move 2 Trueplay issues

Hi ​@Zakky72, welcome to the Sonos Community!

I’m sorry to hear that you’re having issues with Trueplay on your Sonos Move 2.

Trueplay will change how the speaker sounds due to how this feature works, likely also having the speaker sound louder. I haven’t seen any recent threads regarding this issue, so I’d recommend submitting a diagnostics and reaching out to our support team for further assistance. Also, it would be worth recording a video of what the Move 2 sounds like while Trueplay kicks in for support.

I hope this helps!

Hi Jamie, thanks for coming back to me and yes, I understand how trueplay works but it never used to be like this and should not dramatically change the volume on multiple occasions when the speaker is in the same location inside 

Note other users are experiencing the same so it's likely an issue after its last update  https://www.reddit.com/r/sonos/comments/1nmn5gg/move_2_trueplay_extremely_intrusive_since_last/

Hi ​@Zakky72, 

Thanks for sharing the reddit thread. I agree with you that it shouldn’t be a drastic change to the volume after Trueplay, nor should it take 90 seconds. I have a colleague with a Move 2 that is able to test, but they said it’s working fine for them. Does this happen with multiple music services and tracks?

So I can have more information to share with the team, can you submit two diagnostics, one before and one after Trueplay occurs? Also, please share the track name and service you’re using when submitting the diagnostics.

Hi Jamie. Happens on Tunein radio and BBC Sounds. Below is BBC Radio 2 today

Thanks

Adey

Moderator Edit: Recorded and removed diagnostics.

Hi ​@Zakky72,

Apologies for the delay in getting back to you. I was following up with the team regarding this and was waiting to hear back: I raised this issue for them to investigate alongside the reddit thread you linked. 

According to the diagnostics, your Move 2 was moving, which is why Trueplay wasn’t kicking in immediately. Since you mentioned the Move 2 is in the same location, I assume you’re not moving it after you start playback or within the time it takes for Trueplay to change the volume.

What was recommended by the team is to make sure your system is fully up to date, place the Move 2 down, then start playback from the Sonos app and see if that still causing the volume to drastically change. Also, would you be able to record a video of the Move 2 behaving this way, then submit another diagnostics? It’s possible that the volume change is expected loudness, but the video would let us see if that is the case or if something else is going wrong.

Hi Jamie, thanks for the update.

The music is always started with the speaker in place and everything is up to date. Sounds like the issue, as I suspected is the speaker thinks its being moved when it isn't. It certainly isn't expected loudness and as other have reported on Reddit having the same issue. Tbh I've now turned Trueplay off, its just too annoying. If I get chance ill record a video but all that proves is that the volume significantly changes like I and others have stated. Maybe look at the last update as thats when the problems started, the speaker was fine before that.

Thanks,

Adey