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Musky75
Contributor I
March 30, 2023
Answered

Sonos era 300 static, pop sound

I was so excited to receive my Sonos Era 300 yesterday. Everything sounded great at first. But last night I was going to fall asleep to some music like I sometimes do and I noticed a static pop sound. It’s like listening to your music while someone is slowly closing a bag of chips.  


I tried everything. Unplugged, reset, tried playing through both the Sonos and Apple Music app and it still did it.  
 

Anyone else notice this issue?

I’m hoping it’s a software issue, but I’m not waiting to see if it is  

 

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    Corry P
    Corry PAnswer
    Sonos Staff
    June 1, 2023

    Hi @Musky75 et al

    The recent software update (release date: 5/31/2023) included steps that we believe resolved this problem with unwanted noises coming from Era speakers.

    If you don’t mind, please ensure you are running the latest software (Settings » System » System Updates » Check for Updates), then test once again and post here whether you continue to hear these noises or not. We’d most especially like to hear from anyone who has installed the update and still hears these noises, but hope not to. Thank you.

     

    Edit: Corrected release date

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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    Denni_86
    Trending Lyricist I
    April 23, 2023

    Providing an update on my case. I received 2 more Era 300s through the RMA process. I will identify these as speaker #5 and #6 (speakers #1-4 all had the popping sound issue I documented).

    One of the new Era 300 speakers--I’ll call it #5--has the issue while the other I have not confirmed does or does not at this time. After a couple hours of streaming Apple Music on them as a stereo pair I have only noticed the pop sounds coming from the right speaker, #5.

    For others experiencing this issue, I would recommend documenting the sounds as best you can with a video and contacting Sonos support as soon as possible. Be prepared for a troubleshooting process that includes submitting a diagnostic and possibly resetting the speaker(s) and playing some music for a few minutes. It’s a pain but I’m thankful for the support I’ve received. The resolutions I’ve experienced so far is to issue a replacement which is inconvenient but what alternative is there... From my perspective there is no indication that it is a software or configuration issue nor is it officially a known issue on Sonos’s end at this time when I asked.

     

    For reference, my current system information for the Era 300 that is affected:

    Version: 15.3 (build 72240060)
    Hardware Version: 1.38.3.10-1.2
    Series ID: A100

    @jrennell 

    So you think it's a hardware problem?

    If so, why?

     

      soyoth
      Contributor I
      April 23, 2023

      Another update has just dropped. 

      Denni_86
      Trending Lyricist I
      April 23, 2023

      Another update has just dropped. 

      Which one ? Version ?

      15.3 came a few days ago

       

      @soyoth 

        jrennell
        Lyricist III
        April 23, 2023

        ... From my perspective there is no indication that it is a software or configuration issue nor is it officially a known issue on Sonos’s end at this time when I asked...

        @jrennell

        So you think it's a hardware problem?

        If so, why?

         

        I’m not a Sonos engineer and I don’t have information I haven’t shared on the thread so I don’t want to make any claim as to what the issue may be. The basis of saying I have no indication of a software issue at this time is a friend of mine has a pair of Era 300s without this issue and it appears to only be reported by some customers. At the time of writing the last reply it seemed like one of the replacement units I received did not have the popping, however I was able to hear pops later while continuing to listen. It does seem less frequent on #6 than #5 for what that’s worth.

        I’m going through one more round of RMAs to test speakers #7 and #8 before I may personally give up on this model for a while and will report back what I find. Due to my case of documenting several speakers exhibiting these audio issues, it sounded like my case may be flagged. I hope that means it can provide the right folks as Sonos with sample units to inspect if needed, but again that’s just me speculating.

          Stvn030
          Lyricist III
          April 23, 2023

          ... From my perspective there is no indication that it is a software or configuration issue nor is it officially a known issue on Sonos’s end at this time when I asked...

          @jrennell

          So you think it's a hardware problem?

          If so, why?

           

          I’m not a Sonos engineer and I don’t have information I haven’t shared on the thread so I don’t want to make any claim as to what the issue may be. The basis of saying I have no indication of a software issue at this time is a friend of mine has a pair of Era 300s without this issue and it appears to only be reported by some customers. At the time of writing the last reply it seemed like one of the replacement units I received did not have the popping, however I was able to hear pops later while continuing to listen. It does seem less frequent on #6 than #5 for what that’s worth.

          I’m going through one more round of RMAs to test speakers #7 and #8 before I may personally give up on this model for a while and will report back what I find. Due to my case of documenting several speakers exhibiting these audio issues, it sounded like my case may be flagged. I hope that means it can provide the right folks as Sonos with sample units to inspect if needed, but again that’s just me speculating.

          I can’t believe that both of my 300’s are a defect. That would be way too much of a coincidence. Therefore I’m inclined to believe it’s a software issue 

          Denni_86
          Trending Lyricist I
          April 23, 2023

          Do i always have to send back the speakers before i get new ones ?

          jrennell
          Lyricist III
          April 23, 2023

          Do i always have to send back the speakers before i get new ones ?

          You can opt for “Advanced” shipping method, at least in the US, which puts a hold on some payment method you provide for the replacement until you return the original (within 14 days of receiving the replacement). Details of that option are available when selecting it as part of the “Process your return” flow.

            Zanellato Fabio
            Zanellato Fabio
            Lyricist III
            April 23, 2023

            Do i always have to send back the speakers before i get new ones ?

            No… you can use the “advanced shipping”. Just made in Italy, there is also in Europe. I recommend it…

            altoclef
            Contributor I
            April 24, 2023

            Hi all - I bought an Era 100 a few days ago and during setup it updated to 15.3.  Over the weekend I first noticed pops when playing “Stop That Man” by Tune-Yards from my iPhone, after which I found this thread.  Experimenting this morning, I found that the pops went away when I turned off Sound Check in my phone’s music settings.  I’m not sure why that worked, since the track plays fine with Sound Check on through other speakers and headphones.  Just wanted to pass that along.  I’ll keep Sound Check off for now and submit diagnostics if the pops happen again.

            Elliot_1983
            Trending Lyricist I
            April 24, 2023

            same issue here, popping sounds on my era 100 and 300

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