Enthusiast I

How many years till sonos fixes the loud pop and shutdown with Atmos???

39 replies
2077 views

I see this problem has been reported for over a year and no fixes still. I can’t even listen to Atmos music on my appletv or use it to play atmos movies because of the super loud pop and shutdown. This has been a know issue since back in 2021. I read no fixes at all on the forum. Just tried to listen to a new Atmos Remastered album and it sounded like my Arc blow up then shut down. On top of that I’ve never heard a single sound come out of the top firing speakers on it using atmos on any other app that plays atmos. At this point I’m unsure if the Arc even plays atmos content at all.

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Pinned Reply By Corry P

Hi @Schlagdog

Good news! We are pleased to share that our team has identified a fix for the popping sound on Arc and it will be shipped to all customers as part of a software release today, Thursday Nov 16 at 09:30 ET, 14:30 GMT, 15:30 CET. Please note that some app stores may take an extra hour or two for it to become available.

During our investigation we uncovered a rare bug that impacts how Sonos Arc and Beam (Gen 2) in certain home theater configurations process Dolby MAT, a streaming technology which is used to deliver Dolby Atmos audio over HDMI. Occasionally a Sonos product will receive a corrupted audio segment from an external source and needs to filter out unwanted audio data. The bug we identified was allowing our Dolby decoder to play audible errors on certain home theater setups rather than concealing them. The solution we’ve built and tested improves our Dolby decoder so it better filters out corrupt audio data that can manifest as a popping sound. We’ll continue to monitor customer feedback closely after the fix has been released and ship additional updates if necessary.

We strive to deliver the best listening experience possible and work to address major issues that impact our customers. We apologize for the disruption this bug has caused and want to thank you for your patience while our team developed a fix.

If you have any questions, please post them on the main related thread and I’ll do my best to answer them.

This thread will be closed to keep all queries in that one place.

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Airgetlam

If it were a Sonos problem, the chances are that it would have already been fixed. Unfortunately, it’s more likely the Sonos is only playing what it is told by the TV set, so if it’s told to play a pop, and is not sent any further information, it would likely exhibit that exact behaviour.

Bruce

S

SchlagdogAuthor

Enthusiast I

There are hundreds of these posts all over different forums and on here. It’s not a tv problem. It’s a Sonos issue. We aren’t all using the same TVs or streaming devices but are all using Sonos Arcs or beams with atmos.

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GuitarSuperstar

Lead Maestro

@Schlagdog If it’s just a Sonos issue, why are there so many users, including myself, who have never experienced the loud pop and shutdown and can clearly hear height channel effects from the Arc when playing Dolby Atmos content?

What model TV do you have? Are you using the Sonos-supplied HDMI cable? Is your Apple TV 4K a 1st or 2nd Gen model? Does the loud pop only happen when playing Atmos content from the Apple TV or does it happen when also playing Atmos content from the TV’s native apps?

"Receive with simplicity everything that happens to you." - Rashi

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SchlagdogAuthor

Enthusiast I

It’s only me. That’s why there are more posts on here from a year ago to just a few days ago with the same exact issues and no solutions with about 100 people posting they have the same problem on different TVs and streaming services and streaming boxes. Sonos support reply is they don’t know then just disappear.

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GuitarSuperstar

Lead Maestro

It’s only me. That’s why there are more posts on here from a year ago to just a few days ago with the same exact issues and no solutions with about 100 people posting they have the same problem on different TVs and streaming services and streaming boxes. Sonos support reply is they don’t know then just disappear.

Are you going to answer any of my questions? No one can assist you without specific details about your setup.

"Receive with simplicity everything that happens to you." - Rashi

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ProfessorFrag

Enthusiast II

It’s only me. That’s why there are more posts on here from a year ago to just a few days ago with the same exact issues and no solutions with about 100 people posting they have the same problem on different TVs and streaming services and streaming boxes. Sonos support reply is they don’t know then just disappear.

Are you going to answer any of my questions? No one can assist you without specific details about your setup.

Are you going to make every affected user go through this song and dance?

I have this problem with Apple TV and Xbox (two different devices, the problem is Sonos), using supplied HDMI cables in both cases. My Arc is hooked up using the supplied HDMI cable. We have had an endless array of users across popular TV brands with this problem, again, Sonos being the common element. Sony and LG TVs have been most common which is not surprising considering the Sonos userbase. We are people who are willing to pay a premium for a thing that works right.

It doesn’t matter if Sonos is just “faithfully playing the signal” or whatever. Which is a hypothesis for which no evidence has been presented by the way. Just posters reflexively carrying water. If Apple TV, Xbox, Sony, and LG are affected; it’s Sonos’ problem to fix.

Finally, Sonos support itself has acknowledged the issue on this forum!!!

Ken_Griffiths

It’s only me. That’s why there are more posts on here from a year ago to just a few days ago with the same exact issues and no solutions with about 100 people posting they have the same problem on different TVs and streaming services and streaming boxes. Sonos support reply is they don’t know then just disappear.

Are you going to answer any of my questions? No one can assist you without specific details about your setup.

Are you going to make every affected user go through this song and dance?

I have this problem with Apple TV and Xbox (two different devices, the problem is Sonos), using supplied HDMI cables in both cases. My Arc is hooked up using the supplied HDMI cable. We have had an endless array of users across popular TV brands with this problem, again, Sonos being the common element. Sony and LG TVs have been most common which is not surprising considering the Sonos userbase. We are people who are willing to pay a premium for a thing that works right.

It doesn’t matter if Sonos is just “faithfully playing the signal” or whatever. Which is a hypothesis for which no evidence has been presented by the way. Just posters reflexively carrying water. If Apple TV, Xbox, Sony, and LG are affected; it’s Sonos’ problem to fix.

Finally, Sonos support itself has acknowledged the issue on this forum!!!

Yes, there’s a comment about it here from Staff (see below link). but I get the impression it’s not only a Sonos issue, as it happens with other manufacturers hardware too…

See this link:

https://en.community.sonos.com/troubleshooting-228999/sonos-arc-loud-pop-then-audio-loss-6852340/index12.html?postid=16610040#post16610040

Corry P

Sonos Staff

Hi @Schlagdog

Welcome to the Sonos Community!

The issue that we are aware of does not result in the Arc shutting down - though it is, for some, necessary to reboot it in order to get it playing again after the pop.

If your Arc shuts itself down after making this popping noise (if the white light goes off or starts flashing immediately afterwards), I recommend you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports. Please be sure to emphasize the fact that the Arc shuts down or reboots. I don’t think the issue you are experiencing is related to the known issue if indeed this is the case.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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GuitarSuperstar

Lead Maestro

It’s only me. That’s why there are more posts on here from a year ago to just a few days ago with the same exact issues and no solutions with about 100 people posting they have the same problem on different TVs and streaming services and streaming boxes. Sonos support reply is they don’t know then just disappear.

Are you going to answer any of my questions? No one can assist you without specific details about your setup.

Are you going to make every affected user go through this song and dance?

I have this problem with Apple TV and Xbox (two different devices, the problem is Sonos), using supplied HDMI cables in both cases. My Arc is hooked up using the supplied HDMI cable. We have had an endless array of users across popular TV brands with this problem, again, Sonos being the common element. Sony and LG TVs have been most common which is not surprising considering the Sonos userbase. We are people who are willing to pay a premium for a thing that works right.

It doesn’t matter if Sonos is just “faithfully playing the signal” or whatever. Which is a hypothesis for which no evidence has been presented by the way. Just posters reflexively carrying water. If Apple TV, Xbox, Sony, and LG are affected; it’s Sonos’ problem to fix.

Finally, Sonos support itself has acknowledged the issue on this forum!!!

The “song and dance” just revealed to me that you are using two streaming devices that rely on a Dolby MAT encoder to deliver Dolby Atmos audio. I’m willing to guess that this factor in combination with your TV model is causing the problem. What specific TV model do you own? Is your Apple TV 4K a 1st Gen or 2nd Gen model? Have you ever tested another streaming device that uses Dolby Digital Plus to deliver Dolby Atmos instead of Dolby MAT like an Nvidia Shield, Roku Ultra, or Fire TV Stick? Does the loud pop only happen when playing Atmos content from the Apple TV and Xbox or does it happen when also playing Atmos content from the TV’s native apps?

"Receive with simplicity everything that happens to you." - Rashi

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ProfessorFrag

Enthusiast II

Yes, the issue only happens with Dolby MAT encoders, but across different manufacturers. You know this. We know this. Why are you pretending that this was an insight you gleaned from my comment?

My TV is a Sony 900H. There have been plenty of reports of the same thing happening on LGs. Again, with Apple TVs and Xbox being the source devices.

Do you even use Apple TV or Xbox Atmos? Or are you just somebody who has an unaffected source yet somehow wants to snipe at huge amounts of the Arc user base (think about how popular Xbox and Apple TV are for a second) having a legitimate issue?

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