Apollo Twin Duo - Thunderbolt - Mac -- Hardware (outboard) clicking noises

JDS123 said:

Hey Everyone,

I have been dealing with hardware clicking, and slight distortion on my recordings for a number of months now, and am fed up with the lack in customer care I have received. I recently sent this to the "tech" at UA that has been helping me:

Hi Josh,

It has now become impossible for me to use this Apollo Unit reliably, as the clicking noises have not only increased in frequency, but also begun to happen while recording. Regarding my previous issue related to ApolloTwin Duo hardware noise, I have performed a number of experiments, and been able to record numerous examples of this “clicking” happening while I was in the process of recording.

This has become a particularly invasive problem, occurring numerous times per hour.

It happens often, regardless of what I am doing. It will happen when recording; when I am mixing; when the entire system is sitting idle (nothing is being played, or recorded), AND IT EVEN HAPPENS WHEN THE APOLLO IS TURNED OFF!

In fact, in the 45 minutes it took to compile this email and it’s notes, the clicking occurred 7 TIMES!!! The examples I provide with organic “double-clicking” and “rapid-clicking” are from the period in which I was typing this.


Below, I am providing a very detailed description of audio files, as well as very specific troubleshoot steps taken. I will include a “full” audio file, in which all test performed, and organically occurring clicking happen in one 2min42sec file (File name: “Apollo Twin_Clicking_Entire Example File”)



Examples of the clicking happening while recording:


1) Recording through Neve 1073 Unison Pre (on Apollo ch. 1):
*Note: Apollo ch. 2 was inactive [no mic cable plugged into back, and Unison pre set to 10bB [effectively “off”]
File Names: “Apollo Twin_Clicking_Organic_Single Click” (first sample)


2) Recording through UA 610-B Unison Pre (on Apollo ch. 2):
*Note: Apollo ch. 1 had a Neve 1073 Unison pre engaged, though there was no Mic plugged into ch. 1
File Names: “Apollo Twin_Clicking_Organic_Single Click” (second sample)


“Double-Click” & “Rapid-Clicking” that occurs organically from hardware while recording:
3) Recording through Neve 1073 Unison Pre (on Apollo ch. 1):
*Note: Apollo ch. 2 was inactive [no mic cable plugged into back, and Unison pre set to 10bB [effectively “off”]
File Names:
1) “Apollo Twin_Clicking_Organic_Double Click”
2) “Apollo Twin_Clicking_Organic_Rapid Click”


SUMMARY of clicking occurring while recording:
As you can see from the samples, the noise happens at a very noticeable level. It is also worth pointing out that the “tone’ of the noise that occurs from the unit organically is usually centered in the 1600-1900hZ range. This is in contrast to the high-pitch noises I create in the troubleshooting process below:


Manual Creation of the “Clicking” noise, while recording:


Recording through Apollo Mic Channel 1, and adjusting parameters on channel 2:

1) Turning Ch. 2 pad On, and then Off:
***Single Clicks
File Name: “Apollo Twin_Clicking_Rec Ch1_Pad”

2) Adding to, then Removing Mic Pres (Manley VoxBox, UA-610B, Neve 1073) from Ch.2
***NO NOISE (this is in contrast to the reverse findings in testing Ch. 2 below)
File Name: “Apollo Twin_Clicking_Rec Ch1_Full Test”

SUMMARY of manually creating click noises while recording through Apollo Ch. 1:
These samples reveal that I can manually create audible clicking artifacts when adjusting the pad setting on the opposite mic pre; also reveals that I CANNOT manually create audible clicks when adjust mic pres on non-recording mic pre (in contrast to the findings on ch. 2 below).


Recording through Apollo Mic Channel 2, and adjusting parameters on channel 1

1) Turning Ch. 1 pad On, and then Off:
***Single Clicks
File Name: “Apollo Twin_Clicking_Rec Ch2_Pad”

2) Adding to, then Removing Mic Pres (Manley VoxBox, UA-610B, Neve 1073) from Ch.1
***Single Clicks, BUT ONLY with Manley VoxBox and UA-610B, NOT with Neve 1073
File Name: “Apollo Twin_Clicking_Rec Ch2_Full Test”

SUMMARY of manually creating click noises while recording through Apollo Ch. 2:
These samples reveal that I can manually create audible clicking artifacts when adjusting the pad setting on the opposite mic pre; This also shows that (unlike ch. 1 above) I can manually create audible clicks by adjusting mic pres and setting on ch.1, while recording on channel 2.


Opening a New Category of preamp on Apollo Ch.1 while recording through Ch. 2:
(“New Category” meaning, for example, changing from a Neve Unison pre, to a Pedal, such as the “Raw”)

1) You will hear a double click, though this double click only seems to occur manually when I change the “Category” of Unison Plugin on the opposite channel from that which is currently engaged in recording (recording on Ch. 2; adjusting “category” on ch. 1)


SUMMARY FINDING and Request:

As can be seen in the “organically happening” (as in, happening randomly and without user input) clicking, the source clicks sound to have a lower pitch. When recreating relay switching sounds “manually” (as in, clicking happening due to user input), the sounds tend to be slightly higher in pitch.

Additionally, I find it strange that changing mic pre on the non-recording mic channel only creates audible clicking if I am recording on ch. 2 and adjusting features on ch.1s mic pres. This is NOT the case when recording on Ch. 1, and adjusting the features on Ch. 2s mic pres.

I find it particularly annoying that I have been asked to provide recording examples of this problem. Though, this has become such an invasive issue, that if UA does not fix it, I will dis-continue my use of the Apollo, and move to an Apogee Element 46, an Audient iD44, or a Focusrite Clarett 8Pre…. all of which offer better AD/DA conversion, lower EIN (self-noise), and monitoring software.

Your thorough familiarization of this situation, and detailed response for the next steps are very appreciated. Though, I have to be perfectly clear... the fact that this unit is just outside of it's two year warranty should NOT imply that I need to pay for further troubleshooting and repair. This is a hardware issue unrelated to normal wear and tear. I expect this unit to be replaced, or I will absolutely discontinue my relationship with UA, and request a refund for the Unison Mic Pres I have purchased, and can no longer use with this unit.

All the best,

Jon

Click to expand...

JDS123 said:

Hey Everyone,

I have been dealing with hardware clicking, and slight distortion on my recordings for a number of months now, and am fed up with the lack in customer care I have received. I recently sent this to the "tech" at UA that has been helping me:

Hi Josh,

It has now become impossible for me to use this Apollo Unit reliably, as the clicking noises have not only increased in frequency, but also begun to happen while recording. Regarding my previous issue related to ApolloTwin Duo hardware noise, I have performed a number of experiments, and been able to record numerous examples of this “clicking” happening while I was in the process of recording.

This has become a particularly invasive problem, occurring numerous times per hour.

It happens often, regardless of what I am doing. It will happen when recording; when I am mixing; when the entire system is sitting idle (nothing is being played, or recorded), AND IT EVEN HAPPENS WHEN THE APOLLO IS TURNED OFF!

In fact, in the 45 minutes it took to compile this email and it’s notes, the clicking occurred 7 TIMES!!! The examples I provide with organic “double-clicking” and “rapid-clicking” are from the period in which I was typing this.


Below, I am providing a very detailed description of audio files, as well as very specific troubleshoot steps taken. I will include a “full” audio file, in which all test performed, and organically occurring clicking happen in one 2min42sec file (File name: “Apollo Twin_Clicking_Entire Example File”)



Examples of the clicking happening while recording:


1) Recording through Neve 1073 Unison Pre (on Apollo ch. 1):
*Note: Apollo ch. 2 was inactive [no mic cable plugged into back, and Unison pre set to 10bB [effectively “off”]
File Names: “Apollo Twin_Clicking_Organic_Single Click” (first sample)


2) Recording through UA 610-B Unison Pre (on Apollo ch. 2):
*Note: Apollo ch. 1 had a Neve 1073 Unison pre engaged, though there was no Mic plugged into ch. 1
File Names: “Apollo Twin_Clicking_Organic_Single Click” (second sample)


“Double-Click” & “Rapid-Clicking” that occurs organically from hardware while recording:
3) Recording through Neve 1073 Unison Pre (on Apollo ch. 1):
*Note: Apollo ch. 2 was inactive [no mic cable plugged into back, and Unison pre set to 10bB [effectively “off”]
File Names:
1) “Apollo Twin_Clicking_Organic_Double Click”
2) “Apollo Twin_Clicking_Organic_Rapid Click”


SUMMARY of clicking occurring while recording:
As you can see from the samples, the noise happens at a very noticeable level. It is also worth pointing out that the “tone’ of the noise that occurs from the unit organically is usually centered in the 1600-1900hZ range. This is in contrast to the high-pitch noises I create in the troubleshooting process below:


Manual Creation of the “Clicking” noise, while recording:


Recording through Apollo Mic Channel 1, and adjusting parameters on channel 2:

1) Turning Ch. 2 pad On, and then Off:
***Single Clicks
File Name: “Apollo Twin_Clicking_Rec Ch1_Pad”

2) Adding to, then Removing Mic Pres (Manley VoxBox, UA-610B, Neve 1073) from Ch.2
***NO NOISE (this is in contrast to the reverse findings in testing Ch. 2 below)
File Name: “Apollo Twin_Clicking_Rec Ch1_Full Test”

SUMMARY of manually creating click noises while recording through Apollo Ch. 1:
These samples reveal that I can manually create audible clicking artifacts when adjusting the pad setting on the opposite mic pre; also reveals that I CANNOT manually create audible clicks when adjust mic pres on non-recording mic pre (in contrast to the findings on ch. 2 below).


Recording through Apollo Mic Channel 2, and adjusting parameters on channel 1

1) Turning Ch. 1 pad On, and then Off:
***Single Clicks
File Name: “Apollo Twin_Clicking_Rec Ch2_Pad”

2) Adding to, then Removing Mic Pres (Manley VoxBox, UA-610B, Neve 1073) from Ch.1
***Single Clicks, BUT ONLY with Manley VoxBox and UA-610B, NOT with Neve 1073
File Name: “Apollo Twin_Clicking_Rec Ch2_Full Test”

SUMMARY of manually creating click noises while recording through Apollo Ch. 2:
These samples reveal that I can manually create audible clicking artifacts when adjusting the pad setting on the opposite mic pre; This also shows that (unlike ch. 1 above) I can manually create audible clicks by adjusting mic pres and setting on ch.1, while recording on channel 2.


Opening a New Category of preamp on Apollo Ch.1 while recording through Ch. 2:
(“New Category” meaning, for example, changing from a Neve Unison pre, to a Pedal, such as the “Raw”)

1) You will hear a double click, though this double click only seems to occur manually when I change the “Category” of Unison Plugin on the opposite channel from that which is currently engaged in recording (recording on Ch. 2; adjusting “category” on ch. 1)


SUMMARY FINDING and Request:

As can be seen in the “organically happening” (as in, happening randomly and without user input) clicking, the source clicks sound to have a lower pitch. When recreating relay switching sounds “manually” (as in, clicking happening due to user input), the sounds tend to be slightly higher in pitch.

Additionally, I find it strange that changing mic pre on the non-recording mic channel only creates audible clicking if I am recording on ch. 2 and adjusting features on ch.1s mic pres. This is NOT the case when recording on Ch. 1, and adjusting the features on Ch. 2s mic pres.

I find it particularly annoying that I have been asked to provide recording examples of this problem. Though, this has become such an invasive issue, that if UA does not fix it, I will dis-continue my use of the Apollo, and move to an Apogee Element 46, an Audient iD44, or a Focusrite Clarett 8Pre…. all of which offer better AD/DA conversion, lower EIN (self-noise), and monitoring software.

Your thorough familiarization of this situation, and detailed response for the next steps are very appreciated. Though, I have to be perfectly clear... the fact that this unit is just outside of it's two year warranty should NOT imply that I need to pay for further troubleshooting and repair. This is a hardware issue unrelated to normal wear and tear. I expect this unit to be replaced, or I will absolutely discontinue my relationship with UA, and request a refund for the Unison Mic Pres I have purchased, and can no longer use with this unit.

All the best,

Jon

****************************************************
I have included the full file, in which I walk through all the organically occurring clicks, and one's I have manually created through adjusting features on the non-recording channel inside Apollo. Excuse some of the audio quality; I had my mic half-way between myself and the Apollo to record the clicks!

Click to expand...