Contributor I

Sonos Arc loud pop then audio loss

Forum|Forum|5 years ago
December 8, 2020
1202 replies
90685 views

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.

Show previous replies

D

denlarries

Lyricist I

I have the same problem.
It happened to me twice, for the moment, while watching a movie on my AppleTV.

diagnostic : 878538476

J

Julian Cross

Trending Lyricist I

Just happened to me. LG G1 and Series X. Just in the middle of playing Psyconaughts 2 and then loud bang followed by no sound. Switching input brought the sound back. Scary.

Airgetlam

Did you submit a diagnostic, and contact Sonos directly?

Bruce

P

ProfessorFrag

Enthusiast II

I have been having this issue too. Happens a couple of times a week, both on Apple TV 4K and Xbox One Series X. Very annoying. Downright embarrassing when guests are over.

It’s so loud, the first time I thought a big piece of furniture had fallen over somewhere.

S

Sherryar

Trending Lyricist I

I too am experiencing this issue. There’s a loud pop / bang noise and then the Sonos Arc stops outputting sound. I have to switch sources and back for it to work again. Really troubling and I fear something is wrong with the hardware. I bought this earlier this year. Has the cause been identified yet?

EDIT: I notice it happens a lot when I start playing on my Xbox Series X. Also got an Apple TV 4K and sometimes it’s happened there as well I think.

It sounds very much like a gunshot - very loud. I just read some of the feedback on this thread about taking a video recording - I find that to be very unhelpful since how am I supposed to know when this will happen? It appears to be quite random!

P

ProfessorFrag

Enthusiast II

After months of this problem, I just had an occurrence of the bang that might shed some light on the problem!

It just happened while the Apple TV 4K was on screensaver. I.e., there was no sound playing whatsoever for minutes and then out of nowhere: BANG!

This makes me think it’s a Sonos Arc problem and not related to the sound source.

Airgetlam

Then submit a diagnostic within ten minutes of the occurrence and contact Sonos directly with the number of that diagnostic. If the cause is the Arc, it should show up as an issue in the diagnostic. Sonos then would have the opportunity to not only understand what the issue is, but hopefully be able to assist you in fixing the issue. Anecdotal discussion provides no hard data for them to confirm anything.

As an alternate viewpoint, this does not ever happen on either of the two Sonos Arc devices I have, which suggests, from a logical perspective, one of two things. Either the signal is being sent by the TV to the Arc across HDMI ARC, or there is some failure in your particular Arc, neither of which can be traced by mere text discussion. The diagnostic, presented to Sonos and discussed would be the optimum course of action.

Bruce

S

Sherryar

Trending Lyricist I

Then submit a diagnostic within ten minutes of the occurrence and contact Sonos directly with the number of that diagnostic. If the cause is the Arc, it should show up as an issue in the diagnostic. Sonos then would have the opportunity to not only understand what the issue is, but hopefully be able to assist you in fixing the issue. Anecdotal discussion provides no hard data for them to confirm anything.

As an alternate viewpoint, this does not ever happen on either of the two Sonos Arc devices I have, which suggests, from a logical perspective, one of two things. Either the signal is being sent by the TV to the Arc across HDMI ARC, or there is some failure in your particular Arc, neither of which can be traced by mere text discussion. The diagnostic, presented to Sonos and discussed would be the optimum course of action.

Hi I also have the same issue - please advise how do I send you the diagnostic data? What do I need to do? Thanks!

Airgetlam

Fair enough, let me supply a link to the FAQ: submit a system diagnostic

Bruce

Airgetlam

Oh, and after submitting, you should call Sonos Support to discuss it.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.

Bruce

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