Hi everyone,Hoping someone from the community or Sonos team can help. I’ve spent hours trying to get this working and have hit a wall.My setup: Arc Ultra (connected via WiFi) 2 × Era 300 (set as surrounds) Sub + Sub 4 Everything appears correctly in the app. The Arc Ultra is connected to WiFi (not Ethernet), and I made sure WiFi is enabled. The Era 300s show up as left and right surrounds, and both subs are listed and bonded to the Arc room. I’ve increased surround and sub audio levels to max. I’ve also confirmed that I’m playing Dolby Atmos and 5.1 content (shows up as such in the Sonos app), using Apple TV 4K.The problem:I’m getting no sound whatsoever from the Era 300s or the subs. The only time I hear anything from them is the pairing chime during initial setup. After that, complete silence. This applies to both movies and music, regardless of source or settings.What I’ve already tried: Power cycling everything (multiple times) Removing and re-adding surrounds and subs Resetting all speakers and setting the system up from scratch Toggling surround and sub audio on/off in the app Verifying WiFi is active on the Arc Ultra Playing Atmos and 5.1 content from different sources Setting music playback to “Full” in Surround Audio settings To make things worse, Trueplay fails every single time I try to run it. It gets stuck during tuning and won’t complete, even after several attempts with different devices and room positions.The only setup that works flawlessly is in my bedroom, where I have a regular Arc, two IKEA Symfonisk speakers, and a Mini Sub. That setup gives me surround sound and sub response without issues.It’s honestly frustrating. This system wasn’t cheap, and it should be performing at a much higher level. I’ve followed every step I could find here and on Reddit, and I’m still stuck.If anyone can help walk me through additional steps or spot something I may have missed, I’d really appreciate it.Thanks in advance.

Contributor I

Answered

No Sound from Era 300s or Subs When Paired to Arc Ultra + Trueplay Doesn't work

Forum|Forum|1 year ago
August 17, 2025
25 replies
1010 views

Hi everyone,

Hoping someone from the community or Sonos team can help. I’ve spent hours trying to get this working and have hit a wall.

My setup:

Arc Ultra (connected via WiFi)
2 × Era 300 (set as surrounds)
Sub + Sub 4

Everything appears correctly in the app. The Arc Ultra is connected to WiFi (not Ethernet), and I made sure WiFi is enabled. The Era 300s show up as left and right surrounds, and both subs are listed and bonded to the Arc room. I’ve increased surround and sub audio levels to max. I’ve also confirmed that I’m playing Dolby Atmos and 5.1 content (shows up as such in the Sonos app), using Apple TV 4K.

The problem:
I’m getting no sound whatsoever from the Era 300s or the subs. The only time I hear anything from them is the pairing chime during initial setup. After that, complete silence. This applies to both movies and music, regardless of source or settings.

What I’ve already tried:

Power cycling everything (multiple times)
Removing and re-adding surrounds and subs
Resetting all speakers and setting the system up from scratch
Toggling surround and sub audio on/off in the app
Verifying WiFi is active on the Arc Ultra
Playing Atmos and 5.1 content from different sources
Setting music playback to “Full” in Surround Audio settings

To make things worse, Trueplay fails every single time I try to run it. It gets stuck during tuning and won’t complete, even after several attempts with different devices and room positions.

The only setup that works flawlessly is in my bedroom, where I have a regular Arc, two IKEA Symfonisk speakers, and a Mini Sub. That setup gives me surround sound and sub response without issues.

It’s honestly frustrating. This system wasn’t cheap, and it should be performing at a much higher level. I’ve followed every step I could find here and on Reddit, and I’m still stuck.

If anyone can help walk me through additional steps or spot something I may have missed, I’d really appreciate it.
Thanks in advance.

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Best answer by Corry P

Hi @davidporges

Welcome to the Sonos Community!

Sorry to hear of this issue you are having with getting audio from your Arc Ultra’s connected satellite speakers.

Looking at your recent diagnostics, I can confirm for you that the reason you hear no audio from them is because the regions do not match - you have speakers meant for 3 different regions. The WiFi regulations across these different regions, set to each speaker at the factory, are preventing them from communicating in the manner they prefer.

I can only apologise that this was not spotted before, when you called in - it should have been.

I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports, and you ensure that they understand that this is indeed where the problem lies.

I hope this helps.

Show previous replies

Corry P

Sonos Staff

Hi @Joshua01

Welcome to the Sonos Community!

Sorry to hear about this issue you are having with TruePlaying your Arc Ultra and it’s satellite speakers.

We are aware of an issue preventing Arc Ultra from completing TruePlay with satellite speakers bonded and are investigating. We have no estimate for when it might be resolved, but I will update this thread when I hear of it.

I’m sorry to hear the agent you spoke to was unaware.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

Mr. T

I’m having the same issues with Trueplay and I don’t have the regional issue. I have an arc ultra, two 300s as surrounds, and a Sub + Sub 4. When I had the older Arc, with otherwise the same setup, Trueplay worked with no issues. I recently purchased the Ultra, followed the recommended steps to change out the Ultra for the older Arc, and nothing but problems. I spent over an hour with Sonos Support, they are stumped as well.

The system update released yesterday should have fixed the issue you were having with Trueplay.

V

ValVal09

Lyricist I

I’m having the same issues with Trueplay and I don’t have the regional issue. I have an arc ultra, two 300s as surrounds, and a Sub + Sub 4. When I had the older Arc, with otherwise the same setup, Trueplay worked with no issues. I recently purchased the Ultra, followed the recommended steps to change out the Ultra for the older Arc, and nothing but problems. I spent over an hour with Sonos Support, they are stumped as well.

The system update released yesterday should have fixed the issue you were having with Trueplay.

Doesn't work

Mr. T

Doesn't work

If you are still unable to Trueplay and have followed the troubleshooting steps https://support.sonos.com/en-gb/article/error-during-trueplay-tuning and are still unsuccessful, then contact support.

V

ValVal09

Lyricist I

Doesn't work

If you are still unable to Trueplay and have followed the troubleshooting steps https://support.sonos.com/en-gb/article/error-during-trueplay-tuning and are still unsuccessful, then contact support.

No
This problem only appears after adding rear speakers One

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