Trueplay - Surround Distance Isn’t Accurate

Hi ​@bignicknicknick et al

Sorry to hear of the issue you are all having with TruePlay incorrectly adjusting the rear surround speaker distance.

I’d like to gather some information on this reported issue as it seems it has flown under-the-radar so far.

First, however, I’d like to make a few points:

1. The app does not display the actual speaker distance calculated/detected by the TruePlay Tuning process. No matter what it figures out, the app will display the (greyed-out) default value.
2. The app did, for a while, allow the Speaker Distance setting to be adjusted while TruePlay Tuning was active. This was a mistake, and should not have been possible. As I understand it, changing the setting would have had no effect in this situation (or it would have disabled TruePlay).
3. As mentioned, if the balance seems wrong, users should be able to “fudge” the results by retuning with the device running the app in a skewed relative position to counter-act the incorrect speaker distance.

Any of you who do find that the TruePlay process unbalances the sound of your Home Theatre surrounds, and if you can find the time, we’d appreciate it if you could:

1. With TruePlay Tuning disabled, submit a support diagnostic.
2. Perform TruePlay Tuning (with an Apple device - Quick Tuning or Auto Tuning does not apply to this conversation)
3. With TruePlay Tuning now enabled, submit a support diagnostic.

Once done, please post here to let me know that you have followed these steps, and I will forward your diagnostics reports to an engineer for investigation. Please do not share any diagnostic numbers here. Thanks.

I would say it's worth with quick or auto trueplay, because the process doesn't know your listening position , it makes no sense to not be able to set it after trueplay tuning ...

It's done

Diagnostics submitted.  Thanks!

Submitted.

I’ve only had my arc for a few days, and the sub mini arrived today.

its a bit less noticeable for me with TV as its harder to discern what is done for effect… but with music it’s unlistenable. In my sweet spot that I run trueplay the speaker near my right ear is so much louder. I just had to disable the surrounds for my listening session as the blaring right speaker was totally distracting and killed immersion. 
 

Disappointing given the nearly 2 grand Canadian I just spent on Sonos this week but I do appreciate that there have been a lot of changes over there and there seems to be a genuine drive to clean these bugs up.

Will remain optimistic.

​@Corry P  Any updates on this?  Have you learned anything about what we’re experiencing that you can share?

Hi ​@Longor 

Not at present - I will try to get you more info next week.

Hi All

We would very much like to see some pictures of your speakers and their immediate environments - as the number of people reporting this issue is pretty low (as compared to the number of people making use of TruePlay), and as we are having trouble reproducing the issue ourselves, we are now wondering if there are environmental aspects to why you all are unhappy with the balance of your TruePlay Tuned systems.

Could you please share some pictures of your sound-bars and surrounds as currently set up and we shall see if there are any circumstances in common between them all (perhaps picture frames on the walls close to the speakers causing some reflections of the sides of their frames, for example and as a pure guess).

Thank you all.

Sorry just seeing this now ​@Corry P .
I can provide pictures but I would prefer to do so directly vs public board.
Is there a support email I can send them instead or DM you with them directly?

Hi ​@S McNally

Sorry for the delay - I was on holiday.

Yes - you can send the pictures to community@sonos.com and I’ll be able to relay them on for you.