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.
Yo he vendido ya mi SONOS Beam 2 , se acabo la espera
he adquirido otra marca que este mas atenta a los errores de sus productos
I have owned my arc since release and never had an issue. I use my Apple TV every day with Dolby atmos. Never had a pop. Noticed the other day that Atmos was now available on ps5 so enabled it.
played Jedi survivor for a whole week with no issues.
soon as I started playing Spider-Man 2 tonight I get a huge pop and no audio. Have to change inputs to get audio back. Play for 45 seconds huge loud pop and no audio.
tv is a Sony A80J.
Spider-Man 2 is running at 120hz with HDR and VRR.
there you go ! As I always say when you play games on 120hz with VRR on the POP happens . You probably didn’t play any games on VRR with 120hz before therefore you never experienced it
I have an Xbox One X attached to the Arc via the HD Fury Arcana, and I have also had the LOUD POP.
Its proper frightening when it happens. It sounds like a gun going off in the room.
This has happened at least a dozen times but it has always been at-random.
I don't think my speakers were ruined but if this happened more frequently I would be concerned.
Hey, I read online disabling the auto HDR feature on the Xbox and switching audio delay to on with the arcana should stop this happening. I have an arcana too and this is what the engineers who make the arcana suggest on their discord :) If you give this a go and let us know if it works that'd be brilliant. In the process of testing this myself
+3
I spoke too soon. Had it occur during Kenobi last night.
Womp womp.
I have owned my arc since release and never had an issue. I use my Apple TV every day with Dolby atmos. Never had a pop. Noticed the other day that Atmos was now available on ps5 so enabled it.
played Jedi survivor for a whole week with no issues.
soon as I started playing Spider-Man 2 tonight I get a huge pop and no audio. Have to change inputs to get audio back. Play for 45 seconds huge loud pop and no audio.
tv is a Sony A80J.
Spider-Man 2 is running at 120hz with HDR and VRR.
there you go ! As I always say when you play games on 120hz with VRR on the POP happens . You probably didn’t play any games on VRR with 120hz before therefore you never experienced it
Jedi survivor is 120hz VRR I believe. Anyway played Spider-Man all day today and it didn’t happen so no idea what’s going on.
Has anyone reached out to Xbox or Apple directly regarding this issue? Considering Sonos hasn’t directly addressed this issue in 2+ years, I’m starting to wonder if it’s something they can even fix at all. Might be worth a try.
I've had a few instances of the sound popping and then my system restarting on a Beam Gen 2 with sub and surrounds set up. I got in touch with Sonos at the start of January who advised to factory reset everything which I did but it was a massive headache doing so.
Yesterday the issue happened again, so I got in touch with customer support via the chat and they have confirmed that the issue is well known for the Arc but as it's not typical of the Beam they have been able to arrange a replacement.
I experience the same. Xbox Series X - Atmos… Signal comes via eARC from an Sony XH9000.
My Diagnostic 1540348382
This has happened twice to me so far. Here’s a video from last night.
https://photos.app.goo.gl/K1MCjDXJqxQPg3Nx6
Is there any fix? Does Sonos even acknowledge the problem?
Turn off HDMI CEC on Xbox settings.
Well, I’ve about had it with this. The final straw now was the Sonos decision to discontinue their email support option. I had a dialogue with the technicians there, but on my most recent response, I now get the auto-reply: “This email address is no longer monitored, instead you can reach us by submitting your question via the web at http://support.sonos.com.” Amazing. Thanks, Sonos. Is anyone interested in pursuing a class action. I don’t know how feasible it will be, but I am at least interested in looking into the issue. I really wish it didn’t come to this. If they had demonstrated ANY commitment to addressing the issue or making things right for those of us affected, we wouldn’t be at this point. I’m waiting for them to whitewash this entire thread soon, to be honest.
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
Looking at the thread on the Sonos subreddit, I'm surprised to see so many users who had the bang once or twice and it went away; or who have configurations identical to ours but no problems.
Could this be just specific Arcs malfunctioning? Has anybody had their unit exchanged and the problem came back?
If this were as straightforward as "we need new units", that would blow my mind.
I know at least one person in this thread had theirs replaced with the issue remaining. However, I am starting to think maybe we do have defective units with the data we are getting, and maybe that person got yet another defective unit. If that is the case I am hoping Sonos will stand by their product and customers and issue replacements without needing legal action.
Number of class action suits threatened by Sonos users over the years - Hundreds.
Number of class action suits actually filed - One (and the “class” consisted of exactly one complainant)
Number of class action suits won - Zero
Save your lawyers the time and wait for it to be fixed.
This has happened twice to me so far. Here’s a video from last night.
https://photos.app.goo.gl/K1MCjDXJqxQPg3Nx6
Is there any fix? Does Sonos even acknowledge the problem?
Turn off HDMI CEC on Xbox settings.
This seems like a terrible solution to this problem, I’ll give a whirl though.
Looking at the thread on the Sonos subreddit, I'm surprised to see so many users who had the bang once or twice and it went away; or who have configurations identical to ours but no problems.
Could this be just specific Arcs malfunctioning? Has anybody had their unit exchanged and the problem came back?
If this were as straightforward as "we need new units", that would blow my mind.
No i did not setup trueplay with any iphone. It doesn't pop that often but it does stop playing sound does something like a reset or something the light on top starts pulsing after it. Dolby Atmos is on, it is connected to my pc with a Arcana Earc converter between my pc and my sonos.
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
I’d like to know too because this has to be fixed soon. I don’t care if they have to replace it or release a software update. Enough is enough.
im about to stop recommending Sonos to clients, which is quite often, if they don’t give us an update soon.
Called Sonos support today and was told that their level 2 team was “closed for new escalations” whatever in the world that means. They couldn’t elaborate and I was told that “maybe they have meetings today.” They also attempted to call the Level 3 team and said they “were not available.” I was told that someone “should” reach out to me. Advised to call back next week if no response.
Hi
We are aware of this behaviour and are investigating it, but we do not have any additional information to share on a resolution at this time.
We are also aware of other manufacturer brands experiencing the same problem. Some users have reported it with in-built TV apps, so it is not limited to X-Box and Apple TV owners.
The issue only happens when playing Atmos content, so in the meantime, you can prevent this from happening by disabling Atmos audio on the TV or source device - not ideal, I know, but if it has happened to you before and you are concerned about it happening again, this step would prevent it.
I hope this helps.
Dear Corry,
Is there any update on this issue? Where can Sonos customers track and see updates for this issue?
Many thanks.
sorry i thought you had xbox plugged in. Mostly people have problem with xbox and apple tv. I've never heard of a problem with native TV apps
Had my Arc about 3 weeks now and it’s happened nearly every time I watch Dolby Atmos material.
I have my Oled tv connected to my arc via HDMI to eARC socket on tv.
It’s popped on 3 occasions twice watching Netflix on tv app and once watching Apple TV also on the app.
I use my Apple TV 4K box to play Apple Music through the arc and haven’t had any issues so far.
Any ideas WTF Sonos are doing about this?
Had a play bar for about 6 years before the arc with no problems.
Because it doesn’t happen on all systems, for instance on mine, which are Vizios, and all reports seem to be centered around either XBox or Apple TV devices. If it’s limited to specific types of device inputs, and doesn’t occur across all types of TV sets, that suggests at least the possibility that the event is occurring upstream from the Sonos device.
In the past, when there has been an issue with Sonos, they’ve been pretty clear about admitting it as a cause, and indicated that they were working on the issue. At one point, there was a thread with thousands of posts from users of the PLAYBAR that were experiencing an issue. So far, Sonos has not said anything about this issue being on their side.
None of that is definitive proof, mind you, but I would also assert there is no definitive proof in these forums that it happens to be a Sonos issue. You’re certainly welcome to draw your own conclusions, and would likely be as accurate as I am. I’m open to any potential solution to the problem. But, if it happens not to be a Sonos software issue, I logically can’t expect them to fix it. If it is indeed their issue, I expect them to own it, admit it, and rectify it. So far, none of those items have occurred.
Had my Arc about 3 weeks now and it’s happened nearly every time I watch Dolby Atmos material.
I have my Oled tv connected to my arc via HDMI to eARC socket on tv.
It’s popped on 3 occasions twice watching Netflix on tv app and once watching Apple TV also on the app.
I use my Apple TV 4K box to play Apple Music through the arc and haven’t had any issues so far.
Any ideas WTF Sonos are doing about this?
Had a play bar for about 6 years before the arc with no problems.
You can gather diagnostics from the Sonos App and submit it to support. Their claim to me is that they will fix this issue soon. Don’t know what soon means plus it appears to be happening often.
while I’m new the Sonos world, my guess is the Playbar does not have the full bandwidth needed to support eARC and Dolby Atmos content, which explains why you never experienced it before.
Do you experience the same issues with the same apps/content that are built into your TV? In my case, I have not experienced the issue when playing Atmos content from webOS directly (I have an LG OLED) when compared to either the Apple TV or Xbox Series X.
um, the symptom was the same - a loud shot as in the video above. only that it was able to shoot in the menu on xbox when I had the CEC function turned on under x on the pad, automatic change of signal input on xbox. pressing x quickly several times could trigger this loud sound bang several times. After disabling the CEC feature, is ok
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