Contributor I

Sonos Arc loud pop then audio loss

1202 replies
90729 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.

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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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T

TheFlamesFan

Enthusiast II

Yay, great news. Hopefully after almost 3 years of this we can finally put this issue to bed. Kudos to this great community which helped to get some temporary relief of the issue while the true fix was being worked on.

L

LuiG

Enthusiast I

Thank you to everyone at Sonos who worked to get this fix out. Can’t wait to re-enable Atmos on my Xbox and PS5!

B

blunderdome

Enthusiast I

Folks over on Reddit are already reporting getting the new 15.10 update, which includes the fix. I’m cautiously optimistic but would love to hear from anyone else who had the issue consistently if they’ve gotten the new update and what their experience with it has been.

D

DTOB

Lyricist I

Fantastic news! Just in time for Black Friday too. Excited to update and test it out. Hoping to complete my setup with a sub gen 3 tomorrow too. Huge thank you to @tomwarren for raising awareness and helping push this issue

K

kevinomiconomics

Lyricist III

Great to hear this has finally been resolved. Too bad it required media coverage to even get Sonos to acknowledge and work on the issue for what is ostensibly a premium product.

Since I last posted in this thread (and got the bizarre runaround from everyone’s favorite Sonos fan/customer support volunteer) I’ve sold all of my Sonos equipment. I hope everyone has a positive experience going forward worthy of their $$$, but the company isn’t the same No-BS Audio Appliance manufacturer that it used to be.

A

alvareanu

Contributor I

The update hasn’t fixed anything for me

my sound still drops for half a second every 20 seconds or so, sometimes it's better, sometimes it's worse, and same with the popping sound

I also factory reset the whole thing after the update to make sure it’s all fresh

this is my setup:

I'm using a Chromecast with Google TV 4K, and a BenQ TK700 projector

---------------------------------
Sonos Arc: Living Room
Sonos OS: S2
Version: 15.10 (build 76247142)
Hardware Version: 1.27.1.11-2.2
Series ID: A102
IP Address: 192.168.1.227
Audio In: Silence
WM: 1
---------------------------------
Play:1: Living Room (LS)
Sonos OS: S2
Version: 15.10 (build 76247142)
Hardware Version: 1.8.3.7-2.0
Series ID: A101
IP Address: 192.168.1.225
WM: 2
OTP:
---------------------------------
Play:1: Living Room (RS)
Sonos OS: S2
Version: 15.10 (build 76247142)
Hardware Version: 1.8.3.7-2.0
Series ID: A101
IP Address: 192.168.1.97
WM: 2
OTP:
---------------------------------
Sub: Sub
Sonos OS: S2
Version: 15.10 (build 76247142)
Hardware Version: 1.32.1.7-2.1
Series ID: A202
IP Address: 192.168.1.226
WM: 2

B

blunderdome

Enthusiast I

The update hasn’t fixed anything for me

my sound still drops for half a second every 20 seconds or so, sometimes it's better, sometimes it's worse, and same with the popping sound

this is my setup:

I'm using a Chromecast with Google TV 4K, and a BenQ TK700 projector

---------------------------------
Sonos Arc: Living Room
Sonos OS: S2
Version: 15.10 (build 76247142)
Hardware Version: 1.27.1.11-2.2
Series ID: A102
IP Address: 192.168.1.227
Audio In: Silence
WM: 1
---------------------------------
Play:1: Living Room (LS)
Sonos OS: S2
Version: 15.10 (build 76247142)
Hardware Version: 1.8.3.7-2.0
Series ID: A101
IP Address: 192.168.1.225
WM: 2
OTP:
---------------------------------
Play:1: Living Room (RS)
Sonos OS: S2
Version: 15.10 (build 76247142)
Hardware Version: 1.8.3.7-2.0
Series ID: A101
IP Address: 192.168.1.97
WM: 2
OTP:
---------------------------------
Sub: Sub
Sonos OS: S2
Version: 15.10 (build 76247142)
Hardware Version: 1.32.1.7-2.1
Series ID: A202
IP Address: 192.168.1.226
WM: 2

Does the Chromecast 4K support TrueHD? Because if not, I don’t think this fix applies to the issue you’re describing.

Ken_Griffiths

The update hasn’t fixed anything for me

my sound still drops for half a second every 20 seconds or so, sometimes it's better, sometimes it's worse, and same with the popping sound

I also factory reset the whole thing after the update to make sure it’s all fresh

this is my setup:

I'm using a Chromecast with Google TV 4K, and a BenQ TK700 projector

I’m not understanding this post (sorry) …as I read that the current fix is to address a Dolby MAT issue with components like Apple TV 4K, Xbox and PlayStation-5 - whereas your issue sounds like a different problem altogether here.

It almost sounds like a cable or port hardware problem, but I assume you’ve investigated those things already.

I would certainly go onto reproduce the issue and submit a Sonos system diagnostic report from within the Sonos App, note it’s reference and then contact/chat with Sonos Support Staff via this LINK and see what the Staff can perhaps suggest to resolve the matter.

(edit: @blunderdome beat me to it, but I agree, it sounds like a different issue).

A

alvareanu

Contributor I

I would certainly go onto reproduce the issue and submit a Sonos system diagnostic report from within the Sonos App, note it’s reference and then contact/chat with Sonos Support Staff via this LINK and see what the Staff can perhaps suggest to resolve the matter.

(edit: @blunderdome beat me to it, but I agree, it sounds like a different issue).

Thank you for pointing me in the right direction, this is the first time I seek support from Sonos, I didn’t know the Chromecast didn’t support MAT as the behaviour is identical to the issue that everyone else was experiencing. I’m now in contact with someone from Sonos and I hope that I can get this sorted!

Ken_Griffiths

Thank you for pointing me in the right direction, this is the first time I seek support from Sonos, I didn’t know the Chromecast didn’t support MAT as the behaviour is identical to the issue that everyone else was experiencing. I’m now in contact with someone from Sonos and I hope that I can get this sorted.

Maybe see this link too:

https://hometheateracademy.com/google-chromecast-work-with-a-projector/

Particularly note the section that mentions HDCP (high-bandwidth digital content protection) as that could be a potential cause of your issue (perhaps?), which is solvable with an audio extractor/splitter, like the Arcana and similar products, for example. However, I would see what the Sonos Staff can discover first from your report/contact.

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