OX Registration? Why so clunky?

[mwallace53]

Just unboxed and hooked up the OX. Why is the registration so clunky. My app is stuck in a loop giving me the window (see pic). Unable to register it. VERY FRUSTRATING!! WASTED 4 HOURS ALREADY ON A $1K ATTENUATOR WITH NO FEATURES. Please Help...

 

[rodd]

Strange. I think the initial connection is to the ox WiFi, and then you set it to connect to your main WiFi. Looks like that worked, but now you can’t connect to ox from a machine on your main WiFi? Are you able to connect back to the ox WiFi network? You could try a factory reset if you haven’t already.

 

[mwallace53]

Strange. I think the initial connection is to the ox WiFi, and then you set it to connect to your main WiFi. Looks like that worked, but now you can’t connect to ox from a machine on your main WiFi? Are you able to connect back to the ox WiFi network? You could try a factory reset if you haven’t already.

Thanks for your help, I'm trying but this is getting old. I have other things to do.

 

[mwallace53]

Strange. I think the initial connection is to the ox WiFi, and then you set it to connect to your main WiFi. Looks like that worked, but now you can’t connect to ox from a machine on your main WiFi? Are you able to connect back to the ox WiFi network? You could try a factory reset if you haven’t already.

Correct. My computer shows that I'm connected to OX network but the light is still green, not blue. Not sure what's going on there. Then I connect my MacMini back to house WiFi network, all good. Reopen OX app, "Checking Registration Status" then I get the screenshot shown above. I'm done with it for tonight, about to box it up and send it back...ridiculous amount of time I've spent on this thing.

 

[rodd]

Does it show in your list of devices in your profile?

 

[mwallace53]

Strange. I think the initial connection is to the ox WiFi, and then you set it to connect to your main WiFi. Looks like that worked, but now you can’t connect to ox from a machine on your main WiFi? Are you able to connect back to the ox WiFi network? You could try a factory reset if you haven’t already.

Also, I've done every reset/reboot software/hardware, you name it. No luck.

 

[mwallace53]

Does it show in your list of devices in your profile?

It does not. I have a Volt 276 and that is all that shows on my UA Profile.

 

[rodd]

Also, I've done every reset/reboot software/hardware, you name it. No luck.

Ugh. That is frustrating. I know you’re fed up with it, maybe support will have some things to try. I definitely shouldn’t be that hard. One last thing, when you’re connected to the ox WiFi and you go to settings does it show that it is connected to your home WiFi? You can force it to connect from there if not.

 

[redjello]

I am having the exact same problem with a brand new unregistered OX. I have tried everything I can think of (5 different devices, 4 different operating systems, 3 different networks, flashed every version of firmware, tried every app version, configured my router a few different ways) absolutely nothing results in the the registration confirmation popping up in the browser.

Wifi connection seems to be successful but I am guessing the OX isn't communicating with UADs back end to confirm the authentication of the hardware for some reason?

I am wondering if there is a way for customer support to manually register hardware in a situation like this? Is it possible for UAD to register hardware for you if you provide the serial number?

*Ticket #800350 and Serial #22302015020663 if anyone from CS is in the forum

 

[rodd]

@UniversalAudio can you help? See above

 

[UniversalAudio]

I am having the exact same problem with a brand new unregistered OX. I have tried everything I can think of (5 different devices, 4 different operating systems, 3 different networks, flashed every version of firmware, tried every app version, configured my router a few different ways) absolutely nothing results in the the registration confirmation popping up in the browser.

Wifi connection seems to be successful but I am guessing the OX isn't communicating with UADs back end to confirm the authentication of the hardware for some reason?

I am wondering if there is a way for customer support to manually register hardware in a situation like this? Is it possible for UAD to register hardware for you if you provide the serial number?

*Ticket #800350 and Serial #22302015020663 if anyone from CS is in the forum

I directed it to the right agent, look for a reply soon and thanks for your patience.

 

[UniversalAudio]

It does not. I have a Volt 276 and that is all that shows on my UA Profile.

Please get a ticket open with Support and post the # here.

New Support ticket method.

Hey all, I wanted to let you know about the new way Support wants you to create tickets. Here's a video of the process: https://www.dropbox.com/scl/fi/ax8515p862lktk6hgasku/Create-Ticket.mov?rlkey=6lpeimxbgvoz7dz8fm9zwvqrg&dl=0 Go here: https://u.audio/support On this page you'll find...

uadforum.com

 

[mwallace53]

Please get a ticket open with Support and post the # here.

New Support ticket method.

Hey all, I wanted to let you know about the new way Support wants you to create tickets. Here's a video of the process: https://www.dropbox.com/scl/fi/ax8515p862lktk6hgasku/Create-Ticket.mov?rlkey=6lpeimxbgvoz7dz8fm9zwvqrg&dl=0 Go here: https://u.audio/support On this page you'll find...

uadforum.com

Thanks so much! Ticket # is 800835. Serial # 23132015023645. Purchased Brand New from El Centro Music off of Reverb.

 

[redjello]

I directed it to the right agent, look for a reply soon and thanks for your patience.

Just following up here, Ron from UAD customer support was very helpful and manually registered my OX. After having my OX registered I now have access to all features on the app, everything looks good on my end.

There is obviously something wrong with the authentication process for the OX but I am happy to say I now have access.

 

[mwallace53]

Just following up here, Ron from UAD customer support was very helpful and manually registered my OX. After having my OX registered I now have access to all features on the app, everything looks good on my end.



There is obviously something wrong with the authentication process for the OX but I am happy to say I now have access.

Thanks for the update. Yeah, I was thinking about it last night and wondered if there was a comms hick-up on the authentication side. I tried the hotspot trick on my phone this morning and everything looked fine on the network side, same result. Made me think it's on the UA end somewhere.

 

[Boogieshoes]

I bought an Ox Box in late November (It was to be a Christmas Present from my wife). Trying to get the iPad app to go through this process was a total failure. I spent days trying to absolutely no success.

Connecting to the OX wifi was ok, as was giving it the main wifi for internet access. The process always failed when returning to the App having set the Ox to connect to the main wifi. It is after this step that the Ox App splashes the display that it or the Ox itself is checking if it is registered. It is totally unclear to the user whether it is the iPad app or the Ox that is trying to check registration, whichever it is the App then fails and bleats telling the user to connect the Ox to the main internet Wifi and return to the app (which of course you have done so many times you realise that you are living the definition of insanity). I checked as I have said that he Ox had connected to the internet wifi, everything was fine just the app or firmware software was a total failure.

I reached out to UA and after a few days they did help get the Ox Registered from their end and asked me to try the iPad App. Immediately I started the app it found the Ox and triggered a Firmware update for the Ox Box. The second fear after this is that if, for any reason as yet unknown, the Ox Box requires resetting it will lose its registration data that is held on the device itself (as I understand it), and it could trigger the whole scenario again.

I hope that as UA have directed support for some in this thread that you succeed to getting access to the OX via the app, be that iPad, Mac or Windows. The whole process was extremely stressful and I have not felt that I could use the Ox Box since.

 

[mwallace53]

For anyone reading this thread, Ron from UA manually registered my OX. It immediately updated firmware to 1.2. Works like a "Champ" now.

 

[Boogieshoes]

Yes it was Ron who picked up and addressed my support request. I just hope he is around if and when the problem recurs due an Ox reset need.