Sonos Ace - Mic issues with Slack

Hi @Andre17 

Welcome to the Sonos Community! And, apologies for the delay.

My colleague has also seen such behaviour during Zoom meetings, and is asking if you maybe have Ace’s Multipoint feature enabled and have it connected to your phone with Bluetooth in addition to your computer - he says if he gets a phone notification, his Ace mic disconnects from Zoom and doesn’t reconnect.

If you do have Multipoint enabled, please try either disabling it prior to your next Slack call, or put your phone in silent mode for the duration of the call. Settings icon » Ace » Multipoint.

It’s also possible (though it’s admittedly a long-shot) that a reboot of your MacBook may improve matters.

I hope this helps.

@Corry P 

Thanks for the response. I have tried this, as well as factory resetting the headphones. Still no luck. My mic consistently cuts out withing 5 seconds of speaking on slack. It works just fine in google meets, but am scared to try them in other virtual meeting platforms with clients should this issue persist.

Hopefully this can get looked into.

Hi @Andre17 

No notifications involved then? OK. 

Have you tried using Slack and Ace together on another device? On your phone, perhaps, or a Windows PC/laptop? It might be useful to know if it is only one platform that is affected.

I’m going to be off next week, but I have asked a colleague to look into this issue for you.

I am having the same problems with my Ace headphones, but in Chime video calls on a Mac laptop at work. Soon after the meeting starts, the mic quits. I can still hear everyone, but they can’t hear me. I’ve tried disabling Multipoint, but no change. It’s very frustrating, and quite frankly, embarrassing. 

Hi @Andre17 

Apologies for the delay. I was finally able to test this situation for you - I had a 17 minute call with a colleague who was using Ace on Slack with a MacBook and I had no trouble hearing him at any point. I don’t know if this success was due to recent updates or not, so I recommend that you ensure that Slack, macOS and Sonos software are all up to date.

If you then continue to see this behaviour, please submit a support diagnostic immediately afterwards and let me know here when you have done so (don’t share the given number) - I’ll pass it over to my colleague for examination.

Hi @Jakelty 

Welcome to the Sonos Community!

Sorry to hear you’re having similar issues on Chime. Please check for software updates, as above, and also try resetting the headphones. If these steps do not help, please recreate the issue and submit a support diagnostic, letting me know here when you have done so. Thanks.

I am also experiencing this problem.  Brand new Ace headphones paired solely with my Mac Studio - never paired with any other devices.  Repeatable to have the mic stop transmitting audio after a few minutes in Chime or Slack calls.  Had to switch to my AirPods Max.

Hi @aclosedmind 

Sorry to hear you’ve been experiencing the same.

I can only recommend that you please submit a support diagnostic after experiencing this issue, and we’ll look into it for you - just let me know when you have done so.

I am encountering this issue as well, quite annoying. How can I repro it from my mac alone? I don’t see how to generate a diagnostic report from my mac.

I can do it with mutli-point enabled. Seems super easy to reproduce by joining a call in Amazon chime, unmuting and speaking, muting again and saying something while muted from Amazon Chime, and then unmuting again. At that point, the mic doesn’t pick up anything in the call which is really disruptive if there is any background noise while muted. 

I generated a diagnostic report while connected to my android device at the same time. It was muted, so it should not have interrupt mutli-point. The diagnostic code is ***********.

Let me know if I can repro this and generate a diagnostic report on my mac alone.​​​​​​

Moderator edit: Diagnostics number recorded and removed

Hi @bigahen 

Thanks for the diagnostics - I’ll pass them along to a colleague.

The Desktop App does not yet have the ability to include Ace info in it’s diagnostics, so that won’t be an option at present.