SUPPORT

Known support issues



I get an error message installing the Windows driver!?

Please send the usb_audio_setup.log from Windows/Temp and setupapi.log from Windows folder along with the name of the soundcard you tried to install.

(That's the names on XP, other Windows version have similar file naming, e.g. Windows7: C:\Windows\Temp\USB_AUDIO_SETUP.LOG and C:\Windows\inf\setupapi.dev.log)

By the way, "timeout" means the hardware you plugged into the computer is not compatible with this driver.

timeout

Error Message: "Could not be loaded" / "Out of memory" / "At least two audiochannels needed"

The USB driver had not been loaded properly. Try plugging the interface after the boot process.

  Windows: If this doesn't help: Install the driver again. Extigy: disconnect Extigy from the power supply for a few seconds before restarting the computer after installation.

  Mac: The driver should show up twice, as a HAL-plugin and a CoreAudio driver is AUDIO/MIDI setup.

If you're using Digidesign's Mbox disable the Digidesign USB extension in order to use the USB Audio driver.

Do I need to reinstall the driver if I want to use a different USB port?

  Mac: No.

  Windows: With most units: yes. That's part of the Windows concept. Only a few products take advantage of technical possibilities avoiding that.

I have trouble uninstalling the driver on Windows

Go to Device Manager, locate the software in the "Universal Serial Bus" section (very important to locate it here!), uninstall the driver and check the "delete driver software" option. (It seems to be Windows philosophy now to block uninstallation of drivers...)

Is there a way to use your driver software on Mac OS X with sandboxed applications?

As our driver makes 1:1 direct bitaccurate audio connections, unfortunately there's no way to do this with sandboxed apps. We developed an alternative CoreAudio connection to be used in this case, which already implements latest CoreAudio technology.

  Mac OS X High Sierra or Mojave says "System Extension Blocked"

Please read this article from Apple about approving the kernel extension on Mac OS X 10.13 / 10.14.

High Sierra / Mojave

Using a USB hub I get bad performance, any solution?

If you use a USB2 or USB3 hub the data might be delayed due to necessary buffering on changing the speed. Use a USB1.1 hub instead if it's a USB (USB1.1) full speed product. Also, there's two different ways to build USB2.0 hubs - try to use a "multiple transaction translator"" (MTT) hub.

My device doesn't work correctly on a USB3.0 port, how can I make it work?

  Windows7: Make sure to install the latest USB host controller drivers for your motherboard chipset or USB controller card. This usually solves most of the issues. If that doesn't help, switch off USB3 support from BIOS or add a USB2 PCI(x) card. (These problems don't seem to exist on Windows10.)

  Mac: With some newer Macs there's poor USB performance, this product will give you reliable USB: Kanex Thunderbolt to eSATA + USB 3.0 Adapter

USB3 ports

Audio disappears or turns into full scale white noise after a while

If your interface is based on a TAS1020 chip (e.g. the "Trio"), try a USB PCI card.

It's also a known issue with Mbox1 in some setups, there's - unfortunately - no known workaround (except for toggling the samplerate).

Time after time I hear crackles on audio output, what can I do?

Sometimes this problem is caused by cables and hubs. You should use high quality USB equipment only. Possibly it is caused by limited computer performance (e.g. using "highspeed mode"): switch to another buffer size.

  Windows: In some cases other drivers (e.g. WLAN) are blocking the computer from time to time. There's tools to detect overload situations, assisting you to find the source of the problem: Latencymon

  Mac: The first update of Mac OS X Sierra fixed a basic dropout problem with Apple's class compliant USB audio driver. In case you're using that, make sure you're at least on Mac OS X 10.12 or latest iOS9.