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

Mr. T

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.

As confirmed on the other thread, the “workaround” steps accomplish nothing as Trueplay is reset at Step 3 when surrounds/sub are added back.

G

Gaesu77

Lyricist II

I have exactly the same problem with TruePlay – also because of the ARC Ultra (in combination with two ERA 100s and one SUB 4 and one SUB 3 each). We really tried everything (spent around 3 hours trying everything with a Sonos technician – unfortunately without success). SONOS (Switzerland) even sent me a new, completely brand-new ARC Ultra as a replacement (as they were not aware of any general problem). Unfortunately, the result is still the same... In other words, there is no other option but to wait for a firmware update from SONOS for the ARC Ultra :-( I hope they solve the problem soon – because at the moment, despite manual settings, my home cinema sounds like crap, to say the least ;-(

Mr. T

I have exactly the same problem with TruePlay – also because of the ARC Ultra (in combination with two ERA 100s and one SUB 4 and one SUB 3 each). We really tried everything (spent around 3 hours trying everything with a Sonos technician – unfortunately without success). SONOS (Switzerland) even sent me a new, completely brand-new ARC Ultra as a replacement (as they were not aware of any general problem). Unfortunately, the result is still the same... In other words, there is no other option but to wait for a firmware update from SONOS for the ARC Ultra :-( I hope they solve the problem soon – because at the moment, despite manual settings, my home cinema sounds like crap, to say the least ;-(

3hrs with support is a ridiculous amount of time. When did you first contact them? Considering this thread was created over 3wks ago and the OP was told then to wait for an update, it’s surprising that a replacement Arc Ultra was approved and shipped if your contact was within the last 3wks.

G

Gaesu77

Lyricist II

I have exactly the same problem with TruePlay – also because of the ARC Ultra (in combination with two ERA 100s and one SUB 4 and one SUB 3 each). We really tried everything (spent around 3 hours trying everything with a Sonos technician – unfortunately without success). SONOS (Switzerland) even sent me a new, completely brand-new ARC Ultra as a replacement (as they were not aware of any general problem). Unfortunately, the result is still the same... In other words, there is no other option but to wait for a firmware update from SONOS for the ARC Ultra :-( I hope they solve the problem soon – because at the moment, despite manual settings, my home cinema sounds like crap, to say the least ;-(

3hrs with support is a ridiculous amount of time. When did you first contact them? Considering this thread was created over 3wks ago and the OP was told then to wait for an update, it’s surprising that a replacement Arc Ultra was approved and shipped if your contact was within the last 3wks.

The first contact was made at the beginning of calendar week 34, so it wasn't that long ago. Apparently, the problem had been known for some time at that point, but apparently not to Sonos Support in Switzerland... And I only came across this post afterwards.

So now I have a brand new ARC Ultra — but still the same old problem(s)... I really hope SONOS fixes this soon!

Mr. T

The first contact was made at the beginning of calendar week 34, so it wasn't that long ago. Apparently, the problem had been known for some time at that point, but apparently not to Sonos Support in Switzerland... And I only came across this post afterwards.

So now I have a brand new ARC Ultra — but still the same old problem(s)... I really hope SONOS fixes this soon!

Yes, the issue had been known for over 2wks at that point so another failure with Sonos Support.

T

TonB01

Lyricist I

Since a few weeks I have a Arc Ultra, 2 Era 100 as surround and a Sub Mini.

If a use Trueplay the sound is terrible, I tried a lot of things but the best sound is when I switch off Trueplay. Sonos support also looked at it, but no solution yet.

Hopefully the next update will solve it.

Airgetlam

Bruce

G

Gaesu77

Lyricist II

Hallelujah—and it works (again)😎🤘🏻 Fixed my problems👍🏻

T

TallScot

Lyricist I

Hurrah. The new app system update 90.0-68140 has a fix for trueplay with arc ultra that is paired to surrounds. I could not get this to work in any manner prior to this firmware update.

all working as of todays release (sept 2). While Sonos let the issue through, I do give them credit for fixing it in a reasonably timely manner. As an app dev myself, all the testing in the world can sometimes miss an issue that shows up when tens of thousands of users get it.

Stu C

B

Br8o

Lyricist I

My weird trueplay issue is I can only get it (arc ultra, two sub 3’s, two era 300’s) to trueplay tune with my phone case on. When I try it with my rather large (Im assuming blocking sounds) otter box case removed it say “error occurred”. When I try with arc ultra alone and case removed trueplay works but if I pair everything back up and try again it does not. Im still in my return window for costco but Im running out of time for a solution here. Did all the updates yesterday with no luck.

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