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kuchoco
Contributor I
June 13, 2024
Question

Sonos Ace Keeps Disconnecting During Playback

I will be actively using my Sonos Ace headphones connected via Bluetooth to my Samsung Galaxy. During playback, the headphones will completely disconnect and I have to manually reconnect them to my phone in the Bluetooth settings. Has anyone else encountered this and/or solved? I do not have multipoint turned on. The phone is literally right by me. I’ve restarted all devices and still encounter this problem.

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    26 replies

    craigmmorq4
    Lyricist II
    June 14, 2024

    Yep I have the same issue

      BrianBosch
      BrianBosch
      Lyricist III
      June 14, 2024

      Yep same here. Had several BT spontaneous disconnects. Both in my laptop and Pixel 8. And in some cases a short LF buzz. Then it seems  the ACE was ‘locked’. No BT reconnect possible. Turn off device and after multiple attemps the BT connection came back. 
      Tried with multipoint on/off without any different outcome. 
      Also headphone and my devices were about max. 3-4 feet seperated. 

      Returned the ACE 

        kuchocoAuthor
        Contributor I
        June 14, 2024

        Finally got through to Sonos support and the response I got was to test with another device and no one else has reported it. *sigh*

          IRH
          Lyricist II
          June 27, 2024

          Same same. While watching a film and using Ace via Bluetooth it drops out several times while watching the film.  Need to disconnect and the reconnect. Frustrating as Apple AirPods no issue. 

            Easyas314
            Lyricist II
            June 29, 2024

            Definitely an issue - maybe they havent figured out BT ? lol.

             

            this type of issue has never happened on any of my Sony or Bose headphones - extremely frustrating

             

             

              IRH
              Lyricist II
              June 30, 2024

              Just did the latest update so with luck maybe a fix?.

              IRH
              Lyricist II
              July 1, 2024

              Ok SONOS. Any response would be good right now. Seriously considering demanding a refund for a product failing to deliver on a basic requirement. Using the latest Amazon Firestick and headphones just cease Bluetooth sound. Never any issues with Bose or Apple products.

                Bdjejejejeidkdslslldldlddldp
                Lyricist I
                July 5, 2024

                Support this. My ace disconnect a lot from laptop. Very annoying sonce I use it for work meetings. Please do firmware update.

                  Easyas314
                  Lyricist II
                  July 5, 2024

                  Tried latest firmware a couple of days ago.  Still drops mic from zoom and chime calls.  This is only happening with Ace on a 1 month old MBP.

                  Corry P
                  Corry P
                  Sonos Staff
                  July 8, 2024

                  Hi @kuchoco

                  Welcome to the Sonos Community!

                  I’d like to look into this issue for you all - it sounds very annoying, and not at all what we want you to experience!

                  Could you please try to recreate the issue, Bluetooth-connecting a device with the Sonos app installed on it, then submit a support diagnostic afterwards? Please let me know here when you have done so, but please don’t share the number given at the end of the process - I’ll be able to find them regardless. Thanks.

                   

                  @Easyas314 - The Desktop app doesn’t currently report anything about Ace, so there’d be no point in you doing this on your MacBook, but I think it’s safe to assume that if there is an issue and if it is fixed for other devices, it will be for your MBP too.

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