Contributor I

Sonos Ace - Mic issues with Slack

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Hi everyone,

Got my Ace headphones last week and really like them.

A big issue I’m having is with the microphone, specifically with Slack (I don’t seem to have this issue with teams, google meets, phone calls, etc.).

During slack calls, within a few minutes the Ace microphone seems to stop picking up audio. I’ve had several calls now where other people in the call suddenly stop being able to hear me. If I disconnect and reconnect to the call, that will usually buy me another few minutes before it happens all over again.

I’ve checked all of my macbook audio/slack audio settings, and everything is how it should be.

Wondering if anyone else has experienced this and/or found a way to fix it.

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Pinned Reply By Corry P

Hi @Andre17 et al

Thanks to your reporting we have identified an issue affecting the system volume setting of Ace’s microphone when connected to macOS and are investigating.

Please be aware of the following workarounds:

Use a USB-C cable for line-in (not the 3.5mm cable, which doesn't carry microphone audio)
Configure the macOS sound settings input to use the built-in Mac microphone while using Sonos Ace for output

I hope this helps.

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A

Appajipjip

Contributor I

Hi,

Same problem over here. I never had this issue in 2/3 weeks, but now a few times within an hour. Also, the led is blinking orange/white very fast.

Diagnostics number:*************

Moderator edit: Diagnostics number recorded and removed.

B

babulon

Lyricist I

I have this same exact issue using my Ace with Amazon Chime.

My microphone would stop working mid-meeting. I can continue to hear everything from the meeting, but mid-meeting my microphone would just stop working, leading me to have to just disconnect my Ace and just stop using it. This never had this issue with my Bose headphones which also have multi-point, so this isn’t a multi-point issue at all.

Corry P

Sonos Staff

Hi @Andre17 et al

In our testing, we have been unable to reproduce this issue, and are unable to see anything unusual in the diagnostics you have given us.

We recommend rebooting the device that Ace is connected to, to see if that helps.

In addition, please try the following steps:

Reboot Ace:

Disconnect Sonos Ace from any USB-C cable connections.
On the left ear cup, press and hold the Power/Bluetooth button for about 3 seconds. Sonos Ace will play a power-off tone and the status light will turn off.
Wait 10 seconds.
Press and hold the Power/Bluetooth button for about 3 seconds to turn Sonos Ace back on.

And if things don’t improve, please try:

Reset Ace:

Sonos Ace will need a powered USB-C connection during part of the reset process. Get a USB-C cable ready by connecting it to a power source, like a laptop or a wall adapter, but don’t connect it to Sonos Ace yet.
Make sure your Sonos Ace is powered on.
Press and hold the power button on Sonos Ace, then immediately plug the USB-C cable into the USB-C port on the left ear cup.
Continue holding the power button until Sonos Ace’s status light flashes white, about 7 seconds.
After the status light flashes white, unplug the USB-C cable from Sonos Ace and release the power button.

Once reset, Sonos Ace will go into pairing mode and show a flashing blue status light.

After resetting Sonos Ace, you can reconnect it to a previously-used device, but you first need to remove it from your device’s list of remembered connections. To do this, open your device’s Bluetooth or Connected Device settings, select Sonos Ace from the list, then choose Forget or Remove.

Is there anyone here experiencing this issue with Ace connecting to any device other than a MacBook? So far, it’s the only pattern that I’m seeing.

If you are able to replicate this issue at will (even after reboots), I recommend you get in touch with our technical support team for further investigation.

I hope this helps.

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

A

aclosedmind

Trending Lyricist I

I had this issue connected to a Mac Studio. It has not been paired with any other device, including my phone.

Has your team reproduced this with Slack or Amazon Chime? That seems to be the common denominator here, so if your teams are just testing with phone calls or other comm software, you’re barking up the wrong tree.

Corry P

Sonos Staff

Hi @aclosedmind

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.

We did indeed, as stated.

I am now wondering if this has anything at all to do with Slack or Chime, however, and is not just an issue with Macs - again, I still haven’t seen any reports from users not using Macs.

Is anyone here able to recreate this issue without using an application (Slack, Teams, Chime, etc)? I am not a Mac user, but I assume there is some way in MacOS to monitor the incoming level from a connected microphone? It would be interesting - and important - if it turned out that the microphone was cutting out even when not in use by an application, as this would suggest it is more to do with MacOS than anything else.

I look forward to hearing back from anyone who can test this.

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

A

aclosedmind

Trending Lyricist I

I would be happy to work with someone on your team to test from a Mac using Chime as that is easily reproducible. I also have, shall we say, unique access to engage directly with certain development teams that may be of use.

melvimbe

@Corry P I may be experiencing the same issue with Windows/zoom. Everything was working fine up until last week, as I was able to connect to both my phone and laptop fine for both speaker and mic. Then, while on a zoom call through the PC, I receive a call in my phone which cut in on the audio. Ever since that point, I have not been able to access the mic on the PC (phone still works as expected.

I’ve tried repairing to the PC, rebooting PC,and any audio setting I could find, I spoke with the helpdesk at the office to see if there was any setting I was unaware of. The PC just refuses to recognize that Ace has a mic. I tried it with multipoint on/off, nothing.

I just tried the reboot and reset as recommended above and this did not help either. Screenshot below is the zoom settings, which probably isn’t helpful.

Danny

Corry P

Sonos Staff

Hi @melvimbe

Thank you! I think that might be highly pertinent, and it makes a lot more sense than 3 applications having same issue. It’s also interesting that you see it with Windows too - I’ll pass all this on.

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

Corry P

Sonos Staff

Hi Everyone

Can I please ask everyone here what kind of connection you are using? Bluetooth or USB-C to USB-C? Thanks.

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

melvimbe

Hi Everyone

Can I please ask everyone here what kind of connection you are using? Bluetooth or USB-C to USB-C? Thanks.

Bluetooth. I have not tried USB C.

Edit - Just tried USB-C and the mic is working. However, I constantly get this windows pop up.

Danny

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Reboot Ace:

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