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AudioBox Series Basic Troubleshooting

Here are some troubleshooting steps to perform when your AudioBox is either not connecting to your computer or there is no audio output. 

Q: Why does my AudioBox not connect to my computer? The lights on my AudioBox are on, but there is an error "Device descriptor request failed (code 43)". 

43.png

FIX-Unknown-USB-Device-Device-Descriptor-Request-Failed-In-Windows-10-1.png

A: Some computers may not be able to provide enough voltage to power the interface. In this case, using a basic powered USB Hub between the AudioBox and the computer will solve the issue. 

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Q: How do I uninstall old AudioBox Drivers so I can install the latest Universal Control?

A: Here are steps to completely remove all AudioBox drivers: 

> Disconnect the AudioBox from your computer.
> Hit the Windows Key
> Now type “View advanced system settings” and press return
> Click Environment Variables button.
> Click the New button for the top section on this window.
> For "Variable Name:" type this exactly.
devmgr_show_nonpresent_devices
> For "Variable Value:" enter a single number " 1 ".
> Click OK and couple times and then open the Device Manger.
> Click the View menu and check "Show Hidden Devices".
> Right click and Uninstall any "AudioBox", "PreSonus", "USB Audio Device" and or "Unknown Device" you see listed under any category.
> Restart your computer.

Reinstall Universal Control.

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Note: If you believe you are having connectivity issues, such as the device not being recognized by Windows or Mac OS X when plugged in, make sure to check your USB cable with one you are certain works, as well as try all USB ports on the system. 

If you're still having issues, please open a support ticket at our support site. If you already have an open ticket, create a system profile of your computer using the following process, and send it to your current support agent:

For Windows users:

  • Click Start > All Programs > Accessories > System Tools > System Information
  • Click File, Save
  • Save the NFO file as your name and make sure that the Save As type is: System information File (*.NFO)
  • Attach the .nfo to your reply.

For Mac users:

  • Click Finder > Applications > Utilities > System Profiler (System Information in 10.7 and 10.8). 
  • Click More Info > System Report
  • Click File > Save As and save it as "your_name.spx"
  • Attach the .spx file to your reply.

 

 

 

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