Contributor I

Sonos Arc loud pop then audio loss

Forum|Forum|5 years ago
December 8, 2020
1202 replies
90698 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

J

Joakim B

Lyricist III

Sonos just say something, Please!

Ken_Griffiths

Sonos just say something, Please!

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.

B

brochford

Lyricist I

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

J

Joakim B

Lyricist III

Sonos just say something, Please!

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.

>>>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?

A

Ajseps

Lyricist III

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?

W

William_61

Enthusiast II

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?

The official line from Sonos for its premier Dolby Atmos $900 Arc soundbar is to turn off Dolby Atmos.

F

FruitcakeGSi

Contributor I

Hi @William_61 et al

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.

C

cjayresmac

Lyricist I

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.