Macbook pro M1 MAX Sonoma - Apollo Twin X quad not recognized

J

javiersz

New Member
I bought an Apollo Twin X Quad from Perfect Circuit

Macbook spec:
Apple M1 MAX
Memory 32 GB
OS Sonoma 14.4.1

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

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 these 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

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
 
UniversalAudio

UniversalAudio

Official UA Representative
javiersz said:
I bought an Apollo Twin X Quad from Perfect Circuit

Macbook spec:
Apple M1 MAX
Memory 32 GB
OS Sonoma 14.4.1

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

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 these 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

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...
See my reply to the other version of this post.
 
D

Dream Hunter

Member
Same problem here.
It's been almost a month since i first opened my ticket with the support. And I still don't had any answer to solve my problem even after I've done everything the support asked me too.
Do you think this is acceptable?
 
UniversalAudio

UniversalAudio

Official UA Representative
Dream Hunter said:
Same problem here.
It's been almost a month since i first opened my ticket with the support. And I still don't had any answer to solve my problem even after I've done everything the support asked me too.
Do you think this is acceptable?
Click to expand...
As your agent mentioned in the ticket recently, he's referred it to Service and is awaiting a reply. He thanked you for your patience and will let you know as soon as he has news.
 
D

Dream Hunter

Member
Loxias said:
M1/ Sonoma here, w/ gen 1. Siverface Quad. Different era Apollo but very similar symptoms are finally resolved here.
"No Device Found" for over a week, or disconnected after ten seconds. Same issue intermittently for months and months before that.

After a full week with a responsive agent who offered UA's standard troubleshooting steps and some others, they kept insisting that it was likely 'a cable issue', or an issue with the Apple TB adapter. However I was fairly certain it was a SW glitch since the TB cable connected Apollo to another computer perfectly.

Unfortunately a new adapter and new cable made zero difference. I'd reset hardware, trashed UAD prefs and de/reinstalled several UAD versions six or seven times. The next step was a clean install of Sonoma.

Only a post on this forum from four years ago led to a fix which resolved it completely on this system.
YMMV, but logging out/in of the computer's admin account caused Apollo to automatically and instantly reconnect.

No idea why UA doesn't have it as a troubleshooting tip/step online.

I could kick myself for not having thought of it myself, and much earlier. It would have saved much time, some dough, and large pile of frustration. Might be worth a try, hth.
Click to expand...
Hello Loxias!
Thanks for the tip, i've just tried now but it didn't worked for me....
 
M

martinoto

New Member
I should have read this post before gettin my new Apollo's.... Sent a mail today, I can not wait one month, I have jobs to do here ¡¡¡¡ Got an X16, an X8 and an x4 anthey are sitting on my studio doing nothing ¡¡¡ Not even MIDI connections see them... I've tried everything I read about registering new HW, and everything the stupid chatbot suggested me, and still nothing ¡¡¡ System Info see my x$ on one of the Thnderbolt input ... so it is not the cable... x4 is the last of the cascade...
 
D

doobie

Member
i have intel mac (2018 15' with touchbar ) and an apolllo twin x. im going on a month now of not being able to open uad meter and control panel or the consolw app but my mac sees the apollo as a sound output. ive tried to restore from backup about 7 times, ive tried uninstalling uad software and preference files and reinstalling uad software probably ten times now and the installer (the one through UA connect) and even from installer archives online never completes so i have to force restart my mac because theres no way to quit the installer when its "busy." it stops idoing anything but says "about a minute remaining" and ive even left it on that screen overnight and when i woke up it was the same exact thing.. trying to figure this out is going to end up ruining my macbook and probably end up losing a bunch of work....crazy its not just my apollo lol ..this shit happened outnof nowhere and idk what to do at htis point its annoying as shit... especially when you clean install your mac os and then restore all your own data and then try to reinstall the UAd software its like a 6-7 hour process almost. sucks .. lemme know if yall figure anyhting out....ive tried probably more than i should have i think. ive had a ticket open the last two weeks but the directions ive been given from support have not solved my issue yet, im in verson 11.3 , i think the auto update to 11.4 is what wrecjked it because i literally never had an issue before .. .thanks
 
UniversalAudio

UniversalAudio

Official UA Representative
doobie said:
i have intel mac (2018 15' with touchbar ) and an apolllo twin x. im going on a month now of not being able to open uad meter and control panel or the consolw app but my mac sees the apollo as a sound output. ive tried to restore from backup about 7 times, ive tried uninstalling uad software and preference files and reinstalling uad software probably ten times now and the installer (the one through UA connect) and even from installer archives online never completes so i have to force restart my mac because theres no way to quit the installer when its "busy." it stops idoing anything but says "about a minute remaining" and ive even left it on that screen overnight and when i woke up it was the same exact thing.. trying to figure this out is going to end up ruining my macbook and probably end up losing a bunch of work....crazy its not just my apollo lol ..this shit happened outnof nowhere and idk what to do at htis point its annoying as shit... especially when you clean install your mac os and then restore all your own data and then try to reinstall the UAd software its like a 6-7 hour process almost. sucks .. lemme know if yall figure anyhting out....ive tried probably more than i should have i think. ive had a ticket open the last two weeks but the directions ive been given from support have not solved my issue yet, im in verson 11.3 , i think the auto update to 11.4 is what wrecjked it because i literally never had an issue before .. .thanks
Click to expand...
What is your ticket #? Happy to look into it for you.
 
UniversalAudio

UniversalAudio

Official UA Representative
doobie said:
Hey thanks a lot. I believe my ticket number is 847111. I accidentally requested two support tickets and I think I deleted one of the emails
Click to expand...
I can see that you're getting some very extensive help from Andreas. I've skimmed the ticket and he's got you doing the right things.

Keep working with him, I'm sure he'll get to the bottom of it.
 
D

doobie

Member
UniversalAudio said:
Do you mean a 2nd UA system? They have no connection to driver updates.
Click to expand...
My account page shows a System 2 but I can’t recall ever seeing that before very recently. . I only own one Apollo Twin x. Idk when “System 2” appeared. I just know UAD meter doesn’t open and console doesn’t. Mac detects Universal Audio Thunderbolt and support said my Mac System Report file I sent looked like it was all good. What is the 2nd UA System anyways ? That has nothing to do with the uad software installer through UAConnect?
 

Attachments

UniversalAudio

UniversalAudio

Official UA Representative
doobie said:
My account page shows a System 2 but I can’t recall ever seeing that before very recently. . I only own one Apollo Twin x. Idk when “System 2” appeared. I just know UAD meter doesn’t open and console doesn’t. Mac detects Universal Audio Thunderbolt and support said my Mac System Report file I sent looked like it was all good. What is the 2nd UA System anyways ? That has nothing to do with the uad software installer through UAConnect?
Click to expand...
Yeah, our systems have been known to create 2nd account systems when it's needed for some reason.

Support can get this taken care of for you np.

These are unrelated issues. What does the Meter app say? Did you click Allow when you updated?
 
D

doobie

Member
UniversalAudio said:
Yeah, our systems have been known to create 2nd account systems when it's needed for some reason.

Support can get this taken care of for you np.

These are unrelated issues. What does the Meter app say? Did you click Allow when you updated?
Click to expand...
The meter app never opens for me it just bounces. Probably because I have to force restart my Mac at the end of the Install with a minute remaining because it won’t complete. I’ve gotten one of the console apps to open a few diff times but shows no channels or anything and it’s basically just the gui of console with nothing accessible so then I uninstall everything again and he uninstaller hangs and when I look deeper into that it’s the hidden UAD.apps that are hanging so I have to force quit thru activity monitor and then delete the hidden .app applications I think one of em says UAD CONTROL PANEL and I forget the other one but they’re in a system folder they both have normal blue and black UA logo so then I move to trash empty it delete pref files and then restart Mac and try to reinstall it all again and installer still hangs. I even tried going back to the first version of the uad software when connect was first compatible w my Mac I think 10.2 or something. Still hung on install
 
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