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Sonos Ace Sleeps/Disconnects after a while in mac (also during calls in MS Teams)

  • October 24, 2024
  • 14 replies
  • 357 views
S
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Hey,

 

I’ve been noticing recently that my Sonos Ace plays a beep sound and suddenly stops playing/recording any sounds.

The weird thing is the headphone is still connected and is selected as the audio source in Mac and Teams, but it just doesn’t work. I either have to turn it on/off, or recently found that switching the audio device in both Mac/Teams gets it back to a working state.

I’m suspecting it’s a sleep/idle-detection issue, where it “thinks” it’s idling and goes into a hibernate mode to save power.

Anyone else has had this issue? It’s very frustrating, specially during some important meetings where it happens.

Best answer by Ken_Griffiths

I guess you can always toggle ‘off’ the wear detection ‘play/pause’ feature in the Sonos App. I can only guess that some users ‘perhaps’ might have issues with the feature. Possibly some users with longer hair over their ears ‘might’ encounter an issue with it - however that’s just a bit of a guess on my part.

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14 replies

Stanley_4
  • Stanley_4
  • Lead Maestro
  • October 24, 2024

Did you check the alignment of the IR windows inside the ear cups?

S
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  • SpiXy
  • Author
  • Contributor I
  • October 24, 2024

@Stanley_4 No not really as I had no idea that’s a place I need to start, or how to do that for that matter, do you mind providing some color ?

Thanks!

S
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  • SpiXy
  • Author
  • Contributor I
  • October 24, 2024

By the way, I’ve had the headphone for like 9 days now, so still testing it out, is the “IR window” a thing that’s supposed to become misaligned in such a short time? never had any such issue with my prior headphones (XM-4 and NC700)

Ken_Griffiths

@Stanley_4 No not really as I had no idea that’s a place I need to start, or how to do that for that matter, do you mind providing some color ?

Thanks!

Simply pull off the magnetically attached ear-cups and check the sensor alignment and just ensure they are clean. 

Stanley_4
S
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  • SpiXy
  • Author
  • Contributor I
  • October 24, 2024

I believe you mean the black piece visible in this image? Is the current state aligned? I had to move it like 1-2mm to have them perfectly aligned, but seems after I put them on and off, the hole moves a bit anyway, and I didn’t notice a full misalignment to begin with.

But thanks for the input, I’ll see if it happens next time (the beep into idle) and check if any of the caps have moved further.

I’d appreciate if you could share, whether if there’s any other causes, or if you know of any documentation for that sudden “beep” that gets played before this happens somewhere (on when it gets played and what causes it)

 

Stanley_4
  • Stanley_4
  • Lead Maestro
  • October 24, 2024

The guide could use a lot more detail: https://www.sonos.com/en-us/guides/sonosace

I’d love to see a lot more necessary (in my opinion) Ace information displayed, and some that is displayed shown in a much more usable location.

Pet peeves are the noise cancellation mode and battery levels. Both should be on the main page, not buried in settings. 

Oh and seeing now playing RINCON….. is far less than useful.

Can’t hope for new features when they are in disaster recovery mode.

Ken_Griffiths

I guess you can always toggle ‘off’ the wear detection ‘play/pause’ feature in the Sonos App. I can only guess that some users ‘perhaps’ might have issues with the feature. Possibly some users with longer hair over their ears ‘might’ encounter an issue with it - however that’s just a bit of a guess on my part.

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S
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  • SpiXy
  • Author
  • Contributor I
  • October 24, 2024

Oh, that also rings some bells, I have long hairs, and sometimes I just put the headphone on my hairs over the ears, so that might have had something to do with this as well.

 

Thanks for your insights! I’ll see if this happens again and report back. Still though, I’m very curious about the source of that beep I hear before this happens, is that something you might know? Or know of any documentation on under what circumstances the headphone will generate alerts? 
 

Ken_Griffiths

The guide could use a lot more detail: https://www.sonos.com/en-us/guides/sonosace

I’d love to see a lot more necessary (in my opinion) Ace information displayed, and some that is displayed shown in a much more usable location.

Pet peeves are the noise cancellation mode and battery levels. Both should be on the main page, not buried in settings. 

I see the noise cancellation and battery levels shown on the main home page when the Ace room is in focus using BLE ? …and the Ace ANC image (in the App) can be tapped/toggled to switch ANC mode off etc. See attached.

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Stanley_4
Ken_Griffiths

Oh, that also rings some bells, I have long hairs, and sometimes I just put the headphone on my hairs over the ears, so that might have had something to do with this as well.

 

Thanks for your insights! I’ll see if this happens again and report back. Still though, I’m very curious about the source of that beep I hear before this happens, is that something you might know? Or know of any documentation on under what circumstances the headphone will generate alerts? 
 

Yes the ‘beep’ occurs as the wear mode ‘play/pause’ feature starts or stops the playback - that’s clearly something the Ace does ’by design’.

Edit - in fact I think the beep is just shortly before the playback starts to show that the audio was started by the Ace wear mode detection feature.

Stanley_4
  • Stanley_4
  • Lead Maestro
  • October 24, 2024

I haven’t used mine for a while now, must have forgotten that they were there. I’ll have to charge them up and give them another look. Thanks.

Ken_Griffiths
Ken_Griffiths

I haven’t used mine for a while now, must have forgotten that they were there. I’ll have to charge them up and give them another look. Thanks.

Note if you tap/select the Ace headphone image in the App too, it will take you direct to the Ace settings - saves having to go through the settings (cog icon) top right in the App to get to those settings. HTH

Stanley_4
K
  • Kaspars
  • Lyricist I
  • November 1, 2024

The same issue happens both on windows and also on iphone - headphones disconnect from the source after about 4 minutes of idle . But on iphone (and windows) it still shows as connected. Started to happen after I upgraded firmware to 3.1.4 version.

Talked with support - they acknowledged that team is investigation the issue. Firmware downgrade is not possible. No other solutions possible. The agent just said to wait for an update...

C
  • ChrisP97
  • Lyricist I
  • November 29, 2024

Hello everyone, 
I have exactly the same issue as you. I also have two other issues: 
- When I switch between a call in Teams. (hang up and call another user, or join another meeting) both the microphone and the headphones no longer work. It is displayed connected (connected via USB C & USB C) 
Input device Sonos ace usb 
Output device Sonos Ace usb 
I always have to disconnect the device from the USB connection once and reconnect it so that I can use it in a Teams call. Is there a solution for this? Does anyone have the same problem?

- I keep experiencing drops in quality when using the USB C connection. When someone speaks, the quality drops briefly (short robotic voice), but I don't have the problem without headphones. It's not due to the internet. Does anyone have the same issue?

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