Sonos Ace headphones troubleshooting

Published specification

What is true of this model and changes how you fix it

• Official specifications
  Bluetooth 5.4 — newer than any Sonos speaker in this catalog (the Arc Ultra/Era models use 5.3) — with support for aptX Lossless. 1060mAh battery rated up to 30 hours listening / 24 hours with ANC or Aware mode active. Rapid charge: 3 minutes gives about 3 hours of playback. ANC reduces measured engine/transit noise by roughly 88% on average.
• Type — ANC Bluetooth headphones (battery)
  Sonos's over-ear headphones with active noise cancellation — unlike Sonos speakers these are BLUETOOTH-first (and USB-C), NOT WiFi multiroom. So they have battery/ANC/Bluetooth symptoms, not the WiFi/app-grouping issues of Sonos speakers.
• TV Audio Swap
  Their signature feature: with a compatible Sonos soundbar (Arc), TV Audio Swap moves the soundbar's TV audio to the headphones. If that fails, both must be on the same system and updated in the Sonos app — it is the one feature that touches the Sonos app.
• Battery & ANC
  Long battery life; ANC and Aware modes toggle on the headphone. Short runtime is usually high volume with ANC on; charge by USB-C.
• TV swap
  Moves the audio from a Sonos soundbar to the headphones for private listening.
• Model and serial
  The Sonos Ace headphones carry a serial inside the right ear cup or in the app. Sonos support uses the serial and the model for warranty.
• Controls and app
  The Ace uses buttons on the ear cups and the Sonos app. Pair it by Bluetooth first, then add it in the app. Update the firmware through the app.
• Noise cancelling and battery
  Active noise cancelling and Aware mode are chosen from a button or the app. Charge by USB-C, and note that noise cancelling uses battery. Keep the headphones in their case.
• Pairing and switching
  The Ace pairs with a phone by Bluetooth and can switch between devices. If it will not pair, remove it from the phone's list, reset it as the Sonos app says and pair again. Use the app to add it to your Sonos account.
• Using it with a TV
  On Sonos soundbars, the Ace can receive TV sound with Sonos's TV Audio Swap feature. Check that the soundbar and the headphones are on the same network and updated.

Where these figures were read. sonos.com/en-us/shop/sonos-ace (Sonos Ace product page)

Manufacturer support for this product line. Sonos Support — Product support. Official Sonos setup, network, grouping, playback and home-theater support.

Also read for this model. Wikipedia — Sonos.