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? 

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

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

Yes

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).

Yes, and both are running the latest firmware.

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.

Its in swedish and this comes every time

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. 

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.  

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. 

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.

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!

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

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!

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

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.

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:

1. Unpair the surrounds and sub
2. Do TruePlay with just the Arc Ultra
3. Rebond the surrounds and sub
4. 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…

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

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!

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