HDX card not recognized - Completely Desperate! [SOLVED]

[Aquic]

Hi There,
I have a new computer updated to High Sierra 10.13.3 and ProTools completely updated as well to the last version 2018.1. I have been installing ProTools and plugins at home, and everything was working in Native mode with no problem. But now I have moved to the studio, and there is no way that my computer detect my HDX Card. I have checked everything I have seen in a post in this forum.

Just in case I did what is suggested in this post with no success: http://avid.force.com/pkb/articles/e...-Tools-upgrade

I have re-installed proTools from scratch again too.
I have checked in the system info of my computer if my Sonnet Echo Express III TB2 is working, and yes, it's working, active and recognized by the thunderbolt port.

I have opened anyway the chassis, and I have seen that the card is receiving power, and the different green lights are blinking. I suppose that it should work.

I have done everything I can do until now but my card does not exist for my system. I have even try a Digitest, but obviously, no slot is recognized.

Please, HELP... Any Ideas? Is there a way to create a ticket in AVID to get from the support?

Thanks in advance!

[Drew Mazurek]

HD Driver installed?

Digilink I/O asset on iLok?

Edit: you did these....

try a different TB cable? They have chips in them that can go bad.

[Aquic]

Yes, of course!

[Aquic]

I tried two different thunderbolt cables as well, and I tried all the thunderbolts ports that have my mac, just in case too.

[priorytools]

Maybe, try the hdx card in a different slot in your chassis … which slot number is it currently in ?

[albee1952]

Upgraded from which previous version of Pro Tools?

[Aquic]

Hi there,
I received a call from a Guy of AVID Support tema, and after almost 3 hours deleting and installing again we found what was happening. This is a complete new installation, but the first time I install ProTools I did it at home using as interface the Built-In audio of my Mac. So, the first time I opened ProTools, my HDX card was not there.

We delete everything and installed again several times with no success, and we started to think the problem was my chassis, a Sonnet Echo Express III, or the card that could be broken.

But in a moment of inspiration, this guy asked me to reate a new user, and open a new session from that user. Then we just opened ProTools and suddenly the ProTools gives us an error related with the firmware of the card, asking us to update that firmware.

So we updated of the firmware and the next time we open ProTools, everything was working like a Charm, and that was all.

At any case, I consider another thing relevant in this case, which was to leave the Sonnet Chassis, completely alone in one of the two thunderbolt busses of the computer. Actually, my mouse was sluggish sometimes because that I think. Now it's working properly, and it wasn't like that before. I know that USB and thunderbolt has nothing to do, but it seems that to have my display just below the thunderbolt of my chassis, in its same thunderbolt buss could make my computer have unwanted behaviours.

Sooo Happy with the AVID Support Team!
Although, I hope it will be the last time I have to contact them, because this has been a nightmare taking in count that all my equipment is completely new.

Thanks all for your help on this!

[Stig Eliassen]

Glad it worked out for you, Aquic, and thanks for sharing the solution.

[priorytools]

Originally Posted by Stig Eliassen

Glad it worked out for you, Aquic, and thanks for sharing the solution.

+1