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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scotsman1000

Trending Lyricist I

Gosh it’s disappointing to come back to this thread after so long and still see no fixes or transparency. After each system update I hope for improvement but nothing. My simple set up (Sonos Arc plus AppleTV) sounds great playing Atmos content until the damn gunshot and loss of sound. I was trying to watch the Mandolorian with my kids and it was happening every few minutes. We gave up in the end.

Here’s a video of it happening just now: Popping and loss of sound

In the past the frequency of “pops” seems to lessen when I unplug the Sonos and everything else, and then reconnect before I watch anything. Oddly tonight it started popping almost immediately.

Haven’t investigated the CEC fix but seems an odd one to me.

sigh.

T

TheFlamesFan

Enthusiast II

I've only had the problem with my Xbox Series X so far and I've had it a number of times. Today I was able to reproduce it every time I played Forza 5 and then went to the dashboard. A few seconds later there was a loud bang and the LED on the arc burned orange. So I decided to turn off Dolby Vision because I've also read this here in the chat that it's supposed to help. I couldn't believe it, but in the Xbox settings I just unchecked "allow dolby vision" and "dolby vision for gaming" and since then I haven't been able to reproduce the problem. maybe it's just a coincidence, but when I had Dolby Vision active, the bang came every time in connection with Atmos. But this means doing without Dolby Vision and “only” using HDR10.

This has worked for me without fail. Remember that there aren’t very many games that natively support DV, so to me most games really dont do much more than HDR does anyway. Atmos sound is far more valuable to have than DV at this stage

K

KrylonBlue

Enthusiast II

I've only had the problem with my Xbox Series X so far and I've had it a number of times. Today I was able to reproduce it every time I played Forza 5 and then went to the dashboard. A few seconds later there was a loud bang and the LED on the arc burned orange. So I decided to turn off Dolby Vision because I've also read this here in the chat that it's supposed to help. I couldn't believe it, but in the Xbox settings I just unchecked "allow dolby vision" and "dolby vision for gaming" and since then I haven't been able to reproduce the problem. maybe it's just a coincidence, but when I had Dolby Vision active, the bang came every time in connection with Atmos. But this means doing without Dolby Vision and “only” using HDR10.

This has worked for me without fail. Remember that there aren’t very many games that natively support DV, so to me most games really dont do much more than HDR does anyway. Atmos sound is far more valuable to have than DV at this stage

I’m glad it works for you. As I mentioned above it happens with HDR10 without fail every time in my case.

Sonos needs to fix this nonsense

A

Abo116

Lyricist III

I've only had the problem with my Xbox Series X so far and I've had it a number of times. Today I was able to reproduce it every time I played Forza 5 and then went to the dashboard. A few seconds later there was a loud bang and the LED on the arc burned orange. So I decided to turn off Dolby Vision because I've also read this here in the chat that it's supposed to help. I couldn't believe it, but in the Xbox settings I just unchecked "allow dolby vision" and "dolby vision for gaming" and since then I haven't been able to reproduce the problem. maybe it's just a coincidence, but when I had Dolby Vision active, the bang came every time in connection with Atmos. But this means doing without Dolby Vision and “only” using HDR10.

This has worked for me without fail. Remember that there aren’t very many games that natively support DV, so to me most games really dont do much more than HDR does anyway. Atmos sound is far more valuable to have than DV at this stage

I’m glad it works for you. As I mentioned above it happens with HDR10 without fail every time in my case.

Sonos needs to fix this nonsense

As I said, I have to test this over a longer period of time, but yesterday evening it banged continuously with Dolby Vision and atmos and after I switched to HDR it didn't anymore. I have tested with HDR for a maximum of 30 minutes so far.

A

Abo116

Lyricist III

I've only had the problem with my Xbox Series X so far and I've had it a number of times. Today I was able to reproduce it every time I played Forza 5 and then went to the dashboard. A few seconds later there was a loud bang and the LED on the arc burned orange. So I decided to turn off Dolby Vision because I've also read this here in the chat that it's supposed to help. I couldn't believe it, but in the Xbox settings I just unchecked "allow dolby vision" and "dolby vision for gaming" and since then I haven't been able to reproduce the problem. maybe it's just a coincidence, but when I had Dolby Vision active, the bang came every time in connection with Atmos. But this means doing without Dolby Vision and “only” using HDR10.

This has worked for me without fail. Remember that there aren’t very many games that natively support DV, so to me most games really dont do much more than HDR does anyway. Atmos sound is far more valuable to have than DV at this stage

I’m glad it works for you. As I mentioned above it happens with HDR10 without fail every time in my case.

Sonos needs to fix this nonsense

As I said, I have to test this over a longer period of time, but yesterday evening it banged continuously with Dolby Vision and atmos and after I switched to HDR it didn't anymore. I have tested with HDR for a maximum of 30 minutes so far.

has unfortunately settled again. Just as Forza 5 went into the game, there was a loud bang... Whether it's HDR or Dolby Vision, it doesn't matter.

K

KrylonBlue

Enthusiast II

I've only had the problem with my Xbox Series X so far and I've had it a number of times. Today I was able to reproduce it every time I played Forza 5 and then went to the dashboard. A few seconds later there was a loud bang and the LED on the arc burned orange. So I decided to turn off Dolby Vision because I've also read this here in the chat that it's supposed to help. I couldn't believe it, but in the Xbox settings I just unchecked "allow dolby vision" and "dolby vision for gaming" and since then I haven't been able to reproduce the problem. maybe it's just a coincidence, but when I had Dolby Vision active, the bang came every time in connection with Atmos. But this means doing without Dolby Vision and “only” using HDR10.

This has worked for me without fail. Remember that there aren’t very many games that natively support DV, so to me most games really dont do much more than HDR does anyway. Atmos sound is far more valuable to have than DV at this stage

I’m glad it works for you. As I mentioned above it happens with HDR10 without fail every time in my case.

Sonos needs to fix this nonsense

As I said, I have to test this over a longer period of time, but yesterday evening it banged continuously with Dolby Vision and atmos and after I switched to HDR it didn't anymore. I have tested with HDR for a maximum of 30 minutes so far.

has unfortunately settled again. Just as Forza 5 went into the game, there was a loud bang... Whether it's HDR or Dolby Vision, it doesn't matter.

I’m sorry to hear that.

Not that I’m willing to disable HDR but has anyone experienced this with SDR?

A

ararekid

Lyricist II

updated my Apple TV 4K to tvOS 17… so far no popping… let us pray 🙏

K

KrylonBlue

Enthusiast II

updated my Apple TV 4K to tvOS 17… so far no popping… let us pray 🙏

Beta?

A

Abo116

Lyricist III

updated my Apple TV 4K to tvOS 17… so far no popping… let us pray 🙏

I would be happy for you, but I don't think tvOS17 will change anything. I think Sonos needs to do something here. It really just seems to be about Dolby Atmos MAT and they should find the bug. Because Dolby Atmos (DD+) works perfectly.

A

ararekid

Lyricist II

updated my Apple TV 4K to tvOS 17… so far no popping… let us pray 🙏

I would be happy for you, but I don't think tvOS17 will change anything. I think Sonos needs to do something here. It really just seems to be about Dolby Atmos MAT and they should find the bug. Because Dolby Atmos (DD+) works perfectly.

You're right cause my PS5 plays DD+ blurays with no issue.

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