TruePlay simply does not work in the new App


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I tried to TruePlay Arc / Sub / Ones but the tuning is simply stuck on “Continue” step.

I’ve updated to the latest version 80.00.04. 
 

@Corry P do u guys are aware of this?

 


357 replies

Same boat as everyone else, 10th gen ipad almost 22 months old that Trueplay doesn’t work on, Android my primary device that it doesn’t work on, and impossible to hit continue button anyway, no message etc.  Add in you can’t even shuffle or hit play all bands “Top Hits” on the new app...all I have to say is yikes, someone else is gonna eat their breakfast soon.  Was fun while it lasted.

Finally got Trueplay to work using an old  2015 iPad Pro. It does not work using a 2024 M4 iPad Pro so it appears to be iPad model sensitive.

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According to Sonos the iPad 10th Generation does not support TruePlay:

https://support.sonos.com/en-us/article/trueplay-compatible-devices-and-sonos-products

Oh. I’m guessing that because this is an older generation that support won’t ever come. Damn.

Actually, the iPad 9th Generation supports TruePlay, so I don’t think it’s down to it being an older generation. I’m not sure why Sonos excluded the 10th Gen, it seems that Sonos have become very sloppy with TruePlay compatibility over the past couple of years.

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I find it staggering that a device not even 2 years old is not supported. 'Borrow someone's compatible device': ridiculous! I've got loads of devices and the only ones with such terrible support are the Sonos ones. Quick Trueplay for Android only works on Era300 and 100 of course: why on earth is there such a lack of support for Android? Not good enough. Sonos products sound great but the accompanying support and software is a joke 

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According to Sonos the iPad 10th Generation does not support TruePlay:

https://support.sonos.com/en-us/article/trueplay-compatible-devices-and-sonos-products

Oh. I’m guessing that because this is an older generation that support won’t ever come. Damn.

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iPad 10th gen (iOS 17), Arc (connected by ethernet), Sub mini (wifi), and two Era 100s (wifi). Trueplay will just not work. It keeps getting hung up on the “Face your TV” step.

I tried to go through all the steps with technical support and ended up losing my whole system. It took me an hour to get set up again and the problem still did not resolve. Everything is up to date.

I do wonder if it’s something to do with the fact that my system was initially set up on an Android device and I am using an iOS device to try to set up Trueplay.

According to Sonos the iPad 10th Generation does not support TruePlay:

https://support.sonos.com/en-us/article/trueplay-compatible-devices-and-sonos-products

Userlevel 7
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Hi @snappums 

I can only recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I do wonder if it’s something to do with the fact that my system was initially set up on an Android device and I am using an iOS device to try to set up Trueplay.

One thing I can promise is that it is not that!

Userlevel 1

iPad 10th gen (iOS 17), Arc (connected by ethernet), Sub mini (wifi), and two Era 100s (wifi). Trueplay will just not work. It keeps getting hung up on the “Face your TV” step.

I tried to go through all the steps with technical support and ended up losing my whole system. It took me an hour to get set up again and the problem still did not resolve. Everything is up to date.

I do wonder if it’s something to do with the fact that my system was initially set up on an Android device and I am using an iOS device to try to set up Trueplay.

Userlevel 7
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Hi @Trubbabubba 

We were aware of an issue, and fixed it. Please ensure that both your Sonos system and your Sonos app are fully up-to-date. To ensure the app is up-to-date, please go to your App Store (iOS) or Play Store (Android) and manually check.

Please be aware that iOS 18 is not yet supported - TruePlay will not work on iOS 18.

If you are fully up-to-date and still having issues, please consult our Error during Trueplay tuning help page, then finally get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.

Userlevel 1

Have Sonos said anything at all about this? Like 'we are away of an issue and are investigating'?

Just got my Beam 2 yesterday and very disappointed with this inability to use Trueplay. Tried everything and no matter what just stuck on “Continue”. 

Same with me. I purchased beam gen 2 yesterday and teied tonsetup today. Nothing happens after that screen. Hooe they release an update soon?? 

Brand new speaker this is as far as it gets. Same is happening on all other products I tried everything. Guess I will returning this one to the store. Can't believe Sonos has gotten so bad they even took away the network folder  

I'm having thesame issue an all my sonos producs
My Arc ,my bean, Sonos 5.this new update sucks.

Some one definitely should get fire for releasing garbage sofware.

Just got my Beam 2 yesterday and very disappointed with this inability to use Trueplay. Tried everything and no matter what just stuck on “Continue”. 

So Truplay does not work at all in a newish ipad pro for a beam gen 2. I feel the pain of all those comments about the new app now. Only bought the beam to month. Jot very impressed by this tbh

I had this issue since the update. Non of the advice of fixes in here worked for me. However today’s cycle of deleting and reinstalling the app made everything work. Just in case it helps someone here are the steps I took:

Arc + 2x era300s. App + system are at latest versions (from memory it was the 7th June app release, I think).

  1. Removed the surrounds, just Arc in the room, tried truplay and got the usual stuck flow where “continue” doesn’t work
  2. Deleted app from iPad (9th gen)
  3. Reinstalled app
  4. Opened app and couldn’t get to my system without logging in
  5. Reset password as I’d forgotten it
  6. Logged in to app
  7. Re-authorised all the mic/location access permissions
  8. Tried truplay and it worked first time (just the Arc in the group)
  9. Added the surrounds back in
  10. Tried truplay and it worked again (Arc +2 era300s)

Additionally, I had a power-cut the week before, so the hardware (and wifi router) was completely unpowered. Since then I’ve used the system normally for TV etc but hadn’t changed any settings. 

Hopefully this helps someone else stuck out there.

Latest version of the app 80.04.04 has still not resolved my issues from iPhone 14 Pro.

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Good news, TruePlay finally works on my iPad Air 5th gen. I have a Sonos Arc and Sub 3rd gen. I made sure I updated the Sonos app in both the app store, and within the Sonos app as well. It works perfectly now without having to resort to any workarounds.

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I've been trying to get Trueplay to work for a.Beam 2nd gen to no avail. Using an iPad 10th gen to do this. Never plays the test tones.

I don't think Trueplay has ever been compatible with iPad 10th gen.

Userlevel 1

I've been trying to get Trueplay to work for a.Beam 2nd gen to no avail. Using an iPad 10th gen to do this. Never plays the test tones.

Userlevel 7
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Jesus, i did not expecy so many replies. Its sad to hear that even after 2 months, there are still so many issues with TruePlay. Sonos really did drop the ball on the new app.

With the latest app (80.03.07) Trueplay still doesn't work on my system(s). System 1...2 Sonos 1’s and a subwoofer mini. System 2...2 Sonos 300’s and 1 Arc. I have tried Trueplay with 2 iPads but don’t have an iPhone.

Finally got it to work on iPad. Wish the rest of you luck. 

Given how restrictive user equalizer configuration already is, this whole episode has been another avoidable low point that was remarkably disrespectful to users.

Thank you! Decided to try it with my iPad and it worked!! Toggle is now present and I can hear the difference in acoustics! Finally after months of trying to get true play to work! You bet I won’t be getting Sonos for my next home theater project.

Just to help others, here’s my setup that worked. 

 

App version: 80.03.07

arc + 2xsubs + 2xera300

Working Device: iPad Pro 12.9” 3rd generation 


Device that previously failed trueplay: iPhone 14 pro max 

Mine randomly started to work yesterday on my iPad Mini. TruePlay finally showed up as an option and I didn't do anything to cause it to appear. 

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Finally got it to work on iPad. Wish the rest of you luck. 

Given how restrictive user equalizer configuration already is, this whole episode has been another avoidable low point that was remarkably disrespectful to users.

Thank you! Decided to try it with my iPad and it worked!! Toggle is now present and I can hear the difference in acoustics! Finally after months of trying to get true play to work! You bet I won’t be getting Sonos for my next home theater project.

Just to help others, here’s my setup that worked. 

 

App version: 80.03.07

arc + 2xsubs + 2xera300

Working Device: iPad Pro 12.9” 3rd generation 


Device that previously failed trueplay: iPhone 14 pro max 

Userlevel 4
Badge +3

Finally got it to work on iPad. Wish the rest of you luck. 

Given how restrictive user equalizer configuration already is, this whole episode has been another avoidable low point that was remarkably disrespectful to users.

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