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
Recent Reviews
EXCELLENT
Based on 142 reviews
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will angeloro
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Had a very perplexing problem. Found a work around, He has tremendous knowledge of midi and audio. Was clear with every step of the investigation. I couldn't recommend any higher
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Joe Williams
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Paul was fantastic, can't rate his service enough. After three days lost to Logic crashes I couldn't solve (precious time for make music as this it not my full time gig), I sought his help. I'd booked an hour with him, but having not quite been sure he'd cracked it, he kindly gave me more of his time and expert advice, reassuring me along the way that my system organisation and set-up was good. If you're stuck, he's well worth a shout!
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NSH NSH
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So helpful, solved my issues. Really happy!
Thanks :)
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David James Rosen
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Paul was wonderfully helpful and dialed in a solution to my loading bottlenecks. And from across the pond no less! Highly recommend connecting with him if you've grown tired of searching endless forums and threads for an answer to your very specific audio problem.
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Matt de Bathe
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Paul was really knowledgable and helpful troubleshooting a really niche sound issue within Logic - thoroughly recommended.
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Peter Winchell
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Paul had an amazing amount of patience with a tricky problem, which took two separate sessions to solve. HIs mastery of the Logic system is impressive, and I could not be happier with the results. I will not hesitate to use Paul again (if needed), and recommend him most highly ! ! !
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Tony Solomon
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OMG this Guy.......generous with his expertise, time and professionalism.
I've had studio issues for 5 years that Paul just walked up to and cleaned it up as if it were drawing an egg.
Best recommends on all things DAW, Podcast issues, the whole ball of wax!
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Sunil Auplish
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Very helpful - I went from not being able to use logic at all to using it well in 1 hour!
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Kari Loya
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Incredibly grateful to be able to tap Paul's expertise to resolve a number of technical issues. He'll be my Go-To for tech support going forward with all-things audio production.
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dalton ewart
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It was an absolute pleasure connecting with Paul from Audio support. Communication was excellent and he knew exactly what to do to get the job done. He walked me through every aspect of my setup ensuring all possibilities were explored and by the end of the call, i had a perfectly smooth workflow setup for my studio. Will definitely recommend!!
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