HD Native not recognized after upgrade

[BuddyReklam]

Hi all -
I have PT HD Native (running on an iMac via Omni and HD Native interface).

I use an old DigiDesign Command 8 as outboard mixer/controller, and an Avid Eleven Rack as outboard guitar FX. I recently upgraded/migrated from an expired version of PT Ultimate (Perpetual license) to Pro Tools Studio (subscription). I did this because after an OS update, I was no longer able to use my version of PT, nor could I update PT or instruments, etc.

I contacted Avid support. They told me I could either revert to my old OS version or purchase a PT upgrade. I opted for the latter.

After installing the new version, however, PT no longer recognizes the Omni or Eleven Rack as playback engine (it did before) nor will it recognize the Command 8. The OS sees the HD Native Thunderbolt and reports it as connected.

I have done all the usual (reinstall, unplug, reboot, etc.) to no avail.
I have tried to get help from Avid Customer Support (chat) - they keep promising that tech support will “get back to me” – Now after almost a week, I am still waiting. I have contacted them again and told them the above – same run around.

Any suggestions or ideas?
Thanks in advance -

27" iMac (late 2013)
3.5 GHz processor
28 gb RAM
Nvidia GeForce GTX 775M Graphic Card with 2048 mb
OX X 10.15.7
2 x Glyph GT50 external drives (8 T each)

Pro Tools HD
Pro Tools HD Thunderbolt
Avid Omni/Thunderbolt
Eleven Rack

[Darryl Ramm]

Nobody else knows what all your ideas of usual things to try are unless you say clearly what exactly you actually have done. e.g. you reinstalled what exactly? Pro Tools? The HD Driver etc.?

No description of how you have done the macOS upgrade, that in-situ or a clean install? what macOS/OS X version did you come from?

edit: ok realize you are using the HD Native Thunderbolt... that exact box was working before?

What exact version of Pro Tools Studio?

you followed this: https://avid.secure.force.com/pkb/ar...ation-on-macOS

Open a support case instead of wasting time on chat, at least you have things documented and tracked.

what exactly is showing up in system info for the thunderbolt box.

if it looks like the HD driver does install OK can you run Digitest? try one interface and one DigiLink cable at a time on the thunderbolt box.

[BuddyReklam]

Hi Darryl-
Thanks for your reply and apologies for the sketchy info -
I shall do my bet to answer your questions -

I was on PT Ultimate (listed as HD 10/11/12 Non Upgrade plan on my iLok)
- running via an Avid HD Native external box (NOT a card) and the Omni and on an iMac running El Capitan. Has worked fine for my needs for years.
Eventually, however, certain plug ins or instruments were no longer supported so I upgraded to Catalina - Online upgrade on the same machine.

After updating my OS, my PT installation no longer worked (I had misread the compatibility chart and didn't know that my version of PT was not supported)
When I contacted Avid knowledge base, they informed me that I could either revert to the older OS and not be able to updates, etc. or upgrade my PT to a subscription, which I did.
I downloaded and installed the new version of PT (2022.9)
As stated, PT loads and starts, it just doesn't recognize my hardware.
I have seen the links you sent, but they seem to refer to the Mac not seeing the HD Native Thunderbolt - which my machine does. It is PT that does not list either gear as a playback engine, hardware, whatever.

As to what I have attempted -
I have uninstalled and reinstalled PT
Have unplugged all peripherals, started in safe mode, run digitest.
Everything seems to be fine except for the fact that the HD Native Thunderbolt/Omni don't show up in PT.
Am not sure what else I should do.

As to starting a case - I have been given case numbers via chat and told tech support would contact me - then I receive a "case closed" mail - when I have reached out to chat again, I have been told that support tried to reach me via email but I did not respond - which is not true.

Again, apologies for the unclear info - I hope this clarifies things. If not, please let me know specifically what you would like to know and I'll do my best to provide it. I am a part-time user with a very basic knowledge level, so bear with me.

[Darryl Ramm]

Thanks for adding all that info.

Oh damn, I just saw the mistake and you had provided the info before but I missed it.

You purchased a Pro Tools *Studio* subscription. You need a *Flex/Ultimate* subscription to work with DigiLink interfaces (but no longer need a separate DigiLink license). Sorry there has been so many threads about driver/HD Card issues that my mind went there first.

Yes a significant difference in cost, and frustrating if you don't need any other features of Flex. This cost makes it increasingly less attractive to keep DigiLink interfaces if using HD Native, it makes sense with HDX of course since you need them. So one option you have is look at selling your HD hardware, buying a CoreAudio interface and using Pro Tools Studio with it. I'm a big fan of RME interfaces, they'll deliver great latency, great preamps , great long term driver compatibility/support, etc. all without needing DigiLink.

[BuddyReklam]

Hi again -
Sorry, forgot to ask what you meant by "one interface and one DigiLink cable at a time on the thunderbolt box" - perhaps a misunderstanding - this is an Avid interface one input from the Omni and an ouptut to the iMac - nothing more

Also, the System info:
Thunderbolt Bus:
Vendor Name: Apple Inc.
Device Name: iMac
UID: 0x0001000D14604AA0
Route String: 0
Firmware Version: 23,10
Domain UUID: 4276E7EC-1747-0F5C-B125-B7A087CB3F10
Port:
Status: Device connected
Link Status: 0x2
Speed: Up to 10Gb/s x1
Receptacle: 1
Cable Firmware Version: 0.1.23
Link Controller Firmware Version: 0.12.3
Port:
Status: Device connected
Link Status: 0x2
Speed: Up to 10Gb/s x1
Receptacle: 2
Link Controller Firmware Version: 0.12.3
HD Native Thunderbolt:
Vendor Name: Avid
Device Name: HD Native Thunderbolt
Vendor ID: 0xE
Device ID: 0xEF88
Device Revision: 0x1
UID: 0x000E000100014FD0
Route String: 1
Firmware Version: 7,3
Port (Upstream):
Status: Device connected
Link Status: 0x2
Speed: Up to 10Gb/s x1
Port Micro Firmware Version: 0.2.5
Cable Firmware Version: 0.1.23

Thunderbolt to FireWire Adapter:
Vendor Name: Apple Inc.
Device Name: Thunderbolt to FireWire Adapter
Vendor ID: 0x1
Device ID: 0x8004
Device Revision: 0x1
UID: 0x0001000300FE8460
Apple Serial Number: DTN410701WBF494AS
Route String: 3
Firmware Version: 5,6
Port (Upstream):
Status: Device connected
Link Status: 0x2
Speed: Up to 10Gb/s x1
Port Micro Firmware Version: 0.0.17

[Darryl Ramm]

Originally Posted by BuddyReklam

Hi again -
Sorry, forgot to ask what you meant by "one interface and one DigiLink cable at a time on the thunderbolt box" - perhaps a misunderstanding - this is an Avid interface one input from the Omni and an ouptut to the iMac - nothing more

I had sloppily misread where you wrote Pro Tools HD in the signature in the first post as you having a HD I/O box as well as the Omni. Sorry I needed more coffee. And I was just asking you to break those apart... and test a smaller system. I've seen infrequent things were DigiLink systems fail with the slightest disturbance of say a DigiLink cable. But none of this was relevant since it's a licensing issue.

[BuddyReklam]

No worries whatsoever!
Just glad for any help I can get-
So when you say it a licensing issue, what exactly do you mean?
Anything I can do or am I at the mercy of Avid support?

[Darryl Ramm]

Posted above, I think you missed my reply between your posts.

[Eric Lambert]

Originally Posted by BuddyReklam

No worries whatsoever!
Just glad for any help I can get-
So when you say it a licensing issue, what exactly do you mean?
Anything I can do or am I at the mercy of Avid support?

I'm a little unclear here as well but he's suggesting that *if* you purchased the Studio version of PT then your Thunderbolt hardware is not supported and that's the problem.

However, if you purchased an Ultimate subscription (as you'd been using previously) then PT should be compatible with your hardware.

Can you verify which version (i.e. Studio, Flex/Ultimate) of ProTools you just purchased?

[BuddyReklam]

Sorry, I had indeed missed the reply -
so now, I need to invest in new gear etc. if I am to be able to use my set up at all....
I cannot tell you how very much this sucks.
Am truly regretting that I upgraded - truly.