Author Archive

Why does my Ensemble or Symphony Thunderbolt need to be replugged every time I turn it on?

Are you powering the Ensemble or Symphony MkII On/Off just from the front power button, or cutting power completely such as via a Power Strip or Power Conditioner?

The Thunderbolt card in the Ensemble or Symphony MkII is separate from the rest of the circuitry of the unit.

When you power off the Apogee via the soft button on the front, the Audio Device circuitry turns off but the Thunderbolt card remains active. This is so any other devices daisy chained to the Apogee remain connected to the computer.

If you power off the unit by fully removing AC power, pulling the rear plug or powering off a power conditioner, you may find that afterward you need to Wake this Thunderbolt card again, by reconnecting the cable to it so the card knows to look for a computer.

Follow the recommended power up method here: https://knowledgebase.apogeedigital.com/ensemble-thunderbolt/power-up-order-for-ensemble-thunderbolt/

What are the analog and digital in/out numbers in my recording software for Element & Ensemble Thunderbolt?

Apogee interfaces provide a driver-supplied label for each input and output channel (see this video for an example in Logic: https://apogeedigital.com/blog/apogee-element-tutorial-enable-logics-io-labels)

If your DAW (recording software) does not read this and only shows the channel number, use this guide to match the channel numbers with your Element or Ensemble interface:

Element 24

Element 46

Element 88

Ensemble Thunderbolt (Inputs)

Ensemble Thunderbolt (Outputs)

RMA: Can I get a unit loaned to me while mine is in for repair?

Apogee does not have any type of loaner units or advanced replacements available.

As we are a manufacturer and not a rental facility we don’t have the type of used stock of all the products we’ve ever made that would make it possible to provide loaners for customers.  We certainly empathize with your situation, and all our customers who need repairs, as most all of our customers are professional audio engineers and sound facilities, so we do get this question a lot.

If you are studio owner or facility in need of a loaner during a time of repair the best method is to contact a local gear rental facility. Here is a non-comprehensive list of rental houses in major metropolitan areas: https://knowledgebase.apogeedigital.com/rma/rma-where-can-i-rent-apogee-gear/

RMA: Where can I rent Apogee gear?

Apogee gear is often available at Rental Facilities in or near most major metropolitan areas. Here is a non-comprehensive list to help you search for a facility near you:


Los Angeles:

New York:
-Featured Rental Facility-
   Pro-Sound New York – Has Symphony MkII, Ensemble Thunderbolt, Quartet, Duet
     – https://www.pro-sound.com/professional-audio-rental-services.html

Others:

Nashville:

Atlanta:

London:

If you need another city just Google “Audio Rentals” in your city!

RMA: Can you repair my older Apogee gear?

Apogee is able to provide repair services for all of our current products.

For discontinued Legacy Products, see the following list:

Apogee still services the following products. In some cases, the unit may not be fixable due to lack of specific parts and/or labor costs:

  • AD-16x
  • DA-16x
  • x-option cards (x-firewire, x-symphony, x-hd, x-video)
  • Rosetta 200
  • Rosetta 800
  • Big Ben
  • Duet Firewire
  • Ensemble Firewire

*Apogee can no longer service the following due to discontinuation of component parts or substitutes by the supplier, excessive labor costs, etc.

  • AD-8000 (all variants)
  • Trak2
  • Ambus cards
  • PSX-100
  • Rosetta AD
  • AD-16 (non-x units)
  • DA-16 (non-x units)
  • Symphony 64 PCIe
  • Symphony 32 PCIe
  • Symphony 32 PCIe
  • MINI products (MINI-ME, MINI-DAC, MINI-MP)
  • All products made before 1999

If you would like to upgrade your Apogee product, please contact our Sales Department. In some instances there may be an upgrade path: http://www.apogeedigital.com/ask-apogee-2

*If your Apogee product has sentimental value or you are attached to the “sound”, please contact our Support Department and we will do our best to help you: https://www.apogeedigital.com/support

Am I still eligible to get four Apogee FX Rack plugins free?

We understand many previous owners of the Ensemble Thunderbolt and Element Series hardware are still trying to claim the promotion of four free Apogee FX Rack plug ins. This was a limited time promotion available from October 17 – December 30, 2018.  Previous owners needed to claim this promotion by registering again between these dates.  We understand many customers were not aware this was a limited time promotion, and apologize for any inconvenience.  With any free software promotions please make sure you contact us in a timely fashion.
If you are an owner of an apogee product, you must fully register within the promotion period through this link: http://www.apogeedigital.com/support/register
 
Source posted October 17, 2018
https://www.apogeedigital.com/blog/fx-rack-announcement

This promotion is now over. As this was a limited-time offer, Apogee no longer has any codes.

To ensure you receive emails and notices so you do not miss future promotions, please sign up for our newsletter or check our blog periodically for these important announcements:
https://apogeedigital.com/apogee-newsletter
https://apogeedigital.com/blog

Why don’t I hear any audio on my JAM+ (Jam Plus)?

So it doesn’t drain your iPad or iPhone’s battery, the JAM Plus only passes audio through the built-in headphone jack when the LED turns green.

The LED turns from blue to green when you:

  1. Playback audio from an application (like iTunes, Spotify, Pandora, YouTube, etc.). As soon as playback stops, the light turns blue again to save power.
  2. Have a recording application open (like Garageband, Audacity, Music Memos, etc.)

NOTE that the input Blend feature only works when the LED is green.

Here are some other reasons you may have trouble hearing audio through the headphone jack on your JAM+:

  • Is the JAM’s LED blue? If so, this means that you don’t have recording software open. Launch a recording app and wait for the LED to turn green- then you’re ready to go.
  • Is the JAM’s output muted or turned down too low? Confirm that the output volume is turned up enough on your Mac, PC, or iOS device by using the built-in computer or iOS device volume controls. If you’re using a Mac or PC, make sure that the audio output level is set for JAM + on your computer.
  • If your recording app has input monitor buttons on its tracks, make sure you have monitoring turned on in your recording app.

Do Apogee products work with the iPad Pro with USB-C port?

Apple’s iPad Pro with the USB-C port marks a significant change that affects Apogee’s iOS-compatible devices.

First some background:

Apogee’s iOS compatible products have been officially certified for all past iPad/iPhone/iPod models (the ones with Lightning or 30-pin connectors) by Apple through their MFi Licensee program. However Apple does not offer MFi certification for the new USB-C iPad Pro models. With this change, some Apogee accessory features will be slightly different on the new iPad Pro USB-C models.

NOTE: This information is only regarding connection to iOS devices (iPads & iPhones), and does not affect anything regarding connection to a Mac or Windows computer.

All versions of MiC & JAM and Groove – COMPATIBLE
These units will send/receive audio and all functions can be controlled via the knobs/buttons on the hardware or the buttons and sliders on your iPad/iPhone/iPod.

Connect to the new iPad Pro USB-C with the Apple USB-C to USB Adapter together with the standard USB A cable that came in the box with the product
https://www.apple.com/shop/product/MJ1M2AM/A/usb-c-to-usb-adapter

We also make a direct USB Micro to USB-C cable, which can be used with the MiC Plus, Jam Plus, and Groove:
https://www.apogeedigital.com/shop/1-meter-micro-b-to-usb-type-c-for-mic-plus

One/Duet/Quartet – *PARTIALLY COMPATIBLE

Basic functions of our larger USB units work. This would be audio playback, some audio input, & output level control. (Note that ONE & Duet do not need the external power supply connected because the USB-C port provides bus power just like on a Mac!)

However these units are unable to connect to the Apogee Maestro iOS app, and thus are unable to access the Input Settings like Gain and Phantom Power or Output Routing, low-latency mixers, and Volume.

iPad does not get charged when a ONE, Duet, or Quartet are plugged in to AC power.

In some cases you may have to power down iPad, connect Duet or Quartet and power back up for them to be usable (ONE behaves differently, see below)

Quartet:   offers the best partial compatibility
Duet:   decent partial compatibility
  • Able to adjust inputs gain with front panel knob.
  • Other input & various settings must be changed with it connected to a Mac computer or Lightning iPad/iPhone first. Then you can connect to the USB-C iPad Pro and settings should carry over.
ONE:   is the least compatible
  • Inputs do not register in any app.
  • Output control, playback, streaming from iTunes or other music apps works.

Please be aware this may not work in all cases or on all applications. There is lots of variability and things can change with each Apple iOS release or audio app update.

Note: The Anker USB-C to Lightning Audio Adapter is not a workaround

We would very much like to update these devices to support the new iPad Pro USB-C and are working with Apple to do so.
As soon as Apple can provide us a path of compatibility with this device we are happy to update our unit to support it.
Please look out for an update when we are able to make this available.

Sennheiser AMBEO Smart Headset – Mostly Compatible

The Sennheiser AMBEO Smart Headset can be converted from Lightning to USB-C using the Anker Lightning-to-USB-C adapter. Not only does this work in the USB-C iPad’s, but it also works on Macs (with limitations):

https://apogeedigital.com/blog/the-ambeo-smart-headset-from-apogee-and-sennheiser-now-connects-to-mac-and-ipad-pro-using-the-new-anker-usb-c-to-lightning-audio-adapter

Note: The Maestro and AMBEO iOS apps will not be able to communicate with the Sennheiser microphones even withe the Anker adapter due to the lack of MFi through USB-C instead of Lightning. However generic recording does work according to our tests.

 

Other Sennheiser Lightning devicesNot Compatible  ClipMic Digital, MKE-2 Digital, MKE-4 Digital:

These Sennheiser mobile recording products do not work on the USB-C iPads even when connected through the Anker Lightning-to-USB-C adapter. (It also does not work on Macs with USB-C.  Only the AMBEO works on Macs through the Anker adapter).

These can only work through iPads and iPhones equipped with a Lightning port.