HD hardware not found in Pro Tools, appears in Core Audio

[jcrystal]

Hello Pro Tools community,

I have a Mac Pro with: 1 x HD Core and 1 x HD Accel. They are connected to an HD MADI unit.

Despite a green light on the HD MADI unit, I am unable to see the HD MADI hardware in Pro Tools:
https://dl.dropboxusercontent.com/u/...2021.37.23.png

The CoreAudio utility, however, sees the MADI device just fine:
https://dl.dropboxusercontent.com/u/...2021.37.56.png

I am running OS X 10.8.2 and Pro Tools 10.3.5.223, I have installed the HD drivers, and I'm stuck.

Here's what the device list in Pro Tools looks like as well:
https://dl.dropboxusercontent.com/u/...2021.37.34.png

And DigiTest sees both cards:
https://dl.dropboxusercontent.com/u/...2021.38.17.png

Thanks for any assistance!

Best,
-Jason

[crizdee]

Hi,

Maybe try running the pro tools installer again! to make sure all the files are present and correct. then boot PT holding thr N key and see if you find the HD audio driver available in the playback engine.

If its still not available then it must be the conection to the Madi unit.

Has this system ever worked or is this a new installation?



Chris

[jcrystal]

Thanks for the reply.

This is a new system, and has never previously worked. Trying to get it up and running for the first time.

I've tried re-installing Pro Tools (same results). When booting holding "n", no HD devices are listed (just the built-in devices, and the Aggregate).

The HD MADI unit has a green ring around it's power switch, makes me think it's happy. But not sure how clear that is as an indicator...

I have the Core Card in the lower-numbered PCIe slot, and the Accel card on the next slot up. I've connected the Core Card to "Port 1" on the HD MADI unit, and the Accel to "Port 2". And I've looped them internally appropriately (to my knowledge). During the Pro Tools install I chose "HD TDM (HD Core, HD Accel, HD Process)" rather than "HDX / HD Native", which seemed correct.

...any other advice? Thanks, all.

[JFreak]

Green ring means it's powered up, right? Are you sure you have a working Digilink cable? Can you test whether some CoreAudio app can actually use the system (meaning can you hear audio outside PT and only PT is not recognizing the box)?

[jcrystal]

Good question!

Yes, I have just confirmed: I can send audio out of the MADI interface via CoreAudio (in this case, iTunes). So it seems to be a Pro Tools-specific issue?

Thanks,
-Jason

[Bruce Paine]

Have you tried updating the firmware in the MADI interface?

To update the firmware in a Pro Tools|HD audio interface:

1. Quit Pro Tools if it is running.

2. Locate and double click the DigiTest application on your hard drive. This is located in the Pro Tools Utilites folder within the main Digidesign application folder.

3. Click the Audio I/O Firmware tab.

4. Select the card slot from the pop-up menu. If any Pro Tools audio interfaces are connected to the card, the Primary or Secondary options become available in the Device Selection section of the Audio I/O Firmware page. If any connected interfaces are not recognized, check the connections and power to each interface and click "Re-detect Devices".

5. Under Device Selection, select one of the following options for the corresponding connected audio interface and to view the firmware version for the corresponding interface. (The firmware version is displayed just below the Device Selection section of the Firmware page):

• Connector 1, Primary

• Connector 1, Secondary

• Connector 2, Primary

• Connector 2, Secondary

6. If the firmware version is not current, click Begin Update to update the firmware for the selected audio interface.The status of the firmware update process is displayed in the status area at the bottom of the Firmware page.

7. After the update process is complete, click Quit to close DigiTest. Restart the computer and relaunch Pro Tools.

[Mista Min]

My question and I know this is a dumb, but do you have an HD license on your ilok? If you don't have a Pro Tools HD 10 license than that could be your problem. If you do, then ignore my response

[crizdee]

Originally Posted by Mista Min

My question and I know this is a dumb, but do you have an HD license on your ilok? If you don't have a Pro Tools HD 10 license than that could be your problem. If you do, then ignore my response

Good point and often the simple things pass us by


Chris

[jcrystal]

Good suggestions all!

And you're completely right: I had assumed that the iLok from our sound provider (it's rented equipment) contained the appropriate licenses, but perhaps not. We'll be verifying that tomorrow as well, and I'll update this thread.

Thank you!

-Jason

[jcrystal]

And it's always something....

It was some combination of firmware and licensing. We were behind a firmware version (I think on the Core/Accel cards), and our iLok lacked the HD authorization.

Thanks all for your help!