Enthusiast II

Answered

Trueplay brings stereo pair out of balance

Forum|Forum|3 years ago
November 6, 2022
90 replies
4169 views

I have a strange problem. In one room I have 2 sonos five in stereo. After trueplay is done, they are out of balance. I have to slide the balance 5 points to the right. If i toggle trueplay on off, it is very noticeable. with trueplay off balance is in center 🤷🏻‍♂️ Anyway to fix this without using the balance control?

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Best answer by Airgetlam

Why not submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it?

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution. And you’d find out if your issue is the same as the other one or not, and possibly if they’re working on a fix.

When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.

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Zeek78Author

Enthusiast II

Why not submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it?

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution. And you’d find out if your issue is the same as the other one or not, and possibly if they’re working on a fix.

When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.

Will this work in Norway, and is it possible to talk to someone who speaks Norwegian?

Airgetlam

I think so, but I don’t work for Sonos, and live in the US, so I’m not overly familiar with their Norwegian support. However, giving them hard data to look at, and contacting them with a diagnostic number so they know what they’re looking at and for, certainly makes some sense to me. Especially if it turns out to be something completely different, and yet shows up as a similar issue.

Bruce

J

jason01443

Lyricist II

I’m having a similar issue with my stereo fives. Even without Trueplay on, the left speaker is louder.

I also trueplayed them in a 5.1 system and the right speaker does a different pitch to the rest?

I’ve sent a diagnostic report 710738009.

Also I’ve noticed that if I put the channel slider to the right and turn Trueplay on and off. There is no change. But on the left there is. Trueplay isn’t doing anything to my right speaker.

Zeek78Author

Enthusiast II

I’m having a similar issue with my stereo fives. Even without Trueplay on, the left speaker is louder.

I also trueplayed them in a 5.1 system and the right speaker does a different pitch to the rest?

I’ve sent a diagnostic report 710738009.

Also I’ve noticed that if I put the channel slider to the right and turn Trueplay on and off. There is no change. But on the left there is. Trueplay isn’t doing anything to my right speaker.

Oh!!! Maybe this is the case for to. I have to investigate a bit more. But I can confirm that the balance problem is there befor trueplay, but not so noticeable as after. I thought at first that they were in balance without trueplay, but I have realised they are not.

Zeek78Author

Enthusiast II

I’m having a similar issue with my stereo fives. Even without Trueplay on, the left speaker is louder.

I also trueplayed them in a 5.1 system and the right speaker does a different pitch to the rest?

I’ve sent a diagnostic report 710738009.

Also I’ve noticed that if I put the channel slider to the right and turn Trueplay on and off. There is no change. But on the left there is. Trueplay isn’t doing anything to my right speaker.

Ok, I have tested a bit more, and you are 100% correct 👍 truplay does absolutely nothing to the right speaker. I made a diagnostic report: 1680480534. I have no clue how to proceed, but seems like I am not alone, and hopefully Sonos can fix it through a firmware update. Thank you for letting me know.

Airgetlam

The process for proceeding is to call Sonos Support directly to discuss it. They’ll need the number of that diagnostic, so that someone can look at it.

Bruce

J

jason01443

Lyricist II

I’ve just finished on the phone with customer support. They ran numerous diagnostic checks and can’t find a issue?

They checked the speaker and said it’s working fine, I’m not sure what’s causing this.

Sonos are not aware of it, but I can find a few people saying the same thing on the community. Hopefully it’s a simple update to rectify and eventually not a problem with the actual speaker.

I have to send a video through email showing the difference in sound between each speaker in a stereo pair, so SONOS can have a look at it.

Zeek78Author

Enthusiast II

I have now been in contact with Sonos. It was a known software issue, and they were working on it. So hopefully it will be fixed soon 🤗

Zeek78Author

Enthusiast II

I’ve just finished on the phone with customer support. They ran numerous diagnostic checks and can’t find a issue?

They checked the speaker and said it’s working fine, I’m not sure what’s causing this.

Sonos are not aware of it, but I can find a few people saying the same thing on the community. Hopefully it’s a simple update to rectify and eventually not a problem with the actual speaker.

I have to send a video through email showing the difference in sound between each speaker in a stereo pair, so SONOS can have a look at it.

Strange, I was in contact with Sonos Norway and they said it was a known software issue 🤷🏻‍♂️🙈

J

jason01443

Lyricist II

I’ve was on the phone for nearly 2 hours and the person I spoke to had no idea. They spoke to a few other people too.

I’ve just separated my fives totally and then grouped them together and the sound from both is pretty much identical. So this would suggest a software issue.

it’s very frustrating though. Because it makes it sound like a speaker is faulty.

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