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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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    mrblaise
    Lyricist III
    May 21, 2023

    If you're experiencing a loud pop followed by audio loss on your Sonos Arc soundbar, it could be due to a few different factors. Here are some troubleshooting steps you can try:

    1. Ensure the Sonos Arc is properly connected: Check that all cables are securely plugged into their respective ports, both on the soundbar and the TV or audio source.

    2. Check the audio source: Verify that the audio source (TV, streaming device, etc.) is set to output audio to the Sonos Arc. Check the audio settings on your device and ensure it is correctly configured to send audio to the soundbar.

    3. Restart the Sonos system: Power off the Sonos Arc and any other Sonos components you have, including the Sonos app. Wait a few seconds, then power them back on. This can help resolve temporary software or connectivity issues.

    4. Update Sonos software: Ensure that your Sonos system is running the latest software version. Open the Sonos app on your mobile device or computer, go to Settings, and check for any available updates.

    5. Reset the Sonos Arc: If the issue persists, you can try performing a factory reset on the Sonos Arc. Keep in mind that this will erase any custom settings or configurations you have made on the soundbar.

    6. Contact Sonos support: If none of the above steps resolve the issue, it's recommended to reach out to Sonos customer support for further assistance. They can provide specific troubleshooting guidance or determine if there may be a hardware issue with your Sonos Arc that needs to be addressed.

    Remember to consult the Sonos user manual or support resources for detailed instructions specific to your model and setup.

     

    Regards;

    David Johson.

    Man really? Are you a bot? Have you actually read this thread? Do you really think this post added any value to this conversation at all?

      KrylonBlue
      Enthusiast II
      May 21, 2023

      I have the problem since March 2022. And I tried all the things called here. All without success.

       

      Finally I read that you should turn off trueplay and then run Dolby Atmos MAT. I wanted to try that next.

       

      I actually wonder if this is a thing. I hadn’t had a single issue until sometime after I tuned my system using TruePlay. Doubtful, but worth a try. 

      KrylonBlue
      Enthusiast II
      May 21, 2023

      If you're experiencing a loud pop followed by audio loss on your Sonos Arc soundbar, it could be due to a few different factors. Here are some troubleshooting steps you can try:

      1. Ensure the Sonos Arc is properly connected: Check that all cables are securely plugged into their respective ports, both on the soundbar and the TV or audio source.

      2. Check the audio source: Verify that the audio source (TV, streaming device, etc.) is set to output audio to the Sonos Arc. Check the audio settings on your device and ensure it is correctly configured to send audio to the soundbar.

      3. Restart the Sonos system: Power off the Sonos Arc and any other Sonos components you have, including the Sonos app. Wait a few seconds, then power them back on. This can help resolve temporary software or connectivity issues.

      4. Update Sonos software: Ensure that your Sonos system is running the latest software version. Open the Sonos app on your mobile device or computer, go to Settings, and check for any available updates.

      5. Reset the Sonos Arc: If the issue persists, you can try performing a factory reset on the Sonos Arc. Keep in mind that this will erase any custom settings or configurations you have made on the soundbar.

      6. Contact Sonos support: If none of the above steps resolve the issue, it's recommended to reach out to Sonos customer support for further assistance. They can provide specific troubleshooting guidance or determine if there may be a hardware issue with your Sonos Arc that needs to be addressed.

      Remember to consult the Sonos user manual or support resources for detailed instructions specific to your model and setup.

       

      Regards;

      David Johson.

      Man really? Are you a bot? Have you actually read this thread? Do you really think this post added any value to this conversation at all?

      I feel it added as much value to my life as an ingrown toenail. 

      KrylonBlue
      Enthusiast II
      May 21, 2023

      I have the problem since March 2022. And I tried all the things called here. All without success.

       

      Finally I read that you should turn off trueplay and then run Dolby Atmos MAT. I wanted to try that next.

       

      I actually wonder if this is a thing. I hadn’t had a single issue until sometime after I tuned my system using TruePlay. Doubtful, but worth a try. 

      I just tried it with Forza Horizon 5 and it popped within 5 seconds. 
       

      Failed experiment. 

        Abo116
        Lyricist III
        May 22, 2023

        I have the problem since March 2022. And I tried all the things called here. All without success.

         

        Finally I read that you should turn off trueplay and then run Dolby Atmos MAT. I wanted to try that next.

         

        I actually wonder if this is a thing. I hadn’t had a single issue until sometime after I tuned my system using TruePlay. Doubtful, but worth a try. 

        I just tried it with Forza Horizon 5 and it popped within 5 seconds. 
         

        Failed experiment. 

        I don't know what else to try. Maybe it's just a hardware defect that Sonos doesn't want to admit…

        KrylonBlue
        Enthusiast II
        May 22, 2023

        I have the problem since March 2022. And I tried all the things called here. All without success.

         

        Finally I read that you should turn off trueplay and then run Dolby Atmos MAT. I wanted to try that next.

         

        I actually wonder if this is a thing. I hadn’t had a single issue until sometime after I tuned my system using TruePlay. Doubtful, but worth a try. 

        I just tried it with Forza Horizon 5 and it popped within 5 seconds. 
         

        Failed experiment. 

        I don't know what else to try. Maybe it's just a hardware defect that Sonos doesn't want to admit…

        I’m not even sure. All I know is I need a fix that involves Sonos and no others because this is their issue. I don’t need to hear them blame others when the only common denominator is Atmos on Sonos. 

        mrblaise
        Lyricist III
        May 23, 2023

        Update 15.4 is available

        Schlumpf
        Schlumpf
        Virtuoso
        May 23, 2023

        Update 15.4 is available

        But doesn’t help for me… :-(

        Ralf
        KrylonBlue
        Enthusiast II
        May 23, 2023

        Update 15.4 is available

        But doesn’t help for me… :-(

        By that do you mean it still has issues?

        Schlumpf
        Schlumpf
        Virtuoso
        May 24, 2023

        Update 15.4 is available

        But doesn’t help for me… :-(

        By that do you mean it still has issues?

        Yes, after 15.4 Update still dropping atmos sound in different intervals sometimes also starting with a loud plopping. Worst if using apple tv 4k with any service playing Atmos content. 
        Playing true HD Atmos ftom BD player drops sound much less often… only one time for 30 seconds after playing without problems for half an hour before. 
        So imho Sonos has more or less problems playing atmos from different sources, but definitely it has problems. 

        Ralf
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