Trueplay

I called up tech support and they didn’t hear anything about IOS 18.0.1 having problems with True Play. He had me unplug my speakers and plug them back in (that’s original). Then he was asking me what phone I was using. I told him an iPhone 13 Pro Max. He asked if we had another phone, and I told him my wife’s, but she has the exact same phone. I did a diagnostic check and gave him the number. That didn’t solve anything. Then he asked if I was calling him on the same phone that I was testing true play and I said I was. So, he said, hang up try again and if it fails call back! I did, it failed and now what? What kind of tech support is this? Because I used true play when I first bought my arc and sub mini and it worked, that was IOS 17. Now that I added the Era 100’s and the phone updated to IOS 18, all points to the software. Sonos, please update your app!

I have the exact same setup as you, and am having the same exact issue with Trueplay. I also went through their “troubleshooting” with no success. I hope someone at Sonos will read this and get this fixed.

Getting on the fix this list needs reported problems so send a diagnostic and call Sonos to get another tick to the problem counter.

I just added a Sub Gen3 to my Arc. I tried to calibrate using trueplay using my iPhone 14 max pro with iOS 18.01. It goes through the sounds playing and then ends saying oops something went wrong. Tried several times and it won’t calibrate. Any ideas?

already done. The support is crap. They don’t know what they are doing and send one through hoops that resolve nothing. I want a real solution!

Hi, anyone can advise me as facing same problem for trueplay in past days after change my TV. When setup true play, once with ARC and Gen 3 always listening to tone and cannot complete to next step. Using IOS 18 also with IPhone 11. Any good advises or Sonos app issue with latest IOS also. 

Lastly how do I know true play is done as previously I saw a switch to toggle between on and off but this apps doesn’t have ? 

I think it only shows the TruePlay switch after you’ve successfully set it up. 

In this case , possibly my set have not complete trueplay yet. But not sure why stop at “Listening to test run” without error.  Any advise ? 

I’m in the same boat. Trueplay is a mess. 

Never give up. 
 

Updates again.. I did below and become OK temporarily. 
 

1. Updates my IPhone 11 to latest 18.0.1. 
    
2. Connect ethernet cable from router to ARC port. 

Do again trueplay and able to finish completed. 
Sound also become more solid bass. 
 

Maybe you can try also before bugs fix. 
 

Let me know. 
 

As I posted above, I would try an iPad if you are unable to complete true play using an iPhone. Or try removing your phone case if you have one then try again. 

Already tried with an iPad and phone (no case). Nada. 

Have also try with ethernet cable also ? 

Not sure what else to suggest other than Sonos get your app together. 😂

LOL. Seems to be the chant of the people these days. 

The true play problem is solved, even though it doesn’t make sense. I called them back to go over the problem and he said you cannot run true play on a full system using the Era 100’s as surround sound. What I had to do was to remove the Era 100’s as surrounds from my system. Now set up the Era 100’s as a stereo (or 2 stand-alone) and then run true play on the stereo pair which is what I did. It worked just fine. Then I removed the stereo pair and added it again as surround speakers and now my system is sounding pretty good. I only have one problem, and it isn’t Sonos’s problem. I have a 14-year-old Samsung TV. It was when TVs were just getting smart. In fact, mine is 3D TV. I have a HDMI-ARC port but not a HDMI-EARC. Bottom line I am not getting the full Dolby Atmos sound. I am only getting a compressed version, but the Sonos speakers still make it sound better. Once I buy a newer TV, I will have the bandwidth to get the full Dolby ATMOS experience. Thank you Sonos support for finally solving my problem. I just think that you should be able to run True Play on a full system with surrounds installed. 

Have owned Sonos for many years. It’s the app, no doubt. Hoping for a fix soon. Echoing the HORRENDOUS tech support with circular responses leading nowhere. True play has stopped working for me, too, first time ever. Unfortunately without true play configured the speakers will not be optimized and the sound quality will lack  depth. 

I’m glad that solved your issue but in truth it did not. You now have Trueplay configured for your Era 100s but that didn’t tune your Arc or Sub mini. Until Sonos can Trueplay my system as is, this is nothing but a bandaid, or something to appease the ignorant. It does NOT Trueplay your entire system and is not an acceptable solution. In fact I can’t even call it a solution. It’s not even a workaround. The fact that this is still going on is horrendous. 

As I understand it you lose Trueplay if you reconfigure speakers, Adding the Era’s as surrounds should have make them lose the Trueplay you set.

Which is exactly why this isn’t a “solution.”

If this fix works for you I feel that is good. However, it sounds like a work around for most users. You’ve paid premium cash for a product where YOU have to pull extra weight when a software engineer should have done this for you. Not fair. Not okay. Not what I personally think is acceptable. Also, love the 100s. They are so amazing for their size. 

Had I purchased the Sonos Arc, Sub Mini and the 2 Era 100’s at the same time, maybe true play would of worked, but I’m not sure. Has anybody out there purchased an entire system at the same time and ran true play? Maybe if I removed everything and started over it might have been a different story. All I know is that my system sounds FANTASTIC and I love how it ended up. 

I purchased that exact system at the same time and then tried Trueplay. It just freezes after it starts playing tones and then puts up an error message. So disappointing.