Contributor I

Sonos Arc loud pop then audio loss

1202 replies
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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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Corry P

Sonos Staff

Hi @ProfessorFrag

Thank you! I have found your related case number and passed it directly to an engineer. You should hear from them soon.

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

D

Dirtynes

Lyricist III

I had the same issue last night, twice whilst mid stream on Netflix. I reported through support and was provided with a reference. I have got a new TV with Atmos/EARC capability.

I have been advised to turn off Atmos which defeats the point of paying a significant amount of money for this functionality and not being able to use it.

I was surprised reading the comments on here as to how long this had been going on for.

jamie_shaw

Enthusiast I

I had the same issue last night, twice whilst mid stream on Netflix. I reported through support and was provided with a reference. I have got a new TV with Atmos/EARC capability.

I have been advised to turn off Atmos which defeats the point of paying a significant amount of money for this functionality and not being able to use it.

I was surprised reading the comments on here as to how long this had been going on for.

What are the specifics of your setup? Which TV model are you using, and was it the native app within the TV or an external device, if so, which?

D

Dirtynes

Lyricist III

I had the same issue last night, twice whilst mid stream on Netflix. I reported through support and was provided with a reference. I have got a new TV with Atmos/EARC capability.

I have been advised to turn off Atmos which defeats the point of paying a significant amount of money for this functionality and not being able to use it.

I was surprised reading the comments on here as to how long this had been going on for.

What are the specifics of your setup? Which TV model are you using, and was it the native app within the TV or an external device, if so, which?

The TV was a Samsung 65QN90B and it was a native app on the TV

jamie_shaw

Enthusiast I

I had the same issue last night, twice whilst mid stream on Netflix. I reported through support and was provided with a reference. I have got a new TV with Atmos/EARC capability.

I have been advised to turn off Atmos which defeats the point of paying a significant amount of money for this functionality and not being able to use it.

I was surprised reading the comments on here as to how long this had been going on for.

What are the specifics of your setup? Which TV model are you using, and was it the native app within the TV or an external device, if so, which?

The TV was a Samsung 65QN90B and it was a native app on the TV

Thanks — could you humour me, if you play some Atmos content in the same way, and open the Sonos App and navigate to Settings > System > About my System, what do you get for “Audio In”? Atmos (DD+), Atmos (TrueHD), or just “Atmos”. I’m guessing it’s the latter?

D

Dirtynes

Lyricist III

I had the same issue last night, twice whilst mid stream on Netflix. I reported through support and was provided with a reference. I have got a new TV with Atmos/EARC capability.

I have been advised to turn off Atmos which defeats the point of paying a significant amount of money for this functionality and not being able to use it.

I was surprised reading the comments on here as to how long this had been going on for.

What are the specifics of your setup? Which TV model are you using, and was it the native app within the TV or an external device, if so, which?

The TV was a Samsung 65QN90B and it was a native app on the TV

Thanks — could you humour me, if you play some Atmos content in the same way, and open the Sonos App and navigate to Settings > System > About my System, what do you get for “Audio In”? Atmos (DD+), Atmos (TrueHD), or just “Atmos”. I’m guessing it’s the latter?

Yes it just says Dolby Atmos

jamie_shaw

Enthusiast I

I had the same issue last night, twice whilst mid stream on Netflix. I reported through support and was provided with a reference. I have got a new TV with Atmos/EARC capability.

I have been advised to turn off Atmos which defeats the point of paying a significant amount of money for this functionality and not being able to use it.

I was surprised reading the comments on here as to how long this had been going on for.

What are the specifics of your setup? Which TV model are you using, and was it the native app within the TV or an external device, if so, which?

The TV was a Samsung 65QN90B and it was a native app on the TV

Thanks — could you humour me, if you play some Atmos content in the same way, and open the Sonos App and navigate to Settings > System > About my System, what do you get for “Audio In”? Atmos (DD+), Atmos (TrueHD), or just “Atmos”. I’m guessing it’s the latter?

Yes it just says Dolby Atmos

So another device pushing out the MAT container. Interestingly, this is a direct TV to Sonos Arc connection via the native app, so the TV isn’t acting as the passthrough middle man or anything. 🤔 That would also, potentially, remove some theories about bandwidth being an issue, as surely, only the audio would be routed to the Arc?

@Dirtynes — if your TV has the option to change the audio output format from Linear PCM to Dolby Digital Plus or TrueHD, that should alleviate the issue for yourself.

P

ProfessorFrag

Enthusiast II

Also note that Samsung doesn’t support DV, so this is another case of pop without DV running.

D

Dirtynes

Lyricist III

I had the same issue last night, twice whilst mid stream on Netflix. I reported through support and was provided with a reference. I have got a new TV with Atmos/EARC capability.

I have been advised to turn off Atmos which defeats the point of paying a significant amount of money for this functionality and not being able to use it.

I was surprised reading the comments on here as to how long this had been going on for.

What are the specifics of your setup? Which TV model are you using, and was it the native app within the TV or an external device, if so, which?

The TV was a Samsung 65QN90B and it was a native app on the TV

Thanks — could you humour me, if you play some Atmos content in the same way, and open the Sonos App and navigate to Settings > System > About my System, what do you get for “Audio In”? Atmos (DD+), Atmos (TrueHD), or just “Atmos”. I’m guessing it’s the latter?

Yes it just says Dolby Atmos

So another device pushing out the MAT container. Interestingly, this is a direct TV to Sonos Arc connection via the native app, so the TV isn’t acting as the passthrough middle man or anything. 🤔 That would also, potentially, remove some theories about bandwidth being an issue, as surely, only the audio would be routed to the Arc?

@Dirtynes — if your TV has the option to change the audio output format from Linear PCM to Dolby Digital Plus or TrueHD, that should alleviate the issue for yourself.

I have done that already. Just a shame I cannot use the Atmos function until they fix the cause of the issue.

W

William_61

Enthusiast II

Hi @ProfessorFrag

Thank you! I have found your related case number and passed it directly to an engineer. You should hear from them soon.

Thank you @ProfessorFrag for stepping up to the plate and helping us all here. We look forward to any feedback from your experience and hope it helps Sonos come up with a solution. Good luck!

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