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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M

Marakk

Lyricist II

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.

I can try going back to old settings and see if the pop is reproduced, but I want assurance first that if my Sonos Arc gets bricked, I would get a replacement. I'm from India.

B

Bigskeg

Lyricist I

Had my Arc about 3 weeks now and it’s happened nearly every time I watch Dolby Atmos material.

I have my Oled tv connected to my arc via HDMI to eARC socket on tv.

It’s popped on 3 occasions twice watching Netflix on tv app and once watching Apple TV also on the app.

I use my Apple TV 4K box to play Apple Music through the arc and haven’t had any issues so far.

Any ideas WTF Sonos are doing about this?

Had a play bar for about 6 years before the arc with no problems.

SidAlmond

Lyricist III

Had my Arc about 3 weeks now and it’s happened nearly every time I watch Dolby Atmos material.

I have my Oled tv connected to my arc via HDMI to eARC socket on tv.

It’s popped on 3 occasions twice watching Netflix on tv app and once watching Apple TV also on the app.

I use my Apple TV 4K box to play Apple Music through the arc and haven’t had any issues so far.

Any ideas WTF Sonos are doing about this?

Had a play bar for about 6 years before the arc with no problems.

You can gather diagnostics from the Sonos App and submit it to support. Their claim to me is that they will fix this issue soon. Don’t know what soon means plus it appears to be happening often.

while I’m new the Sonos world, my guess is the Playbar does not have the full bandwidth needed to support eARC and Dolby Atmos content, which explains why you never experienced it before.

Do you experience the same issues with the same apps/content that are built into your TV? In my case, I have not experienced the issue when playing Atmos content from webOS directly (I have an LG OLED) when compared to either the Apple TV or Xbox Series X.

Sid

I

IrishStephen

Lyricist III

This is happening to me also. Started a few weeks ago on my Arc. Massive pop and then sub and surrounds keep working but Arc won’t play any sound including Alexa.

Not what Im expecting from a top tier product. I’ve three arcs so now wondering if I should get worried! The others are not showing the same issue but not in use as much.

M

Meulen92

Lyricist III

Unfortunately, also need to report this issue. Started happening today when playing Xbox Series X on my LG C2 with the Arc connected. Really loud pop when playing Forza Horizon 5 and now it keeps returning. Hope Sonos comes through with an update to finally fix it for us all.

M

Meulen92

Lyricist III

Diagnostic info sent in case it might be of any help: 1973970356

I

IrishStephen

Lyricist III

Thanks. It’s not exactly fantastic looking at how many here have had an issue and how long it’s going back without a fix. I’m based in Europe where warranty rules are very strong so I’ll reach out to them and see what happens but will be insisting on a replacement if they can’t fix it. I’ve two other Arcs with Apple TVs and subs etc with no issues so to me it’s a hardware issue.

I

ilh23mx

Avid Contributor II

Unfortunately, also need to report this issue. Started happening today when playing Xbox Series X on my LG C2 with the Arc connected. Really loud pop when playing Forza Horizon 5 and now it keeps returning. Hope Sonos comes through with an update to finally fix it for us all.

I had same issue yesterday night, it never happened before. Seems no solution available. In the meantime change XBOX audio output from ATMOS to DOLBY DIGITAL, not the best solution but it works

L

LuiG

Enthusiast I

Any idea when we’ll hear back from that engineer who worked with @ProfessorFrag ?

R

Rios

Enthusiast II

Unfortunately, also need to report this issue. Started happening today when playing Xbox Series X on my LG C2 with the Arc connected. Really loud pop when playing Forza Horizon 5 and now it keeps returning. Hope Sonos comes through with an update to finally fix it for us all.

Again, why there should be a warning on the Sonos Site declaring not to plug in an Xbox Series X to the Sonos Arc.

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