Symphony 64 | ThunderBridge: Troubleshooting

Do Apogee Thunderbolt products (Element, Ensemble Thunderbolt, Symphony I/O MkII, Thunderbridge) work with the 2016 MacBook Pro?

Question:

Do Apogee’s Thunderbolt products (Element 24, Element 46, Element 88, Ensemble Thunderbolt, Symphony I/O MkII Thunderbolt, and Symphony 64 Thunderbridge) work with the 2016 MacBook Pro?

 

Answer:

Yes. The 2016 MacBook Pro with Touch Bar, shown here, includes Thunderbolt 3 ports. You will need to use an Apple Thunderbolt 3 to Thunderbolt 2 adapter to connect a current Apogee Thunderbolt device. As discussed in this post, you can NOT connect Apogee Thunderbolt devices to the 2015 and 2016 12″ MacBook because it only has USB-C and does not support Thunderbolt. It should be noted that Thunderbolt 3 ports look exactly like USB-C ports and their cables also look similar. This can get a little confusing, so here are a few basic rules to help clear up any questions about connectivity:

  • USB-C and Thunderbolt 3 have the same-size port and the same-size connector for their cables. Since USB-C and Thunderbolt 3 ports look exactly the same, you will need to make sure your Mac has Thunderbolt 3 capabilities before using it with an Apogee Thunderbolt device and an Apple Thunderbolt 3 to Thunderbolt 2 adapter.
  • A Mac with Thunderbolt 3 ports, such as the 2016 MacBook Pro with Touch Bar, can use it’s Thunderbolt 3 ports to connect to any Thunderbolt 3 device, USB-C device, and Thunderbolt 2 or Thunderbolt 1 device if you use the Apple Thunderbolt 3 to Thunderbolt 2 adapter.
  • A Mac with only USB-C ports, such as the 2015 and 2016 12″ MacBook, can NOT connect to any Thunderbolt device, even when using adapters. It can connect to USB-C devices and other types of USB devices, using the proper adapters.

 

Click here for more information on the differences between USB-C ports and Thunderbolt 3 ports.

 

 

 

 

Do Apogee Thunderbolt products (Element, Ensemble Thunderbolt, Symphony I/O MkII, Thunderbridge) work with the latest 12″ MacBook?

Question:

Do Apogee’s Thunderbolt products (Element 24, Element 46, Element 88, Ensemble Thunderbolt, Symphony I/O MkII Thunderbolt, and Symphony 64 Thunderbridge) work with the 2015 and 2016 12″ MacBook?

 

Answer:

No. The 2015 and 2016 12″ MacBook, shown here, do not include a Thunderbolt port. They only have a USB-C port. The Thunderbolt 3 to Thunderbolt 2 adapters will not work with these MacBooks, despite using the same-size connectors. Apogee Thunderbolt devices will work with the 2016 MacBook Pro with Touch Bar, as discussed in this post. It should be noted that Thunderbolt 3 ports look exactly like USB-C ports and their cables also look similar. This can get a little confusing, so here are a few basic rules to help clear up any questions about connectivity:

  • USB-C and Thunderbolt 3 have the same-size port and the same-size connector for their cables. Since USB-C and Thunderbolt 3 ports look exactly the same, you will need to make sure your Mac has Thunderbolt 3 capabilities before using it with an Apogee Thunderbolt device and an Apple Thunderbolt 3 to Thunderbolt 2 adapter.
  • A Mac with Thunderbolt 3 ports, such as the 2016 MacBook Pro with Touch Bar, can use it’s Thunderbolt 3 ports to connect to any Thunderbolt 3 device, USB-C device, and Thunderbolt 2 or Thunderbolt 1 device if you use the Apple Thunderbolt 3 to Thunderbolt 2 adapter.
  • A Mac with only USB-C ports, such as the 2015 and 2016 12″ MacBook, can NOT connect to any Thunderbolt device, even when using adapters. It can connect to USB-C devices and other types of USB devices, using the proper adapters.

 

Click here for more information on the differences between USB-C ports and Thunderbolt 3 ports.

 

 

 

 

Symphony64 Thunderbridge not showing up correctly after updating to macOS 10.12 Sierra

There is a known issue where the Symphony64 Thunderbridge would show up with the generic ‘Device’ label and wouldn’t work correctly after updating to macOS 10.12 Sierra.

This issue has been fixed in the latest Sierra-compatible Symphony software installer.

If you are updating to macOS 10.12 Sierra and use Symphony64 Thunderbridge, make sure to run the most current Symphony installer that is compatible with Sierra.

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

 

 

The Symphony Source setting keeps getting set to the wrong Port selection

The port selection switching back to the wrong setting (port 1 if you’re trying to use 2 ports or ports 1-2 if you’re trying to use 1 port) is caused by a preference file getting corrupted. This can happen from using System Preferences Sound to make your audio selections. We recommend only using Audio MIDI Setup (Applications> Utilities> Audio MIDI Setup) from now on.

To fix this issue, please follow these steps in the exact order:

– Go to the following location:

MacHD> Library> Preferences> Audio

– Once you’re in the ‘Audio’ folder, there should be 2 files in there:

com.apple.audio.DeviceSettings.plist
com.apple.audio.SystemSettings.plist

– Trash both of these files and empty the trash.

– If you still have the Symphony Release Installer package on your desktop or downloads folder, open it. If not, download it from our website and open it.

– Launch the Symphony Uninstaller and run it. Restart your Mac after the uninstall has completed.

– Open the Symphony Release Installer package and run the Symphony Software Installer. Restart your Mac after the install has completed.

– It’s a good idea to connect your Symphony I/O(s) to your Mac via USB and launch the ‘Symphony I/O Firmware Updater’ (Applications> Utilities> Symphony I/O Firmware Updater) just to double-check that your firmware is all on the current versions. If it’s not, update it. If it is, move to the next step.

– Launch Audio MIDI Setup (Applications> Utilities> Audio MIDI Setup). We recommend using Audio MIDI Setup instead of System Preferences Sound.
Make sure that ‘Symphony64′ (PCIe or Thunderbridge) is selected in the left-side column. In the ‘Source’ menu on the right, choose the appropriate port selection depending on how many Symphony I/Os you have. If you have 1 unit, choose ‘Port 1: 32ch’if you have 2 units, choose ‘Ports 1-2: 64Chs’. Quit Audio MIDI Setup and restart the computer.  Wait until the unit/units sync and stop clicking before launching Maestro. This can take a couple minutes if you’re using 2 Symphony I/Os.

 

 

 

 

Why are the input and output level/volume popup indicators not showing up?

Several Apogee products have pop-up level indicator graphics that will appear on the desktop of your Mac when the input and output levels are adjusted from the device or from the Mac’s keyboard volume buttons.

 

If the pop-ups aren’t appearing, there are a few things to check:

Launch ‘Apogee Maestro 2’ from your Applications folder, click on the ‘Apogee Maestro 2’ drop-down desktop menu and select ‘Preferences’. Confirm that the ‘Display pop-ups’ checkbox is checked. If you don’t see this option, then pop-ups aren’t available for the product you’re using.

 

If you’ve confirmed that the ‘Display pop-ups’ checkbox is checked and you’re still not getting the pop-ups, try the following:

 

– Unplug/replug your Apogee device

– Restart your Mac

– Launch ‘Activity Monitor’ (Applications> Utilities> ‘Activity Monitor’), click the ‘View’ drop-down desktop menu and select ‘All Processes’. Type ‘apogeepopup’ in the searchbar in the upper right-side corner of Activity Monitor. Once you see ‘ApogeePopup’ displayed in the list, highlight it and force-quit the process by clicking the ‘X’ button in the upper left-side corner of Activity Monitor. Wait a few seconds and you should see the popups again after adjusting input/output level.

 

*Note for Duet Firewire and Ensemble Firewire customers*

There was a known issue with pop-ups not working for Duet Firewire and Ensemble Firewire when using any version of Mac OS 10.8. It is recommended that you use either a version of Mac OS earlier than 10.8 or later than 10.9.

 

 

Connecting 2 Symphony I/Os to a Symphony 64 Thunderbridge or PCIe card

Before going through the setup steps, be sure to confirm that you have the matching software and firmware installed. Both units need to be on the firmware from the same installer release for them to sync properly. Connect both units to your Mac via USB (use a powered hub if your Mac has USB 3.0 ports), launch the Symphony I/O Firmware Updater from your Utilities folder and confirm that the firmware is up to date for each unit. Select ‘Symphony I/O 1‘ in the drop-down menu of the firmware updater app to check the 1st unit’s firmware versions. After confirming the firmware is up to date for the 1st unit, select ‘Symphony I/O 2‘ from the drop-down menu and confirm the firmware is up to date for the 2nd unit as well. When you’re finished, quit the firmware updater and follow the steps below.

 

To connect 2 Symphony I/Os to a Symphony64 Thunderbridge or PCIe card, follow the steps below in the exact order:

 

 

– Connect the Main Port of Unit A  to Port 1 (chs 1-32) of the Thunderbridge, using a PC-32 Symphony cable.

 

– Connect the Main Port of Unit B to Port 2 (chs 33-64) of the Thunderbridge, using a PC-32 Symphony cable.

 

– Use 2 BNC cables to connect the Loop Sync output of Unit A to the Loop Sync input of Unit B and the Loop Sync output of Unit B to the Loop Sync input of Unit A. Make sure you’re using the LOOP SYNC jacks and not the Word Clock jacks.

 

– On Unit A, press in and hold on the front-panel right-side encoder knob until you come to the Audio Mode menu. Scroll until it says ‘Symphony‘ and then push in on the encoder knob again to restart the unit in Symphony mode. Do this to Unit B as well.

 

– Launch Apogee Maestro2 from your Applications folder, go to the ‘System Setup‘ tab and make sure the  “USE LOOP SYNC” check-box is CHECKED. Quit Maestro.

 

– On your Mac, launch ‘Audio MIDI Setup’ (Applications> Utilities> ‘Audio MIDI Setup’). Make sure ‘Symphony64’ is highlighted on the left-side device column. On the right-side, set the ‘Source‘ to ‘Ports 1-2: Chs 1-64‘. Quit Audio MIDI Setup and restart the Mac.

 

– Once the Mac restarts, you need to wait until the units have finished configuring before launching Maestro or ANY other software. This can take a couple minutes. You’ll hear relays clicking back and forth and you’ll see the “!” icon on the front-panels appear and disappear. When this stops after a minute or so and both units are configured, Unit A should say ‘INT‘ and Unit B should say ‘LOOP‘.

 

– As soon as both units appear to be configured and Unit A says ‘INT‘ and Unit B says ‘LOOP‘, launch Maestro and confirm that both units show up as expected.

 

Using Legacy interfaces (AD16x, DA16x, Rosetta) with Symphony64 card or Thunderbridge

Click here to download the latest Symphony Installer package

 

To update

  1. If youʼre installing this release over a previously installed version of Symphony 64/Maestro 1, you should run the Symphony64 Uninstaller before updating to the current Symphony Release installer. If youʼre installing this release over a previously installed version of Symphony I/O software, you should run the Symphony Uninstaller included with the current Symphony Release installer package. If youʼve installed both versions, you should run both uninstallers.
  2. Double-click the Symphony System Software Installer and follow the instructions provided by the installation application.
  3. No firmware updates are required – the Symphony IO Firmware Updater is for Symphony I/O users only.
  4. You will be required to re-start your computer once installation is complete.

After updating – After updating, verify that the Symphony Source setting (found in the Maestro 2 > System Setup tab and Audio MIDI Setup) is set to the appropriate Port setting:

  • If interfaces are connected only to Port 1, set Source to Port 1 Chs 1-32.
  • If interfaces are connected to both Ports 1-2, set Source to Ports 1-2 chs 1-64.

New Features – Legacy interfaces

  • The “A” icon that previously appeared in the Apple Menu bar has been removed – Look in Maestro 2ʼs Toolbar System Status display for system information.
  • To distinguish between an AD16X and DA16X when the interface is set to Advanced routing mode or a Rosetta 800 and 200, the setting Device Type is provided in Maestro 2 (Device Settings tab). This ensures that audio paths displayed in the Input and Output Routing tabs correspond to the actual hardware I/O. If neither a 16X Series in Advanced routing nor a Rosetta is connected, the Device Type drop down is not displayed.

Known issues – Legacy DA16X Interface

  • When a single DA16X is connected in Advanced routing mode, it will initially appear as an AD16X. Simply choose DA16X under Maestro 2ʻs Device Settings > Device Type drop down menu for the interface to be correctly detected.
  • When using Symphony I/O and legacy interfaces together, Routing tabs may not display the proper number of inputs and outputs. To work around this issue, restart the computer.
  • The AD16X may initially be detected as a Rosetta 800. Workaround – restart the computer.

Using Legacy Apogee Interfaces with OS X Lion & Maestro 2

  • Note that at the current time, the use of only 1 Symphony 64 card is supported regardless of the interface connected.
  • When connecting legacy Apogee interfaces to a Symphony 64 PCIe card or Thunderbridge, ensure that the interfaces are connected in a supported hardware combination, as listed below. With a Symphony 64 PCIe card or Thunderbridge, itʼs possible to connect one supported combination to each port.
  • When connecting both Symphony I/Os and legacy Apogee interfaces to a Symphony 64 PCIe card or Thunderbridge, connect the Symphony I/O to Port 1 Channels 1-32 port and legacy interfaces (in a supported combination) to the Port 2 Channels 1-64 port.
  • Legacy Apogee interfaces donʼt include Loop clock functionality (as found on Symphony I/O). Thus, when legacy interfaces are connected to a Symphony 64 PCIe card or Thunderbridge, the “Use Loop Sync” checkbox does not appear and Loop sync functionality is defeated on the Symphony I/O. Use one of the clock configurations described on pages 6-7 of the Symphony 64 Userʼs Guide v1.1.

Legacy Interface Supported Combinations

See the Symphony 64 Userʼs Guide v1.1 for connection diagrams

1 to 4 Rosetta 800s
1 to 4 Rosetta 200s
1 AD16X (standard routing) 1 AD16X (advanced routing) 2 AD16X (standard routing) 2 AD16X (advanced routing)

1 DA16X (standard routing) 1 DA16X (advanced routing) 2 DA16X (standard routing) 2 DA16X (advanced routing)

1 AD16X (standard routing) + 1 DA16X (standard routing)
1 AD16X (standard) + 1 DA16X (standard) + 1 AD16X (standard) + 1 DA16X (standard) 1 AD16X (advanced routing) + 1 DA16X (advanced routing)

1 Rosetta 800 + 1 AD16X (standard routing) 1 Rosetta 800 + 1 AD16X (advanced routing) 1 Rosetta 800 + 1 DA16X (standard routing) 1 Rosetta 800 + 1 DA16X (advanced routing)

1 AD16X (standard routing) + 1 Rosetta 800 1 AD16X (advanced routing) + 1 Rosetta 800 1 DA16X (standard routing) + 1 Rosetta 800 1 DA16X (advanced routing) + 1 Rosetta 800

1 AD16X (standard routing) + 1 DA16X (standard routing) + 1 Rosetta 800

Is Symphony I/O compatible with Mac OS X Yosemite (10.10)?

Yes! Symphony I/O is fully compatible with Mac OS X Yosemite (10.10).  Please be sure to download and install the latest 10.10 compatible software package for Symphony from Apogee’s site.

 

Click to find the latest Symphony Software Installer

Symphony I/O doesn’t show up in Maestro and exclamation mark (!) icon stays on

If you’re having an issue getting your Symphony I/O to show up properly in Apogee Maestro and the exclamation mark (!) icon stays on the front-panel, there are a few troubleshooting steps to check, depending on what Audio Interface Mode you’re using.

 

USB Audio mode

1. Confirm that your firmware and software is up to date and that the versions match. Click here and follow these instructions.

2. Confirm that your Symphony I/O is in ‘USB Audio’ mode by pushing in and holding on the right-side front-panel encoder and scrolling through the different modes until you get to ‘USB Audio’ and then push in on the encoder again to restart the unit in ‘USB Audio’ mode.

3. Confirm that you’re using the Apogee USB cable that was included with the Symphony I/O. Unplug USB cable and then plug back in to a different port and restart your Mac.

4. Power-cycle Symphony I/O.

 

Symphony mode (Symphony 64 PCIe or Thunderbridge)

1. Confirm that your firmware and software is up to date and that the versions match. Click here and follow these instructions.

2. Confirm that your Symphony I/O is in ‘Symphony’ mode by pushing in and holding on the right-side front-panel encoder and scrolling through the different modes until you get to ‘Symphony’ and then push in on the encoder again to restart the unit in ‘Symphony’ mode.

3. Launch Audio MIDI Setup (Applications> Utilities> Audio MIDI Setup). We recommend using Audio MIDI Setup instead of System Preferences Sound. Make sure that ‘Symphony64′ (PCIe or Thunderbridge) is selected in the left-side column. In the ‘Source’ menu on the right, choose the appropriate port selection depending on how many Symphony I/Os you have. If you have 1 unit, choose ‘Port 1: 32ch’… if you have 2 units, choose ‘Ports 1-2: 64Chs’. Quit Audio MIDI Setup and restart the computer.

4. If you’ve gone through the above steps and the exclamation mark (!) icon still remains on the front-panel, there is a chance that the PC-32 port on either the Symphony I/O and/or the Symphony 64 PCIe/Thunderbridge isn’t making a complete connection and needs to be cleaned with rubbing alcohol. Follow these instructions:

Disconnect the PC-32 cable (‘Symphony’ or ‘Digi-Link’ cable) and apply some rubbing alcohol (isopropyl) to the pins on the inside of the PC-32 cable’s connector end. Make sure to apply the alcohol to the top and bottom of the pins on the connector. Now plug in and unplug the cable to the ‘Main’ port of the Symphony I/O. Do this about 20 times, so the port gets clean. Now repeat this with the Main port on the Symphony 64 PCIe or Thunderbridge. After each port has been cleaned, reconnect the PC-32 cable, power-cycle the Symphony I/O, and restart your Mac.