Contributor I

Answered

Problem with trueplay

30 replies
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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!

Show previous replies

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WaarghenAuthor

Contributor I

I’ve tried 3 different devices, and it works fine when it’s just the Arc Ultra. But when the Arc Ultra and Sub 4 are connected together, it doesn’t work, and I don’t understand why. Feels like I’ve tried everything.

jgatie

I’ve tried 3 different devices, and it works fine when it’s just the Arc Ultra. But when the Arc Ultra and Sub 4 are connected together, it doesn’t work, and I don’t understand why. Feels like I’ve tried everything.

Then submitting a diagnostic and contacting support with the reference number is your best bet.

W

WaarghenAuthor

Contributor I

Done that, but they just say to wait for the technicians when they release a new update, so the help you get from them right now is really bad. They say they can't do anything.

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!

C

Colin1013

Lyricist I

I’m having the same issue with my architectural speakers- “no speakers detected”. I’ve done all the firmware updates, power cycles, phone mic check, etc.
Infuriating

S

StartingForever

Lyricist I

I have had the same issue, and similarly have run through every commonly suggested troubleshooting suggestion with no luck. Happy to see Jamie’s reply and to know that the issue has been identified and a fix is in the works!

9

928sandberg

Contributor I

I have the same issue in my setup so looking forward for a fix.

1

1960avfc

Lyricist II

I have the same issue. Arc Ultra, two gen 4 subs and 300’s as surrounds. Can trueplay on my old playbar with a sub-mini and play 1’s no problem. I wonder if the rollback on the firmware on the subs broke something.

Mr. T

I have the same issue. Arc Ultra, two gen 4 subs and 300’s as surrounds. Can trueplay on my old playbar with a sub-mini and play 1’s no problem. I wonder if the rollback on the firmware on the subs broke something.

The problem with Trueplay tuning on Arc Ultra with Sub/surrounds was already a known issue prior to the release of the latest firmware.

R

RyanB123

Lyricist III

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:

Unpair the surrounds and sub
Do TruePlay with just the Arc Ultra
Rebond the surrounds and sub
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 or firmware update before trying it again…

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