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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K

KrylonBlue

Enthusiast II

Paul, I highly doubt that. You’d think Sonos would mention that in the patch notes considering it’s such a big deal.

P

ProfessorPeach

Enthusiast II

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.

Jkopt, I have had the same issue with a pair of new Era 300’s. Not sure if you are also aware of this thread:

“Sonos Era 300 Static Pop Sound”

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Paul Tsang

Enthusiast II

I spoke too soon . It happened today when I’m playing resident evil 4 with 4k 120hz VRR . Darn it !!!

sonos !! Put your act together we need this fix now !!!

otherwise I’m returning my Era 300!😡

P

ProfessorPeach

Enthusiast II

I spoke too soon . It happened today when I’m playing resident evil 4 with 4k 120hz VRR . Darn it !!!

sonos !! Put your act together we need this fix now !!!

otherwise I’m returning my Era 300!😡

Indeed. Considering that many threads like these were begun over two years ago, with no appreciable effect (despite the laudable best efforts of some people here), I am not personally too optimistic.

J

Jsos19

Lyricist I

Dear Sonos,

Today when watching Netflix, Outer Banks, 4k and atmoss, the popping sound came by 2 times. Is there any solution to this problem? 🤔

I

Iaincb

Lyricist III

Pop about three minutes into The Mandalorian tonight on Apple TV.

So disappointing, no issues at all on TV native app.

would be good to get any kind of formal update, especially as this problem now seems to be with all Sonos Atmos capable equipment….

D

Desert Rat

Lyricist I

I’m done with all the issues since day one. Anyone want to buy an arc, sub gen 2 and 2-1’s? Seriously with what I paid for the system this is unacceptable. It’s been going on for a year and a half. With no solution in sight

I

Iaincb

Lyricist III

I’m done with all the issues since day one. Anyone want to buy an arc, sub gen 2 and 2-1’s? Seriously with what I paid for the system this is unacceptable. It’s been going on for a year and a half. With no solution in sight

I don’t blame you, and I have serious concerns over whether this can or will ever be fixed.

The sheer number of examples here and diagnostic reports submitted must have given Sonos a clear view into what is going on. Particularly those on this thread who are able to demonstrate it on demand with Sonos engineers observing.

Luckily I have a work around in using the native TV apps, but they are not as intuitive as the Apple TV and don’t get updated as often.

T

TheFlamesFan

Enthusiast II

Luckily I have a work around in using the native TV apps, but they are not as intuitive as the Apple TV and don’t get updated as often.

I would also urge caution because DD+ and Dolby MAT are not the same thing even though they both deliver Atmos. DD+ is designed to be compressed for Streaming services, so quality in theory takes a hit. How much a user can hear the difference is very subjective of course

O

Ovios73

Lyricist II

Phillips oled tv

Arc in earc, gen 3 sub, rears are ones

built in apps Disney or Netflix

Firestick max. Apps Disney Netflix prime.

Randomly loud pop then crackles and arc looses audio. Sometimes rears still have audio.
Previous playbar in same setup never had a problem.

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