Macbook does not recognize Apollo Twin X

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

Official UA Representative
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..
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

New Member
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.
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?
 

LesBrown

Hall of Fame Member
This seems to be a fairly common issue...
Unable to connect, yes. Failed hardware, no. As noted by Drew:

"That message usually (always) means a cable/connection/port/issue."
 

vhszach

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

"That message usually (always) means a cable/connection/port/issue."
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?
 
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