New Support AI bot

UniversalAudio

UniversalAudio

Official UA Representative
Hey all,
Support would like me to inform you of our new AI support bot.

This one is light years ahead of the old one. You'll find it on the same page (help.uaudio.com), but instead of a blue button on the lower left, it's now a chat style icon on the lower right.

Dropbox

www.dropbox.com www.dropbox.com

Please enjoy.
 
Matt Hepworth

Matt Hepworth

Master of the UADiverse
Forum Admin
Moderator
UniversalAudio said:
Hey all,
Support would like me to inform you of our new AI support bot.

This one is light years ahead of the old one. You'll find it on the same page (help.uaudio.com), but instead of a blue button on the lower left, it's now a chat style icon on the lower right.

Dropbox

www.dropbox.com www.dropbox.com

Please enjoy.
Click to expand...
I just threw it a couple curve balls and I think it's surprisingly good!
 
D

Deleted-66240

Guest
Have you fixed it so that it resets after a support ticket has been created?

Under the old AI bot, trying to create a separate ticket for a different issue just resulted in adding the words "create ticket" to the previous ticket. Even days later.

In order to get a new ticket created, I had to use a different browser (which just resulted in the same problem with that browser).

Screenshot 2024-04-30 at 1.05.38 PM.png
 
UniversalAudio

UniversalAudio

Official UA Representative
GoldOnTheCeiling said:
Have you fixed it so that it resets after a support ticket has been created?

Under the old AI bot, trying to create a separate ticket for a different issue just resulted in adding the words "create ticket" to the previous ticket. Even days later.

In order to get a new ticket created, I had to use a different browser (which just resulted in the same problem with that browser).

View attachment 19018
Click to expand...
I bet clearing cache would fix this, but I passed it along to the support team
 
Neotrope

Neotrope

Venerated Member
Nice update! ... although robot hell was nice, too ...(kidding)
 
J

justifiednoise

Member
The bot was unable to solve my issue and human support offered information that contradicted the bot. I also haven't heard back from human support in several days (last response from them was last Thursday morning, I responded the same afternoon). I would greatly appreciate some help in this area.

Ticket #831830

General issue: Aside from an elaborate self discovered work around, I'm unable to open Luna because of UA Connect's auto updating every time it opens. It's preventing me from using my previously purchased Luna extension, Neve summing. I live on, and have lived on, Mojave since that purchase and that can't change. For years, everything worked with Luna until UA Connect forced itself to an update that won't run correctly on Mojave. The main issue is that Luna won't open if UA Connect is unable to run / connect. However, If I'm able to prevent UA Connect v1.3.0 from auto updating my problem is and will be solved which is the solution I'm looking for.

Best, -Stephan
 
RogueM

RogueM

Venerated Member
justifiednoise said:
update that won't run correctly on Mojave.
Click to expand...
the short answer is that UA allegedly never officially supported Mojave.

Still, you can try my utility ‘UA Disconnect’, which calls the iLok bridge directly, it may help launching LUNA. That said at this point is would be anyone’s guess whether LUNA or extensions would work as intended in every respect under your OS, even if you were able to launch it. Good luck!
 
J

justifiednoise

Member
RogueM said:
the short answer is that UA allegedly never officially supported Mojave.

Still, you can try my utility ‘UA Disconnect’, which calls the iLok bridge directly, it may help launching LUNA. That said at this point is would be anyone’s guess whether LUNA or extensions would work as intended in every respect under your OS, even if you were able to launch it. Good luck!
Click to expand...
Well that's a silly thing to say -- of course they did. [link]

macOS Operating System Compatibility

macOS 10.14 Mojavev9.8 through v10.1.1

LUNA Recording Systemv9.11.1 and higherMac only

And it continues to work fine, but UA Connect breaks it. The work around is ...

Install UA Connect v1.3.0, open Luna. Luna launches UA Connect and Luna opens but UAC updates in the background. After it's updated you have to re-install v1.3.0 again in order to log in.

I've done this and Luna and the Neve Summing work just as they did the previous years as it said it would on their website. The issue is the auto update of UA Connect. I'm not pretending I should get access to any UA tools beyond v10.1.1, but for this issue to be entirely within their power to solve (by offering a version of UA Connect v1.3.0 that doesn't auto update, or telling us how to disable auto updating) is ... not ok.

edit: I should add that UA Connect v1.3.0 is what comes bundled in the installer for UAD v10.1.1, which was the last installer qualified for Mojave.
 
Last edited:
J

justifiednoise

Member
UniversalAudio said:
fixed it for you!! ;)
Click to expand...
Hi Drew,

The absurdity of saying Luna was never qualified for Mojave aside, I can fix the problem UA Connect is causing that didn't exist in earlier versions of UA Connect that *were* 100% qualified for Mojave. UA Connect v1.3.0 comes bundled with the UAD v10.1.1 installer which is qualified for Mojave.

The work around is ...

Install UA Connect v1.3.0, open Luna. Luna launches UA Connect and Luna opens but UAC updates in the background. After it's updated you have to re-install v1.3.0 again in order to log in, but Luna works as it always had.

All I want to do is prevent UAC from auto updating. Specifically, I want to prevent v1.3.0 from auto updating. Please, that's all I'm trying to achieve here.
 
J

justifiednoise

Member
GoldOnTheCeiling said:
True, but as Drew has said, Mojave has never been officially supported for UA Connect and native plugins.


I agree though, the app shouldn't auto-update without an option to turn it off.
Click to expand...
The fact that they could have prevented UA Connect from ever being installed on Mojave instead of actively allowing it ... (taken from UA Connect v1.3.0)

MinSysRequirements.png

feels like this is a problem they should be willing to solve.


I'm not some rogue end user trying to jerry-rig Luna and the extension I bought years ago into working on a system that never did. I'm simply trying to continue using the software that already worked, and was already ok'd by UA to work on Mojave according to their apps and installers. (sigh) This is maddening.
 
UniversalAudio

UniversalAudio

Official UA Representative
justifiednoise said:
Hi Drew,

The absurdity of saying Luna was never qualified for Mojave aside, I can fix the problem UA Connect is causing that didn't exist in earlier versions of UA Connect that *were* 100% qualified for Mojave. UA Connect v1.3.0 comes bundled with the UAD v10.1.1 installer which is qualified for Mojave.

The work around is ...

Install UA Connect v1.3.0, open Luna. Luna launches UA Connect and Luna opens but UAC updates in the background. After it's updated you have to re-install v1.3.0 again in order to log in, but Luna works as it always had.

All I want to do is prevent UAC from auto updating. Specifically, I want to prevent v1.3.0 from auto updating. Please, that's all I'm trying to achieve here.
Click to expand...
I am referring to UAC and all the native plugins, not LUNA.

LUNA was of course officially supported on Mojave.
 
J

justifiednoise

Member
UniversalAudio said:
I am referring to UAC and all the native plugins, not LUNA.

LUNA was of course officially supported on Mojave.
Click to expand...
Hi Drew,

Then is there any possible way to prevent UAC from auto updating -- or is there a version of Luna that was officially supported on Mojave that will run without automatically launching UA Connect? Either one of those things would solve the issue on this end.

Best, -Stephan
 
UniversalAudio

UniversalAudio

Official UA Representative
justifiednoise said:
Hi Drew,

Then is there any possible way to prevent UAC from auto updating -- or is there a version of Luna that was officially supported on Mojave that will run without automatically launching UA Connect? Either one of those things would solve the issue on this end.

Best, -Stephan
Click to expand...
I'd check with Support to find the last version of LUNA that supported Mojave.
 
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