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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Rios

Enthusiast II

Ridiculous. As I’ve said before it’s time to switch. And never look back.

Switch to what? …It happens on other makes of soundbar too, by all accounts.. I would rather ditch the Xbox or Apple TV 4K, but I’m happy to use DD5.1 anyway, personally speaking, until the matter is resolved. I still think the issue lies with the Mc LPCM codec, but that’s just a guess on my part.

As I’ve already said again, please read through this thread, I’ve already mentioned twice what I would switch to.

K

KrylonBlue

Enthusiast II

I’ve been running an Arc w/Sub since April while connected to an Xbox Series X, Nintendo Switch OLED, PS5 and an Apple TV 4K. Of course, I don’t always have Atmos content playing but when I do I never had any issues. Upon booting Forza Horizon 5 up on my Sony A80J OLED this week my Arc made that loud banging noise followed by an orange light. The light eventually turned white but no audio came from the Arc. I unplugged it and once it booted back up it worked fine but I did disable Atmos on my Xbox and Apple TV.

Hopefully there’s a fix soon because Atmos is a major selling point here. I am a home theater installer and am quite surprised that this has been happening for 2 years (based on this thread) as none of my clients (nor myself) have experienced or at least mentioned this (until now).

I also have a Beam in my bedroom on an A80J but as with the Arc setup I haven’t had any issues with the Apple TV setup yet.

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ProfessorFrag

Enthusiast II

Welcome to the club @KrylonBlue. We are all hoping to get Atmos back.

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William_61

Enthusiast II

@ProfessorFrag I hope you don’t mind me asking you, but seeing you have the same TV I have, could you tell me which Digital Audio Out you use on your Sony for the Arc with Apple TV 4K set up? Auto 1, Auto 2 or PCM. I currently use Auto 1. Any advice is appreciated.

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ProfessorFrag

Enthusiast II

Auto 1.

Auto 2 and PCM you can think of as compatibility options that change some or all audio to PCM.

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William_61

Enthusiast II

Auto 1.

Auto 2 and PCM you can think of as compatibility options that change some or all audio to PCM.

Great! Thanks a lot and thank you very much for all you are doing to help with the popping issue.

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ksinitsyn

Lyricist III

Been using different Sonos speakers for almost 10 years now and couple months ago bough Arc. Today was the day when I first time had this issue with LG TV. I don’t have XBox or Apple TV connected, Arc connected directly to TV over HDMI

Here’s a video showing how it sounded. My son was watching Netflix and this happened. My wife thought it’s going to burn whole house, panicked and called me.

https://www.dropbox.com/s/bhp8e455jqqkb1g/Video%20Jan%2013%202023%2C%2018%2056%2041.mov?dl=0

If someone could please confirm that this is same sounds that you guys hearing.

Submitted diagnostic 236163412

to be honest this is crazy that this is still ongoing for devices that sold years after first reports of this issue and software hasn’t fixed yet

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pawel20k-ce

Trending Lyricist I

no not the same i had a loud bang. yours looks like something else

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KrylonBlue

Enthusiast II

no not the same i had a loud bang. yours looks like something else

Actually, I believe it’s the same issue. It’s not uncommon for something like this to display different variations of noises. I heard the same thing as this video showed from mine when Atmos activated once I booted up Forza Horizon 5.

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mgproudfit

Lyricist II

Hi all - first time poster. I, too, am getting loud pop/crackles with audio disconnect on my new Arc (got it right before Christmas). Running content through an Apple TV 4k and paired with a sub 3. Suuuuuper bummed to see this many issues with no resolution.

Diagnostic case: 1892845096

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