"unable to locate digidesign hardware" message on pro tools 9

[echalk]

Hi everyone,

I am new to PT and the forum and would really appreciate some help.
I bought a new notebook and an mbox 3 with a boxed upgrade to pt9 recently. As many other users have experienced, the program initially worked fine after a very cumbersome user-unfriendly installation - i could record and playback - but a week later when i went to load the program the headaches began.

I initially had a message saying something to the effect that NTFS drive names were too long (over 11 characters - not true) and that this may disrupt the program but i could still open the program. Then the "unable to locate digidesign hardware" messages began, preventing PT to open. The mbox seems to connect just fine: the mbox control panel opens and says the device is connected and the device lights up.

I have trawled through the online advice and tried:
uninstallling and reinstalling several times,
reverting back to PT8 (which got the same message),
using other USB ports,
starting the computer with mbox plugged in and not,
following the avid advice to optimise the system for protools,
downloaded the latest drivers,
the generic KB291507 manual driver install,
swearing and screaming at the machine...
...and now I am here.

If this has been a recurring issue for numerous users dating back several years with different versions of the software you would think it would have been resolved by now. I am at my wits end and this is a very unimpressive introduction to avid. Please, please help...

update: have downloaded and installed the PT9.02 update and the same error remains. i have been trying to sort this out since 8 this morning and it is now midnight.

pro tools 8.0.4 / pro tools 9 upgrade
mbox 3rd gen

SiSoftware Sandra

Computer
Model : Samsung RF511/RF411/RF711
Workgroup : WORKGROUP
Host Name : Evan-PC
User : Evan

Processor
Model : Intel(R) Core(TM) i7-2630QM CPU @ 2.00GHz
Speed : 2.6GHz
Cores per Processor : 4 Unit(s)
Threads per Core : 2 Unit(s)
Type : Mobile, Quad-Core
Integrated Data Cache : 4x 32kB, Synchronous, Write-Thru, 8-way, 64 byte line size, 2 threads sharing
L2 Cache : 4x 256kB, ECC, Synchronous, ATC, 8-way, 64 byte line size, 2 threads sharing
L3 Cache : 6MB, ECC, Synchronous, ATC, 12-way, Exclusive, 64 byte line size, 16 threads sharing

Computer
Mainboard : Samsung RF511/RF411/RF711
BIOS : AMI 07HX.M024.20110212.SSH 02/12/2011
Bus(es) : PCI PCIe IMB USB i2c/SMBus
Multi-Processor (MP) Support : No
Multi-Processor Advanced PIC (APIC) : Yes
Total Memory : 6GB DDR3 SO-DIMM

Chipset
Model : Samsung Core (Sandy Bridge) DRAM Controller
Front Side Bus Speed : 100MHz
Total Memory : 6GB DDR3 SO-DIMM
Shared Memory : 66MB
Channels : 2
Memory Bus Speed : 2x 667MHz (1.33GHz)

Memory Module(s)
Memory Module : Samsung M471B5773CHS-CH9 2GB DDR3 SO-DIMM PC3-10700S DDR3-1334 (9-9-9-25 4-34-10-5)
Memory Module : Samsung M471B5273CH0-CH9 4GB DDR3 SO-DIMM PC3-10700S DDR3-1334 (9-9-9-25 4-34-10-5)

Video System
Video Adapter : Intel(R) HD Graphics Family (12 SM5.0 650MHz, 64MB DDR3 1.33GHz 128-bit, Integrated Graphics)

Graphics Processor
OpenCL Processor : NVIDIA GeForce GT 540M (96SP 2C 1.34GHz, 1GB)
Compute Shader Processor : NVIDIA GeForce GT 540M (96SP 1.34GHz, 64MB)
CUDA Processor : NVIDIA GeForce GT 540M (96SP 2C 1.34GHz, 1GB)

Storage Devices
Hitachi HTS547575A9E384 (750.2GB, SATA300, 2.5", 5400rpm, 8MB Cache) : 699GB (C:) (D:)
HUAWEI Mass storage (USB) : N/A (H:)
TSSTcorp DVDWBD TS-LB23A (SATA150, BD-R, DVD+-RW, CD-RW, 2MB Cache) : N/A (E:)
HUAWEI Mass storage (USB) : 67MB (F:)

Logical Storage Devices
SYSTEM : 100MB (NTFS)
Hard Disk (D:) : 406GB (NTFS) @ Hitachi HTS547575A9E384 (750.2GB, SATA300, 2.5", 5400rpm, 8MB Cache)
Hard Disk (C:) : 272GB (NTFS) @ Hitachi HTS547575A9E384 (750.2GB, SATA300, 2.5", 5400rpm, 8MB Cache)
SAMSUNG_REC : 21GB (NTFS)
Removable Drive (H:) : N/A @ HUAWEI Mass storage (USB)
Optical Drive (E:) : N/A @ TSSTcorp DVDWBD TS-LB23A (SATA150, BD-R, DVD+-RW, CD-RW, 2MB Cache)
Virgin Mobile (F:) : 14MB (CDFS) @ HUAWEI Mass storage (USB)

Peripherals
LPC Hub Controller 1 : Samsung Cougar Point LPC Controller
Audio Device : Samsung Cougar Point High Definition Audio Controller
Audio Codec : Realtek Semi High Definition Audio
Serial Port(s) : 1
Disk Controller : Samsung Cougar Point 6 port SATA AHCI Controller
USB Controller 1 : Samsung Cougar Point USB Enhanced Host Controller #2
USB Controller 2 : Samsung Cougar Point USB Enhanced Host Controller #1
USB Controller 3 : Samsung uPD720200 USB 3.0 Controller
SMBus/i2c Controller 1 : Intel ICH SMBus

Printers and Faxes
Printer : Samsung Universal Print Driver (1200x1200, Colour)
Printer : Microsoft XPS Document Writer (600x600, Colour)
Fax : Microsoft Shared Fax Driver (200x200)

Scanners and Cameras
Scanner : Samsung Universal Scan Driver (Scanner, 600x600, USB)

Peripherals

Network Services
Network Adapter : HUAWEI Mobile Connect - 3G Network Card (Ethernet, 7.2Mbps)

Power Management
Mains (AC) Line Status : On-Line
Battery No 1 : 98%

Operating System
Windows System : Microsoft Windows 7 Home 6.01.7600
Platform Compliance : x64

Windows Experience Index
Current System : 5.8

[albee1952]

A few things to look at: The 3G wifi device(HUAWEI Mobile Connect - 3G Network Card) needs to be disabled when running PT. Is the Mbox plugged into the same port as when it worked? List the drive names as you see them when you open MyComputer and count the characters(remember that a space IS a character). Some may indeed be over 11 characters. I see reference to nVidia and this: (Video Adapter : Intel(R) HD Graphics Family (12 SM5.0 650MHz, 64MB DDR3 1.33GHz 128-bit, Integrated Graphics)), so are you using a graphics card that is in a PCIe slot? If yes, you should try disabling the integrated graphics in BIOS. Let us know if this turns up anything new. Yelling and screaming(and some cursing) may not help, but it sure feels good

[hsh1]

Hi echalk,
I had similar issues a couple of years ago and after numerous hours of trouble shooting, re-installations, changing components..etc.., I found out that the computer's grapic card was the issue. NVIDIA GeForce GT 540M is a too new and it may not be compatible with pro tools yet!!!?? My un-professional suggestion (I dont know if this is even possible, but if it is, it definitely worths trying), disable the discrete Nvidia GT450M graphic card, and enable the Integrated Intel graphics and see if it makes a difference.

[echalk]

OK. Firstly, thank you so much for the quick responses.

I just tried disabling the Nvidia graphics card and the HUAWEI wifi device - still getting the same buggy aborted loading of PT with the "unable to locate digidesign hardware" message.

The drives listed in computer are:
Local Disk (C)
Local Disk (D)
BD-ROM Drive (E)

and after selecting to show hidden drives in organize a "Removable Drive (H)" appeared which I renamed "Removable (H)".

Any more ideas?

[echalk]

I have unistalled PT and reinstalled PT8 and the PT9 upgrade.

STILL NOT WORKING.

another query: the CD install has installed all sorts of crap that appears irrelevant to my set up with the mbox 3. At some point last time I went through and uninstalled all of that while trying to fix the problem - so I just want to confirm, for PT9 with mbox3 should I have the following installed?
avid free digirack plug-ins 9.0
avid HD driver (x64)
avid mbox driver 1.0.19(x64)
avid mbox mini driver 1.0.4
avid mbox pro driver 1.0.10
avid pro tools creative collection 9.0
digidesign elevenrack driver 1.0.8
digidesign HFS+ disk support
and about 15 odd m-audio drivers

[BassMan3000]

Hi echalk,

Sorry I won't be able to help but I am going through exactly the same issues as you are having - and I wanted to express my condolences for all the frustrations! I had bought an MBox (3) which had LE 8.04. Worked fine for a couple of weeks, then the dreaded "Unable to find hardware.." message. Took it back to the store, and the audio guy got it going again but then about two weeks later message came back and Protools program has been useless since then.

Checking past threads (and you are right - this same problem seems to have been going on for years - and still no obvious fix?) I thought it might have been a particular problems with using Protools on a PC (like I am) but I've noticed people who are using Macs are complaining about the same problem, which worries me as I thought that to change to a Mac might be an obvious, yet very expensive, solution.

My only input (and this might have been said already) is that the Protools software component of the program seems unable to identify that its own hardware is actually plugged in. Very annoying! I have tried everything and nothing seems to work, so I wish you luck too and will follow this thread to see if any magical solutions appear.

Cheers,

BassMan3000