Contributor I

Answered

Ace headphones not charging

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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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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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Niño314

Lyricist III

I experienced the same issue, just need to make sure to use a PD compatible charger.

I don't think this is it. My Belkin chargers (65W and 40W) are PD compatible (and with PPS). But they don't work with Ace.

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iowaraider

Lyricist I

I also cannot charge with Anker (45W). It does charge with my Samsung (25W)

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pbouvins

Lyricist I

I’m having this issue with my Belkin chargers as well. Interestingly enough I can charge using my dual USB-C 45W from Belkin, both ports work fine, but not the 65W, so it’s not consistent to all Belkin PD with PPS.

Ken_Griffiths

I’m having this issue with my Belkin chargers as well. Interestingly enough I can charge using my dual USB-C 45W from Belkin, both ports work fine, but not the 65W, so it’s not consistent to all Belkin PD with PPS.

I would perhaps try the Bellini 65W charger after each new Ace update. The reason I suggest that is the Sonos Move (gen1) had a similar issue when it was first launched, where some chargers didn’t work and Sonos quickly fixed it with an update. I think Belkin/Anker chargers have been mentioned by others here, so I’m ‘guessing’ Sonos will be able to quickly hone in on the matter and hopefully🤞get it sorted. Maybe report back here, if that does prove to be the case, just to let others know the outcome too.

I only mention it because my one ‘Move’ charger didn’t initially work for me and I never thought to re-try it after each update, but later found out it was working (by accident) and I should perhaps have thought to re-check it, post updates.

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Niño314

Lyricist III

Interestingly enough I can charge using my dual USB-C 45W from Belkin, both ports work fine, but not the 65W, so it’s not consistent to all Belkin PD with PPS.

That's interesting. Belkin doesn't offer 45W dual charger in my region. We only have 65W and 45W here, and neither works for Ace, unfortunately. Very frustrating. All of my other USB-C devices work with these two chargers.

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darksage94

Enthusiast I

Is there a solution? All of this concern is making me want to ship my Ace back the minute I received them tomorrow.

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Niño314

Lyricist III

Is there a solution?

Nope. It appears that it's just weirdly incompatible with a lot of chargers. The safest bet is to charge it with a charger that outputs 18W or lower. So all of wall chargers with female USB-A port should be ok.

And as I mentioned earlier, Apple chargers (I've got the 96W one for MacBook Pro, and the 35W dual port one) are working, Google chargers (30W and 18W) are working, and all of power banks I have (various brands) are working.

This does hurt my impression of the product.

Ken_Griffiths

Is there a solution?

Nope. It appears that it's just weirdly incompatible with a lot of chargers. The safest bet is to charge it with a charger that outputs 18W or lower. So all of wall chargers with female USB-A port should be ok.

And as I mentioned earlier, Apple chargers (I've got the 96W one for MacBook Pro, and the 35W dual port one) are working, Google chargers (30W and 18W) are working, and all of power banks I have (various brands) are working.

This does hurt my impression of the product.

Have you installed the latest Ace firmware to see if that perhaps fixes the issue? I am able to charge the headphones with a 100W PD charger and a 36W charger too.

Ken_Griffiths

I personally think the Ace is great. It’s Apt-X HD audio and wired ALAC lossless audio is excellent, as is the ANC noise cancelling and aware modes, but my favourite features are the TV Audio Swap with the Sonos Arc soundbar and spatial head-tracking - I’m finding these are awesome features for all TV audio sources. I’ve not encountered charging, or any other, issues.

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Niño314

Lyricist III

Is there a solution?

Nope. It appears that it's just weirdly incompatible with a lot of chargers. The safest bet is to charge it with a charger that outputs 18W or lower. So all of wall chargers with female USB-A port should be ok.

And as I mentioned earlier, Apple chargers (I've got the 96W one for MacBook Pro, and the 35W dual port one) are working, Google chargers (30W and 18W) are working, and all of power banks I have (various brands) are working.

This does hurt my impression of the product.

Have you installed the latest Ace firmware to see if that perhaps fixes the issue? I am able to charge the headphones with a 100W PD charger and a 36W charger too.

I updated my Sonos Ace firmware immediately after unboxing it. And I experienced this charger compatibility issue a few days after that.

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