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

Shocker…

As someone with an Arc + Sub + 2x Era 300 I refuse to disable Atmos as that’s the whole reasoning for my setup.

Sonos support has been useless here. I am not giving up on my Xbox or Apple TV. This issue needs a fix today. Screw their “performance and stability updates” that fix things I’ve never noticed. I need it to fix the biggest issues plaguing them.

I should have bought Bose

Edit: I called Sonos and they’re adamant that their engineers are looking into it and she took my information. I don’t expect much but she did call me back 20 minutes later to ask me what model TV I have (Sony A80J) and if I’m using eARC which I am. They also took my address because they may want to send me a replacement which I’m okay with even though I doubt that’s the issue.

W

William_61

Enthusiast II

Shocker…

As someone with an Arc + Sub + 2x Era 300 I refuse to disable Atmos as that’s the whole reasoning for my setup.

Sonos support has been useless here. I am not giving up on my Xbox or Apple TV. This issue needs a fix today. Screw their “performance and stability updates” that fix things I’ve never noticed. I need it to fix the biggest issues plaguing them.

I should have bought Bose

Edit: I called Sonos and they’re adamant that their engineers are looking into it and she took my information. I don’t expect much but she did call me back 20 minutes later to ask me what model TV I have (Sony A80J) and if I’m using eARC which I am. They also took my address because they may want to send me a replacement which I’m okay with even though I doubt that’s the issue.

Can I ask how long you’ve had your Arc? I was a very early adopter. When I’ve called and asked for replacement, they tell me it’s out of warranty.

K

KrylonBlue

Enthusiast II

Shocker…

As someone with an Arc + Sub + 2x Era 300 I refuse to disable Atmos as that’s the whole reasoning for my setup.

Sonos support has been useless here. I am not giving up on my Xbox or Apple TV. This issue needs a fix today. Screw their “performance and stability updates” that fix things I’ve never noticed. I need it to fix the biggest issues plaguing them.

I should have bought Bose

Edit: I called Sonos and they’re adamant that their engineers are looking into it and she took my information. I don’t expect much but she did call me back 20 minutes later to ask me what model TV I have (Sony A80J) and if I’m using eARC which I am. They also took my address because they may want to send me a replacement which I’m okay with even though I doubt that’s the issue.

Can I ask how long you’ve had your Arc? I was a very early adopter. When I’ve called and asked for replacement, they tell me it’s out of warranty.

March 25th, 2022 was delivery day. I set it up when I moved in to my new home on April 23rd, 2022.

If the issue is indeed hardware, which I’ve yet to see any indication of such, they need to replace every one regardless of the purchase date. This is happening to newer and older units alike so whatever the solution is they’ll need to eat the cost.

In my case I didn’t ask for a replacement. She called me back and stated that they may want to send me one as it could be hardware related. I should hear back in 24-48 hours.

They wanted to go over troubleshooting steps with me but I shut them down quickly saying I’ve tried everything already. I quickly informed them that I’m an advanced home theater installer (I do simple set ups to the expensive projector/audio setups) and can troubleshoot without instruction.

I simply told her that I have a full Atmos setup that requires the Atmos to work properly. I’m not sure if a replacement would be sent based on my continued support and because I have Era 300 which are Atmos and a failed Soundbar ruins that. Who really knows what Sonos thinks here. I just want it fixed for us all.

K

KrylonBlue

Enthusiast II

Quick question

Is everyone using the HDMI Cable that came with their Sonos? I highly doubt this would cause the issue but just thinking outside the box.

A

Abo116

Lyricist III

Quick question

Is everyone using the HDMI Cable that came with their Sonos? I highly doubt this would cause the issue but just thinking outside the box.

No I don’t. All my devices are connected with the following HDMI cable:

4m 8K HDMI Kabel 2.1-8K@60Hz 4K @... https://www.amazon.de/dp/B08GL1C4N3?ref=ppx_pop_mob_ap_share

B

blunderdome

Enthusiast I

Just a thought, has anyone tried to get any of the tech sites to cover this? I’m thinking like Ars Technica or the like. Some additional pressure and eyes on the issue might help get the ball rolling on this.

K

KrylonBlue

Enthusiast II

Just a thought, has anyone tried to get any of the tech sites to cover this? I’m thinking like Ars Technica or the like. Some additional pressure and eyes on the issue might help get the ball rolling on this.

I have not.

I was contacted by Sonos Level 2 Support regarding this.

“Hello Stephen,

This is Bryan from Sonos Level 2 Support. I received your case. This case will be escalated to our Engineering team for further investigation, but I need to ask you a question first: What audio format are you playing when you experience these screeching sounds in your Sonos Arc (PCM, Dolby Digital, Dolby Atmos...)?

I will be eagerly awaiting your answer.”

I let them know that it’s only when Atmos is in use and even linked them to this ongoing discussion. I also sent them the video one user posted above showing the issue at hand.

T

TheFlamesFan

Enthusiast II

Just a thought, has anyone tried to get any of the tech sites to cover this? I’m thinking like Ars Technica or the like. Some additional pressure and eyes on the issue might help get the ball rolling on this.

I have not.

I was contacted by Sonos Level 2 Support regarding this.

“Hello Stephen,

This is Bryan from Sonos Level 2 Support. I received your case. This case will be escalated to our Engineering team for further investigation, but I need to ask you a question first: What audio format are you playing when you experience these screeching sounds in your Sonos Arc (PCM, Dolby Digital, Dolby Atmos...)?

I will be eagerly awaiting your answer.”

I let them know that it’s only when Atmos is in use and even linked them to this ongoing discussion. I also sent them the video one user posted above showing the issue at hand.

Basic Questions like this two years in is pretty darn comical at this point. Right hand isn’t talking to the left. Makes you wonder if engineering are even spending time on a fix. None of Sonos blanket silence passes the smell test here

W

William_61

Enthusiast II

Just a thought, has anyone tried to get any of the tech sites to cover this? I’m thinking like Ars Technica or the like. Some additional pressure and eyes on the issue might help get the ball rolling on this.

I have not.

I was contacted by Sonos Level 2 Support regarding this.

“Hello Stephen,

This is Bryan from Sonos Level 2 Support. I received your case. This case will be escalated to our Engineering team for further investigation, but I need to ask you a question first: What audio format are you playing when you experience these screeching sounds in your Sonos Arc (PCM, Dolby Digital, Dolby Atmos...)?

I will be eagerly awaiting your answer.”

I let them know that it’s only when Atmos is in use and even linked them to this ongoing discussion. I also sent them the video one user posted above showing the issue at hand.

The fact that Sonos support still acts completely surprised by this issue and asking these same questions every time is mind blowing. I stopped calling many months ago cause the first question was always the same… ‘is your Arc plugged in correctly?’ 🤷‍♂️

K

KrylonBlue

Enthusiast II

For real…

I am not expecting much but I am trying anyway.

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