Can’t find TruePlay for Sonos Arc (iPhone)

Forum|Forum|1 year ago
July 23, 2025
5 replies
293 views

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?

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Best answer by AjTrek1

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:

Run a diagnostic, make note of the reference ID and call Sonos Tech support. Do not post the reference ID in this forum.
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

AjTrek1

Try this….

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

Together Everyone Achieves More = T.E.A.M.

S

StrayTexelAuthor

Contributor II

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.

AjTrek1Answer

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:

Run a diagnostic, make note of the reference ID and call Sonos Tech support. Do not post the reference ID in this forum.
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

Together Everyone Achieves More = T.E.A.M.

S

StrayTexelAuthor

Contributor II

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:

Run a diagnostic, make note of the reference ID and call Sonos Tech support. Do not post the reference ID in this forum.
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.

S

StrayTexelAuthor

Contributor II

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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