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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Cavecanem

Lyricist III

Just to add to this thread. Same problem as everyone. I have contacted in multiple times support via phone and email, with the same corporate response everyone here has experienced. I could never get through the “first tier” of support since they always asked for a video that showed the issue and being such a random thing I didn´t had the time nor the drive to get on with the filming, and always telling me that it was the first report of this issue and nothing more. The last time it happened it did while watching The last of us E5, and noticed that it kept happening everytime at the same spot (moreless 3 min in the episode) so I recorded the event and sent it, now with the video a “tier 2” representative, called Jason, was “in charge” of the case. After almost an hour of keeping me on the phone just going in circles and deflecting he asked me to try to reproduce the problem but with him on the phone, so he could “verify” that the video was good (like I had the time or drive to make a video just to mess around and waste my time with them on the phone), so I did, and when he heard the pop and verified it, he went silent for a moment and told me to wait a little. After 5 min he came back and told me “you know, you´re right. Since more or less 2 weeks ago we have been receiving calls with this issue. Our engineers are working tirelessly to solve this. I´m putting you on a special list with the few others that have been reporting this for the last 2 weeks and we´ll contact you as soon as we have a solution, you don´t need to call us again”. After this, I pointed out at him the existence of this thread and that the company has acknowledged the problem and that in almost 3 years we don´t have a solution and that despite this they are still selling the product without any warning of this known issue. After hearing me he went full defensive (and a little verbal aggresive) mode and basically cut the conversation with the classic “is there anything else I can help you with?” and that was it. Personally I feel a little robbed because they know this issue, do nothing to solve it, not issuing a warning to the customers and still sell the product like nothing is happening. I´ve tried the CEC disabling method with no success, the problem persists with the appletv and with some movies in the PS5. Just a little venting, best regards.

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mond0

Lyricist I

I was planning on dropping $1500+ on an Arc home theater system until I found this thread a few weeks ago.

Lurking this forum and reading all these stories of how Sonos support has been deflecting and gaslighting their customers for years has made me reconsider ever purchasing a Sonos product. It’s not even just the Arc, the Beam 2 also has “The Pop” and another persistent issue where it makes a full volume jackhammer-like sound.

WTF Sonos?? It’s completely unacceptable that issues like this get dismissed for years, and the way customer support tries to deny that this is a real issue really rubs me the wrong way.

Thank you to everybody who’s shared their experience in this forum. You’ve saved me a lot of money and headache.

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Cavecanem

Lyricist III

At the time I bought the arc and bass I was between this and the Sennheiser AMBEO (with the advantage that you don´t really need a separate bass with the AMBEO), today I´m hitting my head against the wall. First world problems, I know, but this is very frustrating and again the company does nothing to solve this. Do check it, prob a better choice right now.

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ProfessorFrag

Enthusiast II

TLoU S2E5 premiered on Feb 10, 2023. Are you telling me support is still doing the “it’s a new problem” song this year!?

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Cavecanem

Lyricist III

Correct

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Joakim B

Lyricist III

Well 750+ recordings from all the

over world. No one is mentioning this problem when you want to buy your products. Sonos this is not fixed. See you soon...

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Joakim B

Lyricist III

And we know the problem, as you are!

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Joakim B

Lyricist III

Management should think what to do next...if you want to buy “that” next house.

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Paul Tsang

Enthusiast II

You know, I can’t help but think that if it’s a known issue, ethically, Sonos should put a warning on the product page. Or maybe mention the malfunction in an FAQ.

Right now we keep having new customers that have to go through all these steps to figure out what’s even going wrong.

Hi @ProfessorFrag, after many trials i IMAGE MANAGEMENT in TV and XBOX I found that if I use 4K + 120hz the pop noise happens, I’ve been playing XBOX reducing to 60hz and no issue happened for at least a couple of ours… I thing there should be some bug or something which makes a relationship between hz image output and ATMOS. Could you please try? In my case running both DV enable at 60hz and DV disable at 60hz works so far good. I tried DV disable at 120hz and failed. I could try DV at 120Hz because my TV doesn’t accept it.

I have the exact same problem for two years !!! 4k120hz atmos have loud bang . If I select 4k 60hz then the bang will never show up . It’s so damn frustrating with this issue . Disable CEC does not resolve the issue

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Paul Tsang

Enthusiast II

Tried unplug Apple TV , disable CEC from Xbox series X still the same issue . Loud bang after a while .

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