QUAD-CAPTURE, UA-55: Troubleshooting USB Connection, Noise, Dropout and Latency Issues

Tags: computer,usb,noise,buffer,connection,issue,asio,wdm

The following article addresses general connection and noise issues when using the QUAD-CAPTURE with a computer:

  1. Be sure to log on as a user with administrative privileges on your computer.

  2. Close/turn off system monitoring/anti-virus software when installing the driver--such as the Norton software you have installed. If system monitoring software such as anti-virus programs are installed on your computer, close them while troubleshooting.

  3. Connect directly to your computer via USB. Do not connect to a USB hub while troubleshooting.

  4. Be sure that you are connecting to a USB 2.0 port on your computer; or a USB 3.0 port with backwards compatibility. Check the USB 3.0 specifications of your computer to determine if there is complete support for USB backwards compatibility.

  5. Raise the buffer setting of both the QUAD-CAPTURE as well as the audio software (DAW) being used:
    QUAD-CAPTURE: Adjusting Buffer
  6. Try disconnecting the QUAD-CAPTURE from the computer, running the uninstall program that came with the driver download, restarting the computer and then installing:
    QUAD-CAPTURE Downloads

  7. Install the latest version of Windows or Mac OS X:
    Windows OS Update
    Mac OS X Update

  8. If you're using Windows, install the latest Service Pack for Windows:
    Windows Service Pack Update

  9. Did you install a device, install software or a plug-in, or make a change in Device Manager just before the issue appeared? If so, it's possible that the change you made caused the connection or noise issue.

    Undo the change or uninstall the driver or software (if you can), restart your PC, and then troubleshoot. Depending on the changes you made, some solutions might include:
      - Remove or reconfigure the newly installed device.
      - Roll back the driver to a version prior to your update.
      - Use System Restore to undo recent changes.

  10. Scan for viruses or trojans with any antivirus software installed.
  11. Contact the computer manufacturer and see if you can get an updated USB driver/controller installed--as a new version from the manufacturer may resolve USB issues with the computer you're using.

  12. Check Power Management Settings (Windows only):
    a. Click on the Windows (or Start) icon on the bottom left of your screen.
    b. Select Control Panel. The Control Panel window will appear.
    c. On the top-right of the Control Panel window, set the “View by:” to “Small Icons”.
    d. Click on "Power Options."
    e. In "Choose or customize a power plan," select "High performance" or "Show additional plans."
    f. In the High performance area, click "Change plan settings."
    g. Click "Change advanced power settings."
    h. In the Advanced Settings, click the “+” symbol for "Hard Disk," and click the “+”symbol for "Turn off hard disk after" to open it.
    i. Click "Setting (Minutes)," and click the down arrow to change the setting to "Never."
    j. Click [OK] to close the Power Options window.
    k. Close the "Edit Plan Settings" screen.

  13. Check Performance Options settings (Windows only):
    a. Open "Control Panel," click "System and Security " or "System and Maintenance," and then click "System." If the Control Panel is in the icon view or Classic View, then double-click the "System" icon
    b. At the left, click "Advanced system settings."
    c. If a dialog box regarding User Account Control appears, click [Yes] or [Continue]. If you are asked to enter the password of an Administrator account, log on to Windows as a user whose Account Type is Administrator, then perform the settings again.
    d. Click [Settings] of the Performance section, and then click the [Advanced] tab.
    e. Select "Background services," and click [OK].
    f. Click [OK] to close "System Properties."