Contributor I

Answered

Sonos 1’s crackling intermittently

7 replies
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I have 2 Sonos 1’s along with a Sonos Arc in my living room. I initially had them set up as surrounds. However, due to my hearing loss, I removed the surround set up so I could control them each individually. With them connected as surrounds or not, intermittently I get a crackling/scratchy noise mostly from the 1’s. Arc has done it also. My system is up to date. I’ve moved some of my Sonos 1’s from other rooms in our home, crackling continues even when swapping other speakers out. I attempted to Chat with Support today but Darius doesn’t understand the word “intermittent”. So, I abruptly ended the chat with no success. Any other troubleshooting suggestions?

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Corry PAnswer

Sonos Staff

Hi @Jonzy1963

Welcome to the Sonos Community!

I’m sorry to hear of this crackling sound you’re hearing from your Sonos speakers, and that the support team were unable to help.

As you only experience this issue with TV audio, and as all three speakers are unlikely to have the same fault at the same time, I think we can probably resolve this for you.

First, please unplug your TV from power and keep it unplugged for at least 1 minute. Turn it back on and test - if that has not resolved the issue, please try rebooting the Arc in a similar manner.

If the issue persists after that, please submit a support diagnostic immediately after hearing the noise and let me know here when you have done so. Please also clarify if you hear a loss of audio at all, or just a crackle on top of the audio you should be hearing. Thanks.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

MoPac

Headliner III

Is this only with TV sound??

Airgetlam

I would submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. The data in that diagnostic would resolve any thought about ‘intermittent’, and give you something to point to, rather than supplying anecdotal data.

Bruce

J

Jonzy1963Author

Contributor I

I did. Darius w/Sonos support was totally unhelpful.

J

Jonzy1963Author

Contributor I

Is this only with TV sound??

Yes.

MoPac

Headliner III

If you play music through the Arc is there any crackling? Same for the Ones?

When I tried to play TV sound to a “Joined” pair of Era 300 speakers in another room there were intermittent dropouts from the 300s. I don’t think there were any dropouts from the Arc, but I was in another room attempting to listen to the news from the TV so it would be hard to tell. I don’t think there was what I would define as crackling from the 300s.

Tried the same thing with a stereo pair of Move speakers. Same dropouts. Guess I’ll stream the news from an iPad while eating dinner.

When I “Bonded” the Era 300s as surrounds they behaved as expected.

What model TV do you have? How is the Arc soundbar connected to the TV? If the connection is eARC are you using the HDMI cable that came with the Arc soundbar? Did you execute the TruePlay process when the Ones were “Bonded” as surrounds?

N

nik9669a

Senior Virtuoso

I did. Darius w/Sonos support was totally unhelpful.

Try calling again and speak to someone different.

Corry PAnswer

Sonos Staff

Hi @Jonzy1963

Welcome to the Sonos Community!

I’m sorry to hear of this crackling sound you’re hearing from your Sonos speakers, and that the support team were unable to help.

As you only experience this issue with TV audio, and as all three speakers are unlikely to have the same fault at the same time, I think we can probably resolve this for you.

First, please unplug your TV from power and keep it unplugged for at least 1 minute. Turn it back on and test - if that has not resolved the issue, please try rebooting the Arc in a similar manner.

If the issue persists after that, please submit a support diagnostic immediately after hearing the noise and let me know here when you have done so. Please also clarify if you hear a loss of audio at all, or just a crackle on top of the audio you should be hearing. Thanks.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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