Contributor I

Answered

Sonos era 300 static, pop sound

266 replies
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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 PAnswer

Sonos Staff

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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B

BJ2003

Lyricist III

but besides all, can the problem apply more damage to the speaker??

Flare

Prominent Collaborator I

Do you have automatic updates showing as enabled in the App?

Yes, my system has the “Update Automatically” enabled.

I shared the version from the issue I had while using speakers #3, #4, #5 and #6

https://en.community.sonos.com/speakers-229128/sonos-era-300-static-pop-sound-6881431?postid=16654711#post16654711

It is the same version on the system currently as well

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

If my memory serves, this current build was released after I had reported the issue from #1 and #2. Sharing for curiosity, I’m definitely not in a position to confirm or deny the update had any effect on the issue. Comments in this thread from others reported the issue persisted on their speakers after updating however.

It seems without some more explicit indication from Sonos themselves we’d just be guessing at whether there’s a firmware/software component to the underlying issue and whether they’re attempting to resolve it that way. The Sonos folks should have a far better perspective on the reports, diagnostics and configurations of the affected units that have been reported so I trust they’ll isolate the issue and I’ll just have to be patient while they figure it out.

Hopefully the units that have been RMA’d so far are useful. I’m starting to feel some guilt burning through these units!

Thank you for your effort mate. I can’t imagine how much time you have spent in troubleshooting and RMA’s!

P

Panic_Attaché

Enthusiast I

Do you have automatic updates showing as enabled in the App?

Yes, my system has the “Update Automatically” enabled.

I shared the version from the issue I had while using speakers #3, #4, #5 and #6

https://en.community.sonos.com/speakers-229128/sonos-era-300-static-pop-sound-6881431?postid=16654711#post16654711

It is the same version on the system currently as well

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

If my memory serves, this current build was released after I had reported the issue from #1 and #2. Sharing for curiosity, I’m definitely not in a position to confirm or deny the update had any effect on the issue. Comments in this thread from others reported the issue persisted on their speakers after updating however.

It seems without some more explicit indication from Sonos themselves we’d just be guessing at whether there’s a firmware/software component to the underlying issue and whether they’re attempting to resolve it that way. The Sonos folks should have a far better perspective on the reports, diagnostics and configurations of the affected units that have been reported so I trust they’ll isolate the issue and I’ll just have to be patient while they figure it out.

Hopefully the units that have been RMA’d so far are useful. I’m starting to feel some guilt burning through these units!

Thank you for your effort mate. I can’t imagine how much time you have spent in troubleshooting and RMA’s!

My hardware version is showing as 1.38.3.10-9.2 and still getting the pops and cracks.

Was particularly bad with one track via bandcamp yesterday. Tried playing it with loudness on & off and the pops were still happening.

Would really like to hear something official, feels like this issue is being ignored.

Ken_Griffiths

My hardware version is showing as 1.38.3.10-9.2 and still getting the pops and cracks.

Was particularly bad with one track via bandcamp yesterday. Tried playing it with loudness on & off and the pops were still happening.

Would really like to hear something official, feels like this issue is being ignored.

Note @Panic_Attaché that the hardware version is not going to change, so perhaps don’t expect to see that. I would just take note of the software installation for any updates.

Sonos very rarely, if ever, comment on their development roadmap prior to any update, which is the same strategy for similar companies like, Apple, Google, Amazon etc.

P

Panic_Attaché

Enthusiast I

My hardware version is showing as 1.38.3.10-9.2 and still getting the pops and cracks.

Was particularly bad with one track via bandcamp yesterday. Tried playing it with loudness on & off and the pops were still happening.

Would really like to hear something official, feels like this issue is being ignored.

Note @Panic_Attaché that the hardware version is not going to change, so perhaps don’t expect to see that. I would just take note of the software installation for any updates.

Sonos very rarely, if ever, comment on their development roadmap prior to any update, which is the same strategy for similar companies like, Apple, Google, Amazon etc.

I was just a bit puzzled as to why I had a different hardware version to OP who also had Era 300 speakers. Thought they would have the same version?

I would just like some acknowledgement from Sonos, when calling support it has felt like they don’t believe me and the store I bought the speakers from were surprised that I wanted to return & exchange as they have a low return rate and suggested it was a set up issue. All I have done is add them to my wifi network and run the audio setup test so can’t see what I could’ve done wrong tbh!

Ken_Griffiths

I was just a bit puzzled as to why I had a different hardware version to OP who also had Era 300 speakers. Thought they would have the same version?

I would just like some acknowledgement from Sonos, when calling support it has felt like they don’t believe me and the store I bought the speakers from were surprised that I wanted to return & exchange as they have a low return rate and suggested it was a set up issue. All I have done is add them to my wifi network and run the audio setup test so can’t see what I could’ve done wrong tbh!

I would perhaps just choose to leave the automatic Sonos update feature enabled, as mentioned earlier in this thread and see if the issue gets resolved for you. Hope that’s the case and all are covered by the Sonos warranty, from new, in any event.

Flare

Prominent Collaborator I

The pop’s are reproduceable with certain content. For example, I was wathing a movie on Netflix yesterday and heard the pop, I rewinded 3 times and all 3 times the pop was audible at the same time. After the 4th rewind though it was gone. Very strange and frustrating!

Ken_Griffiths

The pop’s are reproduceable with certain content. For example, I was wathing a movie on Netflix yesterday and heard the pop, I rewinded 3 times and all 3 times the pop was audible at the same time. After the 4th rewind thought it was gone. Very strange and frustrating!

Given the case that you were able to initially reproduce the issue, It would have been much better to capture the sounds you heard with a mobile audio recording held near to the speaker and also taken a diagnostic report via the Sonos App… Once that was done, to then contact Sonos customer support, who could maybe forward the data gathered to engineers in order to help rectify the matter. At the moment there’s no data seemingly gathered and it appears to be an opportunity lost - it’s not even clear which movie you’re referring to? It’s not going to help to simply mention these things in a user-community, without trying to gather some form of data to perhaps help Sonos to resolve the matter.

Flare

Prominent Collaborator I

The pop’s are reproduceable with certain content. For example, I was wathing a movie on Netflix yesterday and heard the pop, I rewinded 3 times and all 3 times the pop was audible at the same time. After the 4th rewind thought it was gone. Very strange and frustrating!

Given the case that you were able to initially reproduce the issue, It would have been much better to capture the sounds you heard with a mobile audio recording held near to the speaker and also taken a diagnostic report via the Sonos App… Once that was done, to then contact Sonos customer support, who could maybe forward the data gathered to engineers in order to help rectify the matter. At the moment there’s no data seemingly gathered and it appears to be an opportunity lost - it’s not even clear which movie you’re referring to? It’s not going to help to simply mention these things in a user-community, without trying to gather some form of data to perhaps help Sonos to resolve the matter.

That was done earlier already. I captured the event twice with two different sources (Netflix and Apple Music) and posted it on YouTube and sent a copy of the recording to Sonos support along with a diagnostics taken just after the reproduceable event.

All I got back was this is not a know issue and get the speaker replaced, which I did. Replacement has the same issue so I’m assuming if do the capturing and diagnostics I’m going to be told to replace the speaker again.

Ken_Griffiths

That was done earlier already. I captured the event twice with two different sources (Netflix and Apple Music) and posted it on YouTube and sent a copy of the recording to Sonos support along with a diagnostics taken just after the reproduceable event.

All I got back was this is not a know issue and get the speaker replaced, which I did. Replacement has the same issue so I’m assuming if do the capturing and diagnostics I’m going to be told to replace the speaker again.

I don’t think it necessarily becomes a ‘rinse/repeat’ process @Flare. That’s something you’re assuming.

I would respectfully suggest if you encounter the issue again, then take the steps to gather the data and report it - it might lead Sonos to discover where the issues actually lie here, particularly as they’ve eliminated it being just a faulty speaker by swapping yours. It could be a compatibility issue with the connected TV, for example.

So it’s certainly best to not take things for granted and to attempt to give them the data to hopefully help the Sonos engineers resolve the matter.

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