I'm at the point of genuinely resenting Universal Audio. This forum is my last hope. Please help!

M

maximusgordon

New Member
Hi,

I realize that's a prickly opener, but I have never once in my life grown to have genuine contempt for a company. The negligence of UA in regards to technical support is beyond anything I've ever experienced with a product before. Not even close.

I have had an Apollo Solo interface for about two years now and I still cannot get that interface and my UA Spark license working WITH it on Console. I am a fairly tech savvy millennial and I'm at my whits ends, I cannot get anyone to give the slightest attempt to remedy the situation. I feel truly personally insulted and resentful at this point, because this has gotten so ridiculous. And I'm not the guy who gets that way about stuff like this. Never once. This is the first and only time I've felt like this with a company and I'm not going to be shy about saying it either.

Yes, I have done every last thing they have told me to do online. And I have spent no less that 14 - 16 hours of my life over the past year and half trying to fix this in various ways at different times, including buying two separate Spark subscriptions at a time (one on each) in the hopes ONE of them will fully integrate with CONSOLE.

I will spare you all the details up until this point, but the immediate issue is that I accidentally made TWO different UA accounts awhile back, they on the same computer and it created a bit of a mess. I was able to (almost) transfer my Apollo Solo from one account to the other but when it comes to actually re-registering on the new account, I ALWAYS get up to the "Install" portion of the process (see attached pic), where it says after you install it will "automatically" take you to the next step once you "allow" UA in your Security section in the System Preferences. The "Allow" doesn't pop up anymore when I reinstall it, I think my computer "knows" it's okay to allow it bc I've done it several times before, but because of that my computer is not sending whatever necessary message the UA website needs to receive to go to the next step. (Screenshot of where I"m stuck included).

I have installed and uninstalled and downloaded and re-downloaded ad nauseam and yet I NEVER get past that screen. And yes, I've done the FULL uninstall process several times, including deleting the Library preferences etc. All I need is to get TO THE NEXT SCREEN and it simply will not happen, it's truly absurd. I cannot for the life of me get even the faintest whiff of help from them...

What can I do? Or must I cut my losses and get away from this company all together? I really do want to get this to work, but I'm not going to waste any more life dealing with it at this point if I can't. HELP!
 

Attachments

tomtama

tomtama

Hall of Fame Member
UA Spark are all native plugins, they don't work with Console. Console only works with UA's DSP plugins.
 
UniversalAudio

UniversalAudio

Official UA Representative
maximusgordon said:
Hi,

I realize that's a prickly opener, but I have never once in my life grown to have genuine contempt for a company. The negligence of UA in regards to technical support is beyond anything I've ever experienced with a product before. Not even close.

I have had an Apollo Solo interface for about two years now and I still cannot get that interface and my UA Spark license working WITH it on Console. I am a fairly tech savvy millennial and I'm at my whits ends, I cannot get anyone to give the slightest attempt to remedy the situation. I feel truly personally insulted and resentful at this point, because this has gotten so ridiculous. And I'm not the guy who gets that way about stuff like this. Never once. This is the first and only time I've felt like this with a company and I'm not going to be shy about saying it either.

Yes, I have done every last thing they have told me to do online. And I have spent no less that 14 - 16 hours of my life over the past year and half trying to fix this in various ways at different times, including buying two separate Spark subscriptions at a time (one on each) in the hopes ONE of them will fully integrate with CONSOLE.

I will spare you all the details up until this point, but the immediate issue is that I accidentally made TWO different UA accounts awhile back, they on the same computer and it created a bit of a mess. I was able to (almost) transfer my Apollo Solo from one account to the other but when it comes to actually re-registering on the new account, I ALWAYS get up to the "Install" portion of the process (see attached pic), where it says after you install it will "automatically" take you to the next step once you "allow" UA in your Security section in the System Preferences. The "Allow" doesn't pop up anymore when I reinstall it, I think my computer "knows" it's okay to allow it bc I've done it several times before, but because of that my computer is not sending whatever necessary message the UA website needs to receive to go to the next step. (Screenshot of where I"m stuck included).

I have installed and uninstalled and downloaded and re-downloaded ad nauseam and yet I NEVER get past that screen. And yes, I've done the FULL uninstall process several times, including deleting the Library preferences etc. All I need is to get TO THE NEXT SCREEN and it simply will not happen, it's truly absurd. I cannot for the life of me get even the faintest whiff of help from them...

What can I do? Or must I cut my losses and get away from this company all together? I really do want to get this to work, but I'm not going to waste any more life dealing with it at this point if I can't. HELP!
Click to expand...
As Tom noted, Spark is native only.

What is your ticket #? Happy to look into yours to make sure it was handled properly.

Also, feel free to PM me and we can set up a Zoom if you prefer. I can help you understand the ecosystem/workflows better.

Sounds like you have driver and registration issues. Support will help with the reg stuff.
 
TheHipCola

TheHipCola

Active Member
I can't help with the transfer issues you're experiencing, but just a question for clarification - Spark does not include DSP versions of the UA's plugins - and as such, you won't be able to use anything in Console. Spark is exclusively for UADx native plugins - no hardware required... at least that's my understanding.
 
G

Gitaarwerk

Venerated Member
I’ve seen rants; this is not one of them. Your topic and issue explained is very decent and understandable. Happy that you found the answer you were (mostly) looking for. I totally get the confusion. Brand/product names can be sometimes misguiding (dont read misleading). I feel that this is for sure a point that UA could grow in. There are a lot of videos and instructions available; but, I think the improvement is to where to start. (in my line of work, calling it a customer journey 😅).

I know UA is pretty busy, but as a community, we could also contribute to perhaps a quick start guide, as variations of products are now all here debated as well. Could start with: “i like UA plugins, I want to do <insert goal>, where do I start?/what product do I need?”

I love that the solution was given, and the question was explained well. Long story short; compliments to all posters.
 
TheHipCola

TheHipCola

Active Member
Gitaarwerk said:
I’ve seen rants; this is not one of them. Your topic and issue explained is very decent and understandable. Happy that you found the answer you were (mostly) looking for. I totally get the confusion. Brand/product names can be sometimes misguiding (dont read misleading). I feel that this is for sure a point that UA could grow in. There are a lot of videos and instructions available; but, I think the improvement is to where to start. (in my line of work, calling it a customer journey 😅).

I know UA is pretty busy, but as a community, we could also contribute to perhaps a quick start guide, as variations of products are now all here debated as well. Could start with: “i like UA plugins, I want to do <insert goal>, where do I start?/what product do I need?”

I love that the solution was given, and the question was explained well. Long story short; compliments to all posters.
Click to expand...
I think you're onto something with this suggestion. The UA ecosystem has grown in complexity a fair bit - and it's easy to get lost or even know how to get started. I agree - sometimes the marketing and/or official explanations are not clear at all - not without some prior understanding of UA wording and concepts. No shade to UA - but I'd bet a series of guides like what you've suggested would be pretty helpful to new and sometimes older users!
 
C

chrisso

Venerated Member
Gitaarwerk said:
I know UA is pretty busy, but as a community, we could also contribute to perhaps a quick start guide, as variations of products are now all here debated as well. Could start with: “i like UA plugins, I want to do <insert goal>, where do I start?/what product do I need?”
Click to expand...
There are some very basic 'How To Get Started' videos on Youtube. Some by UAD and some by actual users.
 
UniversalAudio

UniversalAudio

Official UA Representative
TheHipCola said:
I think you're onto something with this suggestion. The UA ecosystem has grown in complexity a fair bit - and it's easy to get lost or even know how to get started. I agree - sometimes the marketing and/or official explanations are not clear at all - not without some prior understanding of UA wording and concepts. No shade to UA - but I'd bet a series of guides like what you've suggested would be pretty helpful to new and sometimes older users!
Click to expand...
This is in the ballpark I think.
 
G

Gitaarwerk

Venerated Member
JohnR1

JohnR1

Active Member
Always seems so easy in the tech world to get way way down the road thinking everyone else is right there with you or just behind...only to turn around and realize other than a few, most everyone else is a couple of miles back.
 
M

maximusgordon

New Member
UniversalAudio said:
As Tom noted, Spark is native only.

What is your ticket #? Happy to look into yours to make sure it was handled properly.

Also, feel free to PM me and we can set up a Zoom if you prefer. I can help you understand the ecosystem/workflows better.

Sounds like you have driver and registration issues. Support will help with the reg stuff.
Click to expand...
My ticket number was #789668. I sent a detailed message and just got back some entirely unrelated and unhelpful articles from a bot.

I also called at one point and got some one who literally just answered, "Hello" (lol) and seemed confused. He went onto explain that he could help me but I'd have to PAY to get help... I was truly bizarre. I called again the other day and just got a VM saying to submit a request via the same system I used before which... was not at all helpful.

There's been a number of articles that have been relevant, but only up to a point, then some other factor comes into play that creates a whole other situation. It's been really frustrating.
 
UniversalAudio

UniversalAudio

Official UA Representative
maximusgordon said:
My ticket number was #789668. I sent a detailed message and just got back some entirely unrelated and unhelpful articles from a bot.

I also called at one point and got some one who literally just answered, "Hello" (lol) and seemed confused. He went onto explain that he could help me but I'd have to PAY to get help... I was truly bizarre. I called again the other day and just got a VM saying to submit a request via the same system I used before which... was not at all helpful.

There's been a number of articles that have been relevant, but only up to a point, then some other factor comes into play that creates a whole other situation. It's been really frustrating.
Click to expand...
Chris is not a bot. He gave you things to try on Dec12th and is waiting for your reply.
 
M

maximusgordon

New Member
UniversalAudio said:
As Tom noted, Spark is native only.

What is your ticket #? Happy to look into yours to make sure it was handled properly.

Also, feel free to PM me and we can set up a Zoom if you prefer. I can help you understand the ecosystem/workflows better.

Sounds like you have driver and registration issues. Support will help with the reg stuff.
Click to expand...
I should also note that getting Spark to work on Console has not been the goal the whole time, it was more like a sub goal. What I wanted to do generally was just have all my UA stuff on a single account for the sake of having an easier and more consistent workflow.

The problem I was having earlier was when I tried to get Spark on the account I had the Apollo registered on after having it on another, but when I tried to do that I had some issues with iLok at the time and just didn't like paying twice for the same thing a couple times.
 
M

maximusgordon

New Member
UniversalAudio said:
He'll want to know that! :) And then he offer more.
Click to expand...
The response from "Lily" above that didn't respond to my question. She gave me links to stuff on the website that was already easily searchable and didn't seem to really apply.

Just got your message about Chris, I'll look out for that as I did submit another ticket today as you noticed.
 
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