Sonos Arc loud pop then audio loss

Fantastic job RC12

One additional thing to consider in your write-up, that even though the TV passes through the audio signal, it acting as middle man still needs to do work particularly when changing the audio format.  
 

My personal experience only has popping on the SeriesX when I return to the Home Screen, never during gameplay.  This says to me that the renegotiation of the new audio format has something to do with it.  I am also part of the minority that has seen popping completely relieved when deactivating Dolby Vision as a companion and I’m honestly not sure if that points to CEC, or HDMI bandwidth limitations during renegotiation.  If it helps I have had two TVs which produce the same effect.  One a LG C1 which only has a 40gbps HDMI port and the other was a Sony x900 who has a completely botched 4K/120 implementation due to bandwidth.  I do play on 4K/120 and to be honest I have never tested to see if I get the pop on 4K/60 or 1080p/120 formats.

All of this information might not matter, but ive never ruled out the TV being the middle man as a potential source of the problem.  With such a detailed and well researched writeup, it probably deserves at least a snippet as I see it being passed around the internet

Again congrats on the write-up.  Probably the best post we have seen on this issue

Further to this, wondering how many other sound bar / reciever users use their TV as a passthrough mechanism.  When looking at the specs of them generally the devices connect directly to them opposed to using the eARC on behalf of all HDMI ports.  
 

This obviously is a discussion we have never had with the Arc / Beam only having a single inout HDMI allowing only a passthrough configuration but it could be why other soundbars / receivers seem unaffected

My god the amount hubris…. I can’t even reply to this absolute nonsense. 

As it stands now the end user is suffering and Sonos seem unable to fix the issue. Perhaps they are hoping that Apple and Microsoft can fix it for them, Or LG,Samsung,Sony and other TV brands fix it for them.Or maybe they are hoping that Dolby themselves will fix it for them.

Currently ARC owners may as well just be using a Playbar and Beam Gen 2 owners may as well be using the Gen 1 as we cannot really use Atmos. Now I own both the Apple TV 4K and the Xbox Series X and it really is an unacceptable end user experience.

It really is time this problem is sorted out or simply refund us for our purchase so we can move on to something that does work. 

Sonos has been telling us for 3 years that they can’t reproduce this Arc Atmos BANG issue in their labs. An issue and topic of probably their largest complaint thread on the Sonos Community ever.

I know it sounds crazy and would never happen, but if Sonos was truly interested into getting to the bottom of something they can’t replicate, why not find 3 users who’d be willing to sell their TV, Apple TV, XBox & Arc sets ups to them? Sonos could then have the set ups professionally packed & shipped to their labs? They could then do all the BANG testing they’d ever need. Could be the best $20K their R&D ever spent and could finally put this issue to bed. 

You’d think they would be able to find out what’s going on based on the diagnostics we’ve all sent them. A month ago I was told they were looking into it yet here we are and their support that reached out to me has been avoiding me now. 

Believing that load of nonsense is the same as believing the story that it’s the front end supports first time hearing about this issue.  Sonos knows exactly what’s going on and how to produce it.  

Thank you all for the support (special shout out to @professorfang who has been quite active on this issue). 

I think that’s a great point @TheFlamesFan - I certainly think it is reasonable to consider any part of the chain from MAT encoding at the streaming device through to the decode process at the Arc/Beam in the spirit of keeping an open mind and trying to legitimately solve this issue. That said, if reports from other users that this persists when using the 4K Arcana, it makes me a little bit more hesitant to attribute this to pass-through issues with the TV, as from my understanding, that device is as close to a gold-standard for passing through all formats of audio via HDMI. Again, if Sonos made any effort whatsoever to share information gleaned from the litany of diagnostics we have sent in over the last three years, perhaps we wouldn’t be forced to speculate as much.

I would also add one more point - even IF this is an issue that is not related to how Sonos decodes MAT and handles that content (be it upstream issues with eARC and/or CEC (when enabled) or errors in timing from BOTH the XBox and ATV encode process with MAT), Sonos still could make changes in how these errors are handled. I would far prefer if there were brief audio drops when there are decoding/processing errors with the Arc/Beam as opposed to a MASSIVE gunshot sound that wakes up my entire house, scares me to death, and makes me worried it might ultimately blow out a speaker. It would be an incremental, though substantive improvement if Atmos content did not result in such a catastrophic breakdown specific to Sonos products. I’m scared to even enable Atmos to do testing because the noise is so loud that I’m on edge the entire time (don’t even get me started on the terror it induces for our cats).

Couldn't agree more, perhaps other soundbars have had the same issue and have far superior exception handling routines over Sonos and are able to gracefully recover without hinting to the user that something is wrong.  

I think the community would welcome that fix if it were at all possible

You know, it didn’t even occur to me that this should be the case but now that you’ve said it, it seems obvious.

Sonos, please AT A MINIMUM make this happen.