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Don’t retune trueplay! its broken again

  • August 10, 2025
  • 10 replies
  • 306 views
M
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Sonos app 80.24.36

Sonos system version 17.2

ios 18.6

iphone 16 pro max

When trying to retune trueplay, the first part where you sit down at the listening position works fine. The second part where you walk around fails. No test tones at all and it pops up the error message above. Tried the usual fixes without success.

Power down all speakers

Wait 5 mins

Power up one by one

Reboot router

Reboot phone

Delete and reinstall app

Tried another supported iOS device

Quick and advanced trueplay

Tried playing an audio track before running trueplay

ALL of the above failed to fix trueplay. Any more tips anyone?

Best answer by Airgetlam

I’d call Sonos Support to discuss it.

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.

 

10 replies

Airgetlam
  • Airgetlam
  • 44823 replies
  • Answer
  • August 11, 2025

I’d call Sonos Support to discuss it.

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
M
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  • Mindblowerz
  • Author
  • Trending Lyricist I
  • 27 replies
  • August 12, 2025

Already chatted with support and no fix. Just to add , I’m running Arc Ultra, 2 x ERA300, 2 x Sub Gen 3.

C

Wish I would have seen this about three days ago.

H
  • Herio
  • Lyricist I
  • 1 reply
  • August 27, 2025

I have the same problem, has this issue been resolved?

R
  • RyanB123
  • Lyricist III
  • 5 replies
  • August 27, 2025

I’ve had the same issue. I talked to Sonos support today and they said this is a known issue they are working to fix but do not have an ETA on a fix. As a workaround he had me:

  1. Unpair the surrounds and sub
  2. Do TruePlay with just the Arc Ultra
  3. Rebond the surrounds and sub
  4. Do NOT retune with everything connected.

A few things I found odd about this. First, I selected “advanced TruePlay.” But when I did that, it skipped the part where you do TruePlay in one spot and it jumped straight to the second part where you move around the room. The agent thought that was odd and filed an issue about that.

Second, the agent insisted that the TruePlay profile from tuning just the Arc Ultra alone was applied to the whole set when I rebonded them together, even though I didn’t run TruePlay on them all together. Even if he’s technically correct, I assume that re-tuning it with all the speakers would produce a more accurate result (especially for the upward firing atmos speakers in the 300s). The agent insisted it wouldn’t make a difference, but I’m skeptical of that. 

So anyway, customer service had me do this workaround that allows you to run TruePlay. I’m skeptical that the result is as good as it would be if it worked as intended (running TruePlay with everything connected). But hopefully there will be a fix at some point soon so I can try retuning it then. Not sure how we will know when it has been fixed, but I guess we have to wait until the next app update comes out before trying it.

Mr. T
  • Mr. T
  • 2104 replies
  • August 27, 2025

I’ve had the same issue. I talked to Sonos support today and they said this is a known issue they are working to fix but do not have an ETA on a fix. As a workaround he had me:

  1. Unpair the surrounds and sub
  2. Do TruePlay with just the Arc Ultra
  3. Rebond the surrounds and sub
  4. Do NOT retune with everything connected.

A few things I found odd about this. First, I selected “advanced TruePlay.” But when I did that, it skipped the part where you do TruePlay in one spot and it jumped straight to the second part where you move around the room. The agent thought that was odd and filed an issue about that.

Second, the agent insisted that the TruePlay profile from tuning just the Arc Ultra alone was applied to the whole set when I rebonded them together, even though I didn’t run TruePlay on them all together. Even if he’s technically correct, I assume that re-tuning it with all the speakers would produce a more accurate result (especially for the upward firing atmos speakers in the 300s). The agent insisted it wouldn’t make a difference, but I’m skeptical of that. 

So anyway, customer service had me do this workaround that allows you to run TruePlay. I’m skeptical that the result is as good as it would be if it worked as intended (running TruePlay with everything connected). But hopefully there will be a fix at some point soon so I can try retuning it then. Not sure how we will know when it has been fixed, but I guess we have to wait until the next app update comes out before trying it.

Pointless workaround as Trueplay is reset when the surrounds/sub are added back to the room.

R
  • RyanB123
  • Lyricist III
  • 5 replies
  • August 27, 2025

Pointless workaround as Trueplay is reset when the surrounds/sub are added back to the room.

The agent had me provide diagnostics from the system after adding the surrounds/sub back and he insisted that the according to the diagnostics TruePlay was still showing as applied in the re-bonded system. But I agree that doesn’t really make sense because I don’t see how TruePlay can be accurate without running it with all the speakers at once.

Mr. T
  • Mr. T
  • 2104 replies
  • August 27, 2025

Pointless workaround as Trueplay is reset when the surrounds/sub are added back to the room.

The agent had me provide diagnostics from the system after adding the surrounds/sub back and he insisted that the according to the diagnostics TruePlay was still showing as applied in the re-bonded system. But I agree that doesn’t really make sense because I don’t see how TruePlay can be accurate without running it with all the speakers at once.

Sounds like that agent needs retrained.

If you go to the Trueplay option for the Arc Ultra room, you shouldn’t have the option to enable/disable Trueplay after rebonding the surrounds/sub.

R
  • RyanB123
  • Lyricist III
  • 5 replies
  • August 27, 2025

Pointless workaround as Trueplay is reset when the surrounds/sub are added back to the room.

The agent had me provide diagnostics from the system after adding the surrounds/sub back and he insisted that the according to the diagnostics TruePlay was still showing as applied in the re-bonded system. But I agree that doesn’t really make sense because I don’t see how TruePlay can be accurate without running it with all the speakers at once.

Sounds like that agent needs retrained.

If you go to the Trueplay option for the Arc Ultra room, you shouldn’t have the option to enable/disable Trueplay after rebonding the surrounds/sub.

Yup - it just gives me an option to set up TruePlay :(

R
  • RyanB123
  • Lyricist III
  • 5 replies
  • August 27, 2025

When I first tried it I used a phone running the iOS 26 beta, not realizing that Sonos doesn’t support trueplay on beta OSes. Then I tried it on a phone running non beta iOS and it failed there too. Then I did the “workaround” that ​@Mr. T correctly noted as pointless. 
 

But since the workaround didn’t do anything, I figured it couldn’t hurt to try it again on the non beta iOS device. It failed the first time, but worked when I tapped “try again.”

 

¯\_😏_/¯ 


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