Sonos Arc loud pop then audio loss

Oh relax Karen was some humour after how they’ve handled this. Hope they’re paying you for simping. P.S. not nice to call people low level ;)

I always thought a Karen was someone who abused employees and asked to hear from their managers.  And I'm not simping for anything, except maybe human decency.

PS - I said "lower level", meaning one who isnt at the decision making level you should be directing your ire towards.  Nothing demeaning about that.  I myself started out at a lower level position.

Hi,

I’m experiencing a similar issue to that described by othered here. Sonos Arc setup (with Sub Mini and 2 Era 300s). Very loud popping sound (startlingly loud), sometimes a series of additional sporadic pops, then complete loss of volume. Occurs frequently when watching Dolby Atmos content on Apple TV. I’ve tried power cycling the TV and the sound bar. The issues repeats regardless. Each time I wonder if my system will ever produce sound again. Is this the speakers themselves? The power amps? 
 

I’m reading that the issue has existed for many users for a couple years now and that the recommended fix is to disable Atmos. The whole point of this soundbar is to play hi-res spatial audio. Still no DTS:X support which is disappointing but that’s a different story. 
 

Sonos, there’s enough of us with this issue for long enough now that it deserves significant attention. We need a real fix please. 
 

Neil

Weird experience today. (LG C3, Sonos arc + mini sub + surrounds) Was on Xbox Series X just sitting in settings, forget what I was doing but looked down at my phone for a bit, LOUD pop, followed by 3 or 4 smaller pops. Hadn't experienced ‘echo’ pops before.

It's just so weird because native apps have Atmos and they're fine. I don't think I’ve experienced it on the PS5 once, but using my Xbox Series X is like russian roulette. And only since getting the LG set. Used for years on Samsung (no earc) with no problems.

Your Xbox setting probably were 120hz and VRR on ?

Those were my settings when I had my Xbox connected to my Sony OLED and I consistently had the popping. 

I created a separate question in an attempt to help Sonos diagnose this issue, but have a feeling I will end up in this thread anyway. So let me jump in here.

I experience the same issue as OP.

There is a sudden very loud pop that sounds like a huge short circuit in the Arc, then some small pops crackling followed by a complete loss of audio. The led turns orange on the front.

Power cycling the Arc gets it out of the bricked state, but only until the issue happens again. Can confirm that it happened with Dolby Atmos audio content from media player on the TV itself.

Setup

• Sonos Arc
• 2x Sonos ONE surround setup.
• Philips OLED 65OLED806/12 on eArc port (port 1) with HDMI 2.1 certified cable.

System diagnostics collected while the Arc was not in zombie state did not reveil anything weird according to Sonos support.

These posts are going back 3 years that report this same or a similar issue, and I have found no clear solution other than maybe “disable Atmos”.

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.

@Corry P : First of all, that’s excellent news! Let’s get to testing everyone!
 

And then how about a Black Friday only 40% coupon for those of us who have had an open case number with this problem for years? :)

Great news Corry. Thanks to the team for investigating this and getting a fix out. I know it wasn’t an easy problem to identify and work on.