Contributor I

Sonos Arc loud pop then audio loss

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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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TheFlamesFan

Enthusiast II

@ProfessorFrag

So I’m still not sure, personally speaking, that this issue is entirely down to Sonos and hopefully I am free to express that personal view in the thread here as there is evidence in the posts that the same/similar popping noise has been encountered on other brands of Soundbar/Receiver whilst playing LPCM uncompressed Atmos audio from an Apple TV 4K and/or Xbox.

This is the statement I can’t get behind. When I search for non Sonos soundbars with popping sounds I get results, but none of them describe the sound as a gunshot pop. To mean there is a varying context that needs to be applied here when people describe “popping”.

If someone can provide a video showing the exact type of pop sound being produced by a non-Sonos soundbar I will back down from my stance. But from my research this is a Sonos issue alone

Thats not to say that upstream needs to make changes as well, and maybe Sonos hardware produces this sound where other soundbars are able to handle it far more gracefully (perhaps catching the exception and pre-muting) but I think there is a fix on multiple ends here that is needed for a permanent resolution

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ProfessorFrag

Enthusiast II

@Ken_Griffiths for the record, I trust you. Thank you explaining that you have no conflict.

I had a growing impression. I felt it was time to clear the air. Both of you have done that. As much as I may disagree with your assessment of the Sonos Pop, you have been generous and are acting in good faith.

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Cord

Enthusiast I

Just to add I also own an LG SN7Y which I have tested with and connected using the same hdmi cables using the same items for testing and there is no popping or sound dropouts with Dolby Atmos.

Reinstall the Sonos and back to issues.

M

misterstaggs

Lyricist III

For those of us not really interested in combing through 35 pages of this, is there a solution or anything that needs to be done for anyone who experiences this issue?

I’ve had my Arc since launch with no issues ever, and just started seeing this issue relatively often

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ProfessorFrag

Enthusiast II

For those of us not really interested in combing through 35 pages of this, is there a solution or anything that needs to be done for anyone who experiences this issue?

I’ve had my Arc since launch with no issues ever, and just started seeing this issue relatively often

I’m sorry to hear you’ve been affected. Once the Sonos Pop has struck, there is no way to go back.

Some of us have had success with keeping it from triggering by disabling certain features on our devices. Unfortunately there isn’t one approach of that that’s worked for everyone. We just know too little.

What are all the devices you use?

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KrylonBlue

Enthusiast II

For those of us not really interested in combing through 35 pages of this, is there a solution or anything that needs to be done for anyone who experiences this issue?

I’ve had my Arc since launch with no issues ever, and just started seeing this issue relatively often

I’m sorry to hear you’ve been affected. Once the Sonos Pop has struck, there is no way to go back.

Some of us have had success with keeping it from triggering by disabling certain features on our devices. Unfortunately there isn’t one approach of that that’s worked for everyone. We just know too little.

What are all the devices you use?

That’s the strangest part. I was able to play Forza Horizon 5 for more than a year without a single pop. I was able to play any game for that matter but that was my most played. Now every single game creates a pop each time.

My Apple TV even with Atmos still activated doesn’t yet. But once it starts to do so it’ll likely never stop. I disabled Atmos on my Xbox and it still sounds great but it’s not what I paid for!

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scotsman1000

Trending Lyricist I

Wait. If using the HDFury Arcana fixes the issue, doesn’t that mean the issue isn’t in the Sonos, but in the TV itself?

I doubt it. The thread has people with all brands of TVs having the issue. Also, most people have their TV set to passthrough, so the TV shouldn’t really be doing anything (as I understand it at least).

I use an HDFury arcana, epson projector, appleTV and Arc. No TV. Pops all the time…so no fix for me.

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ProfessorFrag

Enthusiast II

Pops with an Arcana? Thanks for contributing that information!

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scotsman1000

Trending Lyricist I

Pops with an Arcana? Thanks for contributing that information!

Yep. Been doing it for ages. I find resetting everything lowers the frequency of the pops and allows me to get through a movie, but weirdly it starts again after a while. I have taken to power cycling my arc before powering everything up which is the best solution I have found.

Only with Dolby atmos content of course. Otherwise sounds great.

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Technical Recruiter

Contributor II

Any update on the Pop? Lg c2 with Xbox seriesX and era 300s. Getting pop when playing Dolby atmos on series x

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