Macbook does not recognize Apollo Twin X

vhszach

vhszach

New Member
I just picked up a used Apollo Twin X Quad unit, and have followed all of the setup instructions to a T, including the instructions here for Silicon M1 setup, but my computer will not recognize the device no matter what I do.

System Details:
  • Apple M1 Pro 2021
  • 16GB Ram
  • iOS: Ventura 13.6.6
  • <200GB free space on internal drive
Connection: Belkin Thunderbolt 3 Cable (USB-C to USB-C) (3.3-ft/1-m) (USB Type-C)

Troubleshooting steps taken:
  • Uninstalled UAD Software
  • Cleared Preference folder
  • Hardware Reset Apollo Device
  • Reinstalled UAD Software
    • I was able to check "Allow" under Privacy and Settings within 30 minutes of setup
  • Shut down computer, power cycled Apollo device while system was off, and then rebooted with the Apollo connected

After all of the above steps, I still get a "Connect UA Device" message when I open UAD Meter and Control Panel. When I go into the system report, it does not show any devices connected via thunderbolt. The cable is brand new out of the box and I have tested the cable with another device, which did connect, so I know it is not the cable itself.

Please can anyone help me? I saved up for so long to buy this device and I have been so excited to get on the UA ecosystem and try LUNA out, but I am worried that because I bought this used I am just going to be screwed if I can't get it to work..
 
UniversalAudio

UniversalAudio

Official UA Representative
vhszach said:
I just picked up a used Apollo Twin X Quad unit, and have followed all of the setup instructions to a T, including the instructions here for Silicon M1 setup, but my computer will not recognize the device no matter what I do.

System Details:
  • Apple M1 Pro 2021
  • 16GB Ram
  • iOS: Ventura 13.6.6
  • <200GB free space on internal drive
Connection: Belkin Thunderbolt 3 Cable (USB-C to USB-C) (3.3-ft/1-m) (USB Type-C)

Troubleshooting steps taken:
  • Uninstalled UAD Software
  • Cleared Preference folder
  • Hardware Reset Apollo Device
  • Reinstalled UAD Software
    • I was able to check "Allow" under Privacy and Settings within 30 minutes of setup
  • Shut down computer, power cycled Apollo device while system was off, and then rebooted with the Apollo connected

After all of the above steps, I still get a "Connect UA Device" message when I open UAD Meter and Control Panel. When I go into the system report, it does not show any devices connected via thunderbolt. The cable is brand new out of the box and I have tested the cable with another device, which did connect, so I know it is not the cable itself.

Please can anyone help me? I saved up for so long to buy this device and I have been so excited to get on the UA ecosystem and try LUNA out, but I am worried that because I bought this used I am just going to be screwed if I can't get it to work..
Click to expand...
You've done all the right things. That message usually (always) means a cable/connection/port/issue.

Not sure what to say other than try a different cable or computer. You have to eliminate variables.
 
vhszach

vhszach

New Member
UniversalAudio said:
You've done all the right things. That message usually (always) means a cable/connection/port/issue.

Not sure what to say other than try a different cable or computer. You have to eliminate variables.
Click to expand...
Well I do not have another computer with a Thunderbolt port. Luckily I was able to convince the private seller to take the device back for a refund, and I just purchased a new device in box from a retailer. Maybe not my wisest fiscal decision, but thankfully it works and the retailer provided a warranty at no charge, so it seems worth it.

This seems to be a fairly common issue after looking through forums and videos trying to find a solution.. just curious, how does one go about sending a device in for repair for a hardware issue such as this?
 
vhszach

vhszach

New Member
LesBrown said:
Unable to connect, yes. Failed hardware, no. As noted by Drew:

"That message usually (always) means a cable/connection/port/issue."
Click to expand...
Are cables/connections/ports not hardware? In this particular case I was able to plug a new Apollo unit in through the same cable into the same port on the same computer and it worked immediately. So by eliminating variables we could infer the original Apollo unit was the issue, no?
 
J

javiersz

New Member
hello - im facing the same problem @vhszach described. I bought an Apollo Twin X Quad from Perfect Circuit
Apple M1 MAX
Memory 32 GB
OS Sonoma 14.4.1

Cable LIONWEI Thunderbolt 4 Cable, 40Gbp Thunderbolt Cable with 100W Charging


Note: When i first connected my new interface it worked (without installation steps) as i previously had an APOLLO-TWIN-DUO
configured but it stopped working so i followed the same steps:
  • Uninstalled UAD Software
  • Cleared Preference folder
  • Hardware Reset Apollo Device
  • Reinstalled UAD Software
    • I was able to check "Allow" under Privacy and Settings within 30 minutes of setup
  • Shut down computer, power cycled Apollo device while system was off, and then rebooted with the Apollo connected

but i keep getting the Connect UA Device message

The difference is that when i open the system report i can sometimes see my device is connected

Apollo Twin X:
Vendor Name: Universal Audio, Inc.
Device Name: Apollo Twin X
Mode: Thunderbolt 3
Device ID: 0x9
Vendor ID: 0x1176
Device Revision: 0x1
UID: 0x117643E158...
Route String: 1
Firmware Version: 18.6
Port (Upstream):
Status: Device connected
Link Status: 0x2
Speed: Up to 40 Gb/s x1
Current Link Width: 0x2
Link Controller Firmware Version: 0.28.0

Can you please assist me?
thanks
 
Last edited:
UniversalAudio

UniversalAudio

Official UA Representative
javiersz said:
hello - im facing the same problem @vhszach described. I bought an Apollo Twin X Quad from Perfect Circuit
Apple M1 MAX
Memory 32 GB
OS Sonoma 14.4.1

Cable LIONWEI Thunderbolt 4 Cable, 40Gbp Thunderbolt Cable with 100W Charging


Note: When i first connected my new interface it works (without installation steps) as i previously had an APOLLO-TWIN-DUO
configured but it stopped working so i followed the same steps:
  • Uninstalled UAD Software
  • Cleared Preference folder
  • Hardware Reset Apollo Device
  • Reinstalled UAD Software
    • I was able to check "Allow" under Privacy and Settings within 30 minutes of setup
  • Shut down computer, power cycled Apollo device while system was off, and then rebooted with the Apollo connected

but i keep getting the Connect UA Device message

The difference is that when i open the system report i can sometimes see my device is connected

Apollo Twin X:
Vendor Name: Universal Audio, Inc.
Device Name: Apollo Twin X
Mode: Thunderbolt 3
Device ID: 0x9
Vendor ID: 0x1176
Device Revision: 0x1
UID: 0x117643E158...
Route String: 1
Firmware Version: 18.6
Port (Upstream):
Status: Device connected
Link Status: 0x2
Speed: Up to 40 Gb/s x1
Current Link Width: 0x2
Link Controller Firmware Version: 0.28.0

Can you please assist me?
thanks
Click to expand...
That's an "off brand" TB cable. Do you happen to have another to try? A name brand perhasp? Apple, OWC, Startech, Belkin.
 
UniversalAudio

UniversalAudio

Official UA Representative
javiersz said:
thanks for your quick response.
i do not have a cable from those brands - but the one i mention was working yesterday.
will attempt to get one by tomorrow anyway.
Click to expand...
It's the only "red flag" in your setup IMO.

You've done the Recovery Mode and clicked Allow and it was seen at one point. All this points to either cable or the device.
 
Neotrope

Neotrope

Venerated Member
main trick with tb cables is making sure reputable brand and rated for 40gbs
 
D

Dream Hunter

Member
Hello,

Suddenly, after I closed a protools session, the sound wasn't coming out of the interface, and I realised my interface disconnected from my computer without any apparent reason. I run in a 2019 Macbook Pro and my UA Apollo Twin X Quad is still on Warranty!!

I've tried literary everything, all thunderbolt ports from my Macbook pro, from others Macbook pros, I reinstalled the driver numerous of times, tried to change the thunderbolt cable, I've bought the newest Apple Thunderbolt cable and nothing worked.

I've back tested in standalone mode, the mic and the output are working. It's still not connecting to my computer.

I couldn't do the Apollo firmware reload, it's not connecting.

This interface doesn't have one year of use... It stopped connecting suddenly just after I closed a Protools session, after that no connection until today.

Every day I'm trying to connect, but still not working. Even in a recently bought 2023 Macbook Pro that is working with another thunderbolt device.

Uninstalled UAD Software
  • Cleared Preference folder
  • Hardware Reset Apollo Device
  • Reinstalled UAD Software
    • I was able to check "Allow" under Privacy and Settings within 30 minutes of setup
  • Shut down computer, power cycled Apollo device while system was off, and then rebooted with the Apollo connected
but i keep getting the Connect UA Device message

I bought this interface in July 2023, not even one year in Nice, France, but I live in São Paulo, Brazil.

It's been a month since a opened my ticket with the UA Support, I've followed all the steps they've asked me to do, and I keep trying to find the issue on my own but I'm not finding....

It's been almost a month since I first opened my ticket with the support and UA it's not responding correctly!!! They're not trying to solve the problem.
Do you think this is acceptable?

Thank you very much....
 
J

jerrysance

New Member
Heey I got Apollo twin x and I dowloand sonoma and I’m not longer to use my interface anymore is sad please make a update or something there’s people who doesn’t have money to buy a satélite Apollo yet hahaha please look out and thank u
 
Neotrope

Neotrope

Venerated Member
jerrysance said:
Heey I got Apollo twin x and I dowloand sonoma and I’m not longer to use my interface anymore is sad please make a update or something there’s people who doesn’t have money to buy a satélite Apollo yet hahaha please look out and thank u
Click to expand...
Did you put in support ticket? Are you asking for help from the users?
a) put in support ticket on the UA website
b) if you're asking for help here -- outline what you have tried to fix it and did not work? os version, model of your Apollo, mac model
c) what the 'actual' issue is -- "not work" is not much to go on?

Cheers.
 
S

snackgag

New Member
jerrysance said:
Heey I got Apollo twin x and I dowloand sonoma and I’m not longer to use my interface anymore is sad please make a update or something there’s people who doesn’t have money to buy a satélite Apollo yet hahaha please look out and thank u
Click to expand...
Did you already solve the problem cause I have a same issue like you
 
You must log in or register to reply here.
UAD Bundle Month
Top