Contributor I

Sonos Arc loud pop then audio loss

Forum|Forum|5 years ago
December 8, 2020
1202 replies
90707 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

F

firaX

Lyricist I

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…

P

ProfessorFrag

Enthusiast II

After all the software updates, I decided to test again. Apple TV playing Apple Music in Spatial Audio → Sony 900H → Arc/Ones/Sub. All OEM cables.

It took a little under 6 minutes until pop and audio loss. Diagnostic: 1209526902.

F

FruitcakeGSi

Contributor I

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!

Just checked my XBox settings... Can't find this force Dolby vision setting... Please can you tell me where to find it?

M

mjherm

Lyricist III

Has anyone tested the Apple TV 4K 3rd-gen with this issue yet? Thinking about picking one up today or tomorrow to see if the issue exists with that combination of hardware, I did try a bunch of config changes to my setup and had the pop happen within 30 minutes again

R

Rios

Enthusiast II

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??

This is exactly correct. As soon as I disable Dolby Vision, Dolby Atmos works perfectly without any popping, as soon as I enable Dolby Vision on Apple TV, pop within 7min, every time. Hard reset repeat, always occurs. I was a QA Tester for Sony, and this what would be classed as an “A” Bug. It is reproducible. And it always initially occurs with an Xbox Series X. Prior to last week, when I got an Xbox Series X, I had zero issues with my Apple TV no matter what the setting or content. As soon as the Xbox Series X was played with Dolby Vision and Dolby Atmos, this error occured. After which, the Apple TV 4K began to have issues and is now permanently having issues. So Brian, this IS a Sonos issue, as once the error has occurred from initial Xbox Series X connection, now any Dolby Vision and Dolby Atmos combined from any source, Sonos Arc can no longer function properly.

T

TheFlamesFan

Enthusiast II

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!

Just checked my XBox settings... Can't find this force Dolby vision setting... Please can you tell me where to find it?

I believe it’s called Force HDR. If you also have Dolby Vision enabled it auto forces Dolby Vision instead of its HDR equivalent

M

mjherm

Lyricist III

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??

This is exactly correct. As soon as I disable Dolby Vision, Dolby Atmos works perfectly without any popping, as soon as I enable Dolby Vision on Apple TV, pop within 7min, every time. Hard reset repeat, always occurs. I was a QA Tester for Sony, and this what would be classed as an “A” Bug. It is reproducible. And it always initially occurs with an Xbox Series X. Prior to last week, when I got an Xbox Series X, I had zero issues with my Apple TV no matter what the setting or content. As soon as the Xbox Series X was played with Dolby Vision and Dolby Atmos, this error occured. After which, the Apple TV 4K began to have issues and is now permanently having issues. So Brian, this IS a Sonos issue, as once the error has occurred from initial Xbox Series X connection, now any Dolby Vision and Dolby Atmos combined from any source, Sonos Arc can no longer function properly.

I tried the “disable Dolby Vision” on Apple TV and still had the pop occur when playing Atmos yesterday

R

Rowley_1

Lyricist II

Upgraded from a playbar to Arc a couple of weeks back. LG C1 and an Xbox one X. Had popping a number of times now.

Previously zero issues before the Arc. This must be a sonos Atmos issue.

Have they even acknowledged this as a bug? Not really acceptable for any product, let alone one that costs this much.

Sonos?

What is being done about this?

M

mjherm

Lyricist III

Upgraded from a playbar to Arc a couple of weeks back. LG C1 and an Xbox one X. Had popping a number of times now.

Previously zero issues before the Arc. This must be a sonos Atmos issue.

Have they even acknowledged this as a bug? Not really acceptable for any product, let alone one that costs this much.

Sonos?

What is being done about this?

Be prepared for people on here to attack you claiming this isn’t Sonos’ fault and they have nothing to fix or even acknowledge

Y

yusuflimz

Lyricist III

Been constantly checking with the Sonos support team who say they are aware of the issue and it’s also persistent in other sound bars. The only option is to disable Atmos content and go for 5.1 instead. After selling one of my kidneys to afford the Arc + Sub + Surrounds, my other kidney is calling me a politician for promising some of that Atmos content and not delivering.

Is everyone down to email the CEO? ceo@sonos.com is the address given on the contact page. Not sure what else we can do?

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