Skip to main content
Stonemtn
Contributor I
June 23, 2018

Trueplay “lost speaker” issue

  • June 23, 2018
  • 29 replies
  • 9501 views
Halfway through my trueplay tuning while walking around the room, the app stops and reports a “lost speaker.” I can’t finish the tuning repeatedly. My sub and playbase are both functioning. Any ideas? I’m on iPhone X and iOS 11.4. Thanks
    This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

    29 replies

    Show previous replies
    JohnnyRo
    Lyricist I
    February 9, 2019
    My diagnostics confirmation number is 806355314

    Thanks for sending in the report. It looks like you're using a CONNECT:AMP to power rear speakers in a surround setup. This can work, but the CONNECT:AMP does not have the needed 5 ghz antenna, so either the CONNECT:AMP must be wired into the PLAYBAR with an ethernet cable, or both the PLAYBAR and CONNECT:AMP must be wired into your network with an ethernet cable. This is so the PLAYBAR can send the low-latency, high-bandwidth TV audio to the CONNECT:AMP. This is likely why your Trueplay tuning is reporting this error.

    You can read more on using CONNECT:AMPs for surround setups here.

    Had similar issue of Lost Speaker, was connecting not Amp Connect and Sound part to network vs relying on WiFi I was able to successfully complete Trueplay setup.

    Suggestion would be to include a bit more information when unboxing if not at least a one page warning.
    Gabeggg
    Contributor I
    February 16, 2019
    Was on the phone with Sonos support for 1.5 hours regarding this issue. Tech was supposed to send me a case # after I updated iOS but never did. He was calling me back during testing so I don’t have a way of reaching him. Below is my setup and what we did and noticed. I still have the issue.

    Sonos Equipment (Bedroom):

    - Sonos Beam (Beam hardwired to Connect:Amp via RJ45)
    - Connect:Amp (Powering two in cealing speakers)
    - Sonos Sub
    - Sonos Boost

    Note: I have a Sonos Sub, Sonos Playbar, Connect:Amp and 2 Sonos Play5s in a completely separate room.

    Room Information (Bedroom):

    - 14ftx14ft
    - All Sonos equipment located within room
    - Room is completely silent

    Sonos App:

    - iPhone 8 Plus running 12.1.4
    - iPad Mini (newest one) running 12.1.4

    Things we tried during troubleshooting:

    - In Sonos app we changed SonosNet Channel from 11 to 1.
    - Diaabled the Wifi completely to assure the devices were using the Boost (WM: 0).
    - Deleted the Connect:Amp completely from the room then re-added it.
    - Verified WiFi was strong.
    - Updated iPhone and iPad to 12.1.4.
    - Reset Modem and wireless access points (Google WiFi).
    - Tried to hardwire the sub to wireless access port using an RJ45 cable.

    Things notesed during trouble shooting:

    1) I didn’t have this issue until I added the Sub. When it was just the Playbar and Connect:Amp I was able to tune.

    2) If I stand about 4 feet away from the Beam during tuning I’m able to get past the first phase of tuning. If I go over 4ft it will loose a speaker. This is where you just stand there with your device running the app. Once it moves on to the second portion where you walk around it looses the speaker a little over half way in.

    Diagnostics Code: 1306808956
      Gabeggg
      Contributor I
      February 19, 2019
      Was on the phone with Sonos support for 1.5 hours regarding this issue. Tech was supposed to send me a case # after I updated iOS but never did. He was calling me back during testing so I don’t have a way of reaching him. Below is my setup and what we did and noticed. I still have the issue.

      Sonos Equipment (Bedroom):

      - Sonos Beam (Beam hardwired to Connect:Amp via RJ45)
      - Connect:Amp (Powering two in cealing speakers)
      - Sonos Sub
      - Sonos Boost

      Note: I have a Sonos Sub, Sonos Playbar, Connect:Amp and 2 Sonos Play5s in a completely separate room.

      Room Information (Bedroom):

      - 14ftx14ft
      - All Sonos equipment located within room
      - Room is completely silent

      Sonos App:

      - iPhone 8 Plus running 12.1.4
      - iPad Mini (newest one) running 12.1.4

      Things we tried during troubleshooting:

      - In Sonos app we changed SonosNet Channel from 11 to 1.
      - Diaabled the Wifi completely to assure the devices were using the Boost (WM: 0).
      - Deleted the Connect:Amp completely from the room then re-added it.
      - Verified WiFi was strong.
      - Updated iPhone and iPad to 12.1.4.
      - Reset Modem and wireless access points (Google WiFi).
      - Tried to hardwire the sub to wireless access port using an RJ45 cable.

      Things notesed during trouble shooting:

      1) I didn’t have this issue until I added the Sub. When it was just the Playbar and Connect:Amp I was able to tune.

      2) If I stand about 4 feet away from the Beam during tuning I’m able to get past the first phase of tuning. If I go over 4ft it will loose a speaker. This is where you just stand there with your device running the app. Once it moves on to the second portion where you walk around it looses the speaker a little over half way in.

      Diagnostics Code: 1306808956

      Resolved this issue with @SonosSupport using Twitter. The issue was a bad RJ45 cable which ran from the Sonos Beam to the Connect:Amp.
        Airgetlam
        Airgetlam
        February 19, 2019
        CAT 5 or CAT6, more likely. RJ45 is a telephone cable. 🙂
        Bruce
        Gabeggg
        Contributor I
        February 19, 2019
        CAT 5 or CAT6, more likely. RJ45 is a telephone cable. :)

        It’s at Cat6 cable with an RJ45 connector. RJ11 is a telephone connector.
        Airgetlam
        Airgetlam
        February 19, 2019
        Oops. Memory played me wrong, I should have looked it up. You're absolutely correct. Been a while since I've dealt with RJ11 at all.
        Bruce
        willie01ar
        Lyricist I
        April 20, 2019
        Have exactly the same issue
        Halfway through Trueplay tuning, the process stops with a message "Lost Speaker...."
        My setup:
        Playbase
        2 x Play 1
        Sub

        Sonos diagnostic confirmation number: 1736608569

        Thanks for any help!
          drmagnuscranium
          Lyricist I
          June 19, 2019
          This has happened to me several times and I have fixed it the same way each time.

          My set up:
          beam wired
          connect amp wired powering surround speakers

          Each time I factory reset the beam and connect amp and then successfully set up the surround speakers with the beam.
          gmarman
          Contributor I
          September 21, 2019
          Identical issue as all above. Speakers work fine but when trying to Trueplay tune it stops halfway and says it cannot hear one speaker. I hear it just fine. I rebooted my entire system - router, boost and every single Sonos speaker in the house - still the same result.

          Opened issue with Sonos already - diagnostic 1711001441. Hopind someone at Sonos can help.
            Terms & ConditionsAccessibility statement