Contributor I

Sonos Arc loud pop then audio loss

1202 replies
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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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Bjmort

Avid Contributor I

Now ever since the pop has happened I have a massive audio delay on my Apple TV with atmos.

this is awful all of a sudden my arc is stuffed

Y

yusuflimz

Lyricist III

Now ever since the pop has happened I have a massive audio delay on my Apple TV with atmos.

this is awful all of a sudden my arc is stuffed

Wish we had some good news for you chief. Sadly Sonos do not give a **** about fixing this. Now now, not for the past 3 years.

S

sopcannon

Lyricist II

So far I haven’t had any pops lately, I cant remember what I was doing when I had it pop.

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Bjmort

Avid Contributor I

Now ever since the pop has happened I have a massive audio delay on my Apple TV with atmos.

this is awful all of a sudden my arc is stuffed

Wish we had some good news for you chief. Sadly Sonos do not give a **** about fixing this. Now now, not for the past 3 years.

So everything was perfectly in sync before I got the first pop today.

so are you saying that it will just never be back in sync now?

Y

yusuflimz

Lyricist III

Now ever since the pop has happened I have a massive audio delay on my Apple TV with atmos.

this is awful all of a sudden my arc is stuffed

Wish we had some good news for you chief. Sadly Sonos do not give a **** about fixing this. Now now, not for the past 3 years.

So everything was perfectly in sync before I got the first pop today.

so are you saying that it will just never be back in sync now?

First time I’ve come across a desync issue after a pop. Does the desync go away if you disable Atmos?

D

Darkii89

Lyricist III

Now ever since the pop has happened I have a massive audio delay on my Apple TV with atmos.

this is awful all of a sudden my arc is stuffed

Wish we had some good news for you chief. Sadly Sonos do not give a **** about fixing this. Now now, not for the past 3 years.

So everything was perfectly in sync before I got the first pop today.

so are you saying that it will just never be back in sync now?

Did you power cycle all devices? If not, try it

B

Bjmort

Avid Contributor I

Now ever since the pop has happened I have a massive audio delay on my Apple TV with atmos.

this is awful all of a sudden my arc is stuffed

Wish we had some good news for you chief. Sadly Sonos do not give a **** about fixing this. Now now, not for the past 3 years.

So everything was perfectly in sync before I got the first pop today.

so are you saying that it will just never be back in sync now?

First time I’ve come across a desync issue after a pop. Does the desync go away if you disable Atmos?

Yup goes away if atmos is disabled.

this is using my Apple TV

B

Bjmort

Avid Contributor I

It also goes away if earc is disabled so the atmos MAT is converted atmos DD+

B

Bjmort

Avid Contributor I

So an update. Had to completely factory reset the Apple TV to fix the lip sync issue.

so it’s back to the way it was. Wondering if it was just a coincidence both things happened at once.

After a power cycle the atmos is now working on the ps5 with no pops. Might just power the arc on and off regularly and see if that helps.

as I said was playing all week with atmos on Jedi survivor with zero issues.

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Paul Tsang

Enthusiast II

I have owned my arc since release and never had an issue. I use my Apple TV every day with Dolby atmos. Never had a pop. Noticed the other day that Atmos was now available on ps5 so enabled it.

played Jedi survivor for a whole week with no issues.

soon as I started playing Spider-Man 2 tonight I get a huge pop and no audio. Have to change inputs to get audio back. Play for 45 seconds huge loud pop and no audio.

tv is a Sony A80J.

Spider-Man 2 is running at 120hz with HDR and VRR.

there you go ! As I always say when you play games on 120hz with VRR on the POP happens . You probably didn’t play any games on VRR with 120hz before therefore you never experienced it

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