Discuss Quantum Series Interfaces Here
66 postsPage 1 of 4
1, 2, 3, 4
Hey all,
Anyone else here have this same issue?

I can watch the 1st video on say youtube but as soon as i select the next song it's silent.
Everything is still working as such but no audio coming through.

When i was using firestudio projects (firewire) i never had an issue and i think it's because in UC there was a function for WMD audio.
In the 2626 there is no option to change anything in the WMD section.

See the video for what i mean.

phpBB [video]
Last edited by walkintheseshoes on Sun Jan 10, 2021 4:17 pm, edited 2 times in total.

Gigabyte Z390 Aorus Ultra ATX LGA1151 Motherboard
Intel Core i9 9900K 8 Core LGA 1151 3.6GHz CPU
Corsair Hydro Series H100x Liquid CPU Cooler
Asus GeForce GTX 1660 Ti Dual 6G OC Graphics Card
Western Digital Black 500GB m.2 SN750 NVMe SSD
Corsair 32GB (2x16GB) Vengeance LPX 3200MHz DDR4 RAM
Western Digital Black 4TB harddrive
ADATA 2TB XPG SX8200 Pro PCIe M.2 NVMe SSD
StarTech -Thunderbolt 3 Cable TBLT3MM2MA
User avatar
by TerjeNorway on Tue Sep 08, 2020 6:02 am
1) First try reinstalling your browser. And clear all browsing data.

If that did not work..

2) Try these two troubleshoots:
Image
Image

If that did not work

3) As you can see I have "disabled" allow apps to take exclusive control mode. I think that cannot be selected if you want to use your Quantum for multi client.
Image
Also what sample rate KHz are you working on. I'm working on 48 KHz. Try and change that in your DAW and be sure it also changes here:
Image

My system
Intel Core i9-10900K Processor
Noctua NH-U12A CPU cooler
Gigabyte Z490 VISION D
Samsung 970 EVO Plus 1TB SSD
Corsair Vengeance LPX DDR4 3200MHz 32GB
MSI GeForce GTX 1070 Ti Gaming 8GB
StarTech Thunderbolt Cable 2M (TBOLTMM2MW)
StarTech Thunderbolt 3 to Thunderbolt 2 adapter (TBT3TBTADAP)
Neumann TLM 102 microphone
Presonus Quantum
Windows 10, Ableton 10, Cubase 10
User avatar
by walkintheseshoes on Wed Sep 09, 2020 9:37 pm
Ok,
Found a fix.
There is obviously an issue with the driver/universal control
phpBB [video]

Gigabyte Z390 Aorus Ultra ATX LGA1151 Motherboard
Intel Core i9 9900K 8 Core LGA 1151 3.6GHz CPU
Corsair Hydro Series H100x Liquid CPU Cooler
Asus GeForce GTX 1660 Ti Dual 6G OC Graphics Card
Western Digital Black 500GB m.2 SN750 NVMe SSD
Corsair 32GB (2x16GB) Vengeance LPX 3200MHz DDR4 RAM
Western Digital Black 4TB harddrive
ADATA 2TB XPG SX8200 Pro PCIe M.2 NVMe SSD
StarTech -Thunderbolt 3 Cable TBLT3MM2MA
User avatar
by kirkeeb on Thu Sep 10, 2020 2:33 pm
I know for Mac users its definitely the TB Cable. I went down this road many times pulling my hair...experiencing what your going through. I bought an Apple TB cable and voila'!

Good luck!

"What Time Is It?" - Morris E. Day
http://www.curtbisquera.com

Apple (Late 2012) Mac Mini
Mac OS Catalina / 10.15.7
2.3 GHz Intel Core i7
16 GB 1600MHz DDR3
Intel HD Graphics 4000 1536 MB
User avatar
by walkintheseshoes on Mon Sep 14, 2020 4:19 pm
kirkeeb wroteI know for Mac users its definitely the TB Cable. I went down this road many times pulling my hair...experiencing what your going through. I bought an Apple TB cable and voila'!

Good luck!


Thanks for the advise but the cable works perfectly in a DAW situation but i can understand issues if the incorrect cable is used.

I use: StarTech.com Thunderbolt 3 Cable - 6 ft / 2m - 4K 60Hz - 40Gbps - USB C to USB C Cable - Thunderbolt 3 USB Type C Charger (TBLT3MM2MA)

It has to be a driver/UC issue with win10 as shown in the videos

Gigabyte Z390 Aorus Ultra ATX LGA1151 Motherboard
Intel Core i9 9900K 8 Core LGA 1151 3.6GHz CPU
Corsair Hydro Series H100x Liquid CPU Cooler
Asus GeForce GTX 1660 Ti Dual 6G OC Graphics Card
Western Digital Black 500GB m.2 SN750 NVMe SSD
Corsair 32GB (2x16GB) Vengeance LPX 3200MHz DDR4 RAM
Western Digital Black 4TB harddrive
ADATA 2TB XPG SX8200 Pro PCIe M.2 NVMe SSD
StarTech -Thunderbolt 3 Cable TBLT3MM2MA
User avatar
by kirkeeb on Tue Sep 15, 2020 2:05 pm
:+1

"What Time Is It?" - Morris E. Day
http://www.curtbisquera.com

Apple (Late 2012) Mac Mini
Mac OS Catalina / 10.15.7
2.3 GHz Intel Core i7
16 GB 1600MHz DDR3
Intel HD Graphics 4000 1536 MB
User avatar
by nikolaip on Sun Oct 04, 2020 8:28 am
I bought my Quantum 2626 a few months ago and been experiencing the exact same problem you are describing here, also would like to say once the sound is lost, I heard a horrible hiss sound and my microphone starts sending all of the surrounding noise to the speakers.

I have tried the following with NO success:

1) 3 Different Thunderbolt cables (Apples Official Thunderbolt 3 cable, The recommended cable by Presonous StarTech Thunderbolt 3 and Cable Matters Thunderbolt 3 cable)

2) Every possible update on the motherboard including Thunderbolt drivers and BIOS updates (I use Asrock z390 gaming miniTIX motherboard)

3) Installed Windows 10 on a MacBook Pro 2017 and tried running Qunatum there (had the same issue happening) which also led me to believe this is not a motherboard issue, since I also wanted to buy a new motherboard to test this.

4) Tried all of the things people suggested here (giving exclusive controls in the sound panel etc...)

I was super frustrated and wanted to send the unit away, however for the price and the amount of inputs nothing really beats it in the Thunderbolt domain, so I just had to suck it up and ended up doing the following:

The problem seem to be resolved when another process takes over the control of the Quantum and keeps it active, in my case I found that keeping Ableton 10 running solves the whole problem.

EDIT: I just watched your fix, and it looks like the exact same thing, there should be something running in the background that takes control of Quantum...

In my opinion this is simply unacceptable! what's worse is that I opened a ticket with the support and after numerous logs that I sent to them "Looks like everything is just fine"

Let's hope that they are aware of this issue and at some point we will get a proper driver update for the Quantum 2626 ( I have been waiting for more than half a year for it....)
User avatar
by walkintheseshoes on Sun Oct 04, 2020 3:00 pm
nikolaip wroteI bought my Quantum 2626 a few months ago and been experiencing the exact same problem you are describing here, also would like to say once the sound is lost, I heard a horrible hiss sound and my microphone starts sending all of the surrounding noise to the speakers.

I have tried the following with NO success:

1) 3 Different Thunderbolt cables (Apples Official Thunderbolt 3 cable, The recommended cable by Presonous StarTech Thunderbolt 3 and Cable Matters Thunderbolt 3 cable)

2) Every possible update on the motherboard including Thunderbolt drivers and BIOS updates (I use Asrock z390 gaming miniTIX motherboard)

3) Installed Windows 10 on a MacBook Pro 2017 and tried running Qunatum there (had the same issue happening) which also led me to believe this is not a motherboard issue, since I also wanted to buy a new motherboard to test this.

4) Tried all of the things people suggested here (giving exclusive controls in the sound panel etc...)

I was super frustrated and wanted to send the unit away, however for the price and the amount of inputs nothing really beats it in the Thunderbolt domain, so I just had to suck it up and ended up doing the following:

The problem seem to be resolved when another process takes over the control of the Quantum and keeps it active, in my case I found that keeping Ableton 10 running solves the whole problem.

EDIT: I just watched your fix, and it looks like the exact same thing, there should be something running in the background that takes control of Quantum...

In my opinion this is simply unacceptable! what's worse is that I opened a ticket with the support and after numerous logs that I sent to them "Looks like everything is just fine"

Let's hope that they are aware of this issue and at some point we will get a proper driver update for the Quantum 2626 ( I have been waiting for more than half a year for it....)


Good to see you found a work around like myself.
Yeah, not good that we have to though!
I find it highly unusual that once I open the control centre and open the interface it works....obviously nothing but a bug within UC.
I also opened a ticket but as soon as they said you need to update your UC etc etc I didnt even reply as I had given them a link to the videos AND TOLD them I have the latest version and gave them version number.
Instead of taking us for a ride they should just own responsibility and say, yes it looks like a bug we will look into it for you.

Gigabyte Z390 Aorus Ultra ATX LGA1151 Motherboard
Intel Core i9 9900K 8 Core LGA 1151 3.6GHz CPU
Corsair Hydro Series H100x Liquid CPU Cooler
Asus GeForce GTX 1660 Ti Dual 6G OC Graphics Card
Western Digital Black 500GB m.2 SN750 NVMe SSD
Corsair 32GB (2x16GB) Vengeance LPX 3200MHz DDR4 RAM
Western Digital Black 4TB harddrive
ADATA 2TB XPG SX8200 Pro PCIe M.2 NVMe SSD
StarTech -Thunderbolt 3 Cable TBLT3MM2MA
User avatar
by TerjeNorway on Wed Oct 07, 2020 2:10 am
strange that this does not happened on the first Presonus Quantum (26x32)

My system
Intel Core i9-10900K Processor
Noctua NH-U12A CPU cooler
Gigabyte Z490 VISION D
Samsung 970 EVO Plus 1TB SSD
Corsair Vengeance LPX DDR4 3200MHz 32GB
MSI GeForce GTX 1070 Ti Gaming 8GB
StarTech Thunderbolt Cable 2M (TBOLTMM2MW)
StarTech Thunderbolt 3 to Thunderbolt 2 adapter (TBT3TBTADAP)
Neumann TLM 102 microphone
Presonus Quantum
Windows 10, Ableton 10, Cubase 10
User avatar
by penjojay on Wed Oct 07, 2020 7:43 pm
Want to contribute my findings, as I am having the same issue.

I tried some of my own troubleshooting, including:
-updating the firmware in Universal Control
-uninstalling/reinstalling the Universal Control driver
-making sure the device is set to always connect in the thunderbolt control center
-A Windows clean install (I was due for one anyway)
-Making sure Windows power program is set to High Performance

At this point, after the clean Windows install, I barely have any other software installed, so app/driver incompatibilities seem unlikely.

My PC/setup applicable info:
Windows 10 Pro 64 bit
32GB RAM
i7 9900k CPU @5 GHz
Gigabyte Titan Ridge ver 2 TB3 card
NekTeck 2m active TB3 cable

On top of sharing the issues mentioned by the OP, I've noticed I lose playback when editing VST connections in Cubase 9
Last edited by penjojay on Wed Oct 07, 2020 8:07 pm, edited 1 time in total.
User avatar
by penjojay on Wed Oct 07, 2020 7:46 pm
Oh, I also tried unchecking "allow applications to take exclusive control..." in advanced properties of the Main Out device in sound settings. No luck there, either.
User avatar
by penjojay on Wed Oct 07, 2020 7:52 pm
Hmmm, just checked back on the device properties, and noticed the option I mentioned above wasn't unchecked, even though I definitely applied the change last time. Unchecked it again, applied the change, and immediately regained playback. Let's see if it lasts.

EDIT: lost playback again after a couple minutes. Setting is still unchecked.
User avatar
by penjojay on Wed Oct 07, 2020 8:00 pm
walkintheseshoes wroteOk,
Found a fix.
There is obviously an issue with the driver/universal control
phpBB [video]


I see twos 2626 interfaces in your Universal Control. Are you aggregating them?
User avatar
by walkintheseshoes on Wed Oct 07, 2020 10:18 pm
Yes, I have 2 units.
Same issue with just one turned on tho

Gigabyte Z390 Aorus Ultra ATX LGA1151 Motherboard
Intel Core i9 9900K 8 Core LGA 1151 3.6GHz CPU
Corsair Hydro Series H100x Liquid CPU Cooler
Asus GeForce GTX 1660 Ti Dual 6G OC Graphics Card
Western Digital Black 500GB m.2 SN750 NVMe SSD
Corsair 32GB (2x16GB) Vengeance LPX 3200MHz DDR4 RAM
Western Digital Black 4TB harddrive
ADATA 2TB XPG SX8200 Pro PCIe M.2 NVMe SSD
StarTech -Thunderbolt 3 Cable TBLT3MM2MA
User avatar
by penjojay on Wed Oct 07, 2020 11:27 pm
walkintheseshoes wroteYes, I have 2 units.
Same issue with just one turned on tho


Off topic, but If I may ask, are you simply using 2 thunderbolt ports on your computer, or is there anything else to that setup? I was thinking I would have to get a quantum 2 or 4848 if I wanted to chain another interface. Thanks
User avatar
by walkintheseshoes on Thu Oct 08, 2020 12:25 am
phpBB [video]

Gigabyte Z390 Aorus Ultra ATX LGA1151 Motherboard
Intel Core i9 9900K 8 Core LGA 1151 3.6GHz CPU
Corsair Hydro Series H100x Liquid CPU Cooler
Asus GeForce GTX 1660 Ti Dual 6G OC Graphics Card
Western Digital Black 500GB m.2 SN750 NVMe SSD
Corsair 32GB (2x16GB) Vengeance LPX 3200MHz DDR4 RAM
Western Digital Black 4TB harddrive
ADATA 2TB XPG SX8200 Pro PCIe M.2 NVMe SSD
StarTech -Thunderbolt 3 Cable TBLT3MM2MA
User avatar
by penjojay on Thu Oct 08, 2020 7:58 pm
walkintheseshoes wrote
phpBB [video]


I really appreciate the response. This is near the same setup I have going, so it is exciting to see I have the option to add another 2626 should I choose.

Also, for the topic, I have been using your Universal Control workaround for the past two days, seems to be working for me as well. Looking forward to a fix hopefully soon for this very annoying bug.
User avatar
by TerjeNorway on Fri Oct 09, 2020 7:49 am
penjojay wroteOh, I also tried unchecking "allow applications to take exclusive control..." in advanced properties of the Main Out device in sound settings. No luck there, either.

Maybe if you uncheck "allow applications to take exclusive control..." on every instance of the Quantum in the Sound setting: Headphones 1, Headphones 2, ATAT OUT 1/2, SPIF OUT and so on. And also in recording. Could be worth a try:
Image

My system
Intel Core i9-10900K Processor
Noctua NH-U12A CPU cooler
Gigabyte Z490 VISION D
Samsung 970 EVO Plus 1TB SSD
Corsair Vengeance LPX DDR4 3200MHz 32GB
MSI GeForce GTX 1070 Ti Gaming 8GB
StarTech Thunderbolt Cable 2M (TBOLTMM2MW)
StarTech Thunderbolt 3 to Thunderbolt 2 adapter (TBT3TBTADAP)
Neumann TLM 102 microphone
Presonus Quantum
Windows 10, Ableton 10, Cubase 10
User avatar
by penjojay on Sat Oct 10, 2020 1:31 pm
Here's some new info I received from support after linking them to this thread:

[i][i]1. Navigate to Windows Update and ensure all updates current

2. Visit Gigabyte's website at the following link and download latest drivers and firmware for your BaseBoard Product Z390 AORUS MASTER-CF:
https://www.gigabyte.com/Motherboard/Z3 ... -dl-driver
>>>Check BIOS, ThunderBolt, and chipset

3. Optimize as outlined here:
https://support.presonus.com/hc/en-us/a ... rce=search

4. Perform this full uninstall/reinstall of Universal Control:
> Disconnect the Quantum 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 a couple times and then open the Device Manger.
> Click the View menu and check "Show Hidden Devices".
> Right click and Uninstall any "Quantum", "PreSonus", and or "Unknown Device" you see listed under any category.
> Restart your computer.
> Install Universal Control again
> Connect and power on the Quantum
> Restart the computer and retest the issue.

Also, we recommend using StarTech brand ThunderBolt 3 cable for proper connection.
[/i][/i]

Quite a few steps there, so I won't be getting around to completing it right away. Perhaps this is useful for anyone else who hasn't heard back from support yet or submitted a ticket.

EDIT: Tried it. Did not work.
Last edited by penjojay on Sun Oct 11, 2020 11:40 pm, edited 1 time in total.
User avatar
by penjojay on Sun Oct 11, 2020 11:02 pm
To make the workaround @walkintheseshoes described easier, I made Universal Control auto-launch with windows start up (because I kept forgetting to open UC before the driver would crash). Here are instructions on how to do that for anybody interested.

https://www.onmsft.com/how-to/how-to-au ... windows-10

66 postsPage 1 of 4
1, 2, 3, 4

Who is online

Users browsing this forum: No registered users and 1 guest