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Have seen lots of comments on this. Purchase the Sonos Ace headphones for my wife last week at the airport, and when plugged in to watch a movie, the sound is barely heard. This is using the USB C to 3.5mm cable. 

 

Good to know the issue isn’t isolated to me but not good to hear it might be a broader issue. Has a resolution been identified? 

 

Thinking it will be easier just to get a refund and buy the Sony WX5’s as this is what I use and there has been no issues. Main reason I purchased the Sonos Ace was because the Sony WX5’s don’t bluetooth well to the Sonos Arc on my TV and Sonos advised there is a known issue with LG, so best to the buy the Sonos Ace headphones. Go figure...

As I understand it the Ace needs its batttery to play form the wired connection. Was the battery full?

As I understand it the Ace needs its batttery to play form the wired connection. Was the battery full?

Yes the Sonos Ace were fully charged. I just checked it again today with my laptop and same issue. Do not work properly use a USB C to C or USB C to 3.5mm. Using Bluetooth they work as expected.

OK. I do not use my Ace like this, so cannot help you there.

Hi ​@Loshkai 

Thanks for your post!

I am sorry to hear of this issue you are having with your Sonos Ace headphones when using the 3.5mm cable, but I am not aware of any known issues of this type, and cannot find any documentation saying there is such a known issue either.

As you are using a laptop to test, please ensure that the correct audio output device has been selected in the audio settings for your laptop, ensure that the 3.5mm jack is fully inserted into the socket, and ensure that the laptop’s volume is set to the maximum level.

If none of this has helped, please try with another device that has a 3.5mm socket - you will be asked to do this during a call anyway, so if you can give it a go before calling, great.

If you still do not get any audio, I recommend you get in touch with our technical support team who can arrange for a replacement cable for you to try.

I hope this helps.

Hey Corry, there are several chats on this channel with the same issue where audio is very low. I have tried 7 different devices and 2 different cables. Unfortunately it appears to be a hardware issue that is common…

I’m curious what technical support said, when you called them?

Hi ​@Loshkai 

I do get your point, but the fact that a few people have made a similar complaint does not mean that there is an issue with Ace headphones - it could be user error or simply that the headphones or source needed a reboot in such cases. While I have found a few of the threads you are referring to, there are no associated tickets for such an issue - I can only presume that anyone who called it in managed to get it fixed while on a support call, otherwise there would be a ticket. Or, none of the people on those threads bothered to call in at all - in which case, I highly recommend that you get in touch to get this documented.

Either way, please call in.

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