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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It sure would be nice if every company could afford 24/7 CS. Most can’t, so I appreciate it where I find it. 

I suppose Sonos could double the cost of all of their equipment in order to run CS all the time?

I have submitted the diagnostics from the app as suggested, thanks for that.

 

The only disappointing thing is I can't contact thier support within 9-17pm Monday to Friday. The chat bot assistant isn't any help and there's no ticket system. I debating selling my Sonos system and buying the Sony. Really not impressed. It's now happening more frequently. 

I’m having the same issue, with loud pop and no sound. I turn off/on my LG G2 TV and the sound comes back on. I didn’t have this issue until i have hooked up an Apple TV 4K gen 2. The loud pop doesn’t happen too frequently, but it happens. 

Within 20 minutes of the issue occurring again, submit a Sonos diagnostic report from the ‘Settings/Support’ area of the Sonos App. Make a note of the reference generated, and when practicable, contact/chat to Sonos Support Staff about the matter via this LINK and see what they can suggest to resolve the matter.

I’m having the same issue, with loud pop and no sound. I turn off/on my LG G2 TV and the sound comes back on. I didn’t have this issue until i have hooked up an Apple TV 4K gen 2. The loud pop doesn’t happen too frequently, but it happens. 

I think the key here is that this is a Sonos forum. You’re extremely unlikely to get reports from other ARC speaker’s users, although one of the Sonos reps, in one of the threads on this topic, did indicate that they’ve seen reports other than Sonos. I don’t follow other systems, as I have an Arc, and devote most of my energy here in this forum, and not elsewhere. 

You’re certainly within your rights to stop buying devices until a solution is found. Whether that solution is from upstream from the TV (Apple/Microsoft?) or on the TV itself (manufacturer’s updates) or Sonos itself, we’ll need to see. 

But I’m just not going to blame Sonos. I don’t know yet who’s responsible, and at this point, they all are. However, all indications seem to be pointing at not Sonos. 

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That certainly suggests to me that the issue is upstream from Sonos, either the TV not handling the stream properly, or the device feeding the TV sending a signal that the TV passes on to the outboard speakers. 

We have lots of reports of both Xbox and Apple TV being affected. And these are widespread devices from major manufacturers, so it might just be their popularity causing the reports. 

Likewise we have lots of reports from both Sony and LG TVs passing the signal. Again, major popular manufactures.

On the other hand, we only have reports of Sonos devices being affected. Granted, this is a Sonos forum. But nobody is linking to similar threads about other sound bars and any request for examples is avoided. 
The weight of the evidence is pointing at a solution having to come from Sonos. Yes, maybe the Atmos spec is somehow not being followed by the major content players and TVs, but even if (if!) that is the case, it’ll still be on Sonos to fix it in software if they want to keep selling devices. I know I have stopped buying further Sonos devices until my Arc can play Atmos. 

That certainly suggests to me that the issue is upstream from Sonos, either the TV not handling the stream properly, or the device feeding the TV sending a signal that the TV passes on to the outboard speakers. 

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Hi @Pahakissa 

We’re not aware of this issue happening on Beam, though it is related to Atmos. Therefore, we would appreciate it - if it ever happens again - if you could immediately submit a support diagnostic and later get in touch with our technical support team so we can document the occurrence. We’re also not aware of this issue causing any actual damage to the units it happens on.

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Hi @nik9669a 

I only know that other third-party sound-bar manufacturers are reporting the same issue. 

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I have this same problem with Beam gen 2 and Atmos content (btw just realized most of my content nowadays is Dolby Atmos which is nice). Almost got a heart attack when it happened first time. A Loud pop and then a loss of sound. Is this harmful to the speaker?

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Hi Folks,

We’ve still nothing to share at this point, but we are continuing to investigate this issue which is not specific to Sonos alone.

Which other hardware is it affecting, @Corry P ?

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Hi Folks,

We’ve still nothing to share at this point, but we are continuing to investigate this issue which is not specific to Sonos alone.

I have a 6 month old Arc and I get the same issue intermittently and it happens with Apple TV or Sky Q. A loud pop followed by sound loss for 3 seconds or so and then back to normal. This issue needs addressing.  

Hi @William_61 et al

We are aware of this behaviour and are investigating it, but we do not have any additional information to share on a resolution at this time. 

We are also aware of other manufacturer brands experiencing the same problem. Some users have reported it with in-built TV apps, so it is not limited to X-Box and Apple TV owners.

The issue only happens when playing Atmos content, so in the meantime, you can prevent this from happening by disabling Atmos audio on the TV or source device - not ideal, I know, but if it has happened to you before and you are concerned about it happening again, this step would prevent it.

I hope this helps.

Dear Corry,

Is there any update on this issue? Where can Sonos customers track and see updates for this issue?

Many thanks.

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Also experiencing this issue with my Apple TV. New OS came out for ATV and it’s still happening. Anyone have a fix for it aside from turning off atmos?

The official line from Sonos for its premier Dolby Atmos $900 Arc soundbar is to turn off Dolby Atmos. 

Also experiencing this issue with my Apple TV. New OS came out for ATV and it’s still happening. Anyone have a fix for it aside from turning off atmos?

Sonos just say something, Please! 

There was a response from Sonos Staff here on this issue…

Presumably there’s nothing further to report at this stage, other than Sonos appear to be aware of other manufacturer brands experiencing the same problem and the matter is being investigated. The suggestion is to ‘perhaps’ switch off Atmos audio, just for the time being, until further information is forthcoming.

Not ideal, but hope that assists for now at least.

 

 

>>>You are brave and doing your job. But Sonos where are you? Must Ken_Girrifhs do what you should be doing.

 

Turn it off? Is that the solution?

Same issue!  Loud pop then no audio.  Sonos Arc.

Sonos just say something, Please! 

There was a response from Sonos Staff here on this issue…

Presumably there’s nothing further to report at this stage, other than Sonos appear to be aware of other manufacturer brands experiencing the same problem and the matter is being investigated. The suggestion is to ‘perhaps’ switch off Atmos audio, just for the time being, until further information is forthcoming.

Not ideal, but hope that assists for now at least.

Sonos just say something, Please! 

This just happened to me and it was scary! 
can anyone help?

Nope, Sonos dont care at all. You are on your own. 

Honestly, I don’t think it’s a Sonos issue at all, i think it has to do with the device sending to the TV set, or the TV set sending to the Sonos, which just plays what it’s been told to play. Seems to be tied to MAT devices, such as Apple TVs and XBoxs more than anything else, but I’ve not been paying attention to TV sets in use, it could be there. CEC does make things much more complicated. 

Then why aren’t we hearing about the same popping issue from customers of the Sonos Beam Gen 2 which is also Atmos capable? I’m guessing the Beam Gen 2 is being used by many, many customers with Apple TV’s and/or XBoxe units. Just seems odd that it’s only folks with the Arc, Apple TV and/or XBoxes. 

Oh the people with Sonos Beam Gen 2 are having issues as well.  Just look at the recommended posts on the side of this page, there are 10 other posts from various other users on this same issue, some saying they have the Beam Gen 2.  I can’t believe this has been going on for over a year with no hint of resolution.  I have to reiterate again since Airgetlam keeps saying its not a Sonos issue, if that were the case then why do we not hear about other Atmos manufacturers dealing with the same issue?  This seems isolated to Sonos hardware right now as the worst I can read about any other sound system is some slight crackling with Atmos content, but the loud BANG definitely seems isolated to Sonos.

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Honestly, I don’t think it’s a Sonos issue at all, i think it has to do with the device sending to the TV set, or the TV set sending to the Sonos, which just plays what it’s been told to play. Seems to be tied to MAT devices, such as Apple TVs and XBoxs more than anything else, but I’ve not been paying attention to TV sets in use, it could be there. CEC does make things much more complicated. 

Then why aren’t we hearing about the same popping issue from customers of the Sonos Beam Gen 2 which is also Atmos capable? I’m guessing the Beam Gen 2 is being used by many, many customers with Apple TV’s and/or XBoxe units. Just seems odd that it’s only folks with the Arc, Apple TV and/or XBoxes. 

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Has anyone reported this loud popping issue when using a Sonos Beam Gen 2 which also supports Atmos? I can find any documented issue on here. Wouldn't that help show that it’s an Arc issue or is that a too simplistic look at things? 

I see there is a comment earlier in the thread here from Sonos Staff re: the ‘popping’ issue. See this link:

https://en.community.sonos.com/troubleshooting-228999/sonos-arc-loud-pop-then-audio-loss-6852340/index12.html?postid=16610040#post16610040

Like many users, I’ve been experiencing this popping issue on my Sonos Arc for many months and have reported it through every Sonos support channel possible. It pops every 30-45 minutes in my case. I have disabled the Atmos on my ATV4K but still go back in after any update on my TV, Sonos Arc or ATV4K. That staff reply you mentioned was to me. He said nothing about similar issues with the Beam Gen 2 Atmos enabled units and I’m trying to understand why users of that product aren’t having the same popping issues. 

I do find it interesting that we are not seeing comments in the Sonos community about the same thing happening to Beam Gen 2 users. I mean if it was ATV4K and Xbox specific I’m sure there are many like set up scenario that are with the Beam Gen 2 instead of the Arc and they would be getting the pop also. 
 

Signed: Frustrated as all heck. 

Has anyone reported this loud popping issue when using a Sonos Beam Gen 2 which also supports Atmos? I can find any documented issue on here. Wouldn't that help show that it’s an Arc issue or is that a too simplistic look at things? 

I see there is a comment earlier in the thread here from Sonos Staff re: the ‘popping’ issue. See this link:

https://en.community.sonos.com/troubleshooting-228999/sonos-arc-loud-pop-then-audio-loss-6852340/index12.html?postid=16610040#post16610040

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