Contributor I

Sonos Arc loud pop then audio loss

Forum|Forum|5 years ago
December 8, 2020
1202 replies
90685 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.

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DC92

Trending Lyricist I

I’m glad to hear that there are no audio distortions after hearing this “pop”. If this issue happens repeatedly, I recommend you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system.

@Corry P Hi, in my case there is a loss of audio quality since this has happened. It’s a wider issue which seems to be happening more often.

ive been waiting for a response from the engineer team for 4-5 days. Do you know when I might hear back from them? Case number is 02710177.

thanks

Corry P

Sonos Staff

@DC92 When a case is escalated, it goes back in a queue which may take some time to clear to your position. The owner of your case was changed about 4 hours before you posted, to that of a senior technical support technician (I believe they take ownership of a few cases at the start of a day and work through them). Thank you for you patience so far, and I believe you’ll be contacted soon.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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DC92

Trending Lyricist I

@DC92 When a case is escalated, it goes back in a queue which may take some time to clear to your position. The owner of your case was changed about 4 hours before you posted, to that of a senior technical support technician (I believe they take ownership of a few cases at the start of a day and work through them). Thank you for you patience so far, and I believe you’ll be contacted soon.

Ah that’s great thanks! I’ll keep an eye on my emails :)

T

Tall Paul

Lyricist III

@DC92 Hi, Be great to know any of the feedback you get via email in the end if that’s possible please, would certainly help with any next steps.👍

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DC92

Trending Lyricist I

@DC92 Hi, Be great to know any of the feedback you get via email in the end if that’s possible please, would certainly help with any next steps.👍

No reply as of yet, imagine it’ll be tomorrow now. I’ll post any update I get here 🙂

D

DC92

Trending Lyricist I

@DC92 Hi, Be great to know any of the feedback you get via email in the end if that’s possible please, would certainly help with any next steps.👍

Hey, Not heard from Sonos just yet, saw my local currys had one in stock (where I bought it from) So I took it in for a replacement and the new one sounds miles better :)

I’ll see what SONOS return with anyway and pop it in here when they eventually reply. I’ll ask them what they would’ve done had I not replaced it already too just so other people with this issue know how to proceed.

Cheers

T

Tall Paul

Lyricist III

@DC92 Hi, Be great to know any of the feedback you get via email in the end if that’s possible please, would certainly help with any next steps.👍

Hey, Not heard from Sonos just yet, saw my local currys had one in stock (where I bought it from) So I took it in for a replacement and the new one sounds miles better :)

I’ll see what SONOS return with anyway and pop it in here when they eventually reply. I’ll ask them what they would’ve done had I not replaced it already too just so other people with this issue know how to proceed.

Cheers

That’s brilliant cheers mate. Good that currys swapped it usually they make things a bit hard sometimes and the fact you noticed a difference is really interesting! Thanks again for the update.

D

DC92

Trending Lyricist I

@DC92 Hi, Be great to know any of the feedback you get via email in the end if that’s possible please, would certainly help with any next steps.👍

Hey, Not heard from Sonos just yet, saw my local currys had one in stock (where I bought it from) So I took it in for a replacement and the new one sounds miles better :)

I’ll see what SONOS return with anyway and pop it in here when they eventually reply. I’ll ask them what they would’ve done had I not replaced it already too just so other people with this issue know how to proceed.

Cheers

That’s brilliant cheers mate. Good that currys swapped it usually they make things a bit hard sometimes and the fact you noticed a difference is really interesting! Thanks again for the update.

Hey, Sonos got back to me and asked me to do the following in order to test for damage to the speakers:

“As simple test to confirm, Trueplay. Please attempt to Trueplay the Arc in a 5.0 surround set up as well as while a stand along player. Please capture a diagnostic after each tune and let me know the outcome”

As I can’t do this now I’ve replaced the arc I’ve shifted the question to whether Sonos are looking into this issue we’ve all started experiencing recently. Whether it’s something they’re aware of and how we can avoid this pop sound. If it caused damage to my ARC then I’d imagine some other will follow. I’ll update again when they return with answer

cheers

T

Tall Paul

Lyricist III

@DC92 Hi, Be great to know any of the feedback you get via email in the end if that’s possible please, would certainly help with any next steps.👍

Hey, Not heard from Sonos just yet, saw my local currys had one in stock (where I bought it from) So I took it in for a replacement and the new one sounds miles better :)

I’ll see what SONOS return with anyway and pop it in here when they eventually reply. I’ll ask them what they would’ve done had I not replaced it already too just so other people with this issue know how to proceed.

Cheers

That’s brilliant cheers mate. Good that currys swapped it usually they make things a bit hard sometimes and the fact you noticed a difference is really interesting! Thanks again for the update.

Hey, Sonos got back to me and asked me to do the following in order to test for damage to the speakers:

“As simple test to confirm, Trueplay. Please attempt to Trueplay the Arc in a 5.0 surround set up as well as while a stand along player. Please capture a diagnostic after each tune and let me know the outcome”

As I can’t do this now I’ve replaced the arc I’ve shifted the question to whether Sonos are looking into this issue we’ve all started experiencing recently. Whether it’s something they’re aware of and how we can avoid this pop sound. If it caused damage to my ARC then I’d imagine some other will follow. I’ll update again when they return with answer

cheers

Brilliant update, thanks for taking the time to do that much appreciated!!

D

DC92

Trending Lyricist I

@DC92 Hi, Be great to know any of the feedback you get via email in the end if that’s possible please, would certainly help with any next steps.👍

Hey, Not heard from Sonos just yet, saw my local currys had one in stock (where I bought it from) So I took it in for a replacement and the new one sounds miles better :)

I’ll see what SONOS return with anyway and pop it in here when they eventually reply. I’ll ask them what they would’ve done had I not replaced it already too just so other people with this issue know how to proceed.

Cheers

That’s brilliant cheers mate. Good that currys swapped it usually they make things a bit hard sometimes and the fact you noticed a difference is really interesting! Thanks again for the update.

Hey, Sonos got back to me and asked me to do the following in order to test for damage to the speakers:

“As simple test to confirm, Trueplay. Please attempt to Trueplay the Arc in a 5.0 surround set up as well as while a stand along player. Please capture a diagnostic after each tune and let me know the outcome”

As I can’t do this now I’ve replaced the arc I’ve shifted the question to whether Sonos are looking into this issue we’ve all started experiencing recently. Whether it’s something they’re aware of and how we can avoid this pop sound. If it caused damage to my ARC then I’d imagine some other will follow. I’ll update again when they return with answer

cheers

Brilliant update, thanks for taking the time to do that much appreciated!!

Not a problem, still waiting for a response. I have read somewhere that the auto HDR feature on Xbox sometimes causes the pop to occur. It happens when the image type and audio changes. So this apparently fixes the problem (not tried it) but may be worth trying :)

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