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You're in the right place if you're experiencing any of the following:

• One ear cup is completely silent while the other plays normally
• One side is significantly quieter than the other
• Sound cuts in and out on one side, particularly when you move your head
• One ear cup occasionally works if you flex or press on the ear cup housing

Good news: Single-channel faults are very commonly caused by a cable or connection issue — not a fault with the headphone itself. The steps below rule these out quickly, and many customers resolve it without needing a repair.

Step 1 — Check and swap your cable

Most Focal headphones use a detachable cable. A faulty cable is the most common cause of one-sided audio and the easiest thing to check.

1. Look at where the cable connects to the ear cup. Gently unplug it and plug it back in firmly.
2. If you have a spare cable (or can borrow one), swap it and test.
3. Try both a standard 3.5mm cable and, if applicable, a balanced cable.
4. Test on at least two different devices.

If audio is normal with a different cable — the original cable is faulty. Contact us for a warranty replacement or chargeable replacement quote.

If the fault persists with a new cable — move on to Step 2.

Step 2 — Test with different audio sources

Sometimes the problem is with the playback device, not the headphones. Try your headphones with at least two completely different devices. If the same ear cup is silent on every device, the fault is confirmed in the headphones — move on to Step 3.

Step 3 — The channel swap test

This confirms whether the fault is in the headphone or in the audio chain between your device and your ears.

1. Play audio through your headphones.
2. In your device's audio or accessibility settings, find the Balance or Left/Right channel control.
3. Shift the balance fully left, then fully right, and listen carefully.

If the silent side changes when you swap channels: the fault is in your device or app — check device audio settings. If the same ear cup is always silent regardless of channel setting: the fault is confirmed in the headphone — move to Step 4.

Step 4 — Check for an intermittent connection

If sound cuts in and out, or returns when you adjust the headphones, this helps our repair team. An intermittent fault may mean a simpler repair than a full driver replacement.

1. While wearing the headphones and listening to audio, gently flex and bend the affected ear cup in different directions.
2. Gently press around the ear cup housing, particularly near the swivel point.
3. Note whether sound returns temporarily when you do this.

If sound returns briefly when you press the ear cup: tell us “sound is intermittent and returns when I press the ear cup” — this suggests a loose internal connection. If the ear cup remains completely silent: tell us “one ear cup is completely silent and does not respond to movement” — this suggests driver failure.

Contact us

When you get in touch, please have ready:

• Your headphone model and serial number (on a label inside the ear cup)
• Your proof of purchase
• Which ear cup is affected (left or right)
• Whether you tried a different cable and whether it made a difference
• Whether the fault is constant or intermittent
• The result of the flex test in Step 4

Contact Westan Support: Email focal.support@westan.com.au or submit a ticket at support.westan.com.au

Frequently asked questions

Is this covered under warranty?

Driver and connection faults that are not caused by physical damage or misuse are covered under Focal's 2-year warranty. Provide your proof of purchase and we'll confirm your eligibility.

My Utopia headphones have this fault — what happens to them?

Utopia drivers are repaired or replaced at Focal's France facility. Turnaround is longer than standard repairs — typically 6–10 weeks. We'll keep you updated throughout.

Can I repair this myself?

We'd recommend against opening the headphones yourself as this can void the remaining warranty. If your headphones are out of warranty and you're technically experienced, contact us first — we may be able to supply parts and guidance for a safe self-repair.

What if my headphones are out of warranty?

We can still help. Contact us for a repair quote — driver repairs and re-soldering are often cost-effective compared to buying a replacement pair.