Enthusiast II

Answered

Sonos Ace - Buzzing / Static Noise and low volume HELP

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Hi,

I hope anyone has a similar issues or noticed the same thing on their ACE (I’m hoping it’s a software issue and not hardware).

Basically after testing my Sonos Ace today I’ve noticed that in my right ear (when on noise cancelling) there’s a static or buzzing sound almost like the mics for noise cancelling are not working properly (just a theory).

I know it has nothing to do with my hearing as if I swap ears the disturbance can be heard in my left ear. So it’s defo a problem with the headphones.

has anyone noticed this on their pair? I’m hoping it’s a software issue and maybe others have also noticed it so I don’t need to return my pair.

I tried to call Support today but after I was transferred to the technical team I was left on a queue for over 50min and I gave up.

please if anyone else has this issue and it’s not my pair being faulty then let me know!

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J

JayperryAnswer

Lyricist III

Okay updating the thread as I have some exciting news!! After receiving my replacement Ace headphone and being disappointed to find a slight static/buzzing I am happy to say that the new update released today has fixed the issue. The buzzing/static is gone and must have been related to software. Phew 😮‍💨 cuz I really do love these headphones

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cgogerty

Enthusiast I

I have set up my new Ace Headphones and updated the firmware and can confirm I DONT have this issue. I feel the sound to be clean and the ANC & transparency to be far better than my QC45 and Senn M4 headphones.

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CG

Corry P

Sonos Staff

Hi @jjboyce et al

I’m sorry to hear of the issue you all are having with your new Aces! Please ensure you have the latest Sonos update and Sonos app update, and if the issue is still present, I’d encourage you to call in to our technical support team for assistance.

I hope this helps.

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

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AshCM

Lyricist II

Hi @jjboyce et al

I’m sorry to hear of the issue you all are having with your new Aces! Please ensure you have the latest Sonos update and Sonos app update, and if the issue is still present, I’d encourage you to call in to our technical support team for assistance.

I hope this helps.

Yes both updated, I've tried calling twice now though already and it's a 50 minute waiting time. I don't have that much time to consistently wait, this is a joke and the live chat never works.

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Mateusz W

Lyricist I

Unfortunately the same here - just unboxed my Ace, set it up and updated (app was already updated) and the right one is also buzzing :(

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rosswells127

Prodigy I

@jjboyce

I did the updates and can confirm still no buzzing/static in right ear with or without ANC activated. Tested both via Bluetooth and cable.

Regardless of my findings, with the number of people reporting this issue I do hope Sonos get on top of this issue or at least report back acknowledging the issue ASAP.

Ross.

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jjboyceAuthor

Enthusiast II

@rosswells127

I totally agree with you. It seems like it’s not just one or two pairs if there is a bunch of us here I’m sure there are even more people that haven’t come across this thread or haven’t yet noticed.

The funny thing about this buzzing noises that I am pretty certain right now it is connected to Bluetooth and ANC. because if I cable my headphones in and turn on ANC, it’s absolutely perfect. So the buzzing has to be related to Bluetooth. Another thing I noticed from testing is that if you play the music for a little bit and then switch song you might not hear the buzz in between, but if I pause the song, you can definitely start hearing it again.

so strange honestly. I hope Sonos acknowledges it as a bug or something. Unless they want people to return these en masse.

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Corry P

Sonos Staff

Hi @rosswells127

@jjboyce

I did the updates and can confirm still no buzzing/static in right ear with or without ANC activated. Tested both via Bluetooth and cable.

Regardless of my findings, with the number of people reporting this issue I do hope Sonos get on top of this issue or at least report back acknowledging the issue ASAP.

Ross.

I just did - please call in and we’ll replace the headphones for you.

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

J

jjboyceAuthor

Enthusiast II

@Corry P

okay thank you. I’ll phone in shortly (hope the wait times aren’t so crazy! Yesterday I waited a whole 55 min before hanging up as nobody picked up from technical.. not cool).

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AshCM

Lyricist II

@Corry P

okay thank you. I’ll phone in shortly (hope the wait times aren’t so crazy! Yesterday I waited a whole 55 min before hanging up as nobody picked up from technical.. not cool).

Just got off the phone after 1hr 37mins, they're going to replace

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laurentxdubois

Lyricist III

Hello from France. The Sonos Ace works fine, but as soon as I use its microphone for a Bluetooth call (with ANC activated), I hear a buzzing sound (mostly from the right ear) as if it were wave interference.
The Sonos Ace is up-to-date.

No issue while listening to music only.

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