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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Ken_Griffiths

We all get it, you are a huge fan boy, but this exact issue does NOT happen with another manufacturer and lies solely with Sonos. We are all happy you are happy to cripple your expensive soundbar by removing atmos but the rest of us are wanting our product to function as advertised, and that's why we are working with Sonos to get this issue fixed. If everything works perfect for you then great! This topic isn't for you. For everyone else on the now 24 pages of this thread amongst many others, we are looking for a solution to this common defect that will allow us to use our product as designed without issue.

I only asked @Rios what product they would switch to - fanboy or not, I’m (still) not convinced it’s a Sonos issue, as there are other soundbar links in this thread (and others) that do appear to have the same issue and it’s almost always where an Xbox or an Apple TV is being used with the multichannel LInear PCM codec and involves Atmos metadata - that’s all I see when I read about these things.

So no, I’m not convinced to switch by your thoughts or others here, but I would happily concede it was a Sonos issue if that indeed was the case.. I just see some evidence to the contrary in threads here and other online links. Sonos may eventually come up with a counter-measure to hopefully somehow resolve the issue, but I still think the ‘actual’ core issue may lie outside of their control.

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brick2002

Contributor I

Just throwing my hat in the ring. Haven’t had this loud pop in a few months, but tonight when pulling up the info during a movie I got a loud pop and loss of audio. This is on the Xbox Series S. Clearly this is still an issue years later.

Are your XBOX audio settings set to Atmos?

Yes it is.

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Eric F

Contributor I

This has happened twice to me so far. Here’s a video from last night.

https://photos.app.goo.gl/K1MCjDXJqxQPg3Nx6

Is there any fix? Does Sonos even acknowledge the problem?

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pawel20k-ce

Trending Lyricist I

This has happened twice to me so far. Here’s a video from last night.

https://photos.app.goo.gl/K1MCjDXJqxQPg3Nx6

Is there any fix? Does Sonos even acknowledge the problem?

Turn off HDMI CEC on Xbox settings.

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brick2002

Contributor I

This has happened twice to me so far. Here’s a video from last night.

https://photos.app.goo.gl/K1MCjDXJqxQPg3Nx6

Is there any fix? Does Sonos even acknowledge the problem?

Turn off HDMI CEC on Xbox settings.

This seems like a terrible solution to this problem, I’ll give a whirl though.

E

Eric F

Contributor I

This has happened twice to me so far. Here’s a video from last night.

https://photos.app.goo.gl/K1MCjDXJqxQPg3Nx6

Is there any fix? Does Sonos even acknowledge the problem?

Turn off HDMI CEC on Xbox settings.

This seems like a terrible solution to this problem, I’ll give a whirl though.

This has happened twice to me so far. Here’s a video from last night.

https://photos.app.goo.gl/K1MCjDXJqxQPg3Nx6

Is there any fix? Does Sonos even acknowledge the problem?

Turn off HDMI CEC on Xbox settings.

I have no Xbox. This is simply a Samsung OLED S95B TV connected to a Sonos Arc.

In both times that it happened nothing else was connected to the TV.

On the video I posted my wife had just finished watching an episode of something on NetFlix then I opened Plex and was browsing around.

The first time it happened my TV was in some “Screen Optimization” where the screen goes blank for a while.

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pawel20k-ce

Trending Lyricist I

sorry i thought you had xbox plugged in. Mostly people have problem with xbox and apple tv. I've never heard of a problem with native TV apps

Ken_Griffiths

sorry i thought you had xbox plugged in. Mostly people have problem with xbox and apple tv. I've never heard of a problem with native TV apps

@Eric F - No, neither have I, maybe a different issue. If not done already and you encounter the issue again, it might be worthwhile submitting a system diagnostic and note, or post, it’s reference back here and then contact/chat with the Sonos Support Staff via this LINK and see if they can help with your issue.

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ProfessorFrag

Enthusiast II

We’ve had a few people chime in with nothing-plugged-in, native TV app pops in this thread. Common factor appears to be that those TVs use Dolby MAT Atmos. I suspect the Apple TV and Xbox get so much attention because they are hugely popular devices.

I have not seen any evidence of any other manufacturer having the pop. Any links that have been posted so far may have had users use words such as “pop” or “crackle”. But when you chase it down, it’s completely different. There might be a rhythmic clicking in the background, or static. It also affects very few users; probably specifically defective units, bad cables, etc.

I have not seen any other brand that has a loud bang that cuts out audio reproducibly, and where the problem seems to be specific to Atmos.

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pawel20k-ce

Trending Lyricist I

um, the symptom was the same - a loud shot as in the video above. only that it was able to shoot in the menu on xbox when I had the CEC function turned on under x on the pad, automatic change of signal input on xbox. pressing x quickly several times could trigger this loud sound bang several times. After disabling the CEC feature, is ok

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