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samro1094
Contributor I
December 8, 2020

Sonos Arc loud pop then audio loss

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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    1202 replies

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    KrylonBlue
    Enthusiast II
    March 25, 2023

    I’m sorry if I missed this but a few thoughts. 
     

    Are those experiencing issues using a wired connection or Boost? 
     

    Has anyone not using TruePlay experienced this?

    Paul Tsang
    Enthusiast II
    March 25, 2023

    Come on Sonos !!!! This problem existed for years since ARC came out . Fix the damn thing already . I want to enjoy my Resident evil 4 remake with 4k120hz VRR ATMOS without worrying when the loud pop going to occur! 

      KrylonBlue
      Enthusiast II
      March 25, 2023

      Come on Sonos !!!! This problem existed for years since ARC came out . Fix the damn thing already . I want to enjoy my Resident evil 4 remake with 4k120hz VRR ATMOS without worrying when the loud pop going to occur! 

      I haven’t even picked up Resident Evil 4 yet. I do have a set of SteelSeries headphones that likely work better for a game such as Resident Evil though. Either way, I ordered a pair of ERA 300s as I wanted some sort of surrounds but this issue needs to be fixed. It shouldn’t take this long to do so. 

      Iaincb
      Lyricist III
      March 29, 2023

      I turned off all CEC across both TV and Apple TV, power cycled but didn't turn CEC back on.

      I’ve had over 2 weeks of seamless Atmos playback until last week when I got a pop in the first quiet moment of an episode of The Mandalorian.

      Was *just* starting to relax and enjoy the Arc.

      Come on Sonos, this is nowhere near good enough and an update is very much overdue!

        KrylonBlue
        Enthusiast II
        March 30, 2023

        ^^^
         

        I don’t understand how difficult this can be for a team of engineers. There has already been instructions to replicate this so they should be doing it and prioritizing a fix immediately. 
         

        I always praise Sonos products to my clients over other brands including Bose. Unfortunately, it’s become common that I’ve had to let them know of this issue so it doesn’t freak them out. Please stop making me do this…

        Cavecanem
        Lyricist III
        March 31, 2023

        After all this, is there room for a class action lawsuit? any lawyers in the forum?

          eatzaylove
          Collaborator I
          March 31, 2023

          This is probably a silly question, but have people with xbox tried configuring atmos through the dolby access app on xbox? Doing this fixed a really annoying latency issue and I haven’t experienced a “pop” in months. Not sure if it was that or something else, but figured it might be worth checking.

          jkopt
          Lyricist I
          April 1, 2023

          This just happened to me and my brand new era 300 surrounds. Did trueplay tuning and soon as it was done was getting extremely sharp loud electric pops from all 3 speakers and would not stop until I unplugged one. 
           

          please advise on next steps. 

            Paul Tsang
            Enthusiast II
            April 1, 2023

            I got my Era 300 yst, and I have put all my Sonos from sonosnet to all Wifi . And somehow I’m not getting any pop sound even playing at 4k120hz VRR on my Xbox series X

            Paul Tsang
            Enthusiast II
            April 1, 2023

            Or maybe 15.2 firmware fixed it ? 

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