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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A

Ayocapo

Lyricist I

Bought my ARC when it first came out (so Im out of warranty), have been having this issue for a while now, across two different TV set ups. Shame on Sonos for not having a proper fix for this yet.

A

Ayocapo

Lyricist I

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.

I know at least one class action that was settled by Sonos. It was very recent.

Airgetlam

Details, please?

Bruce

B

Bjmort

Avid Contributor I

So interesting situation tonight.

Was using my ps5. Pop happened, arc cut out but the surrounds kept playing.

Power cycled the arc and then was fine again.

Odd.

controlav

Lead Maestro

Details, please?

$700 or so for a privacy issue with the microphones in Sonos devices. Despite being done by a large class-action legal company, it a confidential settlement, though a few posted it on reddit ths last week.

Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.

P

Pengt

Contributor I

Are posts being removed? It would be nice to know why. Is it because of a NDA-issue regarding a beta (and possible fix for this issue) or is it because the post about a beta that fixed the issue was not true?

Mark W.

Sonos Employee

Hi all,

We've seen the need to remove some posts from this topic as they're breaking the Beta NDA, which we take very seriously. With that said, yes, there is progress on a fix for the Arc popping that some users have experienced, so we kindly ask you to continue to be patient while we’re working to give you a better experience.
We will of course let you know if there is any news around this topic that can be shared.
Thank you for respecting our terms and conditions for participating in both this forum and our Sonos Beta program.

T

tomwarren

Enthusiast I

Hi all,

We've seen the need to remove some posts from this topic as they're breaking the Beta NDA, which we take very seriously. With that said, yes, there is progress on a fix for the Arc popping that some users have experienced, so we kindly ask you to continue to be patient while we’re working to give you a better experience.
We will of course let you know if there is any news around this topic that can be shared.
Thank you for respecting our terms and conditions for participating in both this forum and our Sonos Beta program.

I appreciate the posts might technically break the beta NDA that Sonos enforces on people, but this is an ideal time to be a little more transparent here after years of silence. Folks have been waiting 3 years for a fix on this issue, for hardware they’ve spent thousands of dollars on. The fix isn’t to provide a “better experience” it’s to provide the Dolby Atmos experience that Sonos customers thought they were getting when they purchased a Dolby Atmos soundbar.

B

blunderdome

Enthusiast I

Hi all,

We've seen the need to remove some posts from this topic as they're breaking the Beta NDA, which we take very seriously. With that said, yes, there is progress on a fix for the Arc popping that some users have experienced, so we kindly ask you to continue to be patient while we’re working to give you a better experience.
We will of course let you know if there is any news around this topic that can be shared.
Thank you for respecting our terms and conditions for participating in both this forum and our Sonos Beta program.

I appreciate the posts might technically break the beta NDA that Sonos enforces on people, but this is an ideal time to be a little more transparent here after years of silence. Folks have been waiting 3 years for a fix on this issue, for hardware they’ve spent thousands of dollars on. The fix isn’t to provide a “better experience” it’s to provide the Dolby Atmos experience that Sonos customers thought they were getting when they purchased a Dolby Atmos soundbar.

Well put. The call for patience while they “work to give us a better experience” is extremely grating language. You guys sat on this for three years and then magically started making progress after a bunch of articles dropped calling attention to the fact that many of your customers aren’t getting the base experience that they paid for.

W

whippleshuffle

Lyricist III

I don’t understand the point of NDA’ing a bug fix test, especially as the public know it exists and is happening. What’s the worst case, it doesn’t work and you’ll get bad press? That’s going to happen anyway if the fix doesn’t work… Maybe there’s some kind of proprietary info protection rolled into the same NDA, fine, but you can separate those topics in your restrictions.

I’d strongly recommend for increasing transparency and communication in a crisis than shutting it down, deleting info, and gagging people trying to help you. There are no upsides, only downsides.

Sincerely, 20-year CM/PR vet.

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