Contributor I

Sonos Arc loud pop then audio loss

Forum|Forum|5 years ago
December 8, 2020
1202 replies
90694 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

N

NickBrigden

Lyricist I

This just happened to me and it was scary!
can anyone help?

Ken_Griffiths

This just happened to me and it was scary!
can anyone help?

If the matter does persist for you, then you are best to try to gather the evidence from your setup, perhaps take a video and/or submit diagnostic data, noting any reference(s) and pass all the information onto Sonos Support Staff via this LINK and then see what they suggest.

P

ProfessorFrag

Enthusiast II

This just happened to me and it was scary!
can anyone help?

I recommend not wasting your time with Sonos support besides letting them know you too have this problem. Make sure to be ready to reference this thread as your support person will say this is the first time they’ve heard of it.

If you try to use support beyond that, they will make you spend many days jumping through hoops (factory reset, changing cables, submitting diagnostics, asking you to videotape the problem! etc) that will be fruitless.

Read this thread. It’s a documented problem. There’s nothing you can do besides switching Atmos off on your source devices. All we can do is hope that Sonos will eventually fix the problem.

W

William_61

Enthusiast II

Has anyone reported this loud popping issue when using a Sonos Beam Gen 2 which also supports Atmos? I can find any documented issue on here. Wouldn't that help show that it’s an Arc issue or is that a too simplistic look at things?

Airgetlam

Honestly, I don’t think it’s a Sonos issue at all, i think it has to do with the device sending to the TV set, or the TV set sending to the Sonos, which just plays what it’s been told to play. Seems to be tied to MAT devices, such as Apple TVs and XBoxs more than anything else, but I’ve not been paying attention to TV sets in use, it could be there. CEC does make things much more complicated.

Bruce

Ken_Griffiths

Has anyone reported this loud popping issue when using a Sonos Beam Gen 2 which also supports Atmos? I can find any documented issue on here. Wouldn't that help show that it’s an Arc issue or is that a too simplistic look at things?

I see there is a comment earlier in the thread here from Sonos Staff re: the ‘popping’ issue. See this link:

https://en.community.sonos.com/troubleshooting-228999/sonos-arc-loud-pop-then-audio-loss-6852340/index12.html?postid=16610040#post16610040

W

William_61

Enthusiast II

Has anyone reported this loud popping issue when using a Sonos Beam Gen 2 which also supports Atmos? I can find any documented issue on here. Wouldn't that help show that it’s an Arc issue or is that a too simplistic look at things?

I see there is a comment earlier in the thread here from Sonos Staff re: the ‘popping’ issue. See this link:

https://en.community.sonos.com/troubleshooting-228999/sonos-arc-loud-pop-then-audio-loss-6852340/index12.html?postid=16610040#post16610040

Like many users, I’ve been experiencing this popping issue on my Sonos Arc for many months and have reported it through every Sonos support channel possible. It pops every 30-45 minutes in my case. I have disabled the Atmos on my ATV4K but still go back in after any update on my TV, Sonos Arc or ATV4K. That staff reply you mentioned was to me. He said nothing about similar issues with the Beam Gen 2 Atmos enabled units and I’m trying to understand why users of that product aren’t having the same popping issues.

I do find it interesting that we are not seeing comments in the Sonos community about the same thing happening to Beam Gen 2 users. I mean if it was ATV4K and Xbox specific I’m sure there are many like set up scenario that are with the Beam Gen 2 instead of the Arc and they would be getting the pop also.

Signed: Frustrated as all heck.

W

William_61

Enthusiast II

Honestly, I don’t think it’s a Sonos issue at all, i think it has to do with the device sending to the TV set, or the TV set sending to the Sonos, which just plays what it’s been told to play. Seems to be tied to MAT devices, such as Apple TVs and XBoxs more than anything else, but I’ve not been paying attention to TV sets in use, it could be there. CEC does make things much more complicated.

Then why aren’t we hearing about the same popping issue from customers of the Sonos Beam Gen 2 which is also Atmos capable? I’m guessing the Beam Gen 2 is being used by many, many customers with Apple TV’s and/or XBoxe units. Just seems odd that it’s only folks with the Arc, Apple TV and/or XBoxes.

B

bromos

Lyricist III

Honestly, I don’t think it’s a Sonos issue at all, i think it has to do with the device sending to the TV set, or the TV set sending to the Sonos, which just plays what it’s been told to play. Seems to be tied to MAT devices, such as Apple TVs and XBoxs more than anything else, but I’ve not been paying attention to TV sets in use, it could be there. CEC does make things much more complicated.

Then why aren’t we hearing about the same popping issue from customers of the Sonos Beam Gen 2 which is also Atmos capable? I’m guessing the Beam Gen 2 is being used by many, many customers with Apple TV’s and/or XBoxe units. Just seems odd that it’s only folks with the Arc, Apple TV and/or XBoxes.

Oh the people with Sonos Beam Gen 2 are having issues as well. Just look at the recommended posts on the side of this page, there are 10 other posts from various other users on this same issue, some saying they have the Beam Gen 2. I can’t believe this has been going on for over a year with no hint of resolution. I have to reiterate again since Airgetlam keeps saying its not a Sonos issue, if that were the case then why do we not hear about other Atmos manufacturers dealing with the same issue? This seems isolated to Sonos hardware right now as the worst I can read about any other sound system is some slight crackling with Atmos content, but the loud BANG definitely seems isolated to Sonos.

J

Joakim B

Lyricist III

This just happened to me and it was scary!
can anyone help?

Nope, Sonos dont care at all. You are on your own.

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