Hello
I have a problem with factory reset. Every time I have to explain to support that there is no way to properly restore factory settings. The blue diode is still on. I have tried everything. I have disconnected all devices and the rest of the procedure does not work. Support does not want to help me, they keep telling me to send some videos but do not respond. Have you had anything like this?
Are you following these instructions?
https://support.sonos.com/en-us/article/reset-your-sonos-product
Make sure you are using a power brick, o e with adequate power and not a computer, tablet or phone for power.
If that fails, are you in your free return window?
My Ace have no issues factory reseting using the above so yours should also work.
Thank You for advice.
try two ways from charger and USB port in PC as well - the same fail
The PC option can be a problem as the connectivity features can disrupt the reset.
Is your charger at least 15 Watts? That is a minimum, I use a 25 or 40 Watt one here.
https://support.sonos.com/en-us/article/charging-your-sonos-ace
Hi
I checked a moment ago by using 65W charger no result. It seems a need to be send to maker :)
It’s not just you; I have the same problem. I’ve been trying for over an hour to factory reset and the headphones just keep turning on and off no matter how long I hold the button and in what order I plug in the powered usb-c cable, I never see any blinking lights. My app recognizes it as a “new device” now but my bluetooth recognizes them by an old name, so there’s no confirmation they’ve been “factory reset” after all, and I still have issues with the sound quailty via my Mac OS (no issues with my phone).
Have you called Sonos Support directly to discuss it? They’d likely be able to help identify if there is an issue with your Ace.
Unfortunately I don’t really have time to do that. I’ve just had to learn to live with all the bugs, like the side button not pausing and starting my music anymore. That’s a fun one.
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