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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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    kdth_jhspk69
    Renowned Enthusiast I
    August 1, 2023

    Same problem with PS5 beta firmware and a Samsung Q95T connected using e-arc.

    ProfessorFrag
    Enthusiast II
    August 1, 2023

    When this PS5 firmware enabling Atmos goes public release, we’ll have a whole new influx of affected users, won’t we?

     

    @rc12 did a bang up job summarizing the problem to date. I think that’s a great reference post for new users joining our thread. We should see if we can point them to it. 
     

    Is there a way to make that post the “best answer” for this thread?

      Paul Tsang
      Enthusiast II
      August 2, 2023

      Popped again playing on PS5 with beta firmware . This time playing horizon zero dawn forbidden west. It’s so * annoying and horrible experience . Sonos get this fix now . Makes me want to rip that stupid ARC and slams it on the floor 🤬

       

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

        MikeMaster
        Lyricist II
        August 2, 2023

        Interesting. I am owner of Sonos Home Theatre (Sonos Arc + Sub 3rd gen + 2xOne SL) for almost 3 years, owning Apple TV 4K (2021) - Dolby Atmos enabled, PS5 - all connected into LG OLED TV CX (eARC enabled, CEC enabled, Passthrough enabled) and I have never experienced the Arc popping sound. 

        I am paying for top-tier Netlifx, Disney+, HBO Max, Apple Music, playing Atmos movies from native LG apps, Apple TV apps, Apple Music, but never experienced it.

        When I will be able to test PS5 beta firmware, I will test as well.

        May be the only 40Gbps HDMI ports on LG TV CX has something to do with that, but so far I was lucky.
         

        Paul Tsang
        Enthusiast II
        August 2, 2023

        Here is a chance for us to ask questions about this live. Today, 8/2 at 2pm Eastern, 11am Pacific. 
         

        https://www.sonos.com/en-us/sonos-live?sms_click=2272277&sms_source=e8e12f83-b87b-473c-8e0d-bf1eb8781673&sms_uph=4e44b0251fe950c168ba54823efb7fd1e55c4c1a68a93b964138ae2104cd2ab0&utm_campaign=SMS_LiveEvent-Era-JoinNow2&utm_medium=text&utm_source=wunderkind&utm_term=ondemand

        I doubt they will answer any technical /bug question in the live chat . They will only talk about how great the product is and how it works etc 

        ProfessorFrag
        Enthusiast II
        August 2, 2023

        The live chat is already over. Did anybody have a chance to bring up the Sonos Pop? What did they say?

        William_61
        Enthusiast II
        August 2, 2023

        The live chat is already over. Did anybody have a chance to bring up the Sonos Pop? What did they say?

        It was one of the first chat questions and was answered within the chat. It was not addressed by the hosts. Here’s the chat dialogue. 

        Question: Are you guys going to address the pops you get with the arc? 

        Answer: Good Q, this will focus on Arc, but for issues with your speaker I can post our technical support info in a moment

        🤨

         

        Paul Tsang
        Enthusiast II
        August 2, 2023

        The live chat is already over. Did anybody have a chance to bring up the Sonos Pop? What did they say?

        It was one of the first chat questions and was answered within the chat. It was not addressed by the hosts. Here’s the chat dialogue. 

        Question: Are you guys going to address the pops you get with the arc? 

        Answer: Good Q, this will focus on Arc, but for issues with your speaker I can post our technical support info in a moment

        🤨

        Way to brush off the question again . They knew that’s the problem but will never man enough to address it officially . It is not something wrong to say “ we sucked , we can’t fix this issue and you all have to stuck with this issue but we are willing to give you a special voucher code to compensate this problem that caused you . 

         

          KrylonBlue
          Enthusiast II
          August 3, 2023

          Sonos is being ridiculous here. 
           

          “this will focus on the Arc”

           

          We’re trying to focus on the Arc. This is why we’re asking you about a solution when supports been silent. 

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