Sonos's Ace update article gives the route: the headphones must be set up in the Sonos app and connected to your iOS or Android device by Bluetooth, and the app must stay open during the update. Go to Settings, select the Ace under Headphones, choose About, Software Updates and Check for Updates; if one is available the app guides you. Keep the headphones near the phone while updating: the status light blinks orange and white during the update and returns to solid blue when it finishes.
The first-time update activates app customization for multipoint, wear detection and noise control cycling, EQ and TV Audio Swap. If an update stalls, charge the headphones, keep the app open and the headphones close, reconnect Bluetooth, force reboot with a 10-second hold and USB-C disconnected and try again. The app itself updates from the App Store or Google Play. If the app cannot see the headphones, forget and re-pair them and use Add Headphones in the Sonos app.
Differential
Likely causes of “Sonos Ace headphones app or firmware update will not complete”, and how to tell them apart
- 1
The app was closed
What separates it The update stops because the Sonos app was closed
How to confirm Keep the Sonos app open, on screen, until the update has finished
- 2
The headphones are out of range
What separates it The update pauses because the headphones are out of range
How to confirm Keep the headphones near the phone, within a few feet, during the update
- 3
A low battery
What separates it The update will not start because the battery is low
How to confirm Charge the headphones first, and then start the update
- 4
The app cannot find the headphones
What separates it There is no Software Updates option because the app cannot find the headphones
How to confirm Pair the headphones again, and add them in the app, so the app can find them
- 5
A stalled update
What separates it There is no progress because the update has stalled
How to confirm Force a reboot, and then retry the update from the start
- 6
A phone Bluetooth glitch
What separates it The update stalls at the start because of a Bluetooth glitch on the phone
How to confirm Turn Bluetooth off and on, then reconnect the headphones
- 7
An old Sonos app
What separates it The Software Updates option is missing because the Sonos app is old
How to confirm Update the Sonos app from the store, and then look for Software Updates
Before you touch a setting
Record this first — changing settings destroys the evidence
- The version of the Sonos app and the phone that you use
- What the status light on the headphones does during the update
- Whether the update started and where it stopped
Try in this order
0 of 9 completedCharge
ReversibleCharge the headphones, so that the battery cannot run out during the update, and then test again to see whether it helped.
Connect
ReversibleConnect by pairing with Bluetooth, and open the Sonos app, so it can see the headphones.
Check for updates
ReversibleCheck for updates, by going to Settings, the headphones, About, and then Check for Updates.
Keep them close
ReversibleKeep them close, staying near the phone, with the app open, while the update runs.
Watch the light
ReversibleWatch the light, which blinks orange and white during the update, and then turns solid blue.
Force reboot
ReversibleForce a reboot by holding the button for ten seconds, with USB-C disconnected, if it stalls.
Contact Sonos
ReversibleContact Sonos Support if the update fails after these steps, giving them the app version.
Update the app
ReversibleUpdate the app by installing the latest Sonos app from the App Store or Google Play.
Reconnect Bluetooth
ReversibleReconnect Bluetooth, by turning it off and on, and confirm the solid blue light, and then test again to see whether it helped.
Model-specific
What is true of this model and not of its siblings
- Update route
- Sonos: set up in the app, connect over Bluetooth, keep the app open, About, Software Updates, Check for Updates.
- First-time update
- It activates multipoint, wear detection, noise control customization, EQ and TV Audio Swap for the Ace.
- Update and features
- Sonos says the first update turns on app customization, TV Audio Swap and spatial audio streaming from an Arc to the Ace, with Beam and Ray support following.
Stop boundary
When this stops being a self-service repair
- !If the update fails repeatedly after a forced reboot, contact Sonos Support
- !If the app cannot see the headphones, re-add them
- !If the light never blinks orange and white, contact Sonos
Evidence ledger
Sources behind this answer
The update route, keeping the app open and the orange and white light.
What the first update activates.
Adding the headphones in the app.
Forced reboot.
The company and its products.
Exact questions
Common questions
How do I update the Sonos Ace?+
Settings, the headphones, About, Software Updates, Check for Updates.
Does the app need to stay open?+
Yes, the app needs to stay open, until the update has finished.
What does the first update do?+
It enables multipoint, wear detection, noise control cycling, EQ and TV Audio Swap customization.
Do I need Bluetooth?+
Yes, the headphones must be connected by Bluetooth.
What if it stalls?+
If it stalls, force a reboot, and then retry the update from the start.
Do I need to set up first?+
Yes, the headphones must be set up in the app.
Does the Ace Ultra update the same way?+
Yes, the Ace Ultra updates the same way, through the Sonos app.