Contributor I

Sonos Arc loud pop then audio loss

Forum|Forum|5 years ago
December 8, 2020
1202 replies
90682 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

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Harvey1000

Lyricist I

I’m having exactly the same issue with my Arc+Sub(3)+2OneSLs, connected to a 2020 Samsung TV through 2.1HDMI with eARC. Will randomly produce a loud pop and then lose all audio from the Xbox Series X.

I have produced a diagnostics: 220748993.

Ken_Griffiths

I’m having exactly the same issue with my Arc+Sub(3)+2OneSLs, connected to a 2020 Samsung TV through 2.1HDMI with eARC. Will randomly produce a loud pop and then lose all audio from the Xbox Series X.

I have produced a diagnostics: 220748993.

As stated above, to get any feedback on your diagnostic report submission you are perhaps best to contact/chat with Sonos Support Staff via this LINK.

A

ADDs86

Lyricist II

This also just happened to me aswell very loud bang then loss of audio on xbox series x only.

I sent a diagnostic 1551340322

Airgetlam

I would certainly recommend that you use the link provided by Ken to contact Sonos directly.

Bruce

T

Tall Paul

Lyricist III

Hi. Glad I’ve just seen this. Xbox Series X and Sonos ARC, very loud pop as if a speaker had blown. Diagnosis report 444345874

L

Loz560

Lyricist I

Same issue: (diag:1831142006)

loud popping during movie

Netflix → FireStick4K → Sony → Sonos Arc

XBR65X950G

Sony Bravia 4K UR2 ver 9

D

DC92

Trending Lyricist I

Hi. Glad I’ve just seen this. Xbox Series X and Sonos ARC, very loud pop as if a speaker had blown. Diagnosis report 444345874

Same issue for me, did you hear if there’s any damage?

T

Tall Paul

Lyricist III

Hi. Glad I’ve just seen this. Xbox Series X and Sonos ARC, very loud pop as if a speaker had blown. Diagnosis report 444345874

Same issue for me, did you hear if there’s any damage?

Hi. Think I’ve just seen your post on Reddit. Haven’t had a response yet so need to follow up but have a feeling something just seems off, was so odd as nothing was running to make it pop so loud.

D

DC92

Trending Lyricist I

Hi. Glad I’ve just seen this. Xbox Series X and Sonos ARC, very loud pop as if a speaker had blown. Diagnosis report 444345874

Same issue for me, did you hear if there’s any damage?

Hi. Think I’ve just seen your post on Reddit. Haven’t had a response yet so need to follow up but have a feeling something just seems off, was so odd as nothing was running to make it pop so loud.

Yeah I posted on Reddit too, I’m 90% sure there’s an issue. I’ve been through all the troubleshooting with Sonos and they’ve escalated it to an engineer who’ll get back to me in 24 hours.

The sound is just less “full” and it feels lacking whereas before it was amazing. I’ll let you know what the outcome is. I know speakers sometimes make a popping noise when they disconnect etc but it was wayyy louder than I had my TV or anything I’d normally hear. I’m assuming something is damaged.

T

Tall Paul

Lyricist III

Hi. Glad I’ve just seen this. Xbox Series X and Sonos ARC, very loud pop as if a speaker had blown. Diagnosis report 444345874

Same issue for me, did you hear if there’s any damage?

Hi. Think I’ve just seen your post on Reddit. Haven’t had a response yet so need to follow up but have a feeling something just seems off, was so odd as nothing was running to make it pop so loud.

Yeah I posted on Reddit too, I’m 90% sure there’s an issue. I’ve been through all the troubleshooting with Sonos and they’ve escalated it to an engineer who’ll get back to me in 24 hours.

The sound is just less “full” and it feels lacking whereas before it was amazing. I’ll let you know what the outcome is. I know speakers sometimes make a popping noise when they disconnect etc but it was wayyy louder than I had my TV or anything I’d normally hear. I’m assuming something is damaged.

Cheers for the update in that, will call them tomorrow myself to see outcome from the report, as you say, seems less full, it was definitely the Xbox that caused the issue just can’t see how or why.

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