Contributor I

Sonos Arc loud pop then audio loss

1202 replies
90730 views

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.

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

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.

View in thread

Show previous replies

J

Joakim B

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.

Just sell all of your Sonos speakers. They don´t care.

J

Joakim B

Lyricist III

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.

Sell your speakers and write in all forums you can, that they don´t care.

J

Joakim B

Lyricist III

To be crystal clear the first post in this thread is 2 years old. Live with it or sell your Sonos speakers. They don´t care and can not fix it. I have sold my speakers to a person that only uses his phone to control them.

J

Joakim B

Lyricist III

Shame on you Sonos

J

Joakim B

Lyricist III

We did have a user many pages back that was affected and had a TV that used Dolby MAT for output. No Xbox or Apple TV had ever been hooked up.

Just give up ProfessorFrag Sonos don´t care. You care but they are not.

D

Darkii89

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.

i wonder what happened with tom warren set, did they fixed it for him, tried to ask him in twitter but he didn't respond

its shame that sonos don't have anything to say about this issue, no ETA for fix

jgatie

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.

No judge is going to allow a class action suit to go forward simply to bring attention to what is basically a consumer dispute.

J

Joakim B

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.

i wonder what happened with tom warren set, did they fixed it for him, tried to ask him in twitter but he didn't respond

its shame that sonos don't have anything to say about this issue, no ETA for fix

2 years from the first post. They will not fix it. Sell it or return the speakers if you can.

P

ProfessorFrag

Enthusiast II

i wonder what happened with tom warren set, did they fixed it for him, tried to ask him in twitter but he didn't respond

its shame that sonos don't have anything to say about this issue, no ETA for fix

If I understand it correctly, @tomwarren disabled eARC (thereby dropping from Dolby MAT to DD+ Almos) to avoid the issue. I think his attention shifted to other topics once he was no longer affected.

Or you can hop on the conspiracy crazy-train and speculate that Sonos let Chris Welch etc know that they will lose their preferred access to Sonos execs and upcoming products if they keep on this issue. :)

Ken_Griffiths

@Joakim B
I’m not so sure there is that much of a difference between Atmos (compressed/uncompressed) audio, compared to either Dolby Digital Plus 5.1 (compressed) or McPCM 5.1 (uncompressed) surround sound audio to warrant going out and selling the Sonos HT devices. I admit I’ve not got the popping issue, but if I had, I would certainly prefer to just switch off Atmos and shift the height audio to other channels, rather than sell up. I’m personally quite okay with 5.1 surround audio, to the extent I would not personally sell.

That’s otherwise perhaps a case of "cutting off your nose to spite your face" if you’re seriously considering selling all as a viable option.

Your loss in that situation, would just be someone else’s gain IMHO, as they may not experience the issue with their TV setup, particularly if they are not using the LPCM codec, which seems to be a key component in many of the reported cases in this thread.

I would just wait and see if there is a fix …and just enjoy the 5.1 surround sound in the meantime.

Show more replies

Sign up

Login to the community