Unable to connect new Sonos Ace to the Sonos app.

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Hi, I just got a brand new pair of Sonos Ace headphones. Connected them via Bluetooth to my OnePlus 10 Pro, running OxygenOS 15. Then downloaded the Sonos app and tried adding the headphones to it. The app finds the headphones, tries to set them up, then when the screen displays "preparing the Sonos Ace" it interrupts and says it couldn't add the ace and to check the Bluetooth connection. I've tried resetting the app, resetting the Bluetooth connection. Nothing is helping.

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AirgetlamAnswer

I think I’d call Sonos Support directly to discuss it.

When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Bruce

AirgetlamAnswer

I think I’d call Sonos Support directly to discuss it.

When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Bruce

Airgetlam

Although it does sound a lot like your phone is unable to resolve the update server’s address. I’d be sure you’re not running any port blocking software, such as VPNs, work profiles, virus protection, or firewalls, too.

Bruce

N

NimroodAuthor

Contributor I

Although it does sound a lot like your phone is unable to resolve the update server’s address. I’d be sure you’re not running any port blocking software, such as VPNs, work profiles, virus protection, or firewalls, too.

There's no port blocking software on my network, but just to be sure I've tried other networks as well. And why would the Sonos app need access to the update server to add my headphones?

I'll give Sonos support a call next week, although I might just return the headphones instead. At this point I'm not sure if they're worth the hassle.

Airgetlam

If the Sonos system is going to update the Headphones, it has to get that ‘update’ from the Sonos servers, where the update data lives. If you had any blocking software, that could keep the Sonos system from reaching out to the servers. Since you don’t, there’s something else going on, and calling Sonos would be the right move.

Bruce

S

Swiftlink

Lyricist I

Have the same problem on my Nord 2 phone incredibly frustrating s o n o s don't seem to care anything ever it doesn't connect to my I have one phone that it connects to for someone unknown reason My phone is barely working

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