# Troubleshooting

| ##  | ## Symphony Audio Interface Mode

When troubleshooting the Symphony I/O - Symphony PCI card system, first verify these three items. If one or more of the items is found to be operating incorrectly, see the Symptoms and Solutions lower in this section.

> 1. Verify system status

> 2. Verify Audio streaming

> 3. Verify Hardware-Software Control Link

## Verify system status

When using Symphony I/O with the Symphony 64 PCI card, first check the 64 card's Status LEDs, found on the card's rear panel.

> 1. If only one card is installed, a blue and white LED should be solidly lit.

> 2. If multiple cards are installed, white LEDs should be solidly lit on all cards while a blue LED should be lit on one card.

> 3. If any LEDs are flashing, consult the chart below for detailed troubleshooting information.

WHITE LED (Clock) | Blue LED (Master) |
ON | ON | Card is Master, Clock is correctly configured
ON | OFF | Card is Slave, Clock is correctly configured
FLASHING | ON | Card is Master, Clock is bad - See solutions below
FLASHING | FLASHING | Symphony driver not loaded - Re-install Symphony software
FLASHING | OFF | Card is Slave, Clock is bad - See solutions below
OFF | FLASHING | Jumper setting is incorrect - check PCI card jumper settings
OFF | OFF | Card is Slave, currently disabled. Set Symphony Source to enable

If Symphony I/O hardware is successfully detected in Maestro, the system status may also be determined in the System Status window, found in Maestro's Toolbar. When System Status is displayed as "Ready", all detected hardware interfaces are properly connected and clocked.

## Verify Audio Streaming

> 1. Open Audio MIDI Setup by choosing Applications > Utilities > Audio MIDI Setup.
> 2. In AMS, choose Window > Show Audio Window.
> 3. In the left hand Devices column, select Symphony 64.

> 4. Play a selection from iTunes.

## Verify Hardware-Software Control Link

> 1. Open Apogee Maestro software.

> 2. In the Devices sidebar, verify that the heading Symphony 64 (or Mobile) PCI appears, and that Symphony I/O appears underneath this heading.

> 3. Click the ID button and verify that the front panel meters light.

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## Symptoms and Solutions

Symptom: The Symphony 64 card's white status LED is blinking, but the front panel sample rate is solidly lit.
Solution: Check the PC-32 connection between the Symphony I/O(s) and the Symphony 64 card.

Symptom - The front panel sample rate display is blinking and indicates a different rate than my DAW session; Maestro System Status is "Clock Mismatched"; the Symphony 64 card's white status LED is blinking.
Solution - This behavior indicates that Symphony I/O is locked to an external clock at the indicated rate, but that this rate is mismatched to the session sample rate. Match the rate of the external clock to the rate of the DAW session.

Symptom - The front panel sample rate display indicates 00.00 and is blinking. The Symphony 64 card's white status LED is blinking.
Solution - This behavior indicates that Symphony I/O has been set to lock to an external clock source, but no valid clock is detected at the selected clock input (WC, SPDIF Coax, etc.). Connect a valid clock signal to the selected clock input or set Symphony I/O’s clock source to Internal.

Symptom - Symphony 64 doesn't appear as an audio selection in Audio MIDI Setup, System Audio Preferences or DAW hardware selection dialogs; the Symphony 64 card's blue status LED is flashing.
Solution - Re-install the Symphony 64 driver. Reboot OS X Snow Leopard into 32-bit mode.

Symptom - Symphony I/O isn’t detected in Maestro's Devices Sidebar.
Solution - Check that Symphony I/O is powered on.

Check the PC-32 connection between the Symphony I/O(s) and the Symphony 64 card.
Ensure that the Symphony Source drop down (In the Maestro System Setup tab) is set correctly. For example, when 1 Symphony I/O is connected, set Symphony Source to PCI Card 1, Port 1 (CHANNELS 1-32).

Symptom - Audio input (or output) has clicks and pops.
Solution - Set the I/O Buffer in your DAW software to a higher setting.

Symptom - There's no audio output from Symphony I/O, though all other indicators are correct.
Solution - Verify that the Audio MIDI Setup Mute box is NOT checked. Verify that NO exclamation point appears on the OLED (see below if an exclamation point is shown).

Symptom - There's an exclamation point displayed in the front panel OLED. Did I win something?

Solution - The exclamation point indicates that 1) Symphony drivers aren't installed or that the connection between Symphony I/O and the Symphony 64 card isn't communicating correctly. Check this connection; 2) a mismatch exists between Symphony I/O's external clock source and the rate of the DAW session. Conform the rate of the source to that of the session.

| ##  | ## Pro Tools HD Audio Interface Mode

When troubleshooting the Symphony I/O - Pro Tools HD PCI card system, first verify these two items. If one or more of the items is found to be operating incorrectly, see the Symptoms and Solutions lower in this section.

> 1. Launch Pro Tools, choose Hardware > Setup, and verify that Symphony I/Os with one I/O Module are detected as one 192 I/O and Symphony I/Ow with two I/O Modules are detected as two 192 I/Os.

> 2. Open Apogee Maestro software and verify that the heading USB appears, and that Symphony I/O appears underneath this heading.

Symptom - Upon launching Pro Tools, the message "Unable to find an audio interface attached to the first HD card".
Solution - Verify that Symphony I/O's audio interface mode is set to Pro Tools HD. See Setting the Audio Interface Mode.

Verify that the cable connecting Symphony I/O's Main port to the Pro Tools HD Core PCI card is firmly connected on both ends.

Symptom - Some interfaces are not detected in Pro Tools' Hardware Setup
Solution - Check that one hardware interface is set to Internal and all others are set to Loop clock source.

Verify that the PCI card's channel limitation has not been exceeded - a Symphony I/O with two I/O Modules occupies all 32 channels of I/O provided by the Pro Tools HD PCI card; units connected to Symphony I/O's Thru port won't be recognized.

Symptom - Symphony I/O isn't recognized in Apogee Maestro software.
Solution - Verify that Symphony I/O's audio interface mode is set to Pro Tools HD. See Setting the Audio Interface Mode.

Connect directly to the Mac's USB port, bypassing any USB hubs.

Verify that the USB connection is seen in the OS X utility System Profiler. Launch System Profiler, open the Hardware disclosure triangle, click USB, and verify that Symphony I/O appears in the USB Device Tree. If if doesn’t appear, power-cycle the unit, hot-plug the unit or power-cycle the Mac, until Symphony I/O is detected. After each attempt, choose View > Refresh to rescan the USB bus(es).

Symptom - There's an exclamation point displayed in the front panel OLED. Why so excited?

Solution - The exclamation point indicates that 1) Symphony I/O isn't communicating with software, either through Pro Tools or through the Digi Core Audio driver. Launching Pro Tools should cause the exclamation point to disappear 2) Symphony I/O is clocked to an external source, and the rate of the source doesn't match the rate of the Pro Tools session. Conform the rate of the source to that of the session.

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General Troubleshooting - All Audio Interface Modes

Resetting Symphony I/O

To reset Symphony I/O to its default settings

> 1. Power off the unit.
> 2. Press the left hand encoder, and while holding down the left hand encoder, power up the unit.
> 3. Turn the left hand encoder to select either Reset All or Reset All but Cal.

- Choose Reset All to reset all settings including level calibration settings.

- Choose Reset All but Cal to reset all settings but the level calibration settings - Analog reference, digital reference and Trim.

> 4. Turn the right hand encoder to Yes.
> 5. Press either encoder.

> 6. To proceed without resetting, turn the right hand encoder to No and press either encoder.

Troubleshooting Signal Flow

To best troubleshoot signal flow through from Symphony I/O's hardware inputs through to audio software and back to Symphony I/O's hardware outputs, follow these steps:

Open Apogee Maestro and click the Input tab.

1. In the Input tab window, is the signal present on the Input meter corresponding to the physical hardware input? If not, check the input hardware connection. If so, continue with the next step.

2. In the audio software, record enable a track. Is the signal present on the track's input meter. If not, check the connection between Symphony I/O and the computer. Check that the audio software is configured for use with Symphony I/O (via the Symphony PCI card, the Pro Tools HD card or the OSX USB Audio driver). If so, continue with the next step.

3. In the software, route the audio input to an audio output. In Maestro, click the Output tab. Is the signal present on the Output meter corresponding to the software output? If not, check routing in the audio software.

4. If signal is present in Maestro's Output tab but there's still no output on the hardware output, check that outputs aren't muted (an "M" or excalmation point appears on the front panel OLED display). Check that the Output level isn't set to a very low setting.

## Further Troubleshooting Resources

If, after perusing the FAQ and Troubleshooting sections, you still haven't found a resolution to your issue, Apogee provides a wide range of resources to help you.

### Apogee Website

> For any questions concerning product information, please visit our website: www.apogeedigital.com

> To peruse Apogee videos, including Symphony I/O Module Installation tutorials, please visit our video section: video.apogeedigital.com

> For more technical information, including FAQs, User Guides and downloads, please visit the support section: support.apogeedigital.com

### Apogee Support

Apogee's Support department may be contacted via email, telephone or Live chat. In order to provide you with the most efficient technical support, we ask you to register your Apogee product before contacting us, at: apogeedigital.com/account.php. Also, it's best to have the Apogee product on-hand and operational when calling Support.

> Email: support@apogeedigital.com

> Phone support is available from 7am to 7pm (19h00) Pacific Standard Time at: +1 (310) 584-9394

> Live chat is availabe from 10am to 4pm (16h00) Pacific Standard Time - please go to support.apogeedigital.com

> Fax Apogee Support at: +1 310 584-9385

### Apogee Product Repair

If, for some reason, your Apogee product requires repair, please contact Apogee Support to obtain a Return Materials Authorization (RMA).

Any Apogee product shipped to us without a clearly indicated RMA number must be refused delivery.

Please consult the Warranty information for more details.

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