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samro1094
Contributor I
December 8, 2020

Sonos Arc loud pop then audio loss

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.

     

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    1202 replies

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    ProfessorFrag
    Enthusiast II
    November 22, 2022

    I run my Xbox Series X without Auto HDR. Also Dolby Vision is disabled because my TV lets you have VRR or Dolby Vision but not both. I run it at 4K60 VRR. 
     

    I have gotten the pop within the last week with Atmos on. I have since turned Atmos back off.

     

    Dolby Vision off is not the solution. 

    Joakim B
    Lyricist III
    November 24, 2022

    So Sonos what is the solution if I want Dolby Atmos on my ARC? Hello? Are you there? 

      Airgetlam
      Airgetlam
      November 24, 2022

      This is a community website, if you want to talk directly to Sonos support, you need to call them. 

      Bruce
      Joakim B
      Lyricist III
      November 24, 2022
      I know this is a community. But I'm frustrated. Please, read all comments from the beginning of this thread. Then there are probably 50 more threads about this problem in this community. The community has called support, reported and also emailed SONOS CEO. But nothing happens for more than a year. What is going on?
        Airgetlam
        Airgetlam
        November 24, 2022

        If I were to hazard a guess, it isn’t a Sonos issue. Sonos is likely just playing what it is handed by the TV set, and in some cases, the CEC connection is breaking at that point. But Sonos doesn’t control the signal that it’s handed, and implementing a random solution might affect other programs that are playing sound, so Sonos hasn’t been able to do anything. If this is an issue upstream, as I am guessing, than Sonos has likely notified both the CEC alliance, as well as both Microsoft and Apple, which seem to be involved in many of these errant setups.

        But my guesses are just that, guesses, but based on the fact that Sonos hasn’t admitted an issue in their software, something they’ve been willing to do in many other issues, when it was their own fault. 

        Bruce
          Joakim B
          Lyricist III
          November 25, 2022

          So we have Corry P employed at SONOS who likes the post above.
          Are these the answers we will get from SONOS?

          Corry P has been very active today on the community. With lots of written responses to other threads. But we get the thumbs up on a post.

          Incidentally, I was at 9 dealers today. No one absolutely no one mentioned that there might be problems with Apple TV or Xbox if you want Dolby Atmos.

          Sonos it's time to give us an answer. 

            Melon Musk
            Lyricist II
            November 26, 2022

            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

            Confirmed this issue still exists in the Apple TV 4K 3rd Gen → Sony X90CH->eArc - Sonos Beam Gen2 +Sub Mini+ Pair of One SL. Loud pop with reboot of Beam.

            Same content played from the same built in TV app (Prime Video) had no issues while playing in Atmos. 

            Rios
            Enthusiast II
            November 26, 2022

            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

             

             

             

             


            What are others experiences??

             

             

             

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

            mjherm, one thing I just discovered, is each time I set my video output to HDR60, then turned my Apple TV off, and then turned it back, it would automatically reset to Video output Dolby Vision. So I had to manually set it to HDR60 each time I turn on my Apple TV. 

            Rios
            Enthusiast II
            November 26, 2022

            At this point, I may have to sell my Sonos system, and just get the Sony HT-A9 sound system which I’ve been interested in.

            Ronsarkar
            Lyricist II
            November 27, 2022

            Yesterday. Was watching Long Way Up ( a road show with no special effects) on Apple TV and all of a sudden, it felt like something exploded in my family room. First I thought the chimney had crashed into my fire place seriously then my wife pointed it out that it was the Arc. The same thing happened today when I began to watch Mad Max - Fury Road just when the movie began. 
            Started happening after 14.19.1 update. I replayed the same scenes again when the arc made the exploding sound and couldn’t reproduce.

            Everything below is less than a month old which makes up my family room.

            LG C2 OLED 55 TV, Apple TV 4K (2022), Sonos Arc, 2 Subs Gen 3 & Gen 2, SL’s as surround. 
             

            My bedroom is set up with LG C2 OLED 42 TV, Beam-2, Apple TV 4K (2022) Sub Mini and SL’s as rear. NO ISSUES HERE. 

             

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