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Answered

TrueCinema setup between Beam Gen 2 and Sonos Ace headphones not completeing.

  • January 16, 2026
  • 5 replies
  • 78 views
S

I have a Sonos Beam 2 and Ace Headphones.

I have set up the headphones for audio swap and it works fine whether through the app or via the swap audio button on the headset.

The problem I have is when trying to set up TrueCinema. I get it started and the Beam 2 emits the sounds so it can do it’s spatial awareness set up. 

I then get the spinning circle on my phone that just goes on and on and doesn’t end.

I have tried numerous “fixes” from Google etc.

Reset and re configured my Beam and Headphones plus reloaded the app after rebooting my phone.

Also switched everything off (including my Router) and started from scratch to no avail.

I have tried it with TV output on, Phone bluetooth on (with Ace paired and without but still keep getting the circle and “wait” message

Best answer by glgargon

I was on the phone with support for over two hours and spoke to two different technicians. The helpdesk technician transferred me to a "senior level" support position. After factory resetting both the Sonos Ace and the Sonos Beam, the problem seemed to be the phone I was using the app on. I currently use a OnePlus 13, and it was impossible to configure TrueCinema on that device. I switched to my old Xiaomi Mi T10 Pro, and it configured perfectly on the first try. I hope this helps you and the community. Special thanks to the Sonos technical support team who patiently stayed on the phone with me for several hours.

5 replies

Airgetlam
  • Airgetlam
  • January 16, 2026

I’d call Sonos Support to discuss it, rather than relying on possible misinformation found on Google. 

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

Bruce
    S
    • Sy182
    • Author
    • Contributor I
    • January 17, 2026

    Thanks I'll give them ago.

      G
      • glgargon
      • Lyricist I
      • January 21, 2026
      I bought the Sonos Ace a few days ago and I'm having the exact same problem with my Sonos Bean Gen 2
      Airgetlam
      • Airgetlam
      • January 21, 2026

      What did Support say when you called them with this issue?

      Bruce
      G
      • glgargon
      • Lyricist I
      • Answer
      • January 22, 2026
      I was on the phone with support for over two hours and spoke to two different technicians. The helpdesk technician transferred me to a "senior level" support position. After factory resetting both the Sonos Ace and the Sonos Beam, the problem seemed to be the phone I was using the app on. I currently use a OnePlus 13, and it was impossible to configure TrueCinema on that device. I switched to my old Xiaomi Mi T10 Pro, and it configured perfectly on the first try. I hope this helps you and the community. Special thanks to the Sonos technical support team who patiently stayed on the phone with me for several hours.
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