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Corry P
Corry P
Sonos Staff
August 19, 2024

Hi @dewmguy 

Sorry to hear of the issues you’ve been having. If rebooting your Ray does not 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 - Ace support has only just been added to Ray, so if there is an issue with the pairing, we’d need to investigate. Thanks.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    dewmguy
    Contributor I
    August 20, 2024

    Hi @dewmguy 

    Sorry to hear of the issues you’ve been having. If rebooting your Ray does not 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 - Ace support has only just been added to Ray, so if there is an issue with the pairing, we’d need to investigate. Thanks.

    Thanks for the reply Corry.

    I’ve been using the headset for a few days now, typically 4-8 hours per day. The issue does seem to get worse over time, I’ve found that if i power them off and back on the latency is significantly reduced but is not fully negated.

    I will continue to monitor the behavior and make a ticket in the next week.

      Heragoth
      Lyricist I
      August 21, 2024

      Same here with Ace and Beam (2). Rebooting devices doesn’t help. It get worse over time, really disappointing…

        Sven73
        Trending Lyricist I
        September 2, 2024

        I’m noticing the same thing and I use Ace + Arc. 

        I don’t know if it has to do with pausing what I’m watching or if it’s generally slowly getting worse while watching (which seems a bit odd), but it sure is something that Sonos need to address.

        Corry P
        Corry P
        Sonos Staff
        September 3, 2024

        Hi @Heragoth & @Sven73 

        Sorry to hear that you both are affected too. Please get in touch with our technical support team to get this issue documented.

        "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
        Sven73
        Trending Lyricist I
        September 3, 2024

        The link takes me to the Swedish support site with just phone and chat as options. I’m thinking writing here should be enough, since there obviously are more users with the same issue and since you as staff already has taken notice.

        So far I haven’t used them enough to be annoyed enough to call them. ;)

        Sven73
        Trending Lyricist I
        September 3, 2024

        Btw, they mention it in this review as well:

        https://www.rtings.com/headphones/reviews/sonos/ace-wireless

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