Arc microphone constantly turns off and off by itself

I have lots of video and diagnostics, but this has to be a hardware issue if Hogan and I got ours at the same time and all four have the same issue. 

The first four digits of the serial number indicates the month of manufacture. This can be a good indicator, unfortunately not proof, of units being from the same batch. Another indicator is given in Settings —> System —> About My System. Each unit indicates its version and modification level with the Series ID and Hardware Version fields. This is still not absolute proof of same batch because the units could be built on different days or assembly lines. It’s possible that a single assembly line staffer was not following procedures for a few days and all of the units processed by Jack or Jill, will malfunction at some point.

For this particular failure I suspect that there is a leakage path created by surface contamination resulting in a phantom “touch”. While it’s possible that this is external and potentially could be detected and eliminated at home, it’s more likely that this would be an internal issue. And, relative humidity could trigger the issue. Some years ago there was a very vexing issue with a product manufactured by an excellent European company. Samples intermittently experienced issues, but only when operated in very dry Arizona. Any misbehaving sample brought back to the lab performed normally.

I suggest obscuring the full serial number from public posts. For this discussion only the prefixes are relevant.

where did you buy your arc?  

how long ago?

my issue happens with and without any voice control

The ones I got from Sonos are from 6/23 and 7/23. 

The Best Buy one is from 6/22. And I'm guessing the guy who just posted is going to say his is from 6/23 or 7/23 when he looks at the serial.

johnnydrama32

just wanted to confirm that the arc from best buy is from 6/22 (last year) and sonos are 6/23 and 7/23 (this year)

Update: I spent three hours on the phone with Sonos CS today. What an awful experience. One department doesn't do everything, so I was constantly put on hold or transferred.

 I started with T2 support, explained the QC problem, sent this thread, and laid out that it's a hardware issue. They agreed to let me return the original Arc and the replacement, but said I'd need two new return labels since I was initially only returning the first Arc I two labels. But getting them to provide these two new return labels has been akin to scaling Everest. I still don't have them.

I also asked that they let me keep the Best Buy Arc but give me the same 15% discount I received on the Sonos-direct Arcs. The T2 CSA said that would be fine, but then he transferred me to sales, who told me I must've misunderstood. At this point I was determined because I had no return labels or discounts, but had already spent hours of my time. I waited out three hours and finally got a supervisor who said that she would try to coordinate with both the returns dept and sales dept, but it'd take a few days because the depts are separate and don't always communicate.

In short, the CS was horrible. I don't have a way of returning my two Sonos-direct Arcs. I didn't get a discount on the Best Buy Arc. And I wasted 3 hours of my time. But the good news is they are now aware of the mic on/off issue and have sent my diagnostics up to T3 along with my video evidence.

I'm on the verge of returning everything given the horrible support. They're so thankless. We diagnosed a problem that could cost them millions if they keep producing Arcs that need to be recalled. I am so sick of these companies with overseas CS with overseas supervisors. Even the T2 tech support was a call center. For a luxury product, Sonos has been anything but a luxury experience.

The problem is Costco’s may also be produced in June or July. You just have no idea. Part of me just wants to suck it up and take the 15% loss. My time is worth more than a $135.

Interesting that your mic problem just recently started w/ a year old arc system

just shared your comment w/ the sonos L3 tech person working on the arc mic muting issue 

I don't see how it can be software when two of mine do it and one doesn't but they're all on the same software.

I have the same issue on the Arc.  I ordered the Arc/Sub/2xEra300 set 08/19/2023 direct from Sonos, and have it hooked up to Alexa voice control.  Mic toggle goes on and off on its own making a chime sound each time.  I have it hooked up to Home Assistant and I can see it happening between 2 to 10 times per minute.  I think it only happens while the Arc is playing something.  As @hogan1 suggested, I turned off touch controls for the room and it immediately stopped toggling.

Will be sending the system back on Tuesday - not my job to beta test for Sonos.

Nice! That works and can still use Alexa.