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 trash preferences and databases automatically, as well as providing a few other useful tools. (This application is provided by a 3rd party and is not 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 of the minimum requirements. You can find compatibility information (computers, hard drives, operating systems, requirements, etc.) in the Support section of the website:
Digidesign | Support
Choose from the product list for compatibility information, and click on the links in the compatibility section for each product for additional 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) with OS X’s Disk Utility. Pro Tools can not use UFS or HFS volumes. If the drive was originally formatted in OS 9 or with any other application, backup the drive and reinitialize it with Disk Utility. More information:
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 playback from the OS drive is known to be problematic and the cause of many different error types. If you are using your system drive and encountering errors, the first thing you should do is get a compatible drive.
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. USB drives are not supported and are known to be problematic. Here are some useful 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 the ATTO Configuration Tool, this is a different application from Express. It can be found on the Pro Tools CD installer or in the downloads section. This application installs necessary extensions for all supported 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 Motion Sensor, please disable SMS according to the Apple information located here:
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 is no 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 , which has tools and utilities to assist in diagnosing and troubleshooting potential 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 trash preferences and databases automatically, as well as providing a few other useful tools. (This application is provided by a 3rd party and is not 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-virus software in Library > Startup items. Move these items out of this folder and restart the CPU (do NOT remove the DigidesignLoader or PACESupport 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 step is to test the Mac hardware. To do this, boot off of the Apple Hardware Test CD or Software Restore DVD (depending on Mac model) that shipped with your Mac. If you are booting off of the Software Restore DVD, hold the option key while the Mac starts up, then choose Apple Hardware Test. Once Apple Hardware Test loads, press Control+L. This puts Apple Hardware Test in loop mode. Click Extended Test, and let it go (preferably overnight). When you return, the hardware test will have found an error or it will be continuing. If it finds an error, it will give you an error code and you will be able to see which iteration of the loop it found the error on. If it has not found an error, it will still be looping and it will indicate which iteration of the loop is currently in progress. Either way, the only way to restart your Mac is to 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 can conflict with Pro Tools operations. The way to check what is starting up 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 can conflict with Pro Tools operations. The way to check what is starting up 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. When FileVault is turned "ON" this can conflict with Pro Tools and the installation of Pro Tools. Make sure FileVault is disabled following these 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 cause errors 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 version information 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 the plug-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 when trying to save a session, it can usually be resolved by following the steps 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 and outputs. Remember that the Mbox 2 outputs are unbalanced, and should use 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 inside computers - try installing and running on another computer (or if you're using a laptop, unplug the power supply and run off of batteries to 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 - the Mbox 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 cables from possible interference (other gear, florescent lighting, CRT monitors, 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 following symptoms and whose serial number ends in the letter A-F should contact Digidesign Tech Support by phone for information on getting your unit serviced:
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