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The dumbest problem ever

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microgroove

New Member
I swear this should not be a problem or at least easily solvable with the bot...but.... I had a Firewire Satellite which is no longer functional. I bought a new Thunderbolt 3. I registered it and it appears in my hardware list. The old Firewire device appears also with the 69 plug-ins that should appear under the new Thunderbolt device. I have re-installed all software registered the new Thunderbolt Satellite. So, about a month ago I asked for help...."How do I get my purchased plug-ins to appear under my new registered Thunderbolt Satellite instead of the broken Firewire Satellite?" It seems that no one at UA wants to tackle this "super difficult problem and the bot sure does not understand my question no matter how I phrase it.....Can anybody here help me....thanks for taking a look.
 
J

Joe Porto

Hall of Fame Member
So do you have 2 groups now? Group 1 with the FW satellite and your 69 plugins, and Group 2 with the TB Satellite and just the basic plugins? If so, unfortunately, only UA support can help you out.

If that is the case, and the ticket is still open, you can add to the ticket and specifically ask to move both Satellites to Group 1 with your plugins, or if you're going to sell or abandon the FW satellite, have them move the FW device to Group 2. Once you get that done, you can post the ticket number here and ping Drew at UA. He's pretty good at helping route tickets to the correct departments.
 
D

djangodeadman

Active Member
I assume that your two satellites are showing up in your account under two different systems. I’m not sure how that might have happened, but, if it is the case, you should be asking support to transfer the new satellite to the same system as the old one, since that is the system your plug-ins are assigned to.
 
Eric Dahlberg

Eric Dahlberg

Purveyor of musical dreams fullfilled.
UA will fix it. Don't worry.
 
aceweapon

aceweapon

Active Member
Long time UAD user, fairly new to the forum here. I see way too often users assigning new hardware to SYSTEM2. This indicates to me a failure on UAs part to inform users of the most likely scenario they want (assigning new hardware to SYSTEM1). Maybe an additional pop-up or alert when adding hardware should be presented so that users avoid this issue. Or give users the ability to move hardware between SYSTEM1 & SYSTEM2 on their account without needing to contact UA Support.
 
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microgroove

New Member
aceweapon said:
You can activate the 14-day demos for your Thunderbolt Satellite while waiting on support to get it situated.
Click to expand...
Thanks those 19 plug ins are showing up but not the 10 years of purchased ones.Yeah there were a lot of failures on UA's part starting with not defining what cable works to hook it up. Thunderbolt 3-4-USB C right side, left side, Apple cable??? Turns out it was for me an Apple branded cable with it oriented a certain way.....Man it shouldn't be this hard.
 
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