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samro1094
Contributor I
December 8, 2020

Sonos Arc loud pop then audio loss

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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    Cleary
    Lyricist III
    July 31, 2023

    Apparently Sony dropped a beta update today for the PS5 to enable Dolby Atmos for games. Anyone have access to the beta and has been able to test if the popping issue is prevalent on the PS5? 

    Will definitely try once I have access to the beta. PS5 doesn’t have Dolby Vision (should that be involved in the Dolby Atmos pop), but will be eager to test regardless. 

    I believe they’re using Atmos to power their 3D Audio. If it’s not MAT format we won’t see any issues. I’m hoping for the best because I’d love to use my PS5 with Atmos when Spider-Man 2 arrives

    Agreed. 

    Paul Tsang
    Enthusiast II
    August 1, 2023

    I’m a PS5 beta tester , and I can confirm loud pop also exist on the ps5 atmos . I was playing god of war Ragnarok once it loaded to the main menu loud pop occurred . Same as Xbox series X . Now more users will notice this is the problem in the future hopefully this will get more people to voice up and complain. Push Sonos to make this an official problem and get their ass to fix this damn issue . It’s very very very  frustrating !!!

     

      blunderdome
      Enthusiast I
      August 1, 2023

      I’m a PS5 beta tester , and I can confirm loud pop also exist on the ps5 atmos . I was playing god of war Ragnarok once it loaded to the main menu loud pop occurred . Same as Xbox series X . Now more users will notice this is the problem in the future hopefully this will get more people to voice up and complain. Push Sonos to make this an official problem and get their ass to fix this damn issue . It’s very very very  frustrating !!!

       

      Damn, that’s * news.  Thanks for testing it out.

      LPCM is still an option, though, right?

       

      Moderator Note: Modified in accordance with the Community Code of Conduct.*

      Paul Tsang
      Enthusiast II
      August 1, 2023

      Yup LPCM option still there . I been doing some test , when I’m playing final fantasy 16 on VRR which is 48-60hz then no pop at all but when I switch back to god of war Ragnarok running VRR 48-120hz then loud pop occurs . Now we know 120hz is the problem that causing the pop . Just like the Xbox series X

        blunderdome
        Enthusiast I
        August 1, 2023

        Yup LPCM option still there . I been doing some test , when I’m playing final fantasy 16 on VRR which is 48-60hz then no pop at all but when I switch back to god of war Ragnarok running VRR 48-120hz then loud pop occurs . Now we know 120hz is the problem that causing the pop . Just like the Xbox series X

        That’s actually really encouraging.  Hopefully others can recreate and confirm once the update goes live and Sonos can use that as a jumping off point to finally resolve this.

          Abo116
          Lyricist III
          August 1, 2023

          But that means that the PS5 also runs with MAT Dolby Atmos. Anything else would have surprised me too. DD+ Dolby Atmos is only used by streaming providers like Netflix and Disney+, right?

          TheFlamesFan
          Enthusiast II
          August 1, 2023

          Blunderdome, what TV hardware do you have?

          Gathered you were running 4K/120 with VRR enabled?  
           

          Paul Tsang, same question to you?

          blunderdome
          Enthusiast I
          August 1, 2023

          Blunderdome, what TV hardware do you have?

          Gathered you were running 4K/120 with VRR enabled?  
           

          Paul Tsang, same question to you?

          LG C2, so yeah, 4K/120 +VRR.

          Edit: Note that I do not have the PS5 beta firmware and haven’t tested on it.

          ProfessorFrag
          Enthusiast II
          August 1, 2023

          Yup LPCM option still there . I been doing some test , when I’m playing final fantasy 16 on VRR which is 48-60hz then no pop at all but when I switch back to god of war Ragnarok running VRR 48-120hz then loud pop occurs . Now we know 120hz is the problem that causing the pop . Just like the Xbox series X

          I, and many others, have experienced the pop at 60 Hz on Apple TV. I have also experienced the pop at 60 Hz on Xbox. The Sony 900H has an issue with 120 Hz where it lowers the vertical resolution to 1080, not the only TV model to do this, so I would play at 4K60 with VRR without Dolby Vision. Still pops when enabling Atmos. 

          Paul Tsang
          Enthusiast II
          August 1, 2023

          Blunderdome, what TV hardware do you have?

          Gathered you were running 4K/120 with VRR enabled?  
           

          Paul Tsang, same question to you?

          Sony A90J tv , 120hz VRR . I have no issue on Apple TV , I heard changing setting on the Apple TV to match content to dynamic range and frame rate then the pop won’t happens

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