Contributor I

Sonos Arc loud pop then audio loss

Forum|Forum|5 years ago
December 8, 2020
1202 replies
90688 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

T

TheFlamesFan

Enthusiast II

There is, devices that use the Dolby MAT container for Atmos (Xbox, Apple TV and now Roku). There was some debate before as to whether the TV passing through the MAT signal was doing it properly and since I’ve had failure with two different TVs now. I’m more confident it has nothing to do with the TV passing through the signal but the signal itself

Same model of TV? Same brand, different models?

Different models

Sony x900H to start, LG C1 now

Seattle_JC

Contributor I

I experienced this same issue last night.

Loud “POP” and sudden loss of sound from Arc. Sub and rear speakers functioned normally.

After unplugging the power, and replugging, the Arc function normally again.

Was watching Netflix on the Xbox Series X with Dolby Atmos. Arc + Sub + SR + SL.

Diagnostic reference number #67513007.

This seems to be a disturbingly common problem with this configuration.

This nightmare is reoccurring. It has happened several times since my previous post and has again this morning while watching The Westside Story on Disney+ via the XBox Series X (reference #1102089801). It scared the sh*t out of my wife.

The original post is from a year ago, is there any resolution in sight? Most disappointing.

J

jpmarcum

Contributor I

Hi - same issue here while watching TV, not playing games. Diagnostic number 990074139. Has been happening for a couple of months and has happened several times tonight while watching CODA on AppleTV. Thanks! Paul

F

FastAttack

Lyricist I

Add another one to annoying popping noise on the arc.

Using a lg c1. It also happened on my Sony xbr940e.

J

jganske

Lyricist I

Same issue here. Apple TV 4K and Sony X90CH. 2 calls to Sonos support and 1 to Apple with no resolution. Guess it’s disabling atmos content for now…

jamie_shaw

Enthusiast I

For those with Apple TV — humour me, what are your video settings? Format, frame rate, auto HDR, auto frame rate…

L

lostwelshman

Contributor I

I am having the same issue with the Sonos arc when used with Xbox series X. This is the second time this has happened so is there a fix yet?

Sent diagnostic 1364356135

Ken_Griffiths

I am having the same issue with the Sonos arc when used with Xbox series X. This is the second time this has happened so is there a fix yet?

Sent diagnostic 1364356135

The XBox does seem to be particularly prone to the "popping" issue (and it’s not always Sonos related). See below links. So it might be something that Microsoft, or Dolby, need to fix (perhaps?)

L

lostwelshman

Contributor I

I am having the same issue with the Sonos arc when used with Xbox series X. This is the second time this has happened so is there a fix yet?

Sent diagnostic 1364356135

The XBox does seem to be particularly prone to the "popping" issue (and it’s not always Sonos related). See below links. So it might be something that Microsoft, or Dolby, need to fix (perhaps?)

Thanks Ken,

I’ve had a quick look through some of those links you provided but the scenarios don’t quite match up. The loud pop noise happens randomly but the Xbox remains on screen but no sound comes out. I then turn off and on the Xbox and the sound it there again. Very weird but the pop noise is very loud, almost like a speaker blew or something if that makes sense.

thanks for sending on the links so quickly though, it’s really appreciated.

Obi-Wan Aloni

Trending Lyricist I

Happened 3 times in about two weeks. Scares the sh#$ out of my dog and sounds like its damaging the speaker.

On Xbox Series X and LG 65'CX while watching tv on an AAC 6.0 media.

Diagnostic number 650768644.

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