Sonos Arc loud pop then audio loss

Hi there @samro1094, Thanks for reaching out, and welcome to the community. Sorry about this issue on your Sonos system, So that we can check the status of your whole Sonos system, I’ll ask you to submit a diagnostic report for us to investigate further what could be causing this issue on the loud pop sound on your Sonos Arc. You may reply to the thread with the confirmation number to assist you with this issue. 

Let us know how it goes and we're here to answer any further questions you have.

Hi Simon, 

my diagnostic report reference is 954465062

thank you

Hi @samro1094, thanks for the update and for sending a diagnostic report of your Sonos system, upon checking the diagnostic report. We can’t detect any issues with the Sonos Arc. but we’ll take this further, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps. They may ask for video proof when the loud pop sound is happening so that they can provide additional options to resolve this issue if any of the 8 woofers are broken.

Let us know how it goes and we're here to answer any further questions you have.

Hi,

I have experienced the exact same issue as described by the original poster while using my xbox series X

To clarify there was one loud pop prior to the audio loss.

Diagnostics submitted, 496314429.

I am concerned that the ARC may have been damaged.

Kind Regards,

Simon

Hi @Derry Brewer, Thanks for reaching out, and welcome to the community. and thanks for sending a diagnostic report of your Sonos system, Sorry to hear that you have the same issue on your Sonos Arc, upon checking, I can’t see any issues on the Sonos Arc on your system. but since this is a sound quality issue. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.  They may require additional steps and ask for video proof when the issue is happening and give further options about this issue. 

Let us know how it goes and we're here to answer any further questions you have.

Hi,

Must admit a bit disappointed with this response. I don’t consider a loud electrical bang followed by complete audio loss a sound quality issue. I consider it a product failure.

just had the problem happen again.

In addition as an intermittent problem I am not sure how I am expected to film a one off failure event when I don’t know when it will happen and it happens over the course of a second. To clarify after the bang the unit is silent until power cycled.

Tried ringing support, on hold for ages, no reply so rang John lewis as I was within return period and have exchanged for a new unit. Not sure if this will help but clear Sonos themselves are not interested just like the audio drop out issue. 

Really disappointed with Sonos when it comes to the ARC as there are clearly issues that they are refusing to acknowledge as systemic faults with the product. The xbox issue and drop outs have numerous posts so clearly not an isolated problem. 
I will be contacting the review sites to make them aware of this new issue in addition to the audio drop out.

I still suspect a hardware issue that will/has been fixed with new units while they hope existing owners suffer or wait until out of exchange periods.

Hello,

Just experienced this exact issue on my Arc while streaming from an external device. Loud startling pop, audio cuts out. After disconnecting power and reconnecting, audio did come back.

My unit is less than 2 weeks old, so I can say the hardware does not appear to be updated. I’m definitely concerned about this issue coming up again as it did for @Derry Brewer  and the damage it could cause to the sound bar and audio quality.

I concur with the previous post, this is extremely disappointing. After spending $1500 on the arc + sub, I should not have to be waiting with concern for this issue to happen again. This is my first Sonos product, so I can’t speak for other ones, but I’m not impressed and can’t see getting another Sonos product after this type of failure. 

Hi @Logan G, Thanks for reaching out, and welcome to the community. Sorry to know that you have the same issue with @Derry Brewer. So that we can check if we can see anything wrong with your Sonos system, please submit a diagnostic and respond with the confirmation number. This way we can identify the cause of this issue and provide feedback. If we can’t detect the issue, then we’ll take it further. 

Please, feel free to let me know if you require any further information. We’re always here to help

I also had the same issue occur just now. Upon starting the Xbox Series X, there was a very loud pop sound and then no audio would come from the Arc. I switched inputs to my cable box and the sound was now coming through the Arc. When I switched back to the Xbox, the sound worked again.

I submitted a diagnostics report to make sure there was no damage to the speakers: 43849977

For reference. I’m using the Arc via eARC output from my LG CX 55” TV with the Sonos supplied HDMI cable. Likewise my Xbox is connected via the Microsoft supplied HDMI cable.

To get feedback on your diagnostic report submission you are perhaps best to contact/chat with Sonos Support Staff via this LINK.