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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ararekid

Lyricist II

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

Beta?

yup

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ararekid

Lyricist II

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

Nevermind.. its back with a vengeance… back to 4k Firestick I go 😩

K

KrylonBlue

Enthusiast II

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

Nevermind.. its back with a vengeance… back to 4k Firestick I go 😩

Im actually a bit relieved as Xbox also acts up and if it’s on their end I’d say there’s zero hope of a fix.

Well, time for Sonos to step it up.

Engineers are paid the big bucks. Time to earn it.

Airgetlam

Especially if it is not a Sonos issue, but something upstream sending a ‘pop’ signal to Sonos, which is just playing it as instructed to by the CEC system / decoder in the TV set, or the MAT encoder in the device itself.

Come on, Sonos, you have control over all the other companies in the world that are part of the CEC alliance, and control their engineering time, right?

Bruce

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KrylonBlue

Enthusiast II

Especially if it is not a Sonos issue, but something upstream sending a ‘pop’ signal to Sonos, which is just playing it as instructed to by the CEC system / decoder in the TV set, or the MAT encoder in the device itself.

Come on, Sonos, you have control over all the other companies in the world that are part of the CEC alliance, and control their engineering time, right?

Stop making excuses for them.

Sonos released a product that isn’t capable of handling a format of Atmos that is used by two or more of the largest devices on the market. We’re not talking about some off the wall streaming box but rather an Xbox and Apple TV. If Sonos is going to sell an Atmos enabled product they must work as an Atmos enabled product as a whole.

You are defending a company that hasn’t even come out and said what is going on. They won’t say if it’s on their end or someone else’s publicly. They released Atmos speakers (Era 300) knowing all about these issues yet still no mention as to what’s going on.

This is on Sonos. As a home theater installer I’ve had several clients call me regarding their Atmos system making a loud popping noise. Every single one of them is using Sonos. Not one of my clients using Bose, Samsung, Sony or LG have complained and many have an Xbox or Apple TV. I’ve also never heard from clients with high end receivers running an Atmos setup.

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MommaGoose

Contributor I

Welp. Just started having popping issues with my arc. Started with a few very loud pops during the Apple Keynote, which to no surprise, was using Dolby. Have also started having this when using Xbox, which according to this thread is also not surprising. Really disappointed, as I have only had it for a few months now and never had any issues during the return period.

My setup includes:

- Arc + Symfonisk Surrounds + Sub Mini
- LG C2 OLED
- Apple TV & Xbox Series S

I tried turning off CEC and power cycling with the TV and Apple TV, which seemed to help for a while. But came back on the Xbox as soon as I switched over. Guess I will also disable CEC on the Xbox and try again.

It's wild that this has been going on for so long with no solution. Makes me kind of regret getting into Sonos, after loving it for so long.

L

LuiG

Enthusiast I

Tomorrow is the 3 year anniversary of the Sonos Arc. At this point, I’m chalking this up as an inherent design flaw of the Arc and that this issue won’t be resolved until the release of the Arc 2. If it hasn’t been fixed by now, it probably never will…

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Abo116

Lyricist III

Tomorrow is the 3 year anniversary of the Sonos Arc. At this point, I’m chalking this up as an inherent design flaw of the Arc and that this issue won’t be resolved until the release of the Arc 2. If it hasn’t been fixed by now, it probably never will…

Unfortunately, that's exactly how I see it. I really don’t know what I should do. I'm on the verge of selling all Sonos products, simply because I don't think Sonos is bothered to solve the problem.

L

LuiG

Enthusiast I

Tomorrow is the 3 year anniversary of the Sonos Arc. At this point, I’m chalking this up as an inherent design flaw of the Arc and that this issue won’t be resolved until the release of the Arc 2. If it hasn’t been fixed by now, it probably never will…

Unfortunately, that's exactly how I see it. I really don’t know what I should do. I'm on the verge of selling all Sonos products, simply because I don't think Sonos is bothered to solve the problem.

I don’t blame you for thinking about selling. I still enjoy my Sonos system overall, but having deficiencies when watching Atmos content is very disappointing.

K

KrylonBlue

Enthusiast II

Tomorrow is the 3 year anniversary of the Sonos Arc. At this point, I’m chalking this up as an inherent design flaw of the Arc and that this issue won’t be resolved until the release of the Arc 2. If it hasn’t been fixed by now, it probably never will…

Maybe.

But if that’s true they sold a product as Atmos certified only for it to be incapable of doing so. I don’t care if it only has issues with MAT. It’s their responsibility to release a product that works as described. It doesn’t say “incompatible with MAT” which puts them as the accountable party in these issues if it cannot be fixed.

The funny part is I have yet to experience this on an Apple TV 4K even when using Dolby Vision and Atmos on both my Arc and Gen 2 Beam. It’s only been my Xbox. I’m sure it’ll happen on my Apple TV soon enough but I don’t understand why I’ve had the issue with Xbox but not Apple yet.

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