After firmware upgrade when Sonos ace is on there is no light

Hi @amitaibar 

Welcome to the Sonos Community!

I’m sorry to hear of the issues you are having with your Ace headphones. We could not recreate the issue with the status light that you described, so we recommend trying a restart of your headphones:

And if that does not help, please try resetting them:

If, however, neither of these processes help, I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

Please note, however that Ace’s status light is inactive when being worn - just in case!

We are aware of an issue whereby the Sonos app will not indicate that the headphones have finished updating, when in fact they have. I think you were likely affected by this - it should be fixed soon.

I hope this helps. 

I can't get mine to update to the latest software for the Ace. It goes into a non-stop loop in the app when I attempt.

Tired uninstall and reininstall of the app, but it made no difference. That's on an Android phone.

Hi @Scott Campbell 

Apologies for the delay - I was off for a week.

If you still have this issue, I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.

It's quite simple. I am attempting to update to the latest software for the Ace headphones in the app, but it doesn't progress and just spins around.

What is the solution to this, as uninstall and reinstall of app does not resolve?

How long have you waited after initiating the update? I’ve noticed that updates are slow to start -sometimes a couple minutes before things (slowly) get moving. Late in the update there will be additional pauses where I’ll think that the update has crashed. This latest update dragged on for about 15 minutes, finishing successfully.

@Scott Campbell

I just updated my Ace to 2.9.5 from 2.9.3. The update took about 15 minutes which is what the Sonos App gives you the heads-up on before the update begins.

• Aside: Really @buzz …dragged on for about 15 minutes. You’re so dramatic…Had to get that dig in 😂😂. Jokes aside… @buzz is well respected in this community 😊

I digress….My point being…I’m at my mom’s in Houston (800 plus miles from my home) and she has basic MB internet with ATT. The internet is used to download the update but after that I believe the transfer is over BT which is why you must keep the Ace close to your device. 

So my guesses are as follows:

• You’re too far from your device during the update
• Your WiFi may be getting interference to your device
• The BT stack needs to be updated which is usually handled in a device update
• Your Ace is at fault

If the latter follow the 2nd section in the post by @Corry P. If still no results contact Sonos Tech support as suggested.

My device is right next to the phone.

It is connected via up to date bluetooth.

Wifi is not on and not required.

No progression at all after 15 mins, it just repeats checking for updates….

Ace is unlikely to be faulty. I would say its the Android app.

OK…I suggest you contact Sonos Tech Support.