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I can’t find the TruePlay option for my Sonos Arc when on my “Living Room” page on the new app, where I have an Arc (gen 1), Sub (gen 2), and 2 Sonos One SL’s as Surrounds. This is the same on my iPhone 15 Pro, my iPhone 11 Pro, and my iPad Pro OLED. Any ideas?

Try this….

  1. Delete the app
  2. Power Cycle your device
  3. Check for updates on your device
  4. Re-install the app
  5. Select Join Existing system
  6. Accept all prompts
  7. At home page click on Cog Wheel in upper right corner 
  8. Sign in with your credentials
  9. Go to room with Arc and look for TruePlay option
  10. If successful follow same procedure for all iOS devices
  11. If not Successful come back for more trouble shooting 

Tried that on both of my iPhones. No change. Potentially related to the problem: I have 3 “Living Room” sections under my location. 1 is active, and that’s the one that I’m trying to find TruePlay in. The other two are inactive, with a “!” triangle next to them. I can’t figure out how to delete them. 

If the ones with the triangles are off-line they will eventually disappear; so, no worries, there. 

As far as TruePlay is concerned you have two options:

  1. Run a diagnostic, make note of the reference ID and call Sonos Tech support. Do not post the reference ID in this forum.
  2. Arc Factory reset (not recommended as it will erase any useful data in diagnostic)
  • Remove surrounds (surrounds should revert back to individual rooms)
  • Remove Sub
  • Factory Reset the Arc and set it up completely
  • Re-add surrounds
  • Re-add sub

If the ones with the triangles are off-line they will eventually disappear; so, no worries, there. 

As far as TruePlay is concerned you have two options:

  1. Run a diagnostic, make note of the reference ID and call Sonos Tech support. Do not post the reference ID in this forum.
  2. Arc Factory reset (not recommended as it will erase any useful data in diagnostic)
  • Remove surrounds (surrounds should revert back to individual rooms)
  • Remove Sub
  • Factory Reset the Arc and set it up completely
  • Re-add surrounds
  • Re-add sub

Called support, which was honestly one of the worst technical support experiences I’ve ever had. The tier 1 support was relaying information from tier 2 support, which was frustrating, and tier 2 only had suggestions they have are to turn everything off and on again. And the diagnostics they were receiving from my end were completely wrong. 

I’ll have to carve out time to completely wipe out and reset the system, but honestly I’m close to just selling everything. Sonos has been such a mess since the new app. 

Didn’t go through the factory reset, but simply removing the surrounds, and sub, and re-adding them fixed the problem. Thank you!

Can’t believe Sonos Support didn’t suggest that. They wanted me to reboot my entire network (and knock my whole family offline) and refused to try anything else, so I gave up on them and hung up. 

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