Contributor I

Answered

Problem with trueplay

30 replies
1339 views

Hi, is anyone else having problems running Trueplay with a Sonos Arc Ultra together with a Sub (Gen 4)?

When I run the Arc Ultra on its own, there’s no problem at all. But when I run them together, nothing works. I just get the message that there’s too much background noise — but the room is completely silent. (I’ve tested with several different devices.) Sometimes I get past that, but then it says “Trueplay can’t start”.

Does anyone have a solution, or is this an issue with the latest version of the app?

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Jamie AAnswer

Sonos Staff

Hi @Waarghen,

I’m sorry to hear that you’re having trouble performing Trueplay on your system.

Currently we’re aware of an issue where Trueplay can fail on the Arc Ultra when it’s bonded with surrounds, a sub, or both. We’re investigating the issue but do not currently have an ETA on when this will be fixed, so what support told you about waiting for an update is correct.

I’ve tagged this thread as having the issue: if I hear anything regarding this issue, then I’ll reply here with any updates. Your support case will also be tagged with this issue and support will send out a reply once this issue is resolved.

I hope this information helps!

R

Rhonny

Prodigy III

I would imagine it’s local to you or there would have been dozens of complaints on here by now if it was app-based.

Have you tried turning the Arc Ultra and the Sub off at the wall, force quitting the app, then turning the speakers back on and re-opening the app?

W

WaarghenAuthor

Contributor I

I’ve tried everything. I’ve even done a factory reset, but no success at all.

R

Rhonny

Prodigy III

Just to clarify, did you Add Sub in the Arc Ultra settings (i.e. they are bonded)?

W

WaarghenAuthor

Contributor I

Yes

R

Rhonny

Prodigy III

I’d imagine that they are up to date (as you factory reset them which usually prompts an update) - but maybe double check they are both on the same firmware? (Settings - General Settings - System Updates - Check for Updates).

W

WaarghenAuthor

Contributor I

Yes, and both are running the latest firmware.

R

Rhonny

Prodigy III

Others might have a solution, but the only thing I can suggest is within ten mins of trying the Trueplay, go to Settings - Help Centre - Submit Diagnostics, and then contact Sonos with your diagnostic number as they will be able to see what’s happening with your system during the Trueplay attempt.

But as I say, others will have more wisdom to suggest.

W

WaarghenAuthor

Contributor I

Its in swedish and this comes every time

R

Rhonny

Prodigy III

With a diagnostics number, Sonos will be able to look much deeper into the system’s operation (beyond the error message) to see what processes are failing when you try to run Trueplay.

jgatie

Believe it or not, sometimes Trueplay gets messed up due to a blocked microphone. Make sure there is no lint or other debris trapped in your device’s mic.

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