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.
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!
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.
+18
Hi
That is not completely surprising, but I do not know if it is useful information or not. I shall certainly inform someone though, as it may give more indication as to which stage of the audio reproduction process the issue occurs - thank you.
Looking at the thread on the Sonos subreddit, I'm surprised to see so many users who had the bang once or twice and it went away; or who have configurations identical to ours but no problems.
Could this be just specific Arcs malfunctioning? Has anybody had their unit exchanged and the problem came back?
If this were as straightforward as "we need new units", that would blow my mind.
I had a replacement sent to me from Sonos and still the same issue. I’m keeping mine because a) it’s specific to Dolby MAT vs DD+ and b) compared to a HT-A7000 (which I tried as a possible replacement), the Sonos killed it. While disabling Atmos on my Xbox and Apple TV sucks, the bar is fantastic and has a fairly good app experience. When it works, it works.
As I’ve said before this is a Sonos hardware bug that can be recreated with the same parameters 100% of the time.
Each time I read how we have to turn off the feature that we specifically paid for is infuriating. And the constant naysayers who are likely Sonos affiliated people is underhanded and shows what we the consumer, what kind of company we invested in.
This is a 2 year going to be 3 year issue. There is Zero excuse and Sonos is Fully aware of this issue. They have contracts with their manufacturers. This is just business. I’ve worked for large corporations in the past that release faulty hardware and software due to contracts with manufacturers and retailers.
It is far more profitable to have the likelihood of poor individuals who made the choice to plug in an Xbox Series X that DOES cause permanent damage to the Sonos Arc, rendering it completely incapable of playing Dolby Atmos and Dolby Vision content concurrently from any source.
An issue that did not appear for years prior to plugging in a Sonos Arc.
This is my 3rd Arc. I unfortunately recommended the Sonos Arc to my father who currently has zero issues because I was able to warn him not to plug in an Xbox Series X that my younger half brother has.
Something we all could have benefited from bad we been given notice. Enough with the Sonos isn’t the issue nonsense.
2 of my Arcs now have this issue. Because I like so many of you thought, this might be a singular issue. As there were two releases of the Arc, one with the more expensive packaging and then the “streamlined” “uniform” box aka cheaper packaged one.
This is NOT specific to certain Sonos Arcs. This IS an issue that occurs to ALL Sonos Arcs. Considering the far fewer sales of the Xbox Series X, this is why there hasn’t been more reports than the many that already exist for over two years now.
One final note, this issue has never happened with my PS5 playing on the Sonos Arc. Which I had over a year before I got an Xbox Series X.
I still argue against your theory regarding XSX but something did change.
As I’ve said before, like you, I had period where the Arc worked fine with Atmos. Since I purchased in Dec 2020, up until around September 2021, I had no issues. Again, during this time, the Bravia X90H line, and Apple TV, and the Sonos Arc all had major OS updates. One of which most certainly introduced the issue. No change in my hardware configuration, no connected devices or cables changed or swapped. Just one day… BANG.
I’d be interested to know if you purchased an XSX around September/October 2021.
I’ve said this 3 times before now. This is the last time. Please read the thread. When I mention the Xbox Series X it is a 100% reproducible way to recreate the bug/issue 100% of the time.
There is NO argument. I have clearly stated. For those that are having issues that are NOT related to Xbox Series, I am NOT saying that the issue is ONLY if you plug in an Xbox Series X. I’m saying that if you have your specific issue that is caused by some other method. Ok I believe you. Again this is a SONOS issue.
I have never said that all other causes are invalid. For any future posts that only clog up this thread with statements or answers that have already been addressed I simply won’t answer them. And no I purchased my Xbox Series X in October of 2022. Something I regret to this day.
Neither one of you have ever been affected by the pop, right? You just like to frequent every thread about it emphasizing that it’s probably not Sonos’ fault.
We’ve been down the path of these isolated reports. They may use the word ‘pop’ but are describing fundamentally different symptoms.
Look at this thread. We’ll be breaking 1,000 posts eventually.
No I’ve not had the popping issue with the Arc, but I’m not using Apple TV 4K, or Xbox - I have an LG C9 TV with Arc, Sub, Surrounds and connected are:
Just experienced two pops today for the first time, have had my Arc+One+OneSL for a few years. I thought it was a bird hitting the window until the second one.
The biggest change, recently moved to an LG C3 from a Samsung Q9FN. Since getting the C3 we used the webos apps, but I realized this week a bunch of the LG streaming apps don't offer Atmos but on Xbox they do. Started using Xbox Series X again, got two pops today, both while navigating around.
Definitely had Atmos working on the 2018 Samsung at times (not earc or full hdmi 2.1) so it seems to be some combo of the earc/LG, Xbox, and Sonos for me, and potentially while pressing universal remote buttons to navigate UI.
In my book, it still points to the issue as mainly involving the multi-channel LPCM (container) format where the Atmos metadata is sent alongside the lossless audio stream - so my money is still on the Atmos metadata falling out of sync with the stream and sometimes creating that noise, which you describe as ‘a bird hitting a window’. Maybe it’s devices en-route like the TV and/or cables causing this anomaly too, as clearly it doesn’t happen for everyone and it explains why some users may find solutions when changing a cable or introduce an audio extractor into the path and bypass their TV etc.
I don’t personally use LPCM for Atmos playback, as I don’t have the hardware that supports it and so far I’ve not heard the noise and that’s with an LG TV too, albeit the older C9 TV.
Interesting point actually, not a scientific test but the pop did not occur until I switched to Monoprice cables.
If you want a guaranteed pop...put on Get Back (Beatles Doc) from Disney+
+3
For those with Apple TV — humour me, what are your video settings? Format, frame rate, auto HDR, auto frame rate…
Interesting point actually, not a scientific test but the pop did not occur until I switched to Monoprice cables.
Changing the cables will refresh the CEC settings so it’s possible that this tripped the same issues that we have talked about in this thread
I experienced this issue last Friday for the first time since owning the Arc watching Shang-Chi on Disney+ on an Apple TV 4K – Atmos enabled.
Attempted Snowpiercer on Netflix, same result after about 8 minutes.
After upgrading to 13.4 last night; let both run through as I worked downstairs and checked periodically to see if the audio had dropped. After a full viewing on both, no issue.
Not sure if 13.4 fixed the issue from Apple TV but it did get me digging further. Not sure if it’s been mentioned in this thread already but the common factor between Atmos on Apple TV and Xbox Series X is that they both use Dolby MAT.
(After that first failure, I tried my TV’s native Disney+ app and a Ultra HD Blu-Ray, both worked without failure, which are DD+ and Dolby TrueHD, respectively).
That’s interesting about Dolby MAT, and whether 13.4 might have fixed it for Apple TV.
I’ve ruined any chance of being able to confirm that as last night I added a Dr HDMI 4K between the Apple TV and my Sony TV and updated both Sonos and the Apple TV. No chance of a baseline now!
Fingers crossed I’ve had the last “pop”.
With an air of false confidence I took out the Dr HDMI shortly after this post and have had almost a month of no issues at all (with a lot of atmos content being watched).
Until watching Hawkeye last night when I got the pop at the usual approx. 7 minute mark (unusually I got a pop and then a second pop shortly after when the video was paused. That was a new thing).
I tried playing music straight away and that played without a problem, switching back to TV then had all sound playing normally and for the rest of the episode.
I think the Apple TV box had updated so I’m unsure whether some working combination has been updated out.
I’m going to switch to the Apple TV app on my TV until this is sorted as it’s just frustrating and I’m unsure what damage is being done to the Arc each time….
Hello all. Been having this issue for some time. Contacted support and they offered me a new arc, but this has to be a bigger issue. I tried the auto hdr. It worked for quite a few days. The popping now all the sudden started again. Curious if anyone else's started popping with the hdr fix?
Hi. I’ve only had it happen once but it was so loud I though something had exploded, that was a few weeks back and I’ve been in and out of auto hdr games. But after using it a while since I am now more convinced something is degraded quality wise on the ARC because of that issue, so it’s good to know you were offered a replacement, will have to make contact with support.
I can confirm that I switched off Dolby vision 2 weeks ago. I haven't had a single issue since with Atmos. Just wanted everyone to know!
Haven’t had time to test this myself, but it would explain why we’ve had no reports from people with Samsung TVs. Samsungs can’t do Dolby Vision! Newer Sonys and LGs can.
Sophie’s Choice: do you kill Dolby Vision or Dolby Atmos? Ouch.
Glad to find this thread, now following. I’ve had the pop issue with a Sonos Arc / Apple TV 4K for about a year now. I happens randomly and it’s very disappointing. More disappointing this thread is so extensive and the issues is unresolved
+1
I made a comment here 4 days ago. I reached out to support (case no. 03802500), rebooted my system and was told most chances it won’t recur.
And here I am again… However, no rep to help me out this time.. New diagnostic # 514444573
Xbox Series S connected to LG C1 connected to Arc. I guess I am not alone in this. Had this happen months ago, I thought one of my kids smashed the wall with something. I forgot about it, and just as I was watching a show on the Xbox Series S, heard the pop. Looking through all the posts, looks like a lot of people are having this issue with a Xbox connected. I don’t think the quality degraded or any damage to speakers. Of course it will be in my head that they are damaged now. Hoping someone comes with a solution someday!
OK, sorry a lot to unpack. Same thing happened to me with Apple TV on a Vizio OLED 65 inch. Who do I call or what do I do. My diagnostic was sent my confirmation is 1189733447. This is a fairly expensive item to have this happen, I have noticed I am limited to how load I can set the arc now before it goes down in volume and a orange light appears. Also sound quality has taken a dive for sure. Didn’t know if that has also been happening.
Hi,
I have the same loud pop issue with Arc, Sub, AMP (for surround speakers), Sony TV X91J and Apple 4K (2nd Gen). The loud pop only happens in Atmos mode. If I set Apple TV to change format to Dolby 5.1 then the loud pop doesn’t happen. I’m wondering if anyone has heard from Sonos regarding solutions or possible ETA for fix.
Same issue here.
Loud pop and complete loss of audio on my Sonos Arc within a streaming session on my Xbox Series X.
LG OLED TV from 2020 with eARC.
Diagnostic number: 1635222821
It’s Friday night and I figured I would test with an Atmos music playlist. HDMI3/ARC set to “Standard” and eARC “on” streaming from an Apple TV on HDMI2/HDMI2.0.
I triggered the pop in fewer than ten minutes. :(
I turned Dolby Vision off on the Apple TV and left Atmos on, no issues so far. Any loss of Dolby Vision enhancements are not that apparent to me.
I appreciate Atmos and sacrificing Dolby Vision was not a big trade off for me.
I think this solved my Issue!? We will see
Folks over on Reddit are already reporting getting the new 15.10 update, which includes the fix. I’m cautiously optimistic but would love to hear from anyone else who had the issue consistently if they’ve gotten the new update and what their experience with it has been.
It’s Friday night and I figured I would test with an Atmos music playlist. HDMI3/ARC set to “Standard” and eARC “on” streaming from an Apple TV.
I triggered the pop in fewer than ten minutes. :(
Was that whilst using the default uncompressed LPCM codec? If so, then maybe try the ATV audio settings set to compressed DD+ (Atmos) audio-output instead and then try DD5.1 and perhaps try to establish if it’s down to a particular audio codec from the Apple TV.
If a particular codec can be identified as the culprit, you can at least set it aside and never have to hear the popping sound ever again.
I have a 2022 Samsung S95B which like you mentioned does not support Dolby Vision but as I posted a couple pages back, had the issue occur with this setup on the first game I tried with it on the Series X after hooking up my Arc.
I do have HDR10 enabled but even without Dolby Vision support it still occurs on my Samsung so I don’t think it’s linked to that, at least not exclusively.
Thanks for the data point. I clearly overlooked you (and maybe others)! I guess LGs and Sonys are just disproportionally popular with Sonos owners. I had the impression those were the only brands represented in our thread.
I turned Dolby Vision off on the Apple TV and left Atmos on, no issues so far. Any loss of Dolby Vision enhancements are not that apparent to me.
I appreciate Atmos and sacrificing Dolby Vision was not a big trade off for me.
Could you please explain how you turned Dolby Vision off on the Apple TV. I have mine set to 4K SDR 60Hz with both Match Dynamic Range and Match Frame Rate set to on. It is my understanding at those settings that the Apple TV will match whatever is thrown at it including Dolby Vision. In other words, at that setting, if a movie broadcast in Dolby Vision the Apple TV will match and play it in Dolby Vision. How could I eliminate the Dolby Vision so the ATV will not broadcast in it? Thanks for your help
I’m having the exact same issues described in this thread - loud short and sharp bang followed by loss of audio. I have an Arc, Sub Gen 3, and two One SL’s as surrounds. It has happened for me a number of times over about a year, but only when using an Xbox (currently Series X, but also happened on Xbox One S previously). I have an LG TV (CX55) connected through eARC connection to the Arc. Is there a fix or workaround for this yet? Also is there a way to accurately run a diagnostic test to ensure that no damage has been caused to the Arc’s speakers etc? Thanks for your help
Same problem here; system is less than two months old. Loud popping noise started a couple of weeks ago, only occurrs when XBOX Series X is in use. So far I have not had the issue using any other source. What seems to trigger the issue in my case is switching between apps on the XBOX (from a game to spotify then back to the game or when switrching to the youtube app on the Xbox).
Diagnostic report 945832635
TV: 2021 LG G1
Sonos Arc / Sonos Sub (Gen3) / One SL’s (Gen 2 x2)
XBOX Series X.
HDMI 2.1 Certified cables on all devices.
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