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

Turning off Auto HDR on series X does make the pop go away . I’m happy now at least I can play Resident evil 4 with Atmos !! :)

But doesn’t that disable HDR? If so, I have a Sony OLED and I’m not disabling HDR just because Sonos insists on avoiding the elephant in the room.

P

Paul Tsang

Enthusiast II

Turning off Auto HDR on series X does make the pop go away . I’m happy now at least I can play Resident evil 4 with Atmos !! :)

But doesn’t that disable HDR? If so, I have a Sony OLED and I’m not disabling HDR just because Sonos insists on avoiding the elephant in the room.

Auto HDR is only for games that are not HDR compatible such as xbox one games . Old generation games

K

KrylonBlue

Enthusiast II

Turning off Auto HDR on series X does make the pop go away . I’m happy now at least I can play Resident evil 4 with Atmos !! :)

But doesn’t that disable HDR? If so, I have a Sony OLED and I’m not disabling HDR just because Sonos insists on avoiding the elephant in the room.

Auto HDR is only for games that are not HDR compatible such as xbox one games . Old generation games

Ah, well in that case I already disabled that and still suffered from the popping.

K

KrylonBlue

Enthusiast II

To add to that. Under video modes I have selected:

allow 50hz

allow 24hz

allow auto low latency mode

allow variable refresh rate

allow ycc 4:2:2

allow 4k

allow hdr 10

T

TheFlamesFan

Enthusiast II

Turning off Auto HDR on series X does make the pop go away . I’m happy now at least I can play Resident evil 4 with Atmos !! :)

But doesn’t that disable HDR? If so, I have a Sony OLED and I’m not disabling HDR just because Sonos insists on avoiding the elephant in the room.

Auto HDR is only for games that are not HDR compatible such as xbox one games . Old generation games

Ah, well in that case I already disabled that and still suffered from the popping.

Are you using Dolby vision? Do you get popping only when you return to the Home Screen or is it in game?

P

Paul Tsang

Enthusiast II

Turning off Auto HDR on series X does make the pop go away . I’m happy now at least I can play Resident evil 4 with Atmos !! :)

But doesn’t that disable HDR? If so, I have a Sony OLED and I’m not disabling HDR just because Sonos insists on avoiding the elephant in the room.

Auto HDR is only for games that are not HDR compatible such as xbox one games . Old generation games

Ah, well in that case I already disabled that and still suffered from the popping.

Are you using Dolby vision? Do you get popping only when you return to the Home Screen or is it in game?

I get popping only in the game , and I don’t use Dolby vision for gaming as my Sony Oled don’t support Dolby vision plus VRR mode

P

Paul Tsang

Enthusiast II

Nevermind it popped again after 15 mins playing resident evil. Maybe need to check and then uncheck auto hdr then restart console to make it work each time

K

KrylonBlue

Enthusiast II

I just started playing Star Wars Jedi: Fallen Order and my speaker popped again.

Cmon Sonos, I demand an update on when I can use Atmos because as of now I just disabled it. This is unacceptable!

P

Paul Tsang

Enthusiast II

It totally ruined the whole experience . It’s basically buying an Atmos product but then it’s not . It’s so ridiculous . Someone should provide us an update . It should just be a clear message , able to fix or not ? If not then I’m selling all my equipments . @Corry P , please provide update report from engineer , thanks

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KrylonBlue

Enthusiast II

To be fair they sold this as an Atmos product. If they don’t provide a working product based on their intended product purpose we’re all due a full refund for anything we’ve purchased.

Sonos, this is the time to be open with your customers. We have supported you but I cannot continue to accept a product that’s priced for its Atmos capabilities when it can’t even be used due to either faulty hardware or software issues.

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