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samro1094
Contributor I
December 8, 2020

Sonos Arc loud pop then audio loss

  • December 8, 2020
  • 1202 replies
  • 90685 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.

     

    1202 replies

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    Ken_Griffiths
    Ken_Griffiths
    December 30, 2021

    Hi All

     

    Unfortunately I’m also experiecing this exact same problem and it appears to be getting more frequent.

    • Arc + 2x One SLs
    • Sony A80J
    • Xbox One Series X
    • Using HDMI cable the Arc came with.

     

    First time it happened whilst playing MS Flight Simulator and it was so loud I jumped out of my seat. Then it didn’t happen again for a few weeks, then I found this thread and tried a few things suggested like disabling Dolby Atmos, Auto HDR, but it didn’t make any difference. Also I want Dolby Atmos as thats why I bought the Arc.

    Now it pops loudly without fail when playing other games too such as Forza Horizon 5. I have to power cycle to get it back (although i can select music through the app and this plays without need for cycle). So far it doesn’t appear to have degraded the sound but I am worried its only a matter of time.

    I have submitted 3 diagnostic reports right after it has happened today - 1286287503, 664679292 & 1164353300.

    Can someone please advise what I can do? I don’t see any acknowledgement of the issue from Sonos unless I missed it?

     

    Kind regards

     

    Chris

     

    Chris,

    Its usually best to contact Sonos Support direct with these type of issues.. you should be able to chat with a representative via this LINK to discuss the issue and perhaps see what they suggest.

    Hope you can get it sorted.👍

      mrchris76
      Lyricist III
      December 30, 2021

      Thanks I will do that.

       

      Also worth adding, I have not had this issue as yet with the Apple TV 4K playing Atmos content (unlike some others on here). I did have a few issues with cables on that device and ended up buying the recommended Belkin Ultra High Speed HDMI cable which solved all my issues on that front. I will try using that cable with the Xbox perhaps something going on there. Although would have expected the Xbox Series X bundle cable to be adequate but who knows worth a try.

       

      Chris

        jamie_shaw
        jamie_shaw
        Enthusiast I
        December 30, 2021

        Not using the Sonos provided cable here – one of three pack of 48Gbps 8K Cable Matters HDMI leads.

        Has been fine for the most part of a year, until mid-October.

        Seems a majority of us are using Sony Bravia, and the X900H series. The Android 11 firmware was released not long before this October time frame… 🤔 

          jamie_shaw
          jamie_shaw
          Enthusiast I
          December 30, 2021

          I still stand by my Dolby MAT theory – it’s the only consistent point between Apple TV and Xbox Series X. 

            kevinomiconomics
            Lyricist III
            December 31, 2021

            Forgot to mention this, but yes I was watching content through my Apple TV 4K. 

            Schwibs
            Lyricist I
            January 2, 2022

            Same issue for me as well.  Loud pop, then no audio until disconnecting and reconnecting. 
             

            Xbox Series X

            Sony 900h

            Sonos Arc

            sonos 1s used for surrounds continue to play audio even though the arc does not.  Those do not pop either.

            mrchris76
            Lyricist III
            January 2, 2022

            Hi All, Happy New Year.

             

            Quick update, so changing out the cable between Xbox Series X and Sony A80J had no effect, still pops. It was worth a try!

             

            I have now also contacted support to report the issue and I was told that the senior engineers are aware and working on an update currently in Beta so hopefully something comes out soon to address.

             

            Hopefully everyone else on this thread has logged it with support :) Thankfully its really easy.

             

            Chris

             

            MartinStartin
            Lyricist I
            January 2, 2022

            Xbox series X

            arc

            sub gen 3

            One SL x 2

             

            Playing my Xbox series one x - loud bang from sub, lost sound output -

            reset and is now working 

            Diagnostic submitted: 94361675

            please advise 

             

            MartinStartin
            Lyricist I
            January 3, 2022

            As above 

             

            this just happened again  -

            Loud bang - this time all audio was lost for 5 minutes after rebooting - 

             

            LG tv 55 inch - 2019 

            No response from Sonos yet

             

            another diagnostic report submitted

            2047236300

             

            Sonos please Advise

             

            thanks

             

             

             

             

            Ken_Griffiths
            Ken_Griffiths
            January 3, 2022

            As above 

             

            this just happened again  -

            Loud bang - this time all audio was lost for 5 minutes after rebooting - 

             

            LG tv 55 inch - 2019 

            No response from Sonos yet

             

            another diagnostic report submitted

            2047236300

             

            Sonos please Advise

             

            thanks

             

            Hi @MartinStartin…

            You perhaps need to contact Sonos Support direct, as the Staff may not pick up everything here in the user community. Here is the LINK to contact/chat with them online. Hope you get the issue resolved soon.👍

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