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.
Hi there
Let us know how it goes and we're here to answer any further questions you have.
I have the same issue. We have been using our brand new Sonos arc and sub woofer for about 6 weeks. It was installed professionally by Best Buy’s geek squad. We watch movies once a week and listen to Apple Music. During the last week when watching a movie we hear a loud pop and the sound goes out. I ran a diagnosis report today and sent it to Sonos to investigate the source of the problem. We were so looking forward to using this system for a family for Thanksgiving. I sure hope this can get resolved as this is very disappointing.
This just happened to me and it was scary!
can anyone help?
Nope, Sonos dont care at all. You are on your own.
900H owner here. Apple TV is on HDMI 2, Xbox on HDMI 4 (in VRR mode for the HDMI port so no DV).
Arc pops with both.
Hi
If you are able to produce the sound at will, then I direct you to my earlier post:
Hi Everyone
If any of you are able to reproduce one of these “popping” events more or less at will, please help us by getting in touch with our technical support team, as we’re looking for more information on this matter. It does seem to occur most often - but is definitely not limited to - when an audio stream starts/stops or changes from one to another or , e.g. going from a playing movie to a menu, rather than when something is playing uninterrupted. We need some additional testers to assist us in getting a direct recording of the feed from an affected unit, as it happens.
This is somewhat outside of our normal case handling procedures, so if/when you have a support case, please reference this thread to the agent you speak to, and ask the agent to message me, Corry P, the case details so I can get you in touch with an engineer directly.
Thank you.
I can try going back to old settings and see if the pop is reproduced, but I want assurance first that if my Sonos Arc gets bricked, I would get a replacement. I'm from India.
no not the same i had a loud bang. yours looks like something else
Actually, I believe it’s the same issue. It’s not uncommon for something like this to display different variations of noises. I heard the same thing as this video showed from mine when Atmos activated once I booted up Forza Horizon 5.
Presumably Sonos already knows if this is an all Arcs or some Arcs bug. But if they don’t, a more conservative start would be to send a new loaner to one, or maybe a few, users and see if it misbehaves.
It is not a presumption. They are aware. Every post on this thread, (which is now over two years old) that features someone like yourself who has contacted the Sonos support team, and the now standard answer of “turn off Dolby Atmos” the very feature you paid over $1000 for, turn it off and that will solve the problem.
All tech companies be they hardware or software are aware of issues. Especially after it’s been over two years.
There is no doubt on this.
You know, I can’t help but think that if it’s a known issue, ethically, Sonos should put a warning on the product page. Or maybe mention the malfunction in an FAQ.
Right now we keep having new customers that have to go through all these steps to figure out what’s even going wrong.
Quick update, I got the replacement Beam on Friday and so far so good. No pops at all as of yet.
To add to that. Under video modes I have selected:
allow 50hz
allow 24hz
allow auto low latency mode
allow variable refresh rate
allow ycc 4:2:2
allow 4k
allow hdr 10
If you're experiencing a loud pop followed by audio loss on your Sonos Arc soundbar, it could be due to a few different factors. Here are some troubleshooting steps you can try:
1. Ensure the Sonos Arc is properly connected: Check that all cables are securely plugged into their respective ports, both on the soundbar and the TV or audio source.
2. Check the audio source: Verify that the audio source (TV, streaming device, etc.) is set to output audio to the Sonos Arc. Check the audio settings on your device and ensure it is correctly configured to send audio to the soundbar.
3. Restart the Sonos system: Power off the Sonos Arc and any other Sonos components you have, including the Sonos app. Wait a few seconds, then power them back on. This can help resolve temporary software or connectivity issues.
4. Update Sonos software: Ensure that your Sonos system is running the latest software version. Open the Sonos app on your mobile device or computer, go to Settings, and check for any available updates.
5. Reset the Sonos Arc: If the issue persists, you can try performing a factory reset on the Sonos Arc. Keep in mind that this will erase any custom settings or configurations you have made on the soundbar.
6. Contact Sonos support: If none of the above steps resolve the issue, it's recommended to reach out to Sonos customer support for further assistance. They can provide specific troubleshooting guidance or determine if there may be a hardware issue with your Sonos Arc that needs to be addressed.
Remember to consult the Sonos user manual or support resources for detailed instructions specific to your model and setup.
Regards;
David Johson.
Man really? Are you a bot? Have you actually read this thread? Do you really think this post added any value to this conversation at all?
I feel it added as much value to my life as an ingrown toenail.
Sonos just say something, Please!
I have submitted the diagnostics from the app as suggested, thanks for that.
The only disappointing thing is I can't contact thier support within 9-17pm Monday to Friday. The chat bot assistant isn't any help and there's no ticket system. I debating selling my Sonos system and buying the Sony. Really not impressed. It's now happening more frequently.
At my wits end. Went the RMA route with my arc because they thought the hardware was faulty. No problems for literally 3 weeks. Today the loud pop returned in the same spot it normally does in the Series X (randomly when returning to the Home Screen after playing a Dolby atmos game)
Two ARCs, Three Different HDMI cables, two different devices where it happens (Series X, ATV 4K) two different TVs. (Sony x900h, LG C1). Same problem, 100% confident it’s software so can’t understand why the problem can’t be replicated and solved
Will phone Sonos again on Monday, diagnostic 1981635273 if anybody from Sonos cares
But honestly, how long should we wait now? The problem has existed for several years now and what does sonos expect? We were never really able to use Dolby Atmos and most of them bought the device for exactly that reason.
Hi, I have had the same issue occurred twice now. Xbox Series X and an Arc. very loud pop then no sound. Connected to LG CX TV with eARC back to the arc. Cables not loose.
Report #1731740023
So I ran into the issue twice more over the weekend (one from ATV and one from Xbox) and I noticed a pattern starting to emerge. I have the issue occur in bunches and then after a hard reset of the Sonos system it goes away for a month or two with no other resets in between
I am wondering if the working software isn’t experiencing some sort of memory leak as after a reboot it’s rock solid for weeks on end and then happens two and three times in a single evening
Sonos just say something, Please!
There was a response from Sonos Staff here on this issue…
Presumably there’s nothing further to report at this stage, other than Sonos appear to be aware of other manufacturer brands experiencing the same problem and the matter is being investigated. The suggestion is to ‘perhaps’ switch off Atmos audio, just for the time being, until further information is forthcoming.
Not ideal, but hope that assists for now at least.
+3
Hi Everyone
If any of you are able to reproduce one of these “popping” events more or less at will, please help us by getting in touch with our technical support team, as we’re looking for more information on this matter. It does seem to occur most often - but is definitely not limited to - when an audio stream starts/stops or changes from one to another or , e.g. going from a playing movie to a menu, rather than when something is playing uninterrupted. We need some additional testers to assist us in getting a direct recording of the feed from an affected unit, as it happens.
This is somewhat outside of our normal case handling procedures, so if/when you have a support case, please reference this thread to the agent you speak to, and ask the agent to message me, Corry P, the case details so I can get you in touch with an engineer directly.
Thank you.
THANK YOU for stepping up to the plate and reaching out to help find a solution! This is more of the level of customer service I expect as a LONG time Sonos customer. As others have mentioned, around 30 minutes always seemed to be the trigger for me. The other “guaranteed” method for me is if I have an Atmos video playing on Apple TV and pause it and let it go to the screensaver, that seemed to always trigger a pop after being on screensaver for 5-10 minutes. I will now look to see if I can find the fastest method to generate this pop so we can hopefully find a resolution for this longstanding bug!
Interesting about the screensaver thing — I’ve been wondering about this myself for a while. I’ve been curious if it’s been something to do with the source change triggered on the screensaver activation 🤔
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…
Turning off Auto HDR on series X does make the pop go away . I’m happy now at least I can play Resident evil 4 with Atmos !! :)
But doesn’t that disable HDR? If so, I have a Sony OLED and I’m not disabling HDR just because Sonos insists on avoiding the elephant in the room.
Auto HDR is only for games that are not HDR compatible such as xbox one games . Old generation games
Ah, well in that case I already disabled that and still suffered from the popping.
Are you using Dolby vision? Do you get popping only when you return to the Home Screen or is it in game?
I’ve been reading a lot of troubleshooting articles these last months, and there seems to be a pattern.
I have not experienced this “loud pop” described by many users in this thread, but there seems be some sort of mismatch between specific types of gear when you are trying to send Dolby Atmos signals through a TV to the Sonos Arc.
The issue: huge delay between what happens on-screen and Dolby Atmos audio, at least 500 ms.
My chain: Xbox Series X > Samsung Q90t > (eARC) > Sonos Arc + Sub/2x Sonos Ones.
Passthrough is enabled on every device that supports it. Every device is kept up to date. Both cables are 2.1 certified. New Asus router/no network issues.
Sonos support has checked my diagnostic report (no errors), Samsung support has updated my HDMI-ports (they said this was a known error, but the update did not fix anything). Xbox support is notoriously difficult to reach (actually not possible right now).
My question to Sonos would be: how am I supposed to know which device is the culprit? Surely there must be some type of collaboration between these huge, global suppliers (Sonos, Samsung and Microsoft) to iron out bugs and making things play nice? Or? This is really frustrating, I can’t tell what device is causing trouble, but at the same time I have a right to expect that when something boasts “Dolby Atmos”, then I get just that. All these devices support it, but none of the suppliers will ever point to the one of the others and say “they are the cause”, because that would reflect poorly back on them for not adressing this up front.
Many examples, yet not one of them matches the behavior described by this thread? I need at least one valid example of another manufacturer’s product producing this same issue before I can be convinced.
It sure would be nice if every company could afford 24/7 CS. Most can’t, so I appreciate it where I find it.
I suppose Sonos could double the cost of all of their equipment in order to run CS all the time?
It sounds like a fuse popping (very loudly). I think its electrical, probably a power surge.
Not sure where the issue originates but the commonality of people using Xbox consoles is hard to ignore. My TV, Xbox, Arc and and a few other components are all on the same powerbar. I would be interested to know if other people are also using the same powerbar / circuit?
Surely somebody at Sonos HQ has replicated this issue by now?
+3
Has anyone experienced with this issue with Fire TV Cube (specifically the latest version, though I’m curious if anyone with any generation cube has experienced this)? I ask because I’m considering swapping my Apple TV 4K for a Fire TV Cube and would like to enable Dolby Atmos on the device without have to worry about the sudden pop/fault amp errors! As I’ve mentioned in a previous post, I’ve had to disable Dolby Atmos on my Xbox Series and Apple TV 4K currently to ensure no popping. Dolby Atmos content coming from the LG C2 directly (i.e. apps running on webOS) have experienced ZERO popping sounds.
So long as the Fire TV doesn't use the MAT container, you’ll be fine. Test would be to briefly enable Atmos on the Fire TV, initiate playback of Atmos content and see if the Line In for the Arc shows as just “Dolby Atmos” (not “Dolby Atmos (DD+)” or “Dolby Atmos (TrueHD)”) under Settings > About My System
If it’s just “Dolby Atmos”, quit out and disable Atmos on the Fire TV, as it’s Dolby MAT.
Turning off Auto HDR on series X does make the pop go away . I’m happy now at least I can play Resident evil 4 with Atmos !! :)
But doesn’t that disable HDR? If so, I have a Sony OLED and I’m not disabling HDR just because Sonos insists on avoiding the elephant in the room.
Auto HDR is only for games that are not HDR compatible such as xbox one games . Old generation games
Ah, well in that case I already disabled that and still suffered from the popping.
Are you using Dolby vision? Do you get popping only when you return to the Home Screen or is it in game?
I get popping only in the game , and I don’t use Dolby vision for gaming as my Sony Oled don’t support Dolby vision plus VRR mode
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