Contributor I

Sonos Arc loud pop then audio loss

Forum|Forum|5 years ago
December 8, 2020
1202 replies
90684 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

Tall Paul

Lyricist III

@Simon B Hi Simon, what is the best route forwards for this issue, I’ve submitted a report but the online solution tool doesn’t cover this issue & I’m wondering if it is easiest to exchange it? Concerned it has been damaged.

Many thanks.

M

mcxiuwei

Lyricist I

I was watching The Mandalorian on Disney Plus and same thing happened to me. A loud pop and i thought something inside the Arc blew. Loss of audio. Then restarted the episode and audio resume. I wonder if anything inside the Arc stopped working? Just submit diagnostics 254534713. This Arc is bought Nov 2020 so its only 4months + old.

Please help. Really.

T

Treadwah

Lyricist II

Same issue. Has occured3 times now. Xbox Series X and an Arc.. very loud pop then no sound. Application says that it is still connected to TV, but no noises/music.

Connected to Sony TV with eARC back to the arc. Cables not loose.

Report #1393335637

D

DC92

Trending Lyricist I

Same issue. Has occured3 times now. Xbox Series X and an Arc.. very loud pop then no sound. Application says that it is still connected to TV, but no noises/music.

Connected to Sony TV with eARC back to the arc. Cables not loose.

Report #1393335637

Sounds like the same thing that happened to me, have you noticed any degradation in sound quality since it happened? Mine sounds like it’s broke now :( Waiting to hear back from Sonos about it but they seem to be avoiding the issue here on the forums. @Simon B Hope you can provide an update as to why this is happening?

T

Treadwah

Lyricist II

Doesn't sound degraded. Ran a few different audio feeds after I power cycled the arc. All sounded normal.

S

sbreingan

Lyricist III

I’ve just experienced this issue this evening watching Dolby Atmos (Doctor Strange on Disney Plus via Apple TV)
A very large startling pop and then Sonos no longer produces audio, even though it thinks it is (rear surrounds were still working but Arc was not). Turning on and off seems to help but now I’m unclear whether there has been damage to the speaker.

D

DC92

Trending Lyricist I

I’ve just experienced this issue this evening watching Dolby Atmos (Doctor Strange on Disney Plus via Apple TV)
A very large startling pop and then Sonos no longer produces audio, even though it thinks it is (rear surrounds were still working but Arc was not). Turning on and off seems to help but now I’m unclear whether there has been damage to the speaker.

Yeah strange that it’s happening to a lot of people all at once. Has to be a reason for it. I’m convinced mines damaged after this happened so I’m hoping to arrange a replacement. It didn’t sound very healthy when it happened

T

TrebleAndBass

This is happening to me too, Apple TV connected to LG CX77 and Sonos Arc. It happens roughly once a day.

T

Treadwah

Lyricist II

My reply from SONOS tech support was fairly basic. They sent me to a link about unsupported media.

Which would be fine if it was continuing to react, except the only way to get any functionality back has been to power cycle the ARC.

Awaiting the next bang, and then I have a bit more experimenting to do.

Corry P

Sonos Staff

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.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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