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.
Oh, and after submitting, you should call Sonos Support to discuss it.
There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.
When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.
Thanks for sharing the data point. I get the pop on Xbox even with DV turned off. For EDID reasons, I always have DV off on my Xbox. I also don’t use auto HDR.
Another Victim here 😞 (from Mexico)
The first time I experienced the (super loud/explosive) pop was when I was navigating the menu of my XBox Series S. (It was soo scary BTW, I almost had a heart attack).
The first thing that crossed my mind was that my 2 days brand new Sonos Arc was dead because that pop literally sounded like something exploded inside, causing physicall damage of the speakers.
I inmediatly googled the issue and found several post here and on Reddit of people having the same issue.
I also had the problem with my Apple TV 2022 hearing weird noises/mini-pops and cuts in Apple Music when listening songs in Dolby Atmos.
Just a moment ago I was watching The Last Of Us (first episode) in HBO Max and having a lot of mini-pops (annoying but tolerable) but in the minute 22 (when we see the infected old lady) again an extremely LOUD and horrible pop happened (I swear my soul leaved my body). Even my dogs went crazy or scared or both.
I ended watching the episode in the native TV App and had no pops but the Sonos App showed only Dolby Digital 5.1 and no Atmos. BTW my TV is a Hisense U8G 65) .
As described in this post, the pop only happens whith dolby Atmos content (or in the Dobly Atmos Mode in the case of X Box Series S).
After disable Atmos in both devices the pop is gone, but of course what is the point of spending this ridicously ammount of money for a product if you can’t use it for what was designed and marketed. Truly shocking that the recommendation of the Sonos support was turning off Dolby Atmos (a key feature) 🫠
I am honestly very dissapointed of Sonos and now I regret of buying this thing because it’s celar that the company is aware of the problem and after all this time not even a formal statement or answer has been released (and not to mention a fix for the issue). For what I see the users are the ones who are making an effort to try to solve this or at least know the cause of the problem.
I will surely going to end returning tIhe Arc to Amazon before it Kills me of a scare.
There’s a solution posted a few posts up. Did you try it?
Yes, i just disabled CEC (both Apple TV and TV), and still had the Loud Pop in the HBO Max (The Last Of Us) in Atmos.
Gone back to 5.1 too 😢
Did you fully reboot your TV and devices after disabling CEC? This is important as CEC settings seem to hang around as the TV never acutally gets turned off….it only turns off the screen
Fully
I’m glad to hear that there are no audio distortions after hearing this “pop”. If this issue happens repeatedly, I recommend you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system.
ive been waiting for a response from the engineer team for 4-5 days. Do you know when I might hear back from them? Case number is 02710177.
thanks
It’s probably too late for my specific case since I already restarted the Arc to get sound back, but I went ahead and submitted one now. 1617994945
I disagree that contacting support one by one is the way to go though. We would never know that the problem is widespread if we did that. And what has been posted here as results from support (“Send us video proof. It’s your specific sources that are causing the problem. Etc.”), I would refer to as the run around. I honestly do not have time to try and record this issue.
I’ll wait until we hear in this thread about what the issue is, or what Sonos is doing to resolve it, before I reach out to support.
Another Victim here 😞 (from Mexico)
The first time I experienced the (super loud/explosive) pop was when I was navigating the menu of my XBox Series S. (It was soo scary BTW, I almost had a heart attack).
The first thing that crossed my mind was that my 2 days brand new Sonos Arc was dead because that pop literally sounded like something exploded inside, causing physicall damage of the speakers.
I inmediatly googled the issue and found several post here and on Reddit of people having the same issue.
I also had the problem with my Apple TV 2022 hearing weird noises/mini-pops and cuts in Apple Music when listening songs in Dolby Atmos.
Just a moment ago I was watching The Last Of Us (first episode) in HBO Max and having a lot of mini-pops (annoying but tolerable) but in the minute 22 (when we see the infected old lady) again an extremely LOUD and horrible pop happened (I swear my soul leaved my body). Even my dogs went crazy or scared or both.
I ended watching the episode in the native TV App and had no pops but the Sonos App showed only Dolby Digital 5.1 and no Atmos. BTW my TV is a Hisense U8G 65) .
As described in this post, the pop only happens whith dolby Atmos content (or in the Dobly Atmos Mode in the case of X Box Series S).
After disable Atmos in both devices the pop is gone, but of course what is the point of spending this ridicously ammount of money for a product if you can’t use it for what was designed and marketed. Truly shocking that the recommendation of the Sonos support was turning off Dolby Atmos (a key feature) 🫠
I am honestly very dissapointed of Sonos and now I regret of buying this thing because it’s celar that the company is aware of the problem and after all this time not even a formal statement or answer has been released (and not to mention a fix for the issue). For what I see the users are the ones who are making an effort to try to solve this or at least know the cause of the problem.
I will surely going to end returning tIhe Arc to Amazon before it Kills me of a scare.
There’s a solution posted a few posts up. Did you try it?
Yes, i just disabled CEC (both Apple TV and TV), and still had the Loud Pop in the HBO Max (The Last Of Us) in Atmos.
Gone back to 5.1 too 😢
Did you fully reboot your TV and devices after disabling CEC? This is important as CEC settings seem to hang around as the TV never acutally gets turned off….it only turns off the screen
Turned off everything fully
I got my first scary pop last night at about 12:30 am. Scared the heck out of me. Thought something exploded. I was using my Xbox Series X connected to my LG C9 with EARC HDMI connection to Sonos Arc.
I recently switched the HDMI input on my C9 that the Xbox Series X is using to PC Mode to unlock 4:4:4 full bandwidth signal. Not entirely sure it was related, but was an interesting coincidence.
+3
I have a Sony 900H and replicated some of this testing today. For those unfamiliar with the TV, it has 4 possible settings for HDMI ports 3 and 4: Standard (HDMI 2.0), Enhanced (HDMI 2.1, No DV, No VRR), Enhanced (with DV, no VRR), Enhanced (with VRR, no DV). HDMI 3 is the eARC port, so where the Sonos Arc is plugged into.
I think this is partly where the confusion lays, and one of the issues with the language are on that screen. All ports support DV, but I don't get why 3 and 4 have a separate setting for it. My Apple TV is on HDMI 2, and between Dec 2020-Oct 2021, served both DV and DA without fail. There's been no hardware changes, either inclusions, removals, or reconfigures since Dec 2020. Only software changes.
Hi everyone
just wanted to give an update to my post 8 days back about the issue maybe not being a Dolby atmos issue entirely and could be due to devices / TVs pushing through a Dolby Vision / Dolby Atmos signal together
I disabled the force Dolby vision option in the Xbox Series X and re-enabled Atmos and after a week of playing I have yet to encounter the “pop” that we have described on this thread. I would usually encounter this at least once a day when quitting games and returning to the home screen
I think there could be merit to this approach, but obviously need the community to try this as well. Also not ruling out that bug fixes from the October Xbox update and Sonos 14.18 could of fixed this issue entirely from their end as they have also been released during this timeframe
Will keep everybody updated!
+18
Hi
Thank you. We appreciate that, but at this point I don’t think a video will be of any help - nor will diagnostics, unusually. We’re seeking to be connected to an Arc in devmode and recording while one of these events happen (see it as telemetry for a race car) so we can analyse the incoming feed. This will involve having an engineer on the phone with you at the time (most probably), so it’s a difficult task if an event can’t be triggered within a few minutes.
+3
I have a Sony 900H and replicated some of this testing today. For those unfamiliar with the TV, it has 4 possible settings for HDMI ports 3 and 4: Standard (HDMI 2.0), Enhanced (HDMI 2.1, No DV, No VRR), Enhanced (with DV, no VRR), Enhanced (with VRR, no DV). HDMI 3 is the eARC port, so where the Sonos Arc is plugged into.
I think this is partly where the confusion lays, and one of the issues with the language are on that screen. All ports support DV, but I don't get why 3 and 4 have a separate setting for it. My Apple TV is on HDMI 2, and between Dec 2020-Oct 2021, served both DV and DA without fail. There's been no hardware changes, either inclusions, removals, or reconfigures since Dec 2020. Only software changes.
Just to confirm my own thoughts — this was the screenshot before the VRR update on the X900H around Oct 2021, and I think is why the language is used. You have the option for either DV, or HDMI 2.1 features such as 120fps.
I guess the newer options on the 3 and 4 equate to being limited to the following feature sets depending on what you select.
Also worth noting that these seem to do little for Arc itself. I believe mine is set to “Standard” as it outputs nothing more than 1080, but eARC works just fine (with it’s handshaking being controlled by the eARC option in Audio Output settings).
+3
It’s a shame we don’t have a HDMI splitter-type device that can pass through the audio from an Apple TV to the Arc, and video to a TV. Isolate the TV as not being part of the issue…
Another Victim here 😞 (from Mexico)
The first time I experienced the (super loud/explosive) pop was when I was navigating the menu of my XBox Series S. (It was soo scary BTW, I almost had a heart attack).
The first thing that crossed my mind was that my 2 days brand new Sonos Arc was dead because that pop literally sounded like something exploded inside, causing physicall damage of the speakers.
I inmediatly googled the issue and found several post here and on Reddit of people having the same issue.
I also had the problem with my Apple TV 2022 hearing weird noises/mini-pops and cuts in Apple Music when listening songs in Dolby Atmos.
Just a moment ago I was watching The Last Of Us (first episode) in HBO Max and having a lot of mini-pops (annoying but tolerable) but in the minute 22 (when we see the infected old lady) again an extremely LOUD and horrible pop happened (I swear my soul leaved my body). Even my dogs went crazy or scared or both.
I ended watching the episode in the native TV App and had no pops but the Sonos App showed only Dolby Digital 5.1 and no Atmos. BTW my TV is a Hisense U8G 65) .
As described in this post, the pop only happens whith dolby Atmos content (or in the Dobly Atmos Mode in the case of X Box Series S).
After disable Atmos in both devices the pop is gone, but of course what is the point of spending this ridicously ammount of money for a product if you can’t use it for what was designed and marketed. Truly shocking that the recommendation of the Sonos support was turning off Dolby Atmos (a key feature) 🫠
I am honestly very dissapointed of Sonos and now I regret of buying this thing because it’s celar that the company is aware of the problem and after all this time not even a formal statement or answer has been released (and not to mention a fix for the issue). For what I see the users are the ones who are making an effort to try to solve this or at least know the cause of the problem.
I will surely going to end returning tIhe Arc to Amazon before it Kills me of a scare.
There’s a solution posted a few posts up. Did you try it?
Yes, i just disabled CEC (both Apple TV and TV), and still had the Loud Pop in the HBO Max (The Last Of Us) in Atmos.
Gone back to 5.1 too 😢
Did you fully reboot your TV and devices after disabling CEC? This is important as CEC settings seem to hang around as the TV never acutally gets turned off….it only turns off the screen
Just so I’m clear, CEC was disabled on the Apple TV 4K and Xbox Series X (the two devices that I’m affected by) as well as the TV? A lot of tests say 3 hours, which is a decent amount of time, but has anyone tested for a longer period of time? While disabling Atmos in both devices is annoying, I haven’t really missed it as I’ve been watching my Atmos content directly from webOS and it really hasn’t affected me in any meaningful way!
I’ve had the Sonos Arc since October and safe to say I’ve had this popping issue happen to me on multiple occasions at this point. I thought it was an issue with my Xbox Series X but seeing that people are having similar issues on the Apple TV makes it seem that this is definitely a Sonos issue. Hopefully that fix comes out sooner rather than later.
+3
So I was very curious this weekend. I was thinking perhaps Xbox had fixed the issue and that my disabling Dolby vision and auto HDR wasn’t necessary, as I had been symptom free for over a month
So I deactivated both and within two days of light play I got the pop, and it was with a game that uses both natively (Forza Horizon 5). There is definitely something behind this line of thinking that Dolby Vision is causing some of the issue
I have since deactivated both again and have been symptom free again
Stay Tuned
It wouldn’t surprise me — I’ve been saying for a good while now that the culprit is specifically the Dolby MAT container, and it’s usage with Atmos. Definitely smells like there is a potential bandwidth issue, somewhere.
Coming in with a one month update since I decided to turn off “Auto HDR” (which in tandem with Dolby Vision forced Dolby Vision for all games) on the series X, and I have been pop free the entire time.
For those that still get the issue with Dolby he series x, what are your settings and where do you get the pop? (During gameplay, streaming movies or music, or returning to the home screen)
I am becoming somewhat confident we are stating to get to the root of the problem and perhaps the fault might not lie entirely in Sonos court. I do think that Sonos could deal with the pop exception a little better though.
So I was very curious this weekend. I was thinking perhaps Xbox had fixed the issue and that my disabling Dolby vision and auto HDR wasn’t necessary, as I had been symptom free for over a month
So I deactivated both and within two days of light play I got the pop, and it was with a game that uses both natively (Forza Horizon 5). There is definitely something behind this line of thinking that Dolby Vision is causing some of the issue
I have since deactivated both again and have been symptom free again
Stay Tuned
It wouldn’t surprise me — I’ve been saying for a good while now that the culprit is specifically the Dolby MAT container, and its usage with Atmos. Definitely smells like there is a potential bandwidth issue, somewhere.
I only get the issue when returning to the Home Screen, never during gameplay. I’m going to put my money on it being some HDMI handshake issue when returning from Dolby Atmos / Vision back to standard SDR
Does anybody know if Atmos leverages the Dolby MAT container when the two are used in parallel? Or if the sound operates outside of it?
Also worth noting that if I mute the Sonos hardware itself before the potential of a pop, the pop still occurs, however if I mute the Xbox by turning on headphones, it never occurs. More evidence that it’s a device issue opposed to a Sonos issue
Hi
We’re not aware of this issue happening on Beam, though it is related to Atmos. Therefore, we would appreciate it - if it ever happens again - if you could immediately submit a support diagnostic and later get in touch with our technical support team so we can document the occurrence. We’re also not aware of this issue causing any actual damage to the units it happens on.
Hi Corry - I have experienced on my Beam Gen 2. Although I am very hesitant to try and recreate it and damage the speakers. It occurs when playing a game with Atmos and then switching to the dashboard. I’m not sure if there’s a length of time that the game would need to be played before switching to recreate, but it’s happened 2 days in a row.
It’s a bit strange because I had only experienced it once before while playing Forza Horizon 5. Since that time I have played quite a bit of Halo Infinite, Forza Horizon 5 and other games without a single issue. I downloaded the Resident Evil 4 demo today and about 10 minutes into it the pop happened. I got my audio back and a few minutes later it happened again. I turned off the game and completed a race in Forza Horizon 5 without a single pop. I swapped over to Halo Infinite and played a match that lasted about 15 minutes without a single issue.
While it has happened once in Forza the fact that it hasn’t happened since and I was in the clear until playing RE4 has me wondering if it’s, for the most part, game specific. I did see another poster here mention they experienced it during the Last of Us on HBO Max but with my Apple TV 4K it hasn’t happened once yet.
I just don’t even know.
It’s a bit strange because I had only experienced it once before while playing Forza Horizon 5. Since that time I have played quite a bit of Halo Infinite, Forza Horizon 5 and other games without a single issue. I downloaded the Resident Evil 4 demo today and about 10 minutes into it the pop happened. I got my audio back and a few minutes later it happened again. I turned off the game and completed a race in Forza Horizon 5 without a single pop. I swapped over to Halo Infinite and played a match that lasted about 15 minutes without a single issue.
While it has happened once in Forza the fact that it hasn’t happened since and I was in the clear until playing RE4 has me wondering if it’s, for the most part, game specific. I did see another poster here mention they experienced it during the Last of Us on HBO Max but with my Apple TV 4K it hasn’t happened once yet.
I just don’t even know.
I think it is game specific. I was pop free for the longest time, only to play “contrast” and had pops both times I played it
This is ridiculous really I had 2 loud BANGS over the course of an hour and finally decided to submit an email with diagnostics and literally while TYPING THE EMAIL and my apple tv was on Screensaver BAM....ANOTHER loud bang...it's seemingly worse with this update not better. Being told to disable the number one touted feature of this $800 device is unacceptable.
Is anyone else using an HDMI Switch to allow their Xbox and PS5 to plug into the same port? Sony TV only supports HDMI 2.1 on ports 3 and 4 but port 3 is ARC so the consoles can only use port 4
I doubt this is the reason but something to consider.
+3
I too experienced the issue yesterday between Sonos 14.12 and tvOS 16 Beta.
Strangely, the rears also cut out this time, where as they've been playing previously. Typically seems to be the centre channel that falls out.
I’m not sure if people are experiencing more static between the preview auto-plays, but even my wife commented on how annoying the little static blip was after flicking through the Netflix app as the auto-playing preview abruptly stops between navigation.
I run my Xbox Series X without Auto HDR. Also Dolby Vision is disabled because my TV lets you have VRR or Dolby Vision but not both. I run it at 4K60 VRR.
I have gotten the pop within the last week with Atmos on. I have since turned Atmos back off.
Dolby Vision off is not the solution.
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