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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

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    Elbow
    Lyricist I
    July 13, 2024

    Same for me. Disconnects from my MacBook and my Hisense TV randomly and frequently. This is not great!

    Puddleduck1960
    Contributor I
    July 28, 2024

    Same here. Just set up my Sonos Ace. I tried two weeks back, but no way could I connect the Ace to the app. So I thought I’d just wait for a firmware update. And - hey presto - the update arrived this morning. Got everything installed, set up and was looking forward to some great rock music. But within minutes I encountered the same problem. Intermittent BT connection drops. 

     

    Seriously Sonos. A device that costs over 500 euros (I’m in Austria) should at least provide a basic function like rock-solid BT connections. Come on guys, you can do better than that….

     

    Easyas314
    Lyricist II
    July 28, 2024

    Returned

    Chunky1234
    Lyricist III
    July 31, 2024

    Same here, headphones happily connected, then the connection drops out. Then have to manually reconnect.

    New firmware installed, problem still exists. Not great tbh. Have a £40.00 set of in ears from Amazon that have no drop outs whatsoever.

    Please fix this as I fear I will have to return dueto cost vs. reliability.

     

     

    Chunky1234
    Lyricist III
    July 31, 2024

    Diagnostic report sent.

    Corry P
    Corry P
    Sonos Staff
    August 1, 2024

    Hi @Chunky1234 

    Thanks for that! unfortunately, I could not find anything useful. 

    I recommend anyone affected by this to please try the following steps, testing after each main step:

    Step 1 - Confirm Ace is up to date

    1. Check for updates to confirm that Ace is fully up to date. (Settings icon » Sonos Ace » Check for updates while connected with Bluetooth)

    Step 2 - Confirm Home Theatre Audio Swap is not enabled

    1. When Audio Swap is active, Bluetooth is disabled.
    2. Tap Swap Back to send the audio back to the Home Theatre product.
    3. Alternatively, within the Sonos App swipe up on the Now Playing bar, and select Ace.
    4. Ensure Ace is not currently receiving audio from a Home Theatre product via Audio Swap.
    5. If Home Theatre Audio Swap is enabled, press and hold the Content Key to send audio back to the Home Theatre Product.

    Step 3 - Check the source device

    1. If disconnected, tap on Ace within the Bluetooth menu to reconnect.
    2. Ensure Ace is within 10 meters (30 feet) of the source device.
    3. Relocate the source device and Ace if they are near any devices or materials that can interfere with Bluetooth signals such as microwaves, cordless phones, metal, and concrete.
    4. Confirm the source device is powered on, and Bluetooth is enabled on the device.
    5. Check the device's Bluetooth settings to see if Ace is displaying as connected.

    Step 4 - Unpair and Re-pair Ace

    1. Unpair Ace as a device within the device's Bluetooth settings.
    2. Attempt to re-pair Ace to Bluetooth.

    Step 5 - Force Reboot/Reset Ace

    1. Force reboot Ace by holding the power button for ten seconds.
    2. If the issue persists, factory reset Ace then test connecting to Bluetooth after setting the product up again.

    If none of this resolves the issue, I recommend you get in touch with our technical support team for additional assistance.

    I hope this helps.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    Jtss
    Lyricist I
    September 7, 2024

    Hi @Corry P,


    unfortunately, these steps do not solve the problem either. With my iPhone, the connection to the Sonos Ace works without any problems. However, when I connect them to my MacBook, I also have automated disconnects. And this has nothing to do with the distance to the headphones. I have installed the latest software for the headphones and don't understand how such an elementary error can still exist after 2 months at the price of the device.

    Is there now a final fix for the problem? If not, the headphones will go straight back. At this price, it really can't be true.

    Corry P
    Corry P
    Sonos Staff
    September 9, 2024

    Hi @Jtss 

    I’m sorry to hear those steps did not help - thanks for trying them.

    At this point, I can only recommend that you get in touch with our technical support team to report this behaviour - without existing support cases, it won’t be addressed or identified.

    Do you have Bluetooth multipoint enabled on your Ace? If so, and if Ace is connected to both your Mac and your iPhone at the same time, it’s possible that a notification sound from your phone would stop on-going audio from the Mac. One source must stop playing for the other to work, and if both play at the same time, you may well get this effect. Please test the connection to your MacBook with multipoint disabled to ensure this is not the issue you are encountering. Settings icon » [Sonos Ace] » Multipoint » Off.

    I hope this helps.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
      Mondi99
      Lyricist I
      September 23, 2024

      I have the same issue with the Ace and my I Pad. The connection works but as soon as I start Netflix or listen to music with Apple Music it disconnects. Are there any news or updates already? 

      As more people seem to have it that should be more of a regular issue so I would be interested if there is progress on a fix already?

      Puddleduck1960
      Contributor I
      September 23, 2024

      The last updates seem to have sorted the problem. The headset works fine now. However, now the Sonos app on my mobile phone crashes. I can start it but it immediately winks out. I’m beginning to feel a bit like Victor Meldrew: I don’t believe it…. 

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