Trueplay tuning is not working in new sonos app

Same issue here. The new app is awful and this is clearly a bug that should never have happened with such a costly system. If you call support they will tell you to reboot your phone which does not work.  Hopefully the geniuses who screwed up the new app will provide a fix in an update. Very disappointing. 

Here’s an update. Sonos will tell you after you wait on hold until you qualify for Medicare to reboot your phone. Instead do this. Change the source from TV to a music app like Spotify and play a song. Then open the tuning and it will take you to the Continue screen where the phone (iOS) is rotated and it should work and complete the entire tuning process. Amazing they don’t know this but it should work for you. Hope it helps. 

Switching from TV source to a music source enabled Trueplay to work effectively. 

Unfortunately that workaround didn’t work for me. Even after factory resetting my entire system, it still freezes after completing the final tuning step.

Seriously Sonos!? Over a week since the update and no fix for Trueplay? Not even acknowledging that a fix is in the works? Look like it’s eBay for my system and returning to component audio and amps for my home.

Thanks for this. It was driving me mad as ‘continue’ button was not working. Played a song on Spotify and then was able to to tune all my speakers using Trueplay. That said, so many bugs in the new app!! 

This worked perfectly for me. However, as owners, we shouldn’t have to look around for “Tricks” to make our expensive systems operate correctly. 

Purchased the Arc and mini sub today- set it up. Can’t connect with the Truplay Tuning. I did all of the trouble shooting, music apps, different phones. Nothing has worked. 

I tried the “fix” (play music for 10 secs etc) but I play, pause and then try trueplay and no cigar.

I’m not sure if I’m doing it correctly. Could anyone give a step by detailed step for this Idiots guide 🙏 

Same issue with my system.  App stops before finishing Trueplay.  Using Arc, Sub and 2 era300.  None of the workarounds seem to work for my system.

This worked for me, thanks for sharing.

One thing that I noticed is - during the tuning process where you walk around the room, if you don’t engage with the app the phone will go into idle/screen save mode and the tuning will fail. I had to tap the screen throughout the tuning process to compete it.

Tried the workaround, but to no avail. Sonos produce some great equipment at a price, but very shoddy in this regard unfortunately 😞

Sonos has fixed a bug in Trueplay for soundbars:

https://support.sonos.com/en-us/article/release-notes-for-sonos-software-updates

Fixed an issue that blocked Trueplay if a TV was the input source.

Update to the latest app to get the fix.

I updated my Sonos app with today’s update and the Trueplaying still does not work for my Playbase, the fix doesn’t work for my model. I’ve been trying to contact Sonos by phone and it is still an hr plus wait to talk to tech support and I haven’t had the patience to wait that long yet. Even their working hrs seem to be not correct, the website say they are available to 11 pm est week days and when I tried contacting them this evening at 10pm est, the recording said their offices were now closed.

I  even tried doing the Trueplaying after switching the audio from tv to Sonos Radio and playing a song and it’s still stuck doing nothing. I would like to be able to roll back my app to the older version when I know it was working then if it was possible.  

I can trueplay tune, it just doesn’t save to my system. Process works perfectly just doesn’t stick. Been trueplaying for years and this has never happened. Arc, gen 3 sub, and 2 x era 300’s. 
Trueplay works and saves in other rooms but not on the surround system. 
Any thoughts?

Thanks for the tip Alrantel. Switching the source from TV to Music worked for me.

After several attempts trying to resolve the True Playing issue via chat technical help, I finally was able to talk directly to someone by phone with Sonos. After several iterations it was determined the True Playing function is not supported if you have an IPad 10th generation. I finally was able to get it to work on the latest Sonos app on the iPhone 14 but I had to go into my account and do a refresh of the Sonos app from within my account preferences.  It seems the True Playing function has been an issue ever since Apple released the 10th generation iPad, I’m sure the feature worked previously with the older version of the Sonos app but since I cannot roll back to an earlier version of the app (S2) I cannot verify this now. 

I’ve done all of this still with no success. Really frustrating. 

The other thing I also did was a reboot of my system, can be done by them online (if you are able to connect with them either online or by phone) or I believe just powering your complete system off and then turning it back on. There is also a page on the Sonos website that lists all the equipment currently not supported with the True Playing function, check to see if there is your hardware is listed there, the iPad 10 is there and it was released by Apple a couple years so I was surprised to see that Sonos hasn’t provided a fix for that yet. It took several diagnostic checks by Sonos to eventually advise tell me that the True Tuning was not supported on the iPad 10 model. They are fully aware of all the issues the update Sonos app has caused because the one technical advisor said they were still receiving a lot of calls wrst to True Playing. The good thing is once your listening area has been True Played it is saved by the system and you should not to have to repeat the process unless there is equipment changes or relocations within the room. 

another thread regarding this trueplay issue

https://en.community.sonos.com/controllers%2Dand%2Dmusic%2Dservices%2D229131/trueplay%2Dsimply%2Ddoes%2Dnot%2Dwork%2Din%2Dthe%2Dnew%2Dapp%2D6892178?tid=6892178

I find that the True play optimization tool is absolutely useless even when it does work. Just optimize your system manually 

Nice work around! I was successful!

Same issue, changing from TV to music didn’t work either.

What a terrible app

Reinstalling the application, resetting the system gives nothing. Everything indicates that Sonos cannot control the situation. This case is suitable for strong publicity in the press, an example of how much today's electronics manufacturers do not respect the customers who support them!

I finally got TruePlay to work about 10 days ago after weeks of failure. I have a iPad Air 5th gen, and Sonos Arc and Sub gen 3. It seems like the latest update did it for me. I made sure I updated it in both the app store AND within the app. TruePlay then worked fine without needing any workarounds. It would be useful if those that are still having issues state what devices they're using.