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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R

Rios

Enthusiast II

Bingo! I captured and submitted an Xbox pop as well.

I’ll stop now as this is quite time-intensive work. I’m looking forward to hearing what insights come out of this process.

Thank you again for your efforts and everyone else on this board who are communicating with Sonos.

jamie_shaw

Enthusiast I

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.

That is interesting — assuming the others are both using Dolby Atmos, also?

I

IrishStephen

Lyricist III

Yes they are all using Atmos

jamie_shaw

Enthusiast I

Yes they are all using Atmos

Curious.

For me, I’m sold on it being a software issue as I was using the Arc in the same hardware configuration for a good 12 months before I experienced the pop, which only occurred after major revisions to the Sonos OS, Apple TV, and BRAVIA XH92. 🤔

I

IrishStephen

Lyricist III

My daughter told me when it started happening just recently she had it happen to her about 10 months ago when it was just installed. That was before all the Apple TV updates etc.

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Woodsthe98

Contributor I

Same issue here. Has happened while streaming and also playing Xbox. Have owned arc for about 3 weeks. Has happened a handful of times. Also concerned something could be damaged. Sound is gone until I change inputs or reposed device. Anyone figure this out yet? Seems like an ongoing 2 year issue

M

Meulen92

Lyricist III

Answer received by Dutch Sonos customer support:

"It is a known problem and is being looked into, but it is not a Sonos problem, all soundbars have this problem (like Samsung, LG, etc.).
It is not a Sonos specific problem, it happens to all soundbars, and right now the solution is this:
Disable Dolby Atmos and use Dolby Digital 5.1 instead."

Very unsatisfactory.

T

TheFlamesFan

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.

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

Do you have Dolby vision enabled in tandem? I turned that off and it completely solved the popping issue for me

I

IrishStephen

Lyricist III

Do you turn Dolby Vision off from the TV, Apple TV or Sonos itself?

and once you do aren’t you loosing something?

Thanks

S

T

TheFlamesFan

Enthusiast II

Do you turn Dolby Vision off from the TV, Apple TV or Sonos itself?

and once you do aren’t you loosing something?

Thanks

S

In this case it’s on the Xbox itself. There aren’t many games that supports Dolby vision for gaming and the benefits so far don’t really outweigh the marginal increase in quality plus the added lag

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