Pro Tools won't play, Errors AE -6009 and AE -6117

[gabrielrf1]

Hi! As the title says, I'm getting errors AE -6009 and AE -6117 and can't playback on Pro Tools. I've read everything I can find online and tried everything I can think to do based on what I've read.

Without an interface, it won't playback under any circumstances or even get past the "initializing audio" stage when loading (give me error 6117). With an interface, I'm occasionally able to get it to work but sometimes for no discernible reason it'll start giving me the error 6009 after it had already been working well for a few minutes.

I've tried disabling everything etc. The conditions that seem best are when I make the computer speakers the default and have both those and the SSL 2 (my interface) enabled. When it decides to work, I can play YouTube audio out of my computer speakers and Pro Tools audio out of my interface like this. But then it often stops working, like I said.


I have asio4all installed but it doesn't work with this for some reason. I've checked the compatibility chart and installed the right version of Pro Tools.


Here is my Sandra report:

ID
Host Name : DESKTOP-UQ3QGMR
Workgroup : WORKGROUP

Computer
Model : AlienWare (Dell) Alienware m15
Serial Number : 94J****
Chassis : AlienWare (Dell) Notebook
Mainboard : AlienWare (Dell) 0FVTKF
Serial Number : .94J5P42.CNP************
BIOS : AlienWare (Dell) 2.6.0 10/20/2020
TPM - Trusted Platform Module : Intel 2.0 2018 (24PCR 64Ses 7Obj 128Ctr)
Intel Management Engine (ME) : 12.0.71.1681
Total Memory : 31.81GB

Processors
Processor : Intel(R) Core(TM) i7-9750H CPU @ 2.60GHz (6C 12T 4.09GHz/4.5GHz, 3.8GHz/4.2GHz IMC, 6x 256kB L2, 12MB L3)
Socket/Slot : FC BGA1440

Chipset
Memory Controller : Dell Core8H (CofeeLake-H 6C) Mobile Host Bridge/DRAM Registers 100MHz, 2x 16GB 2.67GHz 128-bit, Integrated Graphics

Memory Module(s)
Memory Module : Micron 16ATF2G64HZ-2G6E1 16GB DDR4 2Rx8 PC4-21300SO DDR4-2666 (19-19-19-44 4-63-21-7)
Memory Module : Micron 16ATF2G64HZ-2G6E1 16GB DDR4 2Rx8 PC4-21300SO DDR4-2666 (19-19-19-44 4-63-21-7)

Video System
Monitor/Panel : AU Optronics Generic PnP Monitor (1920x1080, K055G€B156HAN, 15.5")
Video Adapter : Intel(R) UHD Graphics 630 (192S 24C SM6.5 1.15GHz, 768kB L2, 5.9GB DDR4 2.67GHz 128-bit, Integrated Graphics)

Graphics Processor
CUDA : NVIDIA GeForce GTX 1660 Ti (1536S 24C SM7.5 1.46GHz/1.59GHz, 1.5MB L2, 6GB 12GHz 192-bit)
OpenCL : NVIDIA GeForce GTX 1660 Ti (1536S 24C SM3.0 1.46GHz/1.59GHz, 1.5MB L2, 6GB 12GHz 192-bit)
OpenCL : Intel(R) UHD Graphics 630 (192S 24C SM3.0 1.15GHz, 512kB L2, 12.8GB DDR4 2.67GHz 128-bit, Integrated Graphics)
D3D 11 : NVIDIA GeForce GTX 1660 Ti (1536S 12C SM12.1 1.46GHz/1.59GHz, 1.5MB L2, 5.9GB 12GHz 192-bit)
D3D 11 : Intel(R) UHD Graphics 630 (192S 24C SM12.1 1.15GHz, 768kB L2, 128MB DDR4 2.67GHz 128-bit, Integrated Graphics)
OpenGL : NVIDIA GeForce GTX 1660 Ti/PCIe/SSE2 (1536S 12C SM4.60 1.46GHz/1.59GHz, 1.5MB L2, 6GB 12GHz 192-bit)

Storage Devices
Disk : Seagate ST1000LX015-1U7172 (1TB, SATA600, 2.5", 5400rpm)
Disk : PC601 NVMe SK hynix 512GB (512.1GB, RAID, SCSI-6)

Logical Storage Devices
DATA (D:) : 931GB (NTFS, 4kB) @ Seagate ST1000LX015-1U7172 (1TB, SATA600, 2.5", 5400rpm)
OS (C:) : 460GB (NTFS, 4kB) @ PC601 NVMe SK hynix 512GB (512.1GB, RAID, SCSI-6)
WINRETOOLS : 990MB (NTFS, 4kB) @ PC601 NVMe SK hynix 512GB (512.1GB, RAID, SCSI-6)
Image : 14GB (NTFS, 4kB) @ PC601 NVMe SK hynix 512GB (512.1GB, RAID, SCSI-6)
DELLSUPPORT : 1GB (NTFS, 4kB) @ PC601 NVMe SK hynix 512GB (512.1GB, RAID, SCSI-6)
ESP : 646MB (FAT32, 4kB) @ PC601 NVMe SK hynix 512GB (512.1GB, RAID, SCSI-6)

Peripherals
LPC Hub Controller : Dell HM470 (Cannon Point) LPC/eSPI Controller
Audio Device : Dell ICH300 (Cannon Point) cAVS
Serial Port(s) : 1
Disk Controller : Intel ICH300 (Cannon Point) Shared SRAM
Disk Controller : Dell ICH8 Mobile SATA RAID Controller
USB Controller : Dell ICH300 (Cannon Point) USB 3.1 xHCI Host Controller
SMBus/i2c Controller : Intel ICH SMBus

Printers and Faxes
Printer : Microsoft Software Printer Driver (300x300, Colour)
Printer : Microsoft XPS Document Writer v4 (600x600, Colour)
Printer : Microsoft Print To PDF (600x600, Colour)
Fax : Microsoft Shared Fax Driver (200x200)

Biometrics
Voice : Analog NUI Voice Virtual Sensor (Voice)

Sensors
Unknown : ST_MICRO LSM6DSL Accelerometer Sensor (Unknown, Unknown)
Unknown : Intel On Table Detection Sensor (Unknown, Unknown)
Unknown : ST_MICRO LSM6DSL Gyrometer Sensor (Unknown, Unknown)

Network Services
Network Adapter : Bluetooth Device (Personal Area Network) (Ethernet)
Network Adapter : Killer E2500 Gigabit Ethernet Controller (Ethernet)
Wireless Adapter : Killer(R) Wireless-AC 1550 Wireless Network Adapter (9260NGW) 160MHz (Wifi5 (802.11ac/VHT), AES-CCMP, 48Mbps / 110.65Mbps)

Power Management
Battery : OEM DELL HYWXJ98C 60.00Wh/3.68Ah

Operating System
Windows System : Microsoft Windows 10 Personal 10.0.19042
Platform Compliance : x64

[The Weed]

First, thanks for providing the Sandra report.

Stop using ASIO4ALL, it's a Band-Aid to make your onboard soundcard look like an ASIO device. Your SSL has a proper ASIO driver. Download and use that.

Have you done all the Avid recommended optimizations?

Stop using your computer speakers. Go to Control Panel>Sound and set your onboard soundcard as the default for Windows sounds/audio and disable any instance of your SSL in both the Playback and Record Tabs.

Still having trouble? Go through the Help Us Help You at the top of each Forum.

You might also want to run LatencyMon for 15 to 20 minutes to see if any drivers are causing issues.

And here's a thread you might find useful.

[sw rec]

The biggest red flag I’m seeing is that 5400 rpm drive. Spinner drives need to be 7200 rpm for sufficient throughput, and in this day and age, your best bet for your recording drive is a good SSD (big fan of Samsung EVO SSDs here.)

[sw rec]

Ae error 6009: The error is mainly caused by audio interface drivers that are still in use by the Windows Sound Manager, and is unable to provide full ASIO control to low-latency audio software (such as Pro Tools).

AAE error -6117 with Pro Tools. This error means "Device is not present" and is likely due to a missing driver for your interface. The selected audio device could not be initialized. ... This error means "Device is not present" and is likely due to a missing driver for your interface.

Did you disable USB power management?

[The Weed]

Missed the 5,400 RPM drive, so good catch.

The OP said they are using ASIO4ALL. As I mentioned, the SSL has a proper ASIO driver, so they need to install that, uninstall ASIO4ALL, change settings in Control Panel>Sound - and yes, turn off Power Management in Control Panel>Device Manager>Universal Serial Bus Manager. All that along with the other optimizations they most likely haven't done, like disabling Turbo Boost and C-States in BIOS and others.

Once they are able to set the proper interface for Pro Tools and open it, then, for sure, they need to address that slow spinner.

[gabrielrf1]

Edit: First of all, thanks for the responses so far! Much appreciated



Ok I deleted ASIO4ALL and reinstalled the SSL driver. Also did everything in optimization except for disabling Turbo Boost/C State because I couldn't find an option in my BIOS.


The audio works for Pro Tools now, but it still gives me error 6009 if I play something from YouTube etc. Should I just quit while I'm ahead and never use YouTube at the same time as Pro Tools? Or should there be a way to? I definitely want to be able to listen to reference mixes, tutorials etc. quickly while I'm in Pro Tools.


Here's what I'm looking at in my sound settings. Does this look right?


https://imgur.com/a/tfaGfo6

[gabrielrf1]

Originally Posted by The Weed

Missed the 5,400 RPM drive, so good catch.

Once they are able to set the proper interface for Pro Tools and open it, then, for sure, they need to address that slow spinner.

I don't understand what this means, could you fill me in please? How can I fix this problem?

[sw rec]

As I stated earlier, get rid of the 5400 rpm drive, and replace it with an SSD.
You also need to go into Control Panel/Sounds and make sure Windows is NOT using your Pro Tools interface as the default playback device.

[Obsidian Dragon]

Originally Posted by sw rec

You also need to go into Control Panel/Sounds and make sure Windows is NOT using your Pro Tools interface as the default playback device.

Yes. Protools does not like to share. The audio device that you use for Protools should not be used for other applications (YouTube, Spotify, MP3 playback apps and regular Windows sounds. Leave those to the built-in sound (built-in speakers) which are often Realtek drivers. Use the SSL driver exclusively for Protools. There are a few audio interfaces that provide a multi-client driver that can be used with more than just Protools, but those are not very common yet.

[gabrielrf1]

Originally Posted by sw rec

As I stated earlier, get rid of the 5400 rpm drive, and replace it with an SSD.
You also need to go into Control Panel/Sounds and make sure Windows is NOT using your Pro Tools interface as the default playback device.

Ok thanks for your patience I am really ignorant when it comes to computers. I actually have a hybrid drive laptop with both an SSD and a hard disk:


Disk : Seagate ST1000LX015-1U7172 (1TB, SATA600, 2.5", 5400rpm)
Disk : PC601 NVMe SK hynix 512GB (512.1GB, RAID, SCSI-6)


When I bought it this seemed like a great idea, but I barely use the 1TB hard disk. You say to get rid of it, so I have two questions:


1.) Is it really that useless?

2.) Is it possible to replace it somehow? Or should I buy an external SSD and have two SSDs? I'm pretty close to running out of space on this SSD anyway.