Contributor I

Question

Sonos Ace Keeps Disconnecting During Playback

26 replies
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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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K

kuchocoAuthor

Contributor I

I had to factory reset the device to get it to work correctly again. I've never tried connecting it to multiple devices since then.

Corry P

Sonos Staff

Hi @Mondi99

Have you called in to create a support case and to report the issue? The more cases there are, the more seriously this issue will be taken! Merely letting others report it and hoping that a fix will come soon just isn’t the way to go about it - if you have this issue, please call in.

Hi @Puddleduck1960

Glad to hear that Ace is behaving better! Thanks for updating the thread!

In regards to the app crashing, please try uninstalling it and reinstalling. Be sure to opt to connect to an existing system afterwards.

I hope this helps.

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

P

Puddleduck1960

Contributor I

Hi @Mondi99

Yes, done that, been there. I believe I’ve uninstalled and installed the app several times. Most of the times I get no product found. Sometimes I’m lucky that when I’m watching something on the TV with Dolby Atmos the app will work. At least occasionally. In my experience faults like that are the worst. Devilishly difficult to sort out.

Corry P

Sonos Staff

Hi @Puddleduck1960

When ever I see “No Products Found” (maybe once a day) I just force-close the Sonos app and immediately re-open it again and it connects without issue.

How to force quit an app on iPhone, iPad:

Swipe up from the bottom of the device. If your device has a home button, double press that instead.
This will bring up a carousel of all the open windows on your device.
Swipe the app you want to close. It will disappear from the carousel.
Reopen the app.

How to force quit an app on Android:

Open the Settings app on the Android device.
Scroll the list and tap Apps, Applications or Manage apps.
Scroll the list to find the app to force quit.
Tap FORCE STOP.
OR (optional) On certain devices like Samsung, tap Application Manager (the button to the left of the Home button), then swipe Sonos app up and off screen

I hope this helps.

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

P

Puddleduck1960

Contributor I

Hi @Mondi99,

Uninstalled the app, made sure I was in the correct wifi and the app works. I’ll try and figure out why it starts to wink out though. Even if I’ve managed to get it working again, but it will start winking out every once in a while. I’ll keep an eye out and see what might be causing this. Thanks anyway for the assistance.

D

duerrt

Lyricist II

I’m having the same issues.

Tried to return but Sonos only allows returns if you buy from them.

I consider myself the biggest idiot in the world for buying another Sonos product.

I’m pretty sure I’ve never hated a company as much as I hate Sonos!

Is there a class action suit out there against Sonos? If not, there should be.

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