Question:

  How do I connect my Bluetooth-ready Audioengine speakers to my Bluetooth device?

  Answer:

                               Applicable to our A1, A2+Wireless, B2, A5+Wireless, and HD6 speaker models

  Turn on the speakers using the power switch located on the rear panel.  The speakers will automatically go into Bluetooth "pair mode" and the Pair button on the back panel should start flashing.

  1. On your source device (phone, tablet, laptop, etc), turn on Bluetooth and go to Bluetooth preferences.
  2. Select "Audioengine (your speaker model)" from the list of available devices to pair and connect.  The Pair indicator on the back panel should now be solid. Play your music and adjust the volume levels on the speakers and your device.

  To add additional devices put the speakers back into pair mode by disconnecting them from your device or by pressing and holding the Pair button until the pair indicator starts flashing.

  Our speakers can wirelessly connect to only one device at a time, however it will remember up to six different devices.

• Question:

  Can I connect the S6 to my powered speakers?

  Answer:

  Yes!  As long as your speakers have an analog output (either RCA outputs or a 3.5mm stereo mini output), you can absolutely connect the S6 to your powered speakers.  With the exception of the B2, all of our powered speakers will have the outputs needed to connect the S6, this includes the original A2 and A5 models.

  You can simply use RCA cables to connect the S6 to the A2+, HD3, HD4, A5+, A5+Wireless, and HD6 speaker models.

  For the A1 and A1-MR speakers, you can use one side of your stereo RCA cables. Just use the left/white RCA cable, and leave the red RCA disconnected to prevent an accidental ground loop.

  ** Please note:  a 3.5mm/stereo mini cable will not work with the ‘Subwoofer’ output on the back of your A1/A1-MR speakers. **

• Question:

  When using the USB input of the HD3, what sample rate and bit depth should I set my system to?

  Answer:

  The HD3's USB interface handles up to 16-bit, and sample rates up to 48kHz, though the bit-depth will be padded internally to 24-bit. Your system will generally default to these settings when you hook up the HD3. If you mainly use 44.1K files, you might set this as the default in your system to ensure minimal sample-rate conversions. Many system players like JRiver and Amarra will default to the proper sample rate automatically.

• Question:

  The volume control on my speakers is acting odd, or not responding at all. What do I do?

  Answer:

  You may have a loose volume pot.  This can happen when the nut that holds the volume pot in place becomes loose.  This can be easily accessed and tightened without opening the speakers up.  Try this:

  1) Pull the plastic volume knob off the volume pot.  Depending on how tight it's on, you might be able to pull it off with just your fingers. If not, you may need to cover the knob with a soft cloth and pull out with pliers.

  

   

  2) Use a deep well 10mm socket (or socket driver) to tighten the nut around the volume pots shaft.

  

   

  3) Press the plastic volume knob back over the volume pot's shaft, and retest.

   

• Question:

  The sound quality of my computer's headphone jack isn't very good but I want to connect my Audioengine speakers. What do I do?

  Answer:

  Some computer headphone outputs have poor audio quality, so if this is your computer, try connecting from the USB port to your with HD3 or connect wirelessly via Bluetooth.

• Question:

  The HD3 has a built in USB digital-to-analog converter (DAC), but can I also use a different DAC?

  Answer:

  While the HD3 has a fantastic 24-bit DAC, you can always run your own external DAC to the speakers by connecting to the analog inputs.

• Question:

  Does HD3 come with speaker grills?

  Answer:

  The HD3 speakers do include detachable magnetic grills. The grills have thin rubber pads to prevent marks or damage to the finish or the cabinet, so your HD3s will keep looking great even if you like to remove / replace them frequently!

• Question:

  Connecting a Bluetooth turntable to an Audioengine Bluetooth device

  Answer:

  Setting up your Bluetooth turntable with your Bluetooth-ready Audioengine speakers/components should be simple! First, you would also need to make sure your Audioengine Bluetooth device is on, in pair mode (LED light flashing), and near the turntable. Next, you would need to use the pairing button to send the turntable into pairing mode. Depending on the turntable, you will need to either press and release the turntable's pair button or press and hold it; for example, on the Audio Technica AT-LP60-BT you would need to hold the turntable's pairing button for about two seconds, until the light flashes different colors. Once the turntable is in pairing mode, it will search and connect to the nearest available Bluetooth device. Once the turntable if paired and connected to your Audioengine Bluetooth device, the pair light on the receiver should turn solid.

• Question:

  Do I still need wires for my "Wireless" speakers?

  Answer:

  Yes, you still need to connect the active/left speaker to the passive/right speaker via the included speaker wire. The passive right speaker has no power source of its own and relies on the amplified signal coming over the wire.

• Question:

  Why can I only output up to 16-bit on my computer when using the HD3s via USB?

  Answer:

  This is normal. The HD3's USB interface can only accept a 16-bit format; however, the HD3's DAC will automatically pad the bit depth to 24-bit internally during playback, for lower noise and better dynamic range.

• Question:

  How do I connect my HD3/HD4 speakers to my Bluetooth device?

  Answer:

                                                             Applicable to our HD3 and HD4 speakers

  Turn on the speakers using the power switch located on the rear panel.  The speakers will automatically go into Bluetooth "pair mode" and the Pair button on the front panel should start flashing.

  1. On your source device (phone, tablet, laptop, etc), turn on Bluetooth and go to Bluetooth preferences.
  2. Select "Audioengine HD3 (or HD4)" to pair and connect.  The Pair indicator on the front panel should be solid. Play your music and adjust the volume levels on the speakers and your device.

  To add additional devices put the speakers back into pair mode by disconnecting them from your device or by pressing and holding the Pair button on the front panel until the pair indicator starts flashing.

  Our speakers can wirelessly connect to only one device at a time, however it will remember up to six different devices.

• Question:

  If I connect my turntable to the HD3 will it be necessary to purchase a phono preamp or can I simply connect the turntable directly to the HD3 input?

  Answer:

  Some turntables will need a preamp before being connected and others may have one built-in. Check the turntable manufacturer’s website or user manual.

• Question:

  How does the A2+, HD3, HD4, A5+ Wireless and HD6 switch between audio sources/ manage multiple inputs?

  Answer:

  -Both analog (3.5mm mini-jack and RCA) inputs are "open" or active, so you can leave 2 audio sources plugged in at the same time.

  -The USB (Optical for HD6) and the Bluetooth module share the same DAC (Digital to Analog Converter) If connected to both, the Bluetooth connection will take precedence. If you're using USB (Optical for HD6) for example, and start using Bluetooth, USB (Optical for HD6) will mute and Bluetooth will take over. If you pause or disconnect from Bluetooth the speakers will automatically switch back to USB (Optical for HD6) after a few seconds.

  *Please note, if you have a digital (Bluetooth, USB or Optical) and or multiple analog sources connected and streaming you are able to hear the input sources if they play simultaneously.

• Question:

  Are firmware updates or driver downloads needed for my Audioengine product?

  Answer:

  No, there are no firmware updates or special drivers needed unless you own our A1-MR multi-room speakers or our B-Fi multi-room wireless streaming device.

  If a firmware update is released for the A1-MR or the B-Fi, you will be notified of the update the next time you open the Audioengine Control App.  If an update is needed, simply click "update" on the DEVICES page next to the product that needs to have the firmware update applied.  The app will handle the rest of the process from there!

  Standard plug-n-play drivers that are provided by your computer's OS are utilized when using the USB input on our A2+, HD3, and HD4 speaker models.

  And all of our Bluetooth speakers/products are compatible with any device that supports Bluetooth, and the A2DP profile for streaming stereo audio. This includes most smartphones, tablets, and computers. For computers that don't include Bluetooth support out of the box, you can simply add a USB Bluetooth adapter.

• Question:

  Should I use the volume control on my speakers or can I adjust from system volume on my computer?

  Answer:

  If the left speaker is in an easy to reach location, you can certainly use the physical knob to set volume. If not though, it's perfectly fine to set the speakers to a good volume and then adjust from your source moving forward. Every setup is different, so some experimentation will be necessary to find your preferred settings.