USB Troubleshooting and TestingUpdated 8 months ago

USB issues can be challenging but there are some basic steps that can be used to diagnose and potentially resolve many problems. USB involves a number of different elements: your computer, the cable, your Fractal Audio device, possible drivers, your software and settings, and more. Determining where the problem lies is the key to addressing it directly.

First, does your computer recognize the device?

On a Mac, check your computer's System Report to determine whether your Fractal Audio device can be found under "USB". See View a system report at Apple support. You can also see it listed as an audio device in Sound settings.

On a PC, first, make sure you installed the drive(r) for your product. Find drivers at https://www.fractalaudio.com. If the driver(s) are installed, check to see whether the device recognized by the computer. Open the Device Manager to see if your device is listed. Depending on the device, it can appear under "Sound, video and game controllers" and other areas as well. NOTE: If you see a yellow triangle with an exclamation mark, it indicates a problem with the device or driver.

If your device is not detected, check and re-check these basics

1. Reconnect and/or Reboot. To reconnect, simply unplug your device, wait a few seconds, and then plug it back in. Restarting the computer and your Fractal Audio device can also resolve some connection issues.
2. Try a different USB port. Sometimes, simply changing to a different USB port can help. If you are using a hub, try a port that is directly on the computer instead. Note: on a PC, the rear ports are usually connected to the primary USB controller, while the front ports might be connected to a secondary controller or built-in hub.
3. Try a different USB Cable or Adapter
   • TRY A DIFFERENT CABLE! Even if it works on a different device, this doesn't rule out your cable as part of the problem. USB audio and MIDI can be more demanding than printers and other USB devices.
   • Using a high-quality cable can make all the difference. Construction, shielding, and materials can affect performance. We trust and recommend this cable: https://btpa.com/FAS09-2M.html
   • Length can also affect performance. Shorter can be better.
   • Adapters. If you are using an adapter, (for example, USB-C to USB-A) quality is important. For Apple computers, we recommend an Apple adapter.
4. Try a different computer. If possible, connect your device to a different computer. If you have access to a Mac, this most likely brings the advantage of not needing to install a driver just to test.
5. Look for possible problems created by 3rd party audio MIDI drivers. The Audio MIDI Setup utility of Mac OS can be helpful in some cases. https://support.fractalaudio.com/en-US/mac-os-audio-midi-setup-utility-286553

If your device is detected, check your system or software settings.

Fractal-Bot provides an excellent way to check whether your computer is able to connect with most Fractal-Audio devices. Install and launch the program and then select your device from the dropdown. For most of our products, ports will be detected automatically and three green checks will appear.

If Fractal-Bot works, but your editor (Axe-Edit, FM9-Edit, FM3-Edit) displays "Disconnected", please manually check the ports under Settings > Preferences. You may be able to click the "Use Default Ports" button to check for the correct setting.

If your device appears to be working correctly but isn't functioning for system audio, check the system playback device setting on your computer.

On a Mac: Go to System Preferences > Sound > Output and select your Fractal Audio device. 

On a PC: Right-click the speaker icon in the system tray, select 'Sounds,' click on the 'Playback' tab, right-click your Fractal Audio device, and set it as the default device. 

Test by using Apple Music, the Windows music app, or by opening a site like YouTube.

System Settings

If you can hear processed guitar when you play the unit normally without USB but do not hear USB audio playback, please also check the following system parameters related to USB Playback.

To use your device with a DAW like Logic, Reaper, or ProTools:

• Navigate to the audio settings within your DAW. This is often found under preferences, options, or settings, and sometimes within a specific 'Audio' or 'Devices' subsection.
• Look for an option that lets you choose your input and output device or driver.
• Select your connected Fractal Audio device from the dropdown list or available options.
• Be sure to also set your project's sample rate to 48k