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Some Misc troubleshooting for APPLE and PROTOOLS

Posted on February 28, 2010 at 12:55 AM

Some Misc troubleshooting for APPLE and PROTOOLS Some Troubleshooting tips for APPLE based PROTOOLS system that I've collected:

Pro Tools Tech Support Folder , tools and utilities to assist in diagnosing and troubleshooting is here: Digidesign | Support | Tech Support Folder - Utilities and Troubleshooting Tools

Other house keeping items:

Delete Pro Tools preferences.

Go to Users > “your user name” > Library > Preferences

Delete 'com.digidesign.protoolsLE.plist', 'DAE Prefs' (folder), 'DigiSetup.OSX' and 'Pro Tools preferences'.

Empty trash, then restart the computer.

You can also use the Pro Tools Preference and Database Helper to trashpreferences and databases automatically, as well as providing a fewother useful tools. (This application is provided by a 3rd party and isnot tested or supported by Digidesign)

Repair Permissions

-Quit Pro Tools and launch Apple's "Disk Utility" application, located in:

MacHD>Applications & Utilities.

-Select your boot drive (the whole drive, not the volume underneath the drive)

-Go to the 'First Aid' tab and select "Repair Disk Permissions"

Apple recommends doing this any time you install new software, update your OS or reinstall any software.

Databases and Volumes

This step can be useful when receiving random 'assertion' or 'neoaccess' errors, especially when recording or saving.

-Delete the "Digidesign Databases" folders on the first level of all mounted hard drives.

-Delete the "Volumes" folder:

Pro Tools versions 7.3 and earlier it's located in MacHD > Library > Application Support > Digidesign > Databases.

Pro Tools 7.4 and higher will find it in MacHD > Library >Application Support > Digidesign > Databases > Unicode.

-Empty trash, then restart the computer.

Compatibility

First verify you are using a supported Mac and your system meets all ofthe minimum requirements. You can find compatibility information(computers, hard drives, operating systems, requirements, etc.) in theSupport section of the website:

Digidesign | Support

Choose from the product list for compatibility information, and clickon the links in the compatibility section for each product foradditional information.

- Verify that you have the Minimum or Suggested amount of Ram loaded in your system

For current Pro Tools systems, that is the following:

1 GB (1024 MB) or more highly recommended. The best user experience has been reported using 2 GB or more.

- Verify that your version of the Mac OS is supported with your version of Pro Tools:

Pro Tools LE Version Compatibility Grid for Mac OS X

More Information:

Mac OS X 10.4 Requirements with Pro Tools 6 & 7

Mac OS X 10.2 & 10.3 Requirements with Pro Tools 6

- Make sure all drives are formatted Mac OS Extended (Journaled) withOS X’s Disk Utility. Pro Tools can not use UFS or HFS volumes. If thedrive was originally formatted in OS 9 or with any other application,backup the drive and reinitialize it with Disk Utility. Moreinformation:

Hard Drive Requirements - Pro Tools LE for Mac OS X

IMPORTANT! You MUST use a secondary hard drive (not your main OS drive)for recording and playback of audio in Pro Tools. Recording or playbackfrom the OS drive is known to be problematic and the cause of manydifferent error types. If you are using your system drive andencountering errors, the first thing you should do is get a compatibledrive.

Pro Tools supports recording and playback to a secondary drive that meets the following requirements:

7200 rpm or faster

9ms seek time or faster

Firewire drives must have the Oxford 911 (FW400 port), Oxford 912(FW400 & FW800 ports) or Oxford 924 (FW800 ports) Bridge chip. USBdrives are not supported and are known to be problematic. Here are someuseful links to determine if the drive you have, or are considering,has the proper chipset:

Chipsets used in Maxtor external drives

Chipsets used in Seagate external drives

Pro Tools FireWire Drive Requirements on Mac OS X

Pro Tools EIDE/ATA Hard Drive Requirements on Mac OS X

Pro Tools SATA Hard Drive Requirements on Mac OS X

Pro Tools SCSI Hard Drive Requirements on Mac OS X

- If you are running a supported ATTO card make sure you install theATTO Configuration Tool, this is a different application from Express.It can be found on the Pro Tools CD installer or in the downloadssection. This application installs necessary extensions for allsupported ATTO cards. More information:

Qualified SCSI HBA Cards — Pro Tools Systems for Mac OS X

General Setup

Pro Tools Technical Support, Registration and Setup Videos

These videos have information on the following topics:

Product Registration

Technical Support - Searching Answerbase and getting answers to your questions

Pro Tools System Compatibility - How to determine if your system is compatible

Mbox 2 family - Information on what's in the box

Authorizing Ignition Pack 2

- In System Preferences > Display, set your monitor resolution to a minimum of 1024 X 768.

- In System Preferences > Classic > Start/Stop tab, Uncheck Start Classic when you log in.

- In System Preferences > Date & Time, verify that the date is set correctly and that you are not using 24 hour time.

- If you are using a 2005 or newer Powerbook G4 with Sudden MotionSensor, please disable SMS according to the Apple information locatedhere:

Sudden Motion Sensor and video editing performance

Sudden Motion Sensor: Advanced Tips

Energy Saver

-Open System Preferences (Located in Apple Menu, Dock, or Applications Folder)

-Click on Energy Saver (in the Hardware section)

-Set the "Sleep Sliders" to Never (Computer Sleep) and Never (Display Sleep)

-Make sure the box next to "Put the hard disk(s) to sleep when possible" is unchecked

-Click on the options tab at the top

-If you have a "Processor Performance" drop down menu select "Highest"

AirPort

-Click on the AirPort Icon in the Menu Bar in the upper right corner of the screen (Left of the time)

-Select "Turn AirPort Off" from the menu

-If you don't see the AirPort Icon in the Menu Bar then:

-Open System Preferences (Located in Apple Menu, Dock, or Applications Folder)

-Click on "Network"

-Click on the "Show" drop down menu and select "AirPort" (if there isno AirPort option, then AirPort is not installed on your computer)

-Under the "AirPort" tab, towards the bottom of the window, check the box next to "Show AirPort status in menu bar"

-Follow the first two steps after that is done

Bluetooth

-Open System Preferences (Located in Apple Menu, Dock, or Applications Folder)

-Click on "Bluetooth" under the Hardware section

-Click on the "Settings" tab at the top of the screen

-Make sure "Bluetooth Power: Off" if not click the "Turn Bluetooth Off" Button

Firewire Networking

- Open System Prefs (Located in Apple Menu, Dock, or Applications Folder)

- Click on 'Network'

- In the drop-down box next to 'Show', select 'Network Port Configurations'

- Uncheck the box next to 'Built-in Firewire'

- Click on 'Apply Now' button in the lower right hand corner of the window.

Pace Drivers

You want to make sure you have the most current version of these drivers.

-Visit the PACE website at:

Welcome to PACE Anti-Piracy

-Below where it says "END USERS" on the right side of the page, there is a 'Download Drivers' drop down menu

-Click on the menu and select 'Mac OS X Extensions'

-This should start downloading 'macextsx.dmg'

-Once this file is downloaded, double click on 'macextsx.dmg'

-This should bring up a temporary disk called 'InterLok Extensions Installer'

-Open the 'InterLok Extensions Installer' disk, and double-click 'InterLok Extensions Install'

-Proceed through the installation

-Restart your computer when installation has finished

Troubleshooting tips

Please download and install the Pro Tools Tech Support Folder , whichhas tools and utilities to assist in diagnosing and troubleshootingpotential problems you may encounter.

Delete Pro Tools preferences.

-Go to Users > “your user name” > Library > Preferences

-Delete 'com.digidesign.protoolsLE.plist', 'DAE Prefs' (folder), 'DigiSetup.OSX' and 'Pro Tools preferences'.

-Empty trash, then restart the computer.

You can also use the Pro Tools Preference and Database Helper to trashpreferences and databases automatically, as well as providing a fewother useful tools. (This application is provided by a 3rd party and isnot tested or supported by Digidesign)

Repair Permissions

-Quit Pro Tools and launch Apple's "Disk Utility" application, located in:

MacHD>Applications & Utilities.

-Select your boot drive (the whole drive, not the volume underneath the drive)

-Go to the 'First Aid' tab and select "Repair Disk Permissions"

Apple recommends doing this any time you install new software, update your OS or reinstall any software.

Databases and Volumes

This step can be useful when receiving random 'assertion' or 'neoaccess' errors, especially when recording or saving.

-Delete the "Digidesign Databases" folders on the first level of all mounted hard drives.

-Delete the "Volumes" folder:

Pro Tools versions 7.3 and earlier it's located in MacHD > Library > Application Support > Digidesign > Databases.

Pro Tools 7.4 and higher will find it in MacHD > Library >Application Support > Digidesign > Databases > Unicode.

-Empty trash, then restart the computer.

Uninstall and reinstall Pro Tools

-Run the Pro Tools installer from your CD-ROM or web download.

-Click on the Custom Install menu and choose "Uninstall".

-Click continue and then choose the option for "Clean" uninstall

-Click OK when it reports that the uninstall was successful and then reinstall Pro Tools.

New User Account

Try creating a new user with admin privileges in System Preferences > Accounts.

-Click the Lock to authenticate

-Enter password

-Click the "+" (plus sign) under the list of users

-Type In Pro Tools for the Name

-Enter a password and verify (optional)

-Check the box 'Allow user to administer this computer'

-Click 'Create Account'

Then login to this new account and run Pro Tools

-Go to the Apple menu and go to 'Log Out (Username)'

-Login in to Pro Tools

-If there is no icon in the Dock, navigate to MacHD>Applications>Digidesign>Pro Tools

-Double-click on 'Pro Tools LE'

Disable Virus Protection

Disable any Virus Protection Software. Check for evidence of anti-virussoftware in Library > Startup items. Move these items out of thisfolder and restart the CPU (do NOT remove the DigidesignLoader orPACESupport folders).

Other Troubleshooting

- Remove any unnecessary USB or Firewire devices or any other extraneous hardware and then restart the computer.

- In the case of possible hardware issues with your Mac the next stepis to test the Mac hardware. To do this, boot off of the Apple HardwareTest CD or Software Restore DVD (depending on Mac model) that shippedwith your Mac. If you are booting off of the Software Restore DVD, holdthe option key while the Mac starts up, then choose Apple HardwareTest. Once Apple Hardware Test loads, press Control+L. This puts AppleHardware Test in loop mode. Click Extended Test, and let it go(preferably overnight). When you return, the hardware test will havefound an error or it will be continuing. If it finds an error, it willgive you an error code and you will be able to see which iteration ofthe loop it found the error on. If it has not found an error, it willstill be looping and it will indicate which iteration of the loop iscurrently in progress. Either way, the only way to restart your Mac isto hold in the power key to shut it down first.

Login Items

Certain items that always start up when you log in to your computer canconflict with Pro Tools operations. The way to check what is startingup every time you log in is:

-Open System Prefs (Located in Apple Menu, Dock, or Applications Folder)

-Click "Accounts"

-Select your account from the list on the left hand side of the window

-Click on the "Login Items" tab on the right hand side of the window

-Go through the list and select each item and click the "-" (minus) button below the list to remove the item

StartupItems

Certain items that always start up when turn on your computer canconflict with Pro Tools operations. The way to check what is startingup every time you start your computer is to navigate to:

MacHD>Library>StartupItems

Any Digidesign Files/Folders located in this folder should be okay for use with Pro Tools. Common files/folders to have are:

Digidesign Loader

Digidesign Mbox 2

PACE Support

Any other files/folders should be backed up and removed for optimal Pro Tools operation

FileVault

FileVault is an Apple utility to help protect your files. WhenFileVault is turned "ON" this can conflict with Pro Tools and theinstallation of Pro Tools. Make sure FileVault is disabled followingthese steps:

-Open System Prefs (Located in Apple Menu, Dock, or Applications Folder)

-Click "Security"

-In this window look where is says:

FileVault protection is (on/off) for this account

-If FileVault is on click the button to turn Off FileVault

Spotlight Indexing

If Spotlight Indexing is running in the background, this can causeerrors in Pro Tools. To disable Spotlight Indexing follow these steps:

To turn this off there are two methods, both require administrator permissions:

Manually:

Start up the Terminal (/Applications/Utilities/)

Type the following:

cd /etc

sudo pico hostconfig (enter your password or press return)

An editor will open with the following entry: SPOTLIGHT=-YES- Replace 'YES' with 'NO'

press ctrl-x, then 'Y' and then press return Close the Terminal and restart the computer.

Use Spotless:

You may also use Spotless, but it is a paid option ($12.95). Download Spotless at Spotless information page. Installation and usage instructions are included with the download.

Only the indexing will be disabled, you will still be able to search with Spotlight after using this utility.

Dashboard

If you are having performance issues with Pro Tools, you might also try disabling the Dashboard for Tiger.

How to disable Dashboard

1) Open Terminal and type:

defaults write com.apple.dashboard mcx-disabled -boolean YES

2) once that is done you need to "restart" the dock by typing:

killall Dock

(make sure you get the capital 'D')

How to enable Dashboard

1)Open terminal and type:

defaults write com.apple.dashboard mcx-disabled -boolean NO

2)once that is done you need to "restart" the dock by typing:

killall Dock

(make sure you get the capital 'D')

Plug-In Compatibility

Make sure that all Plug-Ins are compatible with Pro Tools 7.

-Open MacHD>Library>Application Support>Digidesign>Plug-Ins

-Check the Version of each Plug-In

You can check the version by selecting the plug-in and go to the "File"menu and choose 'Get Info', or hit Command-I and look at the versioninformation under the 'General' Section

-Digidesign Plug-Ins should be version 7.0 (Dynamics III version 6.9) or higher

-Check with third party plug-in manufacturer's to confirm that theplug-in version you have is compatible with Pro Tools 7, and here:

Pro Tools 7 Plug-In Compatibility

Linked from the Pro Tools Plug-Ins section of the website:

Pro Tools Plug-Ins

General NeoAccess or Assertion errors

If you receive one of these errors, usually after recording or whentrying to save a session, it can usually be resolved by following thesteps for trashing preference and database files listed above.

How to Remove Expired (Demo) Plug-Ins & Software:

- See Answerbase 19348

If you're experiencing noise from the Mbox 2, there are several things to try:

- Make sure you're using balanced cables on all balanced inputs andoutputs. Remember that the Mbox 2 outputs are unbalanced, and shoulduse unbalanced connections.

- Try using a power conditioner for all your electronic gear (Furman, Monster).

- Run your outputs directly to shielded monitors and not through a mixer to see if the noise goes away.

- Some noise complaints arise from noisey power supply units insidecomputers - try installing and running on another computer (or ifyou're using a laptop, unplug the power supply and run off of batteriesto see if noise goes away).

- Unplug and turn off all unnecessary gear and run only the computer, the Mbox 2, and monitors.

- Listen through headphones.

- Make sure you're not running through a USB hub or other device - theMbox 2 always needs to be plugged directly into the computer.

- Try all USB ports on the computer to see if the noise lessens.

- Trace your cable path for long cable runs, and isolate your cablesfrom possible interference (other gear, florescent lighting, CRTmonitors, etc).

Lastly, if you feel a repair is necessary, please contact Digidesign Tech Support to set up a Return Authorization:

Digidesign | About Us | Contact Digidesign | USA & Canada Contact Information

Digi 002/002R users experiencing any combination of the followingsymptoms and whose serial number ends in the letter A-F should contactDigidesign Tech Support by phone for information on getting your unitserviced:

The unit keeps on clicking when powering up, or when launching Pro Tools.

"Unable to locate Digidesign Hardware" error message when launching Pro Tools.

Dots or blank scribble strips (002 only)

Firewire light in back is blinking or turned off completely

Sample Rate light is off or blinking

Unit won't power up, or only powers up intermittently

Only the Mute light is lit when powering up and you are unable to disable Mute __________________

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