Sync HD Loses Connection With No Session Open

[GaryLGSimpson]

I'm at a large post house 175+ PT rigs. We have seen this on many systems as well. I suspect it has to do with major Mac OS updates. Many of our systems were originally on Mac OS 12.7.4 (Monterey) and have been updated to 13.6.3 (Ventura). Systems built from scratch don't seem to have this issue. I suspect it is some power management setting that is reachable after the upgrade. In many cases if you focus on another app or Finder it will come up. We have to use the lock screen for security purposes this will cause it too.

[johnmichaelcaldwell]

Interesting, originally these were setup from scratch in 2021. Perhaps it's time to wipe and restart, although, that's a fairly big annoyance to solve something relatively small.

I've currently resorted to leaving the System Usage window open all of the time and that's suppressed the issue. Would be great to see this fixed. I've been in contact with Avid Tech Support and kept them updated, provided all the logs, etc. They can't seem to figure out why and have also claimed I'm the only person that's experiencing this...

[Halfmoon]

Not sure if this might help, but I found this in the PT Reference Guide:

Disabling Avid Audio Sever to Prevent Clock Disruptions with Sync X or Sync HD
(Mac Only)

When you quit Pro Tools, the Loop Master changes from Sync X or Sync HD to the primary audio interface in the system, and the HDX or HD Native Core Audio driver becomes the Clock Master for the primary audio interface in the system rather than your Sync X or Sync HD. These changes may disrupt audio outputs of Loop Synced interfaces or those following word clock generated by Sync X or Sync HD.
Disruptions are more significant if the Core Audio driver is set to a different sample rate than Pro Tools. Once Pro Tools is relaunched, the Loop Master and Clock Master revert to Sync X or Sync HD.
To prevent the Loop Master and Clock Master from changing (thereby stabilizing the clock) when
quiting Pro Tools, disable the Avid Audio Server.
To disable Avid Audio Server:
1. Locate Avid Audio Server at /Applications/Avid/AvidAudioServer.
2. Rename Avid Audio Server (for example, rename it to “#AvidAudioServer”).
3. Reboot your computer.
Tip: To revert to the default behavior, reinstall the Avid HD Driver and reboot your computer.

[johnmichaelcaldwell]

Just tried disabling the Audio Server and no fix.

Avid Pro Tools's tech team did get in touch with me about a month ago to say that they think they've managed to fix whatever was causing this issue and that it should be gone with the new release that comes out next.

[julesjwoods]

Hi John,
We're having the same issue with one of our machines. Albeit with a Sync X not Sync HD.
Symptoms exactly as you state below.
One of 6 identically set up machines, only one with the fault.
J.

Originally Posted by johnmichaelcaldwell

5 Months later, 2 different versions of Pro Tools (2023.12.1 and 2024.3), plus multiple conversations with Avid Pro Tools "tech" support we have come up empty handed. Firmware on Sync HD's are up-to-date, Pro Tools uninstalled and reinstalled, computer OS rebuilt after some testing when awry, DigiTests come back clean...

The only addition to all of this I have found is that the issue happens, not only when I close a Pro Tools session; it also happens when I change the frontmost application on the Mac. (Ex: Pro Tools session is open and all is working fine, I flip to Safari to download a new file and then to Finder to move the file to a different folder... Within these 2-5 minutes my Pro Tools session is not the frontmost application I get the error message...)

I've collected log files for Avid and worked with them as best as I can. It seems their go-to update for the support case is to tell me to update to the latest version and see if that fixes it (so far 3 different versions obviously have not).

They also claim that no one has reported this issue...So, if anyone is still experiencing this issue PLEASE email/call Avid and let them know this is also happening to you.

Thank you.

**UPDATE** 04-10-24
1. Tried an older Digidesign Sync HD and the issue persists... No change whatsoever. I probably gave it about 10 minutes of Pro Tools being open (no session open - only the app) and Finder as the frontmost app - 2019 3.2GHz Intel Mac Pro / Pro Tools Ultimate 2023.12.1 / Sync HD fw 2.2.1

2. Updated to 2024.3 with no good news. Less than 5 Minutes of Pro Tools being open and Finder being in the front I got the error.

3. Updated MacOS to as-of-date the latest Ventura 13.6.6. You guessed it. It doesn't work.

[creativecontrol]

Greetings,

Anyone still having disconnection issues (SYNC X or SYNC HD) and is on Pro Tools 24.6 please message me. If possible, please send a case# if you already have one you've created so we can dig in further.

If you have not yet tested with Pro Tools 24.6 - please do so as we have checked in several fixes - especially for SYNC HD which should help with this.

best,


Jeff

[MIXIN IT]

Hi Jeff,

I haven't yet started a case but...

The problem is still persisting with my system. It seems more aggravated by opening anything, switching apps, closing anything. Super annoying.

MTRX Studio, HDX (1 Card), DADman 5.7.0.1

SYNC HD (2009 Model)

Mac Pro 7,1 - 2019, Monterey 12.7.6, ProTools 2024.6

Also, ProTools has started to ask me for Playback Engine Choice on first startup.

@ johnmichaelcaldwell - Having activity monitor suppresses the Lost Communication with Sync" from appearing? I'll have to try that. love for AVID to really work with Apple to fix the problem, but maybe OSX MAC INTEL folks like us are becoming the exception, not the rule of dev.

[creativecontrol]

Please open a case and send me the Case# and we will try to get more data to help sort it.

best,


Jeff