Contributor I

Sonos Arc loud pop then audio loss

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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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J

Joakim B

Lyricist III

I give up. Sonos doesn't care and nothing happens. These are completely uncaptable. I will proceed in a different way.

Ken_Griffiths

This is the link where I saw the Sonos Staff comment about the issue too…

Reading that reply only solidifies my decision not to buy Sonos products going forward. Anyone remember Cambridge Soundworks?

It’s entirely your prerogative not to buy, but to be honest that’s neither here, nor there, to me. I’m just another Sonos user. You might switch away to another brand, just to find you have a similar, or even a worse/different issue anyway with your chosen new product… c’est la vie.🤷‍♂️

I was merely trying to highlight that Sonos Staff had spoken about the matter, other brands seemed to be affected by the ‘popping’ sound too and I was trying to suggest a ‘potential’ solution to perhaps try - which is disabling MC LPCM (Atmos) until a fix is (perhaps) forthcoming …and to see if using the mentioned alternative codecs will work instead.

It’s a matter for you what you decide to do, going forward. I was just trying to help, nothing more than that, until the matter is reportedly resolved.

Although not affected by the ‘popping’ sound, I too hope it gets fixed for everyone concerned.🤞

J

Joakim B

Lyricist III

This is the link where I saw the Sonos Staff comment about the issue too…

Reading that reply only solidifies my decision not to buy Sonos products going forward. Anyone remember Cambridge Soundworks?

It’s entirely your prerogative not to buy, but to be honest that’s neither here, nor there, to me. I’m just another Sonos user. You might switch away to another brand, just to find you have a similar, or even a worse/different issue anyway with your chosen new product… c’est la vie.🤷‍♂️

I was merely trying to highlight that Sonos Staff had spoken about the matter, other brands seemed to be affected by the ‘popping’ sound too and I was trying to suggest a ‘potential’ solution to perhaps try - which is disabling MC LPCM (Atmos) until a fix is (perhaps) forthcoming …and to see if using the mentioned alternative codecs will work instead.

It’s a matter for you what you decide to do, going forward. I was just trying to help, nothing more than that, until the matter is reportedly resolved.

Although not affected by the ‘popping’ sound, I too hope it gets fixed for everyone concerned.🤞

2 years, 2 years give up. They dont care we have to step up.

J

JustSomeDude

Lyricist I

I just got the Sonos Arc and sub. Seeing this same issue watching movies from Plex possible other apps. I believe they may all be Dolby Atmos audio. Playing from app on Hisense u8h tv hooked up to earc. First time I rebooted tv this time it looks like muting and unmuting resolved so the sound comes back. The pop is very loud and no sound once it happens.

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.

Hi @Corry P ,

FYI, I have not yet been contacted by Sonos. I continue to be interested in providing replication data in devmode.

Hi @ProfessorFrag

Thanks for flagging - a mistake, I assure you. You will hear from someone imminently.

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

P

ProfessorFrag

Enthusiast II

Hi @Corry P ,

Just got the email. I’m looking forward to working with your tech.

D

Davida111

Trending Lyricist I

Hi

i just bought the xbox x , 2 days ago and out of nowhere a very loud pop appeared, so loud it scared the hell out of my kid and my self. This happend now 2 times in 2 days.

for sure something is damaged now.

what wil sonos do to resolve it. Do we need to change a setting to prevent this till a solution is coming.
For sure you could replicate this in your test center?

report 635463561

Corry P

Sonos Staff

Hi @Davida111

what wil sonos do to resolve it. Do we need to change a setting to prevent this till a solution is coming.

The issue happens on other brands too, so a resolution is not something we’re in the right place to achieve. We’re seeking ways to mitigate the problem in the meantime.

You can prevent it from happening by disabling Dolby Atmos (on your TV), as reported at the start of this thread.

For sure you could replicate this in your test center?

We have been so far unable to reproduce it ourselves - thus the need for engineers to contact anyone who can reproduce it reliably.

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

D

dsands75

Lyricist III

We have been so far unable to reproduce it ourselves - thus the need for engineers to contact anyone who can reproduce it reliably.

I would get it occassionally with PC → LG CX → Sonos Arc

After I got rid of my LG CX and replaced with a monitor (PC → HDFury Arcana → Sonos Arc) I found that I can now reproduce the popping at will by running the Windows System Sound Test:

System → Sound → Arcana Properties → Select “Dobly Atmos for home theatre” and click TEST.

The pop happens consistently. I’m glad to put in a case if the engineers want to get on a call and monitor in real-time.

Corry P

Sonos Staff

Hi @dsands75

If you are able to produce the sound at will, then I direct you to my earlier post:

Hi Everyone

If any of you are able to reproduce one of these “popping” events more or less at will, please help us by getting in touch with our technical support team, as we’re looking for more information on this matter. It does seem to occur most often - but is definitely not limited to - when an audio stream starts/stops or changes from one to another or , e.g. going from a playing movie to a menu, rather than when something is playing uninterrupted. We need some additional testers to assist us in getting a direct recording of the feed from an affected unit, as it happens.

This is somewhat outside of our normal case handling procedures, so if/when you have a support case, please reference this thread to the agent you speak to, and ask the agent to message me, Corry P, the case details so I can get you in touch with an engineer directly.

Thank you.

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

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