A composer reaches out to Audio Support for help. He had set up his UAD Apollo Twin audio interface with his Mac, and while the hardware lights were on, he couldn’t get it to appear in his UAD software or receive any sound in Logic Pro. Paul from Audio Support explains how he diagnosed the problem and details the solution.
The Client’s Request
A professional composer, Lawrence, contacted me in frustration. He had just set up his UAD Apollo Twin audio interface with his Mac, and while the hardware lights were on, he couldn’t get it to appear in his UAD software or receive any sound in Logic Pro. This meant he couldn’t record his guitar or microphone, halting his creative work.
Hi there. I am having an issue with my UAD ApolloTwin sound card. I’m not able to see an input signal in the Console, also output seems to be intermittent. Is this something you might be able to help me with? Thanks Laurence.
Diagnosing the Problem
After Lawrence booked an online session, we connected remotely via AnyDesk so I could see his screen. It was clear the Apollo Twin wasn’t being properly recognized by the UAD software, even though the Mac’s system report showed it was connected. This often points to a software or driver issue rather than a hardware fault. My experience indicated that macOS security settings are a common culprit for new driver installations. A quick check of Universal Audio’s support articles confirmed this suspicion. I guided Lawrence through the necessary steps to allow the UAD system extension, which is a frequent cause of these recognition problems.
Troubleshooting Steps
Getting Your UAD Apollo Twin Recognized
If your UAD Apollo Twin or other Universal Audio device isn’t being recognized by its software (e.g., UAD Console, UAD Meter & Control Panel) despite appearing connected to your Mac, follow these steps:
Checking Mac’s System Settings for Driver Permissions:
Click the Apple logo in the top-left corner of the screen.
Select System Settings (or System Preferences for older macOS versions).
Navigate to Privacy & Security.
Scroll down the window. Look for a message indicating that “System software from developer ‘Universal Audio’ has been updated.” This message often appears if a driver has been installed but not yet granted full permission.
If present, click the “Allow” button next to this message.
Restarting Your Mac
After clicking “Allow,” macOS will typically prompt for a restart. It is crucial to restart the computer for the driver changes to take full effect.
Verifying UAD Software Recognition
Once the Mac has restarted, open the UAD Console application.
Also open the UAD Meter & Control Panel.
The UAD software should now load correctly and display the Apollo Twin as connected and active, with metering and controls accessible.
Client’s Satisfaction
At the end of our session, Lawrence was pleased. His immediate technical problem was resolved, and he felt much more confident about his system’s status. He later left a five-star review, highlighting the clarity and effectiveness of the support provided.
“Helpful, diligent and friendly!” – 5 Stars
ABOUT THE AUTHOR
PAUL ANDREWS
I’m Paul Andrews, the owner and lead technician at Audio Support. Based in London, UK, I connect remotely with clients worldwide, specializing in resolving complex music technology issues. Since founding Audio Support in 2005, I’ve personally diagnosed and solved thousands of recording studio problems, from intricate DAW conflicts to optimizing entire production workflows. My extensive hands-on experience ensures I understand the challenges you face and can deliver effective, lasting solutions.
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Paul was very helpful. My problem was solved within the hour. He's reliable and knows how to make things work again like magic. Thank you Paul for your help, you are definitely a person I will recommend 100%. I will get back to you if I need help again.
Really friendly and helpful. Quickly identified a 'red flag' in my set up that was causing my problems, and took the time to look around at my settings, explain why things worked in certain ways, and followed a step by step re-import of some audio to check for problems. Ended up smoothing a whole bunch of wrinkles for me!
Absolutely exactly what I needed. Paul was just so helpful in breaking the mysteries of why some of the functions in Cubase 14 pro weren't working for me. So friendly and knowledgeable. Thank you so much for your time. I will definitely come back to you if I need any further help.
