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sonos amp- loud pop sound then no sound

  • December 28, 2021
  • 4 replies
  • 278 views
T

Hi there-

i have five sonos amps, an arc, a sub, and several wireless speakers.  We have a repeating problem with one sub only, and which appears to be something a lot of other customers are dealing with.  The problem is that I get a loud pop sound followed by a loss of all audio in that zone until the power is cycled.  I ran a diagnostic report just now and that number is 237153753. 
 

the amp is connected to two sonance speakers in ceiling and hard wired.  Two other zones were playing the same music last time the problem occurred and only the one zone had the issue.  That’s the same zone which had the issue before and the only one to have that problem so far.  
 

Thanks in advance.  

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4 replies

James L.
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  • James L.
  • Retired Community Staff
  • December 29, 2021

Hi @Twobuck,

 

Thanks for the diagnostic and detailed description.

 

Unfortunately, I don’t see anything in the diagnostic that would indicate immediately why this is happening. 

To clarify - the popping and audio loss is only affecting the Sub, whereas the rest of the zone continues playing?

Does this happen only from one music service/source?

If it’s repeatedly triggered by one track, could you let me know which track it is and which service it’s streamed from?

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G
  • gson
  • Contributor I
  • January 9, 2022

Just happened to me as well.  My setup is an Arc, sub gen 3, and Play:1s for surrounds.  I submitted diagnostic report 726247310.

T
  • Twobuck
  • Author
  • Contributor I
  • January 9, 2022

Hi James--

I apologize for having mistakenly written “sub” where I meant “amp”.  The bedroom amp is the one which pops and then stops producing sound.  

To answer your other questions:

The entire zone goes down.

We’ve been playing spotify when the issues has manifest.  We have been playing music on other zones simultaneously and the other zones have continued to work as the BR zone goes down.  

It’s not the same track.  

Since you focused on the sub during your last review of the diagnostic, would you be willing to go back and take a look at it again with the knowledge that it’s an amp issue?

Thanks,

 

Charlie

James L.
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  • James L.
  • Retired Community Staff
  • January 10, 2022

@Twobuck - Thanks for that. It does appear that the Amp is going into a fault state, but that doesn’t necessarily mean that there’s something wrong with the Amp itself. I suggest getting in touch with our customer care team who will be able to guide you through some tests to determine what’s causing the issues here.

 

@gson - It seems like your situation is different since you have different players than Twobuck. The only things I can see in your diagnostic are audio dropouts from music services and nothing that would indicate any popping or audio issues. I also suggest getting in touch with our customer care team for some live troubleshooting here.

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