Troubleshooting

Troubleshooting

Please ensure you are running the latest Freqport software release before referring to items on this page.


Issue1: Unit not detected

  • Double check the unit is powered on and USB cable is firmly connected to the unit and the other end connected to the Host computer using a dedicated USB port (not through a HUB or converters).

  • On your MAC do not use a mix of VST3 and AU instances in same project.  

  • When opening new project ensure any existing project is closed completely before opening new. Studio One for example requires you "Close All" between changing projects.
    This is to ensure all instances of Freqport products are released by the DAW to use in your new project.

  • Ensure the HUB application has not been moved from its default installed location (/Applications on MAC and Program Files/Freqport on PC).

  • Check your MAC for corrupt MIDI device:
    On some newer M2 and M3 Macs a corrupted MIDI device name may occur when on first attachment. 
    Does your Freqport product, when plugged in, show highlighted in Midi Studio?
    If the highlighted name is not FreqTube or FreqInOut (such as shown in picture here) then power off your Freqport product, then select the corrupted MIDI icon in MIDI Studio, then select menu Edit -> Delete. 
    The selected icon will disappear. Next, power-on your Freqport product and the icon should appear correctly as FreqTube or FreqInOut



 Issue2: No Audio through the plugin but connects to hardware fine.

  • Please check that the AnalogHUB, have microphone access. and also the DAW.

  • ​Turn off Voice Isolation on your Mac, click the Audio button (Microphone icon) in the menu bar, then select Standard.

  • Please check "Audio MIDI setup" on MAC and "Manage sound devices" on PC, that you do not have Freqport products as part of any aggregation device or part of any other shared audio device. 

  • Check that there is no software installed or running in the background that may also use or be assigned to Freqport products as an audio device in some way. Examples of this are  Sound flower, Audio Hijack, Sound Siphon, other audio programs or second DAWs etc. Disable or uninstall this software to check if its related to the issue.

    This software can steal audio from Freqport products, or reconfigure the core/windows audio in your system and it may become incompatible with Freqport products

  • Playback start. Some DAW's may mute the very start of an track that has Freqport products on it due to DAW latency compensation. Please check this by starting the audio playback a bar earlier.

  • Please go through each step in "Unit not detected". On MAC ensure that only one type of plugin is used per project (i.e AU or VST not both).


 Issue3: Audio Glitches during playback.

  • Check article related to your specific DAW (including ensuring Freqport products MIDI in and out is disabled in your DAW): https://support.freqport.com/portal/en/kb/freqport/articles

  • Set your DAW audio interface to 512 or 1024 samples. You could also increase the DAW process buffer size (otherwise known as Dropout protect, Guard, Block Size or Process buffer). 

  • Change HUB buffersize to 512 and Uncheck the lower latency option in the HUB.

  • RPCheck (Real-time performance check with Freqport products bypassed):
    Unlike CPU based plugins, real-time analog hardware (such as Freqport plugins) require real-time performance to operate. Audible artifacts may occur if your project has no headroom to
    handle real-time playback of your project without any glitches or CPU drop outs at any time.
    Test this by bypassing Freqport plugins and listening or bouncing your project in real-time and checking for any CPU overload moments, or any glitches.
    This needs to be resolved before using any analog hardware such as the Freqport products.
    For example if while playback the CPU meter is sitting around 70% or 80% average, it could still jump to 100% or higher momentarily – if this occurs then glitches will occur in your real-time audio. This can be noticeable, or hard to hear.

  • When using Bypass function use Freqport product's built in bypass button (bottom of UI), rather than using the bypass that the DAW provides.

  • Try a different USB cable in case the one used has been damaged somehow.

  • If on PC ensure your main audio interface has ASIO driver selected (WDM and other drivers are not recommended and can have very poor performance).
    In addition please refer to optimize windows for audio.

  • Close applications other than your DAW running on the Host computer.