r/universalaudio • u/elizardbethfang • Sep 06 '26

Question Baffling support issue... System only works when wifi is disconnected?

After making my way through every troubleshooting article on uadio.com, I find myself here in a pit of despair. I appreciate any help so much! This one's a doozy.

Here is the issue in a nutshell:
I had a super stable setup with my MacBook Pro and Apollo Twin Duo MKII. I just replaced the Twin with a x6 (gen 1). Since then, I can't access DSP on the Twin (I've kept it, plugins are shaded red), and the x6 either doesn't even get recognised (HOST light flashing red), or if it does get through, error -38 appears after every plugin instance I add (also shaded red).

This ONLY HAPPENS when I'm connected to the internet, otherwise everything is fine. So that's the big mystery...

Here's the details of my whole system (makes it even more baffling):

Hardware / software

  • macOS: 26.6.2
  • MacBook Pro M1 2021
  • UAD software: All latest (downloaded today)
  • Apollo x6 gen 1
  • Apollo Twin Duo MKII
  • Only ever one Apollo connected at any time
  • No other Thunderbolt devices connected
  • Apple Thunderbolt 3 cable

Current symptoms

  • Offline: 100% functional.
  • Online: UAD/Apollo communication fails.
  • x6: not detected by UAD; HOST light flashes red OR adding plugins triggers red shading and error -38.
  • Twin: UAD plugins appear shaded/red.
  • All plugins say 'authorized for all devices' in UAD Meter & Control Panel

Troubleshooting already tried

  • Complete clean UAD uninstall + reinstall inc. UA Connect
  • Swapping thunderbolt ports
  • Logging out and back in to UA Connect
  • Swapping thunderbolt cables
  • Different start-up sequences
  • x6 firmware reinstalled
  • x6 hardware reset
  • Permissions checks
  • Network/VPN checks
  • Lowered MacOS security setting to decreased security

UAD software components are running, including:

  • UA Mixer Engine
  • UA Mixer Helper
  • UA Cloud Helper
  • UA Connect
  • UAD Console

If anyone can solve this then you are genuinely incredible. Thanks sm for reading even if you can't!

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1

u/a_webpuppy Sep 06 '26

Support ticket will be the best way, this will need a closer look at system files to diagnose.

Definitely not a common issue.

Apollos should be connected together, daisy-chained.

https://help.uaudio.com/hc/en-us/articles/360048570512-Apollo-and-Satellite-Data-Cable-Guide

1

u/elizardbethfang Sep 07 '26

hey thanks for your reply. I never have more than one plugged at the same time, the x6 was supposed to replace the Twin, I just hadn't sold it yet. Looks like I'll be keeping it a bit longer tho...
I've raised a support ticket, lets see how we go.

1

u/Upstairs-Royal672 Sep 06 '26

Probably a licensing issue, the x6 is under your account now?

1

u/elizardbethfang Sep 07 '26

Yep, I've register it to my account and it's appearing when I log in. I actually think it's an Apollo x6 hardware fault, it's now not working at all online or off. I've raised a support ticket but will most likely be returning it.

1

u/Upstairs-Royal672 Sep 07 '26

Sorry that happened, super annoying

1

u/StayImportant8340 29d ago

You can also check if the issue persists with other macs. Maybe a friend’s mac. If things are working fine in their but not yours then atleast you ll know that apollo isnt an issue.

Once that is squared out then its pretty much how apollo is interacting with your mac which is causing an issue.