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.
I’m the owner and lead technician for Audio Support, a small company based in London, UK that connects remotely with clients worldwide to help them with their music technology issues. I’ve run Audio Support since 2005 and in that time I’ve seen and solved thousands of recording studio problems.
Running Logic Pro, Scarlett 18i20, Korg Kronos2, imac 27" logic pro 4.4. Joe Meek JM47 with VC3 compressor.This guy really knows his stuff!! Im an semi pro ex muso been gigging all my life..done a bit of multi recording years ago, using logic pro...Now retired, having time to enjoy creating now..Was having loads of problems setting up Logic pro with a Kronos2 audio output...still of course using all the library sounds within Logic.Paul has got all the kit working very quickly and made everything intuitive.. Many thanks Paul, much appreciated.Highly recommend.
Honestly Paul Has more than helped me with my Issue I had with logic Pro. After the session I learned some new skills as well that I can implement in future production sessions.Highly recommend taking one of the sessions if your having any problems.
Paul was extremely knowledgable when helping me with my studio setup issues and all of my questions. I am looking forward to the follow up session to connect up all of my external hardware and get everything synced up. Thanks Paul.
