Frequently Asked Questions

Network & Connection Issues

To connect to your processor:

1. Try accessing the interface at:
   • holophonix.local (for HOLOPHONIX ULTRA / 64 / LEGACY)
   • [IP_ADDRESS] (replace with your processor's IP)
2. Ensure port 4748 is open in your firewall
3. Verify your router allows the connection

For detailed instructions, see Connecting to the User Interface

Common causes of remote interface loss:

1. Network Connection Type:

   • Recommended: Use direct wired connections
   • Not Recommended: Wireless connections in production without wired backup

2. Troubleshooting Steps:

   • Check network stability
   • Verify network adapter settings
   • Ensure reliable network connection

Note: Network adapter issues are a frequent cause of this problem.

Follow these steps to resolve detection issues:

1. Basic Network Setup:

   • Ensure both devices are on the same network
   • Check firewall settings
   • Try restarting both HOLOSCORE and HOLOPHONIX

2. Special Cases:

   • Using VPN? Try disconnecting temporarily
   • Using HOLOPHONIX Native and HOLOSCORE on same device? Try disabling network interfaces (e.g., Wi-Fi) to force localhost mode

These steps should help establish proper connection between your devices.

Audio Issues

1. Check Performance:

   • Monitor DSP usage and dropouts in Settings Audio Section

2. If Dropouts Detected:

   • Increase buffer size (more stable, higher latency)
   • Remove unused buses and sources

3. If No Dropouts:

   • Possible Dante network issues
   • Check Dante configuration

Tip: Always test your setup under peak load before live use.

1. Check Logs First:

   • Review the Log Windows for bus-related speaker positioning warnings
2. Algorithm-Specific Checks:
   • For VBAP, VBIP, or LBAP buses:
     • Verify speaker positions around the center point in Speaker Tab
     • Important: These algorithms don't work with linear speaker configurations
   • For WFS:
     • Check speaker orientations
3. No Sound at All?
   • Verify audio device configuration in Audio Settings
   • Test using the Test Generator

Dante Troubleshooting Guide:

1. Check Dante Controller Application:

   • Open the Clock view and verify:
     • All devices are properly synchronized
     • No packet errors are present
     • A single master clock exists on Primary and Secondary
     • No latency errors are reported

2. Network Configuration:

   • Best Practices:
     • Use a dedicated Dante networks or properly configured VLANs
     • Keep Remote interface on a separate network
     • Avoid mixing Dante and Remote interface traffic

3. Verify Connections:

   • Check primary and secondary connections
   • Ensure proper network compartmentalization

Common Causes and Solutions:

1. Performance Monitoring:

   • Check Settings Audio Section for:
     • DSP usage levels
     • Dropouts counter

2. Hardware Considerations:

   • Ensure proper processor ventilation
   • Monitor system temperature

3. Optimization Steps:

   • Verify network stability
   • Adjust buffer size if needed

Note: Address these issues before live performances to prevent unexpected dropouts.

Setup and Troubleshooting Guide:

1. Driver Setup:

   • Install HOLOPHONIX Virtual Soundcard driver

2. Configuration Checks:

   • Audio Settings:
     • Match sample rates between applications
     • Use identical buffer sizes when possible
   • Routing:
     • Verify input routing in HOLOPHONIX
     • Confirm correct soundcard input selection

3. Advanced Solutions:

   • Try resetting the device driver to resynchronize drivers
   • For Aggregate Devices synchronization (macOS):
     • Add macOS proprietary driver as first device
     • Enable Drift Correction on other devices

4. Testing:

   • Use Test generator to verify signal path

Tip: Always test with simple configurations first before adding complexity.

License Issues

You can reset your license through the HOLOPHONIX Dashboard. Follow our guide at resetting your license for step-by-step instructions. If you need additional assistance, contact our support team.

Sometimes updates can affect license validation. Try restarting HOLOPHONIX first. If the issue persists, contact support with your license key for reactivation.

Both allows access to HOLOPHONIX with all updates and new features. A permanent license is a one-time purchase, while a subscription is a recurring payment.

License payment updates can take time to propagate. If you're before a show, contact support immediately for manual license refresh. For future renewals, update payment methods well in advance of expiration.

There can be confusion between subscription and perpetual licenses. Log into your account to verify your license type. Note that support login credentials may differ from main website login. Contact support to clarify your license status.

1. Visit the HOLOPHONIX Dashboard
2. Navigate to subscription settings
3. Follow cancellation process

Need help? Contact our support team

This is a known issue with the old invoice system. Contact support with your order details - they can generate a new perpetual license.

Yes, contact support with your invoice details and payment information. Duplicate payments can be refunded through the original payment method within a reasonable timeframe.

Software Updates & Installation

For HOLOPHONIX Processor:

1. Network Setup:

   • Connect remote port to internet
   • Check Network Settings:
     • Verify DHCP mode is enabled
     • Confirm gateway is received

2. If Problems Persist:

   • Review network configuration, some networks block update to servers
   • Contact support for help

For HOLOPHONIX Native:

• Download updates directly from our website

This is a known issue. Close HOLOPHONIX Native before launching Designer, or contact support for assistance. Both applications cannot run simultaneously.

macOS Sequoia compatibility was added in version 2.2.4. Download the latest version from the website. If issues persist, use version 2.0 as a temporary workaround.

Setup & Configuration

You can use our HOLOSCORE plugin with any major DAW, or use show control applications that are compatible with OSC, such as QLab. Look at the OSC Specification for more details.

VBAP only works when speakers are positioned around the reference point (marked with a cross at the center of your venue's visualization). Please ensure you use both front and surround speakers. You can add loudspeakers connected to no audio output to achieve the proper speaker setup for the algorithm. See VBAP for more details.

VU meters only appear when an input or output is routed to the source or speaker. Please check your input and output routing configurations.

DAW Integration

This can happen when running multiple HOLOPHONIX in the network. Try to isolate the issue by running a single HOLOPHONIX and see if the issue persists. If you are using HOLOPHONIX Native and HOLOSCORE on the same device, try disabling your network interfaces (such as Wi-Fi) to force HOLOSCORE to work in localhost mode.

HOLOSCORE is tested with Reaper, Ableton Live, Logic Pro, Pro Tools, and Nuendo. Reaper and Logic Pro generally have the most stable integration. Be carful in Ableton Live, the update rate of automation is linked to tempo.

Check your network settings and ensure both devices are on the same network. In Nuendo 13 on Windows 10, there are known network detection issues - try restarting both applications. If you are using HOLOPHONIX Native and HOLOSCORE on the same device, try disabling your network interfaces (such as Wi-Fi) to force HOLOSCORE to work in localhost mode.

Hardware & Performance

No. The processor is designed to be a closed system. If you need any repairs, please contact our support team.

Project & Preset Management

Complex presets containing many sources and processing modules may load slowly. To improve loading times:

1. Check the Log Window during preset loading for any warnings that might be causing delays
2. Clean up your preset by removing unused sources and elements

If loading times remain unusually long, please contact our support team for assistance.

Troubleshooting & Recovery

If recovery crash window appears, it might only be a user interface issue and the processor may still be running. Send a crash report to our support team via the crash window and click on Resurrect. If problem persists, try the following steps:

For HOLOPHONIX Native:

1. Force-quit the application
2. Restart the application
3. If needed, restart your computer

For HOLOPHONIX ULTRA/64/LEGACY:

1. Restart your processor

If problems persist:

1. Create and load a new empty project to check if the issue is project-specific
2. If the issue continues, contact our support team for assistance

If the screen is stuck on loading and network ping works but web interface fails, perform a hard reset by pressing the front panel button for 10 seconds. If the problem persists, the processor may need factory service. Contact our support team for assistance.

Trials & Demos

Go into HOLOPHONIX Shop and click on "Try for free". By default, all subscriptions are free for 30 days. You can also request a trial license by contacting support.

Contact us with the Contact Us Form or via your regional distributor about processor demonstrations. Some regions have demo units available for testing with specific projects.