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.

Same issue!  Loud pop then no audio.  Sonos Arc.

>>>You are brave and doing your job. But Sonos where are you? Must Ken_Girrifhs do what you should be doing.

Turn it off? Is that the solution?

Also experiencing this issue with my Apple TV. New OS came out for ATV and it’s still happening. Anyone have a fix for it aside from turning off atmos?

Dear Corry,

Is there any update on this issue? Where can Sonos customers track and see updates for this issue?

Many thanks.

I have a 6 month old Arc and I get the same issue intermittently and it happens with Apple TV or Sky Q. A loud pop followed by sound loss for 3 seconds or so and then back to normal. This issue needs addressing.  

Hi Folks,

We’ve still nothing to share at this point, but we are continuing to investigate this issue which is not specific to Sonos alone.

Which other hardware is it affecting, @Corry P ?

I have this same problem with Beam gen 2 and Atmos content (btw just realized most of my content nowadays is Dolby Atmos which is nice). Almost got a heart attack when it happened first time. A Loud pop and then a loss of sound. Is this harmful to the speaker?

I think the key here is that this is a Sonos forum. You’re extremely unlikely to get reports from other ARC speaker’s users, although one of the Sonos reps, in one of the threads on this topic, did indicate that they’ve seen reports other than Sonos. I don’t follow other systems, as I have an Arc, and devote most of my energy here in this forum, and not elsewhere. 

You’re certainly within your rights to stop buying devices until a solution is found. Whether that solution is from upstream from the TV (Apple/Microsoft?) or on the TV itself (manufacturer’s updates) or Sonos itself, we’ll need to see. 

But I’m just not going to blame Sonos. I don’t know yet who’s responsible, and at this point, they all are. However, all indications seem to be pointing at not Sonos. 

I’m having the same issue, with loud pop and no sound. I turn off/on my LG G2 TV and the sound comes back on. I didn’t have this issue until i have hooked up an Apple TV 4K gen 2. The loud pop doesn’t happen too frequently, but it happens. 

Within 20 minutes of the issue occurring again, submit a Sonos diagnostic report from the ‘Settings/Support’ area of the Sonos App. Make a note of the reference generated, and when practicable, contact/chat to Sonos Support Staff about the matter via this LINK and see what they can suggest to resolve the matter.

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. 

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?

This is the first time I’ve seen that we can add windows to the list of upstream devices.  Very interesting

That’s amazing work making the problem reproducible! Thank you! Let’s hope it leads to a fix. 
 

In addition to Sonos, I think this could be helpful for tech reviewers too. Gives them an easy way to check if the problem exists on new Sonos products. 

Just throwing something out there, a little crazy, perhaps.

Just curious, who here (who is experiencing the issue) is an Infuse user on their Apple TV?

My own personal understanding is slightly different, as there is a solution offered for those that are experiencing the ‘popping’ issue, which is to temporarily switch off Atmos metadata in the audio stream and use Dolby Digital 5.1 audio instead. I would not have a huge problem with doing that, as only the height channel audio is being lost and it doesn’t ruin the overall enjoyment of the Movie/Show etc.

As the Staff have mentioned in this thread, only some devices are affected by this and it is an issue that is being experienced by ‘other’ manufacturers’ sound systems too - A fix hopefully will be sorted eventually, if people (individuals) continue to report their issue and supply relevant data to help some hardware-manufacturer and/or software-developer to resolve the issue.

That’s why those seeing/reproducing the issue need to report the matter via this Sonos Support LINK, together with their diagnostic report reference/data.

I’m confident that the details will then get passed along to those that perhaps require the data and that they then can offer a fix in some form, or another.

Noticed this from the new Apple TV announced this week. 

New Apple TV 4K features A15 Bionic chip and HDR10+ support

Will this help address the pop issue? 

I wouldn’t think so, since it doesn’t appear to be Apple TV or Sonos only, at this point. 

Came across something interesting on Reddit 

https://www.reddit.com/r/sonos/comments/y9d84i/apple_tv_spatial_audio_with_sonos_arc_issue_fix/?utm_source=share&utm_medium=ios_app&utm_name=iossmf

In this post the user has the same issue discussed many times in this forum, however making changes to the video setting seems to have fixed his issues.

Wondering if this is a Dolby Vision / Dolby Atmos combination thing?  I know for me I get this issue on the Xbox series X and have both activated all the time.  I don’t get this on the Apple TV because I match dynamic range settings

What are others experiences??

It makes me wonder if the issue is how both the sending source and eARC device handle atmos content.  I haven’t had another pop since the update and just tested Windows Sound test again and no issue.  

It sounds like a real frustrating issue and it has always seemed to me, as an outsider looking in, just reading about the matter, to be quite prevalent whenever there’s an XBox, or Apple TV 4K, in the mix.

Support Staff here have said they are aware of the issue, but seem to speak as though the problem lies elsewhere and outside the control of Sonos, but that’s just some speculation on my part, although other brands of soundbar apparently have the same issue too.

I would definitely take your issue back to Sonos Support if it happens again and try to gather video and diagnostic evidence, as that perhaps may help with the ongoing issue etc.

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!

I just encountered this first time (I hadn’t played much Xbox SX after getting my arc). It is def still there with latest Xbox / Sonos update. You might be right though assuming it happens when enabling high bandwidth options - for me 4K 120hz / Dolby Vision plus atmos. Switching between gears 5 and dashboard produces this loud pop…