Sonos Arc loud pop then audio loss

Bruce,

It doesn't have to be 24/7 support; when did I say that? I run a business and we offer email/ticket support. The idea is pretty simple, send an email to our support, we pick it up in office hours. It gives the customer opportunity to reply when they like, it's not rocket science. I guess Bruce, you have never run a customer focused business or business which demands your time Monday to Friday 7am - 19.00pm? I can't sit on a phone to support, I'm running a business and I guess most people would be at work during these hours?! Giving customers a chat bot which can't even generate a support email is really lame. 

had this happen to me for the first time last night, did it three times, honestly thought the speaker had blown electrically… what a noise, like a shotgun going off, then no sound at all.

after searching online about it i found this forum, and by the looks of it, this has been an issue for some time now.

I was running my signal from a xboxone x, in dolby atmos to a Hdfury which splits signal to the tv and Sonos Arc, since disabling atmos and forcing the xbox to output 7.1 instead it hasn’t happened again. 
The bang was definitely from my Arc, not the SL surrounds or the sub.

Hope they find a fix for it, an Atmos speaker that wont play Atmos..

And once it happens, it then continues to happen. We are all hoping for a resolution.
 

But for a few “we’re aware of it” engagements here, not a lot of communication from Sonos. 

I’m experiencing the same popping issue on my Arc and can reproduce the POP on-demand using the Windows 11 System Sound control test panel and selecting “Dolby Atmos for home theatre” for Spatial Audio.  If someone from Sonos would like to contact me I’d be glad to give a demo and do any kind of tracing that might help them resolve the issue sooner rather than later!

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. 

I have this happen multiple times a day, its been happening for at least a year and I search for a solution every few months to find there is still no solution. I have a 900H with the Arc plugged into eARC, I watch content exclusively on Apple TV 4K (2nd Gen). We frequently watch Disney+ content which has a ton of Atmos content available, we can rarely make it through a single piece of media without the pop and sound cut out at some point, if we back out of the video playing and hit play again the sound comes back.

Many topics exist related to this, the issue should be escalated to the product team instead of telling people to file individual support tickets.

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.

Just to note I upgraded my sonos Arc to 14.18 last night and the Windows Sound test using “Dolby Atmos for home theatre” vi HDFury Arcana no longer produces the loud pops.