# Troubleshooting/FAQs

Q: What does the display of a white Apogee logo "A" on the top panel OLED indicate?
A: The white "A" indicates that USB is disconnected. Connect USB, try a different USB cable or a different Mac USB port.

Q: What does the display of a purple Apogee logo "A" on the top panel OLED indicate?
A: The purple "A" indicates that Duet is loading its firmware.

Q: When I press the encoder to select an input or output, the selection is unavailable. Why?

A: When the inputs are set to XLR line, the encoder is disabled.

Q: I’ve connected my guitar, but I’m not getting any input. What should I check?
A: On the Input tab of Maestro, be sure to set Analog Level to Instrument (Inst).

Q: I’m not getting any output from audio software applications. What should I check?
A: If you have chosen Mixer for the output then the Software Return fader must be raised to send audio software application outputs to Duet’s outputs.

Q: I want Maestro to open automatically each time I connect Duet. What should I set?
A: Open Maestro > Preferences and check the Launch Maestro automatically when connecting a device checkbox.

Q: Can I set the headphone and line outputs to different levels?
A: Yes!

Q: How do I reset Duet?
A: To reset Duet unplug the USB cable, hold down Multi-Function Controller knob and reconnect USB cable

Symptom: The audio quality is compromised (distortion, choppy audio, "buzzy" audio).
Solution: There are several remedies for audio that is distorted, choppy or otherwise compromised:

1) Hotplug Duet
2) Toggle sample rate (in your DAW or, in the case of iTunes, Audio MIDI Setup)
3) Reload DAW driver (for example, in Logic choose Logic Pro > Preferences > Audio. Click
on the Devices tab, then the Core Audio tab. Uncheck Enabled, then re-check it.
4) In iTunes, stop then re-start audio playback.

Symptom: The touch buttons don't work consistently.
Solution: Be sure that the top panel protective film has been removed.

Symptom: Duet isn't recognized in System Preferences, Maestro or my DAW application.
Solution: Here are the steps, in order, to check if Duet isn't recognized:

Open System Profiler by choosing About This Mac under the Apple menu and clicking More Info…
In System Profilers Contents column, open the Hardware disclosure triangle and click USB.
Find Duet USB in the USB Device Tree and click on it to display the device's properties.
Verify that the properties are the same as shown below:

If Duet 2 doesn't appear in the USB Device Tree

1) hotplug Duet

1) try a different USB cable or try a different USB port on your Mac.
If the Version shown in System Profiler doesn't match the Version shown above, run the Duet 2 Software Installer.

## Further Troubleshooting Resources

If 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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