Contributor I

Sonos Arc loud pop then audio loss

1202 replies
90735 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.

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

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.

View in thread

Show previous replies

P

ProfessorFrag

Enthusiast II

Sorry to hear it, dude. Once you’ve had the first pop, they keep coming back often.

If you want to test, or catch a diagnostic, or get it on video: play an Apple Music spatial audio playlist on your Apple TV. I bet you’ll reliably get a pop inside 30 minutes.

W

William_61

Enthusiast II

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 Beam-2, Apple TV 4K (2022) Sub Mini and SL’s as rear. NO ISSUES HERE.

Welcome to the club. Nice meeting you. You have an awesome and expensive set up. From what we’ve all been told by Sonos support your Arc is not damaged even though the pop was incredibly scary and loud. We’ve all been there. But that’s where the Sonos involvement kind of stops. You will find here a lot of Sonos’ premier customers discussing the serious issue of not being able to play Dolby Atmos on their premier Dolby Atmos product, the Sonos Arc. You’ll also find lot of incredible in depth good faith troubleshooting by many great Sonos customers. Even more discussion about whether it’s the fault of Sonos, the TV manufacturers, Apple or Microsoft. Unfortunately that’s about it. We all ask for Sonos updates from time to time but get none. The recommended solution is to turn off Dolby Atmos on your Apple TV. We all hope one day Sonos will take us more seriously, show us some respect and update us on any progress.

R

Ronsarkar

Lyricist II

Sorry to hear it, dude. Once you’ve had the first pop, they keep coming back often.

If you want to test, or catch a diagnostic, or get it on video: play an Apple Music spatial audio playlist on your Apple TV. I bet you’ll reliably get a pop inside 30 minutes.

I am playing ‘Made for Spatial Music’ on Apple Music thru my TV and Apple TV. Let’s see. Will post an update.

My Living Room has an older setup as well with Beam, Play-1’s and Gen 2 sub. No serious issues ever for years in that setup.

W

William_61

Enthusiast II

Sorry to hear it, dude. Once you’ve had the first pop, they keep coming back often.

If you want to test, or catch a diagnostic, or get it on video: play an Apple Music spatial audio playlist on your Apple TV. I bet you’ll reliably get a pop inside 30 minutes.

I am playing ‘Made for Spatial Music’ on Apple Music thru my TV and Apple TV. Let’s see. Will post an update.

My Living Room has an older setup as well with Beam, Play-1’s and Gen 2 sub. No serious issues ever for years in that setup.

I had my same set up (Sony 900H, Apple TV4K, Sonos Arc, Sonos One Surrounds) for over a year with no issue ever. Then last spring, out of the blue: BANG. Then it popped every 15 to 20 minutes after that while watching Atmos Content. Sad.

R

Ronsarkar

Lyricist II

I played Apple Music for more than an hour (atmos) for nearly 2 hrs now. No issue.

P

ProfessorFrag

Enthusiast II

I played Apple Music for more than an hour (atmos) for nearly 2 hrs now. No issue.

I’m rooting for you! Maybe you’ll be one bang and done.

Airgetlam

Has anyone using an external extractor such as the HD Fury Arcana, or the Feintech experienced this issue, or is it only coming from TV connected devices?

Bruce

M

Me420

Lyricist III

I have same issue. With Xbox and Apple TV4k (third generation). It’s been happening since I bought the Arc back when it first released. But I stopped using the Atmos part of it (soooo disappointed). Well I got the Apple TV4k yesterday and thought it might not have the same issue. I was wrong. This is ridiculous since I bought the system because of the Dolby Atmos.

here are two reports within 10 mins of each other.

1160778921

377987038

send me a new arc!