Contributor I

Sonos Arc loud pop then audio loss

Forum|Forum|5 years ago
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.

Show previous replies

F

forrestburke

Contributor I

Same thing here. I experienced it last night for the first time and then again just now. Last night it was while turning on Ted lasso on the Apple TV+ app and now on Disney +.

I am using: a

Samsung KS8000

Apple TV 4K

Sonos Arc

2x Sonos Ones

Gen 3 Sub

I also experienced the loud loud pops then only audio from the surround speakers continuing to play.

Diagnostic report 1030162427

jamie_shaw

Enthusiast I

X900H (XH92)

Apple TV 4K (2nd Gen)

Arc

2x One Surrounds

Sub (Gen 2)

Seems like most of us here experiencing the issue are using surrounds; just checking for consistencies, has anyone experienced without rears?

S

SuBBs

Lyricist I

Had the same thing happen to me a few days ago. Once when watching a movie from iTunes and once from Disney+. Both were outputting Dolby Atmos at the time.

My setup:

Sony X900H

Apple TV 4K (2nd Gen)

Arc

Sub (Gen 3)

G

gson

Contributor I

I just had the same issue occur, which brought me to this thread. I have an Arc, sub gen 3, and Play:1s for surrounds. I’ve had the Arc for three months and the sub for two weeks. First time this has happened.

I submitted diagnostic report number 726247310.

jamie_shaw

Enthusiast I

I just had the same issue occur, which brought me to this thread. I have an Arc, sub gen 3, and Play:1s for surrounds. I’ve had the Arc for three months and the sub for two weeks. First time this has happened.

I submitted diagnostic report number 726247310.

Apple TV or Xbox Series X?

G

gson

Contributor I

I am using a Roku Ultra, the 2020 version, with Dolby Atmos.

jamie_shaw

Enthusiast I

I am using a Roku Ultra, the 2020 version, with Dolby Atmos.

Interesting. First I've heard of Roku having issues, I haven't scrolled all the way back through this thread.

Out of curiosity, when you receive Atmos audio through from the Roku, what format/codec is it in – listed as “Audio in” under the Arc in “About my System”. Should be “Dolby Atmos (TrueHD)”, “Dolby Atmos (DD+)”, or just “Dolby Atmos”.

K

kmp115

Lyricist I

Hi,

I have the same loud pop issue with Arc, Sub, AMP (for surround speakers), Sony TV X91J and Apple 4K (2nd Gen). The loud pop only happens in Atmos mode. If I set Apple TV to change format to Dolby 5.1 then the loud pop doesn’t happen. I’m wondering if anyone has heard from Sonos regarding solutions or possible ETA for fix.

jamie_shaw

Enthusiast I

Hi,

I have the same loud pop issue with Arc, Sub, AMP (for surround speakers), Sony TV X91J and Apple 4K (2nd Gen). The loud pop only happens in Atmos mode. If I set Apple TV to change format to Dolby 5.1 then the loud pop doesn’t happen. I’m wondering if anyone has heard from Sonos regarding solutions or possible ETA for fix.

Not sure if it was this thread or another but someone mentioned that a fix was in the current beta builds, apparently.

Not sure if Sonos have confirmed the issue at all, but it’s clearly becoming more widespread. 😕

G

gson

Contributor I

Out of curiosity, when you receive Atmos audio through from the Roku, what format/codec is it in – listed as “Audio in” under the Arc in “About my System”. Should be “Dolby Atmos (TrueHD)”, “Dolby Atmos (DD+)”, or just “Dolby Atmos”.

Audio In for the Arc just shows “Dolby Atmos”.

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