Contributor I

Answered

Ace headphones not charging

99 replies
6638 views

Got my ACE headphones today, they sound great but they’re not charging. Stuck at 53%. Tried different cables and power adapter that work with other devices. Feel like I’m doing something stupid. No orange or green lights to indicate charging status. Blue light comes on ok when connected via Bluetooth. Is there reboot / reset option of some description I could try???

Thanks

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J

JaimusAnswer

Lyricist I

I just wanted to chime in, I use the Anker Ganprime chargers (67w minimum) primarily for work and home. I first noticed the ace not charging after I had it pluged in, for a few hours and the battery depleted. I have not tried the factory reset, since there was the day one update, but I did find switching to a generic USBC 14w charging brick, that it is currently letting me charge without the reset. I'm curious to know if those that have done the reset if they are able to use their "fast" charging bricks and that it's a software fix rather than a power limit issue.

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S

Scoo

Lyricist I

I have the same problem.

T

Tiamy

Lyricist II

I have the same problem. I was able to charge it for the first time after trying it on. Now, plugging it back to the very same charger and cable doesnt do anything at all. No light status indicator at all on the ear cuffs and the app doesnt show it’s charging. This is frustrating for such a premium device. Are we going to the same Roam fiasco again with this?! My Roam just died a few days ago and I can’t bear another Sonos gear issue again especially for a brand new product.

J

Joel_11

Contributor I

Same issue here. Using the supplied cables and other cables I use for my Samsung and Dell Laptop and my Roam and Move and none charge my Aces. Dangit....

Corry P

Sonos Staff

Hi @SuperWeeble et al

Thanks for your post! Sorry to hear of the issue you are having in getting your Aces to charge.

Please follow these steps:

STEP 1 - ENSURE ACE IS UP TO DATE

1. Check for Updates to confirm that Ace is fully up to date.

STEP 2 - ENSURE THAT YOU ARE USING A SUPPORTED CHARGER AND CABLE

1. Ensure that the charger outputs a minimum 15W of power.
2. Ensure the cable and charger support USB Power Delivery (PD).
3. If possible, test charging Ace with an alternative supported cable and charger.

STEP 3 - CHECK ACE'S LED AND BATTERY STATUS

1. Ensure that Ace's LED light changes colour when the USB-C cable is connected.
2. Within the Sonos app, swipe up on the Now Playing bar and select Ace to view its battery level. Confirm the charging indicator is displayed, and that the battery level increases.

STEP 4 - FORCE REBOOT/RESET ACE

1. Force a reboot of Ace by holding the power button for ten seconds.
2. If the issue persists, factory reset Ace then test the USB-C connections after setting the product up again.

If these steps do not resolve the issue, I recommend you get in touch with our technical support team for further assistance.

I hope this helps.

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

V

Valghora

Lyricist II

@Corry P

While I appreciate you chiming in, this is not an acceptable response. You have a thread full of people who are reporting a defect - and only one succeeded in resolving the issue with a factory reset.

You need to utilize your internal communication channels to escalate this to your development team and/or the Ace product team immediately as this clearly requires a firmware update to fully resolve.

Corry P

Sonos Staff

Hi @Valghora

If one person was able to fix the issue with a reset, don’t you think that makes a reset worth trying for everyone who has the issue? I’ve also said that anyone that this does not help should call in - multiple people calling in with an issue that cannot be resolved is exactly how we go about identifying an issue and getting it fixed.

If you are affected by this issue, please call in so that there is a support case for your issue to be counted - the more cases there are, the higher the priority the ticket for this issue will be. As a new product, Ace is automatically high-priority, but please help us help you.

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

S

Scoo

Lyricist I

Well, I managed to get mine charging.
It wouldn’t charge on any of the USB C chargers I have, so I tried a USB C to USB A converter plugged into an USB A socket on my ac socket in my kitchen, and it’s started to charge.

V

Valghora

Lyricist II

Hi @Valghora

If one person was able to fix the issue with a reset, don’t you think that makes a reset worth trying for everyone who has the issue? I’ve also said that anyone that this does not help should call in - multiple people calling in with an issue that cannot be resolved is exactly how we go about identifying an issue and getting it fixed.

If you are affected by this issue, please call in so that there is a support case for your issue to be counted - the more cases there are, the higher the priority the ticket for this issue will be. As a new product, Ace is automatically high-priority, but please help us help you.

Hey Corry!

I didn't mean to imply that people shouldn't attempt a factory reset. They absolutely should, but that did not work for me and multiple others. Not to mention that if you're unfortunate enough to only own chargers that don't work you won't even have the ability to perform a factory reset because that assumes you can power the Ace.

My point is that this should be taken more seriously and officially acknowledged as a problem unless you want people returning their Aces en masse. As someone who works in a similar industry, I cannot imagine that there is not an avenue for you to escalate what is obviously a systemic problem. Even if a factory reset does work for 100% of people (it doesn't), let's not pretend that having to do that to a brand new $450 product is acceptable.

C

Cookin' with Music

Contributor II

Hi @SuperWeeble et al

Thanks for your post! Sorry to hear of the issue you are having in getting your Aces to charge.

Please follow these steps:

STEP 1 - ENSURE ACE IS UP TO DATE

1. Check for Updates to confirm that Ace is fully up to date.

STEP 2 - ENSURE THAT YOU ARE USING A SUPPORTED CHARGER AND CABLE

1. Ensure that the charger outputs a minimum 15W of power.
2. Ensure the cable and charger support USB Power Delivery (PD).
3. If possible, test charging Ace with an alternative supported cable and charger.

STEP 3 - CHECK ACE'S LED AND BATTERY STATUS

1. Ensure that Ace's LED light changes colour when the USB-C cable is connected.
2. Within the Sonos app, swipe up on the Now Playing bar and select Ace to view its battery level. Confirm the charging indicator is displayed, and that the battery level increases.

STEP 4 - FORCE REBOOT/RESET ACE

1. Force a reboot of Ace by holding the power button for ten seconds.
2. If the issue persists, factory reset Ace then test the USB-C connections after setting the product up again.

If these steps do not resolve the issue, I recommend you get in touch with our technical support team for further assistance.

I hope this helps.

All - the SONOS STAFF is missing 1 key piece of information and this relates to all you ANKER charging posters out there as well

** There is a minimum charging of 15w of power…BUT THERE is also a MAXIMUM. Use too high a charging block for watt output and it won’t charger. My Anker Charging block has a feature to double click the on button for devices like this which require lower charging input

X

Xdxrad118

Lyricist I

Another Anker user here with charging issues. It doesn’t appear to be an over or under wattage issue. I have a 45w, 110w, 140w power bricks and 140w power bank. The 140w power bank works fine usb A or C, the 140 w wall adapter works usb C (only single usb c port). The 45w and 110w only work usb A, usb c’s dont do a thing. They all have the same specifications and voltage/amp ratings so it just appears the ace pick and chooses what it wants to work with and when. I tried multiple cords and factory reset with no changes

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