Contributor I

Sonos Arc loud pop then audio loss

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I was playing on my Xbox when the arc suddenly made an extremely loud pop sound and then lost audio completely. The app wouldn’t let me adjust the volume and Alexa wake up didn’t emit its usual tone. I had to remove the power from the arc and reapply which resumed the audio. I’m concerned that one of the speakers in the arc may have been damaged when this happened. Has anyone had this issue?

We have had no issues with the arc since purchasing it earlier this year.

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Pinned Reply By Corry P

Hi Everyone!

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.

We would also like to thank our community users for their detailed setup information and steps to reproduce the issue, which were helpful to us in uncovering the cause of the bug.

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TheFlamesFan

Enthusiast II

Interesting point actually, not a scientific test but the pop did not occur until I switched to Monoprice cables.

Changing the cables will refresh the CEC settings so it’s possible that this tripped the same issues that we have talked about in this thread

M

Maurizio_4

Contributor I

Same issue as everybody in this thread with an Apple TV 4K. Get in touch with Sonos support this morning, they’ve told me everything is fine with my Arc from the diagnostic. They are aware of the issue but it seems they don’t have a solution at the moment.

Not the best case scenario for Dolby Atmos customers.

O

ohmk

Lyricist I

Brand new customer with LG C3 OLED, ARC, Sub Gen 3 and 2 ERA 300s. Had this happen to me twice last night, sounded like the Arc was going to explode. The status light was flashing on it as well. Sound eventually came back, but I was worried to use it anymore.

I use my Windows 11 PC over HDMI to the TV to play video games - was playing Cyberpunk 2077 with Dolby Atmos turned on and with 4k gfx. Support says they want me to submit diagnositcs after it happens again but I’m like damn...what if it damages the speaker? Hope they would cover it if that’s their advice

A

Abo116

Lyricist III

To be honest, I no longer know whether to laugh or cry. The mere fact that the error has been going on for much longer than the entire Covid19 pandemic…

The error will then be fixed shortly with the release of Arc 2

A

alan1974us

Lyricist III

Has there been any updates I’ve missed, this thread has died lately.

P

ProfessorFrag

Enthusiast II

Has there been any updates I’ve missed, this thread has died lately.

Nothing major. We now have some workaround hacks, each of which work for some users:

Disable CEC and power cycle (works for me).
Disable Dolby Vision (does not work for me).
Disable Trueplay (haven’t tried).
Disable Atmos (works for everyone, bug ugh).
Don’t use Apple TV, Xbox, or PS5 (Lol! Some people actually think that’s a legitimate solution.)

I think as a consequence of these hacks and continued radio silence from Sonos, there’s just not been much to discuss.

A

alan1974us

Lyricist III

Thanks. I have double bug, I have the pop from Atmos and the Sony bug that drops audio completely. At this point, I wish I would have gone with two different solutions.

R

rc12

Lyricist III

Well, I’ve about had it with this. The final straw now was the Sonos decision to discontinue their email support option. I had a dialogue with the technicians there, but on my most recent response, I now get the auto-reply: “This email address is no longer monitored, instead you can reach us by submitting your question via the web at http://support.sonos.com.” Amazing. Thanks, Sonos. Is anyone interested in pursuing a class action. I don’t know how feasible it will be, but I am at least interested in looking into the issue. I really wish it didn’t come to this. If they had demonstrated ANY commitment to addressing the issue or making things right for those of us affected, we wouldn’t be at this point. I’m waiting for them to whitewash this entire thread soon, to be honest.

jgatie

Number of class action suits threatened by Sonos users over the years - Hundreds.

Number of class action suits actually filed - One (and the “class” consisted of exactly one complainant)

Number of class action suits won - Zero

Save your lawyers the time and wait for it to be fixed.

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rc12

Lyricist III

Called Sonos support today and was told that their level 2 team was “closed for new escalations” whatever in the world that means. They couldn’t elaborate and I was told that “maybe they have meetings today.” They also attempted to call the Level 3 team and said they “were not available.” I was told that someone “should” reach out to me. Advised to call back next week if no response.

@jgatie I disagree that it is not worthwhile. Though it might not be successful, the only way that we have seen any attention towards these issues is through more visibility. I think we have very clearly seen that 1000+ posts over three years hasn’t prompted Sonos to care all that much - but the Verge article and others seems to have at least gotten some attention. They have shown that they are only going to response when there is sufficient public pressure and visibility.

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