emailing or talking to an actual UAD rep.

[albietracht]

Any advice on how to get a actual (as opposed to chatbot) rep to respond to a ticket or a request for help I've posted? I have had a Apollo Twin X Quad that I have had now a couple of weeks. I'll have to return it soon because of the Sweetwater policy.

 

[UniversalAudio]

Any advice on how to get a actual (as opposed to chatbot) rep to respond to a ticket or a request for help I've posted? I have had a Apollo Twin X Quad that I have had now a couple of weeks

What is your ticket #? Happy to look into it for you.

 

[albietracht]

Thank. you so much!! 794024

Hello! Any help would be appreciated. Going crazy over here.

Unable to connect:

Device: Apollo Twin X Quad

Computer and OS: iMac on VENTURA 13.6.3
Model Identifier: iMac21,1
Model Number: Z12S000NVLL/A
Chip: Apple M1
Total Number of Cores: 8 (4 performance and 4 efficiency)Memory: 16 GB
System Firmware Version: 10151.61.4

PROCESS:
First I set the security policy in recovery mode as instructed. Then I followed the instructions for Ventura OS install:

I turn on the Apollo Twin X Quad. It is connected correctly (the thunderbolt symbol is up on the device and the thunderbolt symbol facing left when viewing the computer from the back)

I go to UAD to register the device

I downloaded the correct software (Apollo Twin X Thunderbolt) and hit open

POP-UP NOTICE during the install: "installer app" would like to access files in the Documents folder. Clicked OK

POP-UP NOTICE: Background Items added- Both Software from UA and UAD Meter & Control Panel added items that can run in the background. You can manage this in Login Settings.

POP-UP NOTICE: IMPORTANT: Action Required to enable UAD Operation Click ALLOW in Privacy and Security - 30 min

FIRST ISSUE: No such button appears in Privacy and Security

POP UP: Restart required.

Restarted, STILL NO BUTTON

Manual:
If I click on UAD Meter and try to install plugins it says no AUD device found.
More troubleshooting--I have uninstalled and reinstalled multiple times. I deleted preference files before reinstall.-I've looked at LOGIN Items and both UAD files are approved.
-Manually gave UA full disc access

Reply

What is your ticket #? Happy to look into it for you.

 

[UniversalAudio]

Thank. you so much!! 794024

Hello! Any help would be appreciated. Going crazy over here.

Unable to connect:

Device: Apollo Twin X Quad

Computer and OS: iMac on VENTURA 13.6.3
Model Identifier: iMac21,1
Model Number: Z12S000NVLL/A
Chip: Apple M1
Total Number of Cores: 8 (4 performance and 4 efficiency)Memory: 16 GB
System Firmware Version: 10151.61.4

PROCESS:
First I set the security policy in recovery mode as instructed. Then I followed the instructions for Ventura OS install:

I turn on the Apollo Twin X Quad. It is connected correctly (the thunderbolt symbol is up on the device and the thunderbolt symbol facing left when viewing the computer from the back)

I go to UAD to register the device

I downloaded the correct software (Apollo Twin X Thunderbolt) and hit open

POP-UP NOTICE during the install: "installer app" would like to access files in the Documents folder. Clicked OK

POP-UP NOTICE: Background Items added- Both Software from UA and UAD Meter & Control Panel added items that can run in the background. You can manage this in Login Settings.

POP-UP NOTICE: IMPORTANT: Action Required to enable UAD Operation Click ALLOW in Privacy and Security - 30 min

FIRST ISSUE: No such button appears in Privacy and Security

POP UP: Restart required.

Restarted, STILL NO BUTTON

Manual:
If I click on UAD Meter and try to install plugins it says no AUD device found.
More troubleshooting--I have uninstalled and reinstalled multiple times. I deleted preference files before reinstall.-I've looked at LOGIN Items and both UAD files are approved.
-Manually gave UA full disc access

Reply

Support aims for 48-72 hr response times, and they do not work weekends so look for a reply within that time frame. They're also quite backed up, so it'll likely be longer. Thanks for your patience.

 

[albietracht]

I see. So no way for you to help me with this?


QUOTE="UniversalAudio, post: 497198, member: 16990"]
Support aims for 48-72 hr response times, and they do not work weekends so look for a reply within that time frame. They're also quite backed up, so it'll likely be longer. Thanks for your patience.
[/QUOTE]

 

[UniversalAudio]

I see. So no way for you to help me with this?


QUOTE="UniversalAudio, post: 497198, member: 16990"]
Support aims for 48-72 hr response times, and they do not work weekends so look for a reply within that time frame. They're also quite backed up, so it'll likely be longer. Thanks for your patience.

[/QUOTE]

I am not part of Support.

But I would start here:

Do a full uninstall/delete all prefs/reinstall

https://help.uaudio.com/hc/en-us/articles/360051069691--Mac-UAD-Uninstall-Reinstall-Procedure-?

 

[albietracht]

Thanks, but as I mentioned below, I have done that numerous times.

I am not part of Support.

But I would start here:

Do a full uninstall/delete all prefs/reinstall

https://help.uaudio.com/hc/en-us/articles/360051069691--Mac-UAD-Uninstall-Reinstall-Procedure-?

[/QUOTE]
Thalk

 

[aceweapon]

POP-UP NOTICE: IMPORTANT: Action Required to enable UAD Operation Click ALLOW in Privacy and Security - 30 min

FIRST ISSUE: No such button appears in Privacy and Security

POP UP: Restart required.

Restarted, STILL NO BUTTON

Reply

When in the General tab of Security & Privacy, you should see a message similar to above, but it’ll say Universal Audio (not Oracle America). The lock in the bottom left corner needs to be unlocked with your password to access and modify. Make sure ‘App Store and identified developers’ is the enabled option. Once the Universal Audio system software is allowed, install will complete and you’ll be asked to reboot. The hardware should appear after reboot.

 

[hotspot]

POP-UP NOTICE: IMPORTANT: Action Required to enable UAD Operation Click ALLOW in Privacy and Security - 30 min

This is the only point you missed. Everything else seems to be in order.
Support would tell you exactly the steps Drew mentioned, uninstall/delete, restart and start a new install.
When the message pops up, go just in your system settings, in Security & Privacy and do the steps as @aceweapon mentioned.
After new restart everything will be fine.

 

[UniversalAudio]

View attachment 16919
When in the General tab of Security & Privacy, you should see a message similar to above, but it’ll say Universal Audio (not Oracle America). The lock in the bottom left corner needs to be unlocked with your password to access and modify. Make sure ‘App Store and identified developers’ is the enabled option. Once the Universal Audio system software is allowed, install will complete and you’ll be asked to reboot. The hardware should appear after reboot.

As they've mentioned, Allow does not show up.

Doing a FULL uninstall should bring it back. If not, Support has more for them to try.

 

[headsnack]

I accidentally upgraded to Sonoma and am having this same issue of nothing appearing under Privacy & Security. I did the full uninstall (Delete prefs) - reinstall procedure several times but nothing shows up and my Apollo & Console don't work. If anybody has an advanced workaround, please help. Thank you.

 

[UniversalAudio]

I accidentally upgraded to Sonoma and am having this same issue of nothing appearing under Privacy & Security. I did the full uninstall (Delete prefs) - reinstall procedure several times but nothing shows up and my Apollo & Console don't work. If anybody has an advanced workaround, please help. Thank you.

Did you delete from the User Library and not the System one?

 

[headsnack]

Did you delete from the User Library and not the System one?

I honestly don’t remember but everything is working now (I had to power cycle my Satellite) despite me not having to approve anything in the Privacy & Security settings. Will this create a future problem or should i redo everything again and make sure I delete from the user library?

 

[UniversalAudio]

I honestly don’t remember but everything is working now (I had to power cycle my Satellite) despite me not having to approve anything in the Privacy & Security settings. Will this create a future problem or should i redo everything again and make sure I delete from the user library?

If it's working now, you're good.

 

[Bobbloomvt]

I accidentally upgraded to Sonoma and am having this same issue of nothing appearing under Privacy & Security. I did the full uninstall (Delete prefs) - reinstall procedure several times but nothing shows up and my Apollo & Console don't work. If anybody has an advanced workaround, please help. Thank you.

You can go back to Ventura but is a VERY difficult process as Sonoma takes the approach that there is no turning back. I had wipe the hard drive and install Sonoma from a bootable drive. The only wrinkle is that you can’t download Ventura to a computer running Sonoma. It’s a huge clstrf

and go directly to the top level of apple Pro Apps phone support or you will just make things progressively worse. I had Apple install Sonoma despite my request that they reinstall Ventura. The chat folks are hopeless, and the first level phone support and not any better.

 

[Lapieuvre]

I honestly don’t remember but everything is working now (I had to power cycle my Satellite) despite me not having to approve anything in the Privacy & Security settings. Will this create a future problem or should i redo everything again and make sure I delete from the user library?

This is hope for me, as Sonoma accidently installed itself, without me authorizing it...

So you just uninstalled / re-installed ?

Because it was working fine for a week, and then all of a sudden all the UAD plugins stopped working (shown as disabled, taking minutes to load...)

 

[Bobbloomvt]

It is very involved, requires finding the correct page buried deep in the Apple site. Then you need to have another machine that is not running Sonoma download the Ventura os, quit the install and create a bootable installer on an external drive With the downloaded os file and Terminal. Then you must Wipe the hard disk running Sonoma and start from the bootable installer. Then you basically have to reinstall everything you want on the machine, it is as new. I can post the relevant links once I’m back at the computer.

 

[Bobbloomvt]

It looks like your machine really won’t keep up with Sonoma. It is designed solely around App,e Silicon chips. Don’t know why they insist on shoving it onto every machine that has any issues. The same thing happened to me, I gave permission to reinstall Ventura and got Sonoma.

it has been over a month and I am finally close to being back to work, after buying a new computer and downgrading it to Ventura. There was one Apple tech person who completely understood that we need particular versions of things to keep our workflow going. They won’t let you talk to anybody who’s been helpful, can see who emailed you but won’t connect you with that tech again. Pathetic tech support other than her.

 

[Lapieuvre]

It looks like your machine really won’t keep up with Sonoma. It is designed solely around App,e Silicon chips.

I forgot to update my signature... I have MacBook Pro M1 MAX, 64 Gigs RAM

 

[Bobbloomvt]

How to download and install macOS - Apple Support

Download and install current or previous versions of the Mac operating system on compatible Mac computers.

support.apple.com

Create a bootable installer for macOS - Apple Support

You can use a USB flash drive or other secondary volume as a startup disk from which to install the Mac operating system. These steps are primarily for system administrators and other experienced users who are familiar with entering commands in Terminal.

support.apple.com