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samro1094
Contributor I
Dec 8, 2020 7:39 PM UTC

Sonos Arc loud pop then audio loss

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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    TheFlamesFan
    Enthusiast II
    Jun 6, 2022 1:12 AM UTC

    Happened a few times over the weekend still random occurrence but at least all at the same place.  On the Series X, using Dolby Atmos when playing a game, when I exit out of that game and go back to the Home Screen….I get the pop

    Earlier in this thread (or another one on Sonos) it was eluded that perhaps the problem occurs when one audio format ends and another one begins.  This is at least consistent to that theory

    Anybody else get the same behaviour?

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      jamie_shaw
      jamie_shaw
      Enthusiast I
      Jun 6, 2022 2:59 PM UTC

      Whilst I don’t wish to tempt fate, I’ve recently updated to tvOS 15.6 beta after seeing somewhat positive things.

      I did a restart (power off->on) of all devices including the TV, Apple TV and ARC after the install just to be safe; and haven’t had any issues yet. YET. 🤞

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        ProfessorFrag
        Enthusiast II
        Jun 8, 2022 6:22 PM UTC

        Just chiming in that the issue still keeps happening for me too, regularly, on Xbox and Apple TV. Sony 900H TV. 
         

        Nothing has helped. Sonos support is giving me the same run around as the rest of you so I’ve stopped calling. Mission accomplished for them I suppose.

         

        Asking for a recording. Pretending they are not aware of it being a widespread problem. Wanting me to establish if it happens with the Sonos music app (who cares?). Etc. 

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          Joakim B
          Lyricist III
          Jun 8, 2022 10:29 PM UTC

          I only get the popping sound when the Arc is used with Dolby Atmos (Xbox series x and with windows 10 computer) both connected to an LG CX. If i choice stereo, 5.1 or 7.1 no pops with the computer. The problem is with the Arc or the cable that came with the Arc. 

          Sonos, its time to address this issue. 

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            Ken_Griffiths
            Ken_Griffiths
            Jun 9, 2022 10:02 AM UTC

            I only get the popping sound when the Arc is used with Dolby Atmos (Xbox series x and with windows 10 computer) both connected to an LG CX. If i choice stereo, 5.1 or 7.1 no pops with the computer. The problem is with the Arc or the cable that came with the Arc. 

            Sonos, its time to address this issue. 

            Might it be a problem with the Xbox series x or even the codec, as I see these things are mentioned online, even with other brands of soundbar,

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            jenkers
            Lyricist I
            Jun 9, 2022 4:53 PM UTC

            hey im new to this thread. Sort of nice to know other people have this issue and it isnt isolated to me. i own a series x, series s, apple tv, lg c9 with arc sub and ones connected. Have not had any issues with the apple tv but only the series x. Im not bothering with support as it seems sonos doesnt even know whats going on at this point. Only thing i am concerned with is speaker damage. Has anyone else noticed any damage to the arc or other accessories?

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            jamie_shaw
            jamie_shaw
            Enthusiast I
            Jun 9, 2022 6:42 PM UTC

            I spoke too soon.  Had it occur during Kenobi last night.

            Womp womp.

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            brian5or6
            Contributor I
            Jun 11, 2022 11:54 PM UTC

            I’ve been getting the loud pop daily for the last two weeks. All with the XBOX Series X. I want a new ARC this is BS

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            Dep9000
            Lyricist I
            Jun 12, 2022 12:15 AM UTC

            Just had it happen to me twice on series x. Wtf sonos. Guess I need to submit a report but I might just return the arc and sub. Spent $1600 for this and do not expect these types of issues. 

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            Keithmac
            Virtuoso
            Jun 12, 2022 12:59 PM UTC

            It does seem like they rushed the ARC to market, this along with all the drop out issues with 14.6 doesn't bode well for new customers.

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