The following information will help troubleshoot connectivity issues with the DUO-CAPTURE or the DUO-CAPTURE mk2:
- Be sure that the EXT switch on the back of the DUO-CAPTURE is set to COMPUTER or just one asterisk (*). If this setting needs to be changed, close down all software, disconnect the USB cable from the DUO-CAPTURE, change the switch and then reconnect the USB cable to the DUO-CAPTURE.
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Be sure to install the driver for your operating system. You may download the driver from the link below:
- DUO-CAPTURE mk2: https://www.roland.com/global/products/duo-capture_mk2/downloads/
- DUO-CAPTURE: https://www.roland.com/global/products/duo-capture/downloads/ - If the driver had already been installed, uninstall and then reinstall the driver according to the instructions included in the driver download from the link above.
Note: If Using Windows 10, try updating the driver:- On the bottom left of the Windows 10 screen, click on the search box and type "update".
- Then select "Check for updates".
- Click on the "Check for updates" box. The driver should install automatically after a few minutes.
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Try a different USB port on the computer.
- Be sure to connect the DUO-CAPTURE directly to your computer.
- Do not connect to a USB hub while troubleshooting. - Try a different USB cable.
- Be sure that you are connecting to a USB 2.0 port on your computer; or a USB 3.0 port with backwards compatibility. Check the USB 3.0 specifications of your computer to determine if there is complete support for USB backwards compatibility.
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Be sure to log onto your computer as a user with administrative privileges.
- Windows 10 Users: Be sure that Windows is allowing microphone access:
Go to Start > Settings > Privacy > Microphone. -
Note that connection issues can occur with an audio interface if a computer falls asleep while connected. If the DUO-CAPTURE does not work correctly after resuming from Sleep mode, you should exit all applications/software , disconnect the USB cable of the DUO-CAPTURE and reconnect it.
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Close/turn off system monitoring/anti-virus software temporarily--this may be preventing your computer from recognizing the interface.
- If the DUO-CAPTURE drops connection, try raising the buffer setting:
DUO-CAPTURE, UA-11: SYMPTOM: Pops, Clicks and Dropouts - You may be able to solve the problem by updating your system with "Windows Update" or "Microsoft Update" provided by Microsoft (for Windows) or "System Update" provided by Apple (for Mac).
- Check Power Management Settings (Windows only)
a. Click on the Windows (or Start) icon on the bottom left of your screen.
b. Select Control Panel. The Control Panel window will appear.
c. On the top-right of the Control Panel window, set the “View by:” to “Small Icons”.
d. Click on "Power Options."
e. In "Choose or customize a power plan," select "High performance" or "Show additional plans."
f. In the High performance area, click "Change plan settings."
g. Click "Change advanced power settings."
h. In the Advanced Settings, click the “+” symbol for "Hard Disk," and click the “+”symbol for "Turn off hard disk after" to open it.
i. Click "Setting (Minutes)," and click the down arrow to change the setting to "Never."
j. Click [OK] to close the Power Options window.
k. Close the "Edit Plan Settings" screen. -
Check Performance Options settings (Windows):
a. Open "Control Panel," click "System and Security " or "System and Maintenance," and then click "System." If the Control Panel is in the icon view or Classic View, then double-click the "System" icon
b. At the left, click "Advanced system settings."
c. If a dialog box regarding User Account Control appears, click [Yes] or [Continue]. If you are asked to enter the password of an Administrator account, log on to Windows as a user whose Account Type is Administrator, then perform the settings again.
d. Click [Settings] of the Performance section, and then click the [Advanced] tab.
e. Select "Background services," and click [OK].
f. Click [OK] to close "System Properties." -
Check Power Management settings for the Root Hubs (Windows):
a. Click on the Windows (or Start) icon.
b. Right-click on Computer and then select Properties.
c. Click on Device Manager.
d. Click on the arrow symbol to the left of the Universal Bus Controllers section (at the bottom of the list) to expand it.
e. Right-click on one of the "Root Hub" designations and then select Properties.
f. Click on the Power Management tab.
g. Be sure that the "Allow the computer to turn off this device to save power" is not checked. If it is, remove the checkmark and then click on OK.
h. Repeat these steps for all "Root Hubs" in the Universal Bus Controller section. - Test the DUO-CAPTURE on a different computer to rule out the issue stemming from the computer being used.