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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KrylonBlue

Enthusiast II

I’m very happy to hear this. My gaming consoles have since been moved to a non-speaker setup (all headphones) but I do still use my Apple TV and was always concerned about a popping noise.

I wish it didn’t take media coverage to get here but thank you nonetheless!

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Schlagdog

Enthusiast I

So after 2 years this is finally supposedly fixed. I’m getting ready to update and then play some Atmos music off iTunes. If this thing pops and explodes like it always does I’m going to explode also. This atmos problem with some players is seriously embarrassing that it’s been a 2 years problem reported thousands of time. I will post the results good or bad.

I CAN REPORT I HAVE SUCCESSFULLY BEEN ABLE TO LISTEN TO 3 SONGS IN ATMOS WITHOUT THE USUAL EXPLOSION WITHIN 15 SECONDS.

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alan1974us

Lyricist III

I’ve been gaming and playing music for hours straight with Atmos enabled and no pops. Looks good so far! 3080 w/Sony TV.

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KrylonBlue

Enthusiast II

Promising info!

I can now watch movies for the first time with my full setup enabled. Arc + Sub + Era 300

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PipeCL

Trending Lyricist I

I still have the same issues with Atmos, which involve audio loss every 15 minutes (for 1 second). The update didn’t yield results in my case.

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Abo116

Lyricist III

I still have the same issues with Atmos, which involve audio loss every 15 minutes (for 1 second). The update didn’t yield results in my case.

That's not the problem that was fixed here. Your problem is completely different. I had this problem before, but it was due to my television.

The primary problem here is the bang that occurs with Dolby Atmos MAT.

Airgetlam

If that fix didn’t deal with your issue, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Bruce

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Cord

Enthusiast I

I still have the same issues with Atmos, which involve audio loss every 15 minutes (for 1 second). The update didn’t yield results in my case.

Me too on Beam Gen 2 but approx every 19-20 mins for me

Ken_Griffiths

I still have the same issues with Atmos, which involve audio loss every 15 minutes (for 1 second). The update didn’t yield results in my case.

Me too on Beam Gen 2 but approx every 19-20 mins for me

See above - it is best to 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.

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ProfessorFrag

Enthusiast II

I haven’t yet had time to test the software fix, holidays and all. Do we have reports from affected users yet if Arc/Beam2 are fixed now?

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