Connect Sonos Ace to Sonos Ray Soundbar for TV Swap feature

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I am having difficulty connecting my Sono Ace to my Sonos Ray for the TV Swap feature. While it says I am “Connected” after following the steps, I cannot connect TV sound to the Ace. I called the tech support four separate times today, checked and have all the latest updates, and factory reset my headphones with no luck. Any ideas (I am about to give up. Great looking and fantastic Bluetooth sound, but without the convienent TV Swap feature at the price, I’d rather go with the Apple headphones

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M

Mr Keith

Prominent Collaborator I

I'm having exactly the same problem with the Ace and a Beam.

Just tried it again, ensuring that there was no active Bluetooth connection and guess what- nothing. Audio TV Swap just not working.

Corry P

Sonos Staff

Hi @agcarr3kids et al

Welcome to the Sonos Community!

I’m sorry to hear of this issue you’ve been having getting your Ace headphones connected to your Ray speaker.

Please note that in order for TV Audio Swap to work, the sound-bar being used must have it’s WiFi enabled. Settings » [room] » [product] » Enable WiFi.

If neither this nor @AjTrek1’s advice regarding Bluetooth helps, 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.

Make sure the that Ace is not connected to BT in the device settings. It can show as registered in BT but should not have an active connection when trying to use with Audio Swap.

I hope this helps.

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

M

Mr Keith

Prominent Collaborator I

Hi @agcarr3kids et al

Welcome to the Sonos Community!

I’m sorry to hear of this issue you’ve been having getting your Ace headphones connected to your Ray speaker.

Please note that in order for TV Audio Swap to work, the sound-bar being used must have it’s WiFi enabled. Settings » [room] » [product] » Enable WiFi.

If neither this nor@AjTrek1’s advice regarding Bluetooth helps, 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.

Make sure the that Ace is not connected to BT in the device settings. It can show as registered in BT but should not have an active connection when trying to use with Audio Swap.

I hope this helps.

I've been waiting for over a week for technical support to get back to me. I had a call log ********, which went through first level support, which I was told was being referred to second level- when I phoned again I was told that the lig had been closed. It was supposedly re-opened, but still silence.

Probably not worth bothering again!

Moderator edit: case number removed - identifying information

Corry P

Sonos Staff

Hi @Mr Keith

I’m sorry to hear that - we do aim to do better! I have messaged the agent in possession of your case to take a look and perhaps help you jump a queue if possible.

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

M

Mr Keith

Prominent Collaborator I

Thank you.