Sonos Arc loud pop then audio loss

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?

Hi @nik9669a 

I only know that other third-party sound-bar manufacturers are reporting the same issue. 

Hi @Pahakissa 

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.

That certainly suggests to me that the issue is upstream from Sonos, either the TV not handling the stream properly, or the device feeding the TV sending a signal that the TV passes on to the outboard speakers. 

We have lots of reports of both Xbox and Apple TV being affected. And these are widespread devices from major manufacturers, so it might just be their popularity causing the reports. 

Likewise we have lots of reports from both Sony and LG TVs passing the signal. Again, major popular manufactures.

On the other hand, we only have reports of Sonos devices being affected. Granted, this is a Sonos forum. But nobody is linking to similar threads about other sound bars and any request for examples is avoided. 
The weight of the evidence is pointing at a solution having to come from Sonos. Yes, maybe the Atmos spec is somehow not being followed by the major content players and TVs, but even if (if!) that is the case, it’ll still be on Sonos to fix it in software if they want to keep selling devices. I know I have stopped buying further Sonos devices until my Arc can play Atmos. 

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?