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bnilesh
Avid Contributor I
October 24, 2022
Answered

Trueplay noise error update 14.18

I am observing a trueplay tuning error after the latest update 14.18.

In the Living Room I have Beam (Gen1), Two Play 1 & Sub (Gen 2). But I couldn't succeed in doing it. I tried a number of times but the process stops in the first step while testing the tone sound for left right balancing. This process stops everytime at the same moment just before finishing it,  gives a noise error message. I am sure there is no noise and room is as quiet as it can be possible.

In my bedroom I have two play-5 which were successfully re-tuned for trueplay after the update but the living room 5.1 system is not getting tuned. If the iPad has any issues it should not have to be worked in another room stereo system.

I have factory resetted each speaker in the living room, reinstalled the app on the ipad, removed case of iPad, tried to tune at different times and what not! But nothing has helped me. I have also disabled bluetooth of iPad, other devices on network, light etc after discussing with Sonos support but nothing helped me yet.

Hoping soon I find working solution. . .  !

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Corry P
Corry PAnswer
Sonos Staff
October 24, 2022

Hi @bnilesh & @jgatie 

I can only recommend you both get in touch with our technical support team to document the issue and “get the ball rolling” on an investigation. There do seem to be a few users reporting this and I have reported it up the chain myself, but a few cases with documented diagnostics will help a lot.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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jgatie
jgatie
November 18, 2022

Even with sonos hardware & app update I am having problem. Can you explain in detail what exactly you did ? What are your surround speakers ? I am having PLAY-1 as surround along with Beam & Sub.

 

I have an Arc, Sub Gen 3, and One SL’s as surrounds.  The TV is a Samsung 75” Q8F (SAMSUNG QN75Q8FNBFXZA).  The iDevice is the iPad 9th Gen.  Before it would never get past the initial Trueplay in the seated position.  The circles would never coalesce and it would tell me to lower the noise.  After the update, Trueplay was successful. 

    TheChemist
    TheChemist
    Trending Lyricist I
    November 19, 2022

    ...I continue to have the same problem even after this last update (14.19)... the update does not concern the trueplay problem that occurs in smaller environments, I think they still need to be investigated to intervene, hopefully well...😏...

    TheChemist
      Airgetlam
      Airgetlam
      November 19, 2022

      I’m curious as to what Sonos told you, when you submitted a diagnostic and called in to their support folks?

      Bruce
      TheChemist
      TheChemist
      Trending Lyricist I
      November 19, 2022

      ...I haven't contacted support, I think it's useless, staff capable of indicating trivial solutions would answer...I think it's more useful to report it here on the forum and wait for the sound engineers to intervene...at least I hope...

      TheChemist
      jgatie
      jgatie
      November 19, 2022

      ...I haven't contacted support, I think it's useless, staff capable of indicating trivial solutions would answer...I think it's more useful to report it here on the forum and wait for the sound engineers to intervene...at least I hope...

       

      That’s exactly the purpose of submitting the diagnostic, so the engineers can get data on why your system is failing like it is.  

      Airgetlam
      Airgetlam
      November 19, 2022

      And of course, whether the Sonos CS person you speak to is ‘competent’ or not, at least they have the ability to look at the hard data in a diagnostic, something that we are not allowed to do. And it could be something they’re easily able to identify, that we’re not thinking about….or, as jgatie suggests, they can pass on the hard data to the development team. 

      Bruce
      TheChemist
      TheChemist
      Trending Lyricist I
      November 21, 2022

      ...Airgetlam, i wanted to take your advice...here is the trivial answer from sonos support after pointing out the Trueplay noise error problem: "I double-checked with a superior about it and I want to let you know that in order to successfully run the Trueplay setup, you will have to have the phone without the protective cover on, rotated with the microphone up and slowly walk around the room also moving it up and down, left and right"...this confirms your hypothesis regarding Sonos support...however, I requested to indicate to the development team the problem ... let's hope for the best ...

      TheChemist
      IJN
      Renowned Enthusiast I
      December 10, 2022

      Coincidence or not but out of sheer frustration after trying to trueplay a surround setup I tried once again with the silicone cover of the phone intact and everything now worked as it had previously!   Very odd …

      bnileshAuthor
      Avid Contributor I
      December 31, 2022

      This is really shameful to see SONOS not coming out with solution till date for this problem. Earlier I was unable to tune true play for my living room (Beam + SUB + Two Play 1). Now it’s not working for my Two PLAY-5 in bedroom. The irritating misleading noise error interrupts the process. Now I am playing my both rooms system without true play.

       

      SONOS I didn’t expected such a poor support from you!

        buzz
        buzz
        Grand Maestro
        December 31, 2022

        Coincidence or not but out of sheer frustration after trying to trueplay a surround setup I tried once again with the silicone cover of the phone intact and everything now worked as it had previously!   Very odd …

        This is curious and suggests some sort of audio noise or RF interference is conducted through the phone’s case. You could experiment with this by attempting to start Trueplay in a distant room. Obviously, you will not be able to complete the process, but you may be able to verify that the “noise” issue is related to the phone’s physical location. Another, perhaps silly possibility, might be creaky joints in your hand.

        Install a sound analyzer App and view the noise spectrum in a “quiet” room. Is there any difference between the SONOS location and other locations? Are there any peaks at odd frequencies? Are there any differences with respect to time of day? You could investigate my “creaky joints” speculation by comparing hand held and sitting on a table spectrums.

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