X-HD: Troubleshooting

HDX or HD Native is not showing up in Pro Tools HD Playback Engine

If you have an Apogee Symphony I/O or Symphony I/O MkII (or a Rosetta/16x with X-HD card) and you’re using it in Pro Tools HD mode with an HDX card, HD Native card, or HD Native Thunderbolt and you’re not able to see HDX/HD Native as a possible selection in the Pro Tools Playback Engine, there are a few things to check:

 

  • If you’re using a Symphony I/O (mkI or mkII), confirm it is properly connected to the HD card/box and that the unit is in ‘Pro Tools HD’ mode.
  • Confirm that you have installed the ‘HD Driver’ for the version of Pro Tools you’re using (this is a separate install from the Pro Tools software). The installer is included in a separate folder in the Pro Tools installer package.
  • If you are using a current (12.6 and above) version or Pro Tools HD, you will need a ‘Digilink IO’ license to use 3rd-party hardware with your system. Click here for more information.

Signal not showing up where it’s supposed to and routing incorrect in Pro Tools

If your signal isn’t showing up correctly in Pro Tools, coming out of Pro Tools to the desired outputs, or if the routing isn’t showing up as expected, there are a few things to check. Look below for the section that applies to the Apogee product you’re using:

 

JAM, JAM 96k, MiC, MiC 96k, Groove

  • Confirm that the device you’re using is selected as the ‘Playback Engine’ in Pro Tools by going to the the ‘Setup’ dropdown menu in Pro Tools and selecting ‘Playback Engine’. Make sure your Apogee device is selected in the ‘Playback Engine’ dropdown menu at the top of the window. If you are using JAM or MiC, you will first need to create a ‘Pro Tools Aggregate I/O’ and then you will select ‘Pro Tools Aggregate I/O’ as your ‘Playback Engine’. Click here for setting up JAM for Pro Tools.  Click here for setting up MiC for Pro Tools.
  • You may need to reset the I/O paths in Pro Tools. This is a very common thing. Click on the ‘Setup’ menu in Pro Tools and select ‘I/O’. Once the I/O Setup opens, select all of the channels in the left-hand column and hit ‘Delete’ on your keyboard.  After you’ve deleted them, click the ‘Default’ button in the lower part of the screen. Follow the same steps for each tab in I/O Setup. Once you have gone through these steps in each tab, click the ‘OK’ button to confirm changes and exit.

 

ONE (every model), GiO, Duet (every model), Quartet, Ensemble (every model)

  • Confirm that you are using the correct inputs/outputs on your device. Click here for instructions on how to setup ONE.  Click here for instructions on how to setup Duet.  Click here for instructions on how to setup Quartet.
  • Confirm that the device you’re using is selected as the ‘Playback Engine’ in Pro Tools by going to the the ‘Setup’ dropdown menu in Pro Tools and selecting ‘Playback Engine’. Make sure your Apogee device is selected in the ‘Playback Engine’ dropdown menu at the top of the window.
  • Launch ‘Apogee Maestro’ and click the ‘Reset Routing’ button in both the ‘Input Routing’ and ‘Output Routing’ tabs. If you’re using an Avid Duet or Avid Quartet, you will use ‘Pro Tools I/O Control’ app instead of Maestro. Click here if you need to download the Pro Tools I/O Control app for Avid Duet or Quartet.
  • You may need to reset the I/O paths in Pro Tools. This is a very common thing. Click on the ‘Setup’ menu in Pro Tools and select ‘I/O’. Once the I/O Setup opens, select all of the channels in the left-hand column and hit ‘Delete’ on your keyboard.  After you’ve deleted them, click the ‘Default’ button in the lower part of the screen. Follow the same steps for each tab in I/O Setup. Once you have gone through these steps in each tab, click the ‘OK’ button to confirm changes and exit.

Symphony I/O, Symphony I/O MkII, AD16x, DA16x, Rosetta 200, Rosetta 800

 

 

Signal showing up on wrong channels in Pro Tools with AD16x, DA16x, or Rosetta

This post describes a known issue and workaround with X-HD firmware version 3.0 and AD16x’s, DA16x’s, Rosettas.

 

Known Issue:

There is a known issue when using 2 or more units per port (and especially when the AD/DAs are in ‘Advanced Routing’) where the input/output channels can become misaligned and/or mirrored.

 

Workaround:

Toggling the sample-rate in Pro Tools by opening up sessions saved at different sample-rates and then going back to the session you were working on will usually get the units out of this state.

Updating X-HD Firmware for AD16x, DA16x, and Rosetta

 

To update an X-HD card, follow the instructions below in the EXACT ORDER

 

– Download the latest X-HD firmware updater app from our website. This contains both versions 3.0 and the older 2.7.

Download X-HD updater here.

 

– Make sure the updater app is not open.

– Disconnect the Interfaces from each other and the ProTools HD card(s)… this includes all the word-clock cables as well.

– Do a hardware reset of the Interface (for AD16x/DA16x- hold down the ‘down’ arrow button while powering up the unit. For Rosettas, hold down the ‘Sample-Rate’ button while powering up the unit).

– Make sure the Interface is set to ‘44.1k’, and clocked internally. The Rosettas will sometimes switch to 48k after powering up, so wait about 10 seconds after powering up a Rosetta and then manually switch it to 44.1k if it set itself to 48k.

– We recommend using only class-compliant MIDI interfaces, such as the Elektron TM-1. Connect the MIDI interface to the X-HD card. The LED on the X-HD should be green right now.

– Open the updater app and make sure you’ve selected ‘Avid Digital HD I/O’ and that the correct midi interface port is selected in the updater app (if you’re using ‘port A’, make sure ‘port A’ is selected)

– Run the updater. After a couple of seconds, you should see the LED’s on the X-HD card flashing red & green.

– After the update is finished, QUIT the updater app and power-cycle the Interface.

– Follow the same steps for each additional Interface.

– Reconnect everything and launch ProTools. The Apogee Interfaces should now be showing up as Avid Digital HD I/Os in the ProTools I/O Setup.

 

Differences in X-HD firmware versions

This post explains the differences in X-HD firmware versions and how the Apogee interfaces show up in different versions of Pro Tools, depending on the X-HD version.

 

X-HD version 3.0:

Download version 3.0 here.
All Apogee devices show up as digital Avid HD I/Os.

Not compatible with any version of ProTools prior to HD9. Recommended X-HD firmware for users of HD-Native and HDX.

When an AD16x & a DA16x are daisy-chained in that order in Advanced Routing, the analog inputs of the AD and the analog outputs of the DA will both show up on ‘Digital Avid HD I/O- unit A’. The digital inputs of the DA and the digital outputs of the AD will both show up on ‘Digital Avid HD I/O- unit B’. This is so the hardware inserts work correctly- analog lines up with analog.

The X-HD user’s guide on our website is current to version 2.07, but can be applied to version 3.0 if you replace “Digital Digi 192” with “Digital Avid HD I/O” and shows you all the different configurations and where the channels show up:

X-HD user’s guide

Known issue with version 3.0 firmware:

There is a known issue when using 2 or more units per port (and especially when the AD/DAs are in ‘Advanced Routing’) where the input/output channels can become misaligned and/or mirrored. Toggling the sample-rate in ProTools will usually get the units out of this state.

 

 

X-HD version 2.07:

All Apogee devices show up as digital Digi 192s.

When an AD16x & a DA16x are daisy-chained in that order in Advanced Routing, the analog inputs of the AD and the analog outputs of the DA will both show up on ‘Digital Digi 192- unit A’. The digital inputs of the DA and the digital outputs of the AD will both show up on ‘Digital Digi 192- unit B’. This is so the hardware inserts work correctly- analog lines up with analog.

The X-HD user’s guide on our website is current to version 2.7 and shows you all the different configurations and where the channels show up:

X-HD user’s guide

Not recommended for use with ProTools HD-Native, HDX, and software version HD 11.

 

 

X-HD version 1.05

All Apogee devices show up as regular 192s.

Not recommended for use with ProTools HD-Native, HDX, and any version of Pro Tools HD software from version 9 and up.