If you encounter issues with any Arturia software, follow these steps to troubleshoot and gather necessary information before contacting our support team.
Keep Your Software Updated: Ensure your Arturia software, operating system, and drivers are up-to-date:
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- Open the Arturia Software Center (ASC) to check for updates.
If ASC isn't working, refer to our dedicated FAQ article.
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- Check for OS updates:
- macOS: Go to "System Settings" "Software Updates".
- Windows: Use "Windows Update".
- Check for OS updates:
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- Update drivers from your computer or component manufacturer's website.
From there, if still needed, refer to the sections below for solutions to common problems:
Ensure your system is compatible by checking our Compatibility article.
If the application isn't running:
- Make sure to attempt unplugging all Audio and MIDI devices, then reopen the application.
If working fine, plug devices back again one by one to understand which device is leading to troubles.
- If the issue persists, perform a clean uninstall and reinstall of your software as described in the article below:
How to properly uninstall an Arturia Software
Once uninstalled, reinstall it via the Arturia Software Center (ASC) after applying the following steps depending on your OS version:
-On macOS:
Make sure that the ASC is properly allowed to have Full disk Access via System settings, Privacy & Security, Full Disk Access menu:
If not displayed in the panel make sure to click on the + to select the Arturia Software Center in your application folder.
Now proceed with the software reinstall via the ASC and once reinstalled, if the Standalone application is still leading to troubles, make sure to also grant it the Full Disk Access as well by the following the aforementioned steps.
-On Windows:
Make sure to just open the ASC with a right-click and choose "Run as an administrator" before attempting another install.
Once installed, make sure to also attempt opening it by also right-clicking on the shortcut or application executable and by choosing "Run as an administrator".
If your MIDI controller or mapping isn't working, reset preferences using the following article:
How to clean preferences files
Then, adjust settings accordingly from the "Audio Midi Settings" menu (Standalone Application) and select your controller MIDI port.
If needed, recreate your mapping in the "Instrument" > "Preferences" > "MIDI" side panel (if using any third party controller or custom mapping):
If your controller is not detected, refer to:
When facing issues with the Software Graphic User interface (Blank / Broken / Missing elements) make sure to refer to the steps below:
- On Windows:
- Make sure to first check if any GPU driver update is available on your GPU or CPU (if using Integrated Graphics) manufacturer Website (AMD/INTEL/NVIDIA) and to download the latest drivers available for your precise model and depending on your current Operating system.
- Make sure if working on a dual Graphics setup (GPU & Integrated Graphics) to confirm if forcing the GPU or the Integrated Graphics priority to handle the application is helping or not:
Such can be usually done either from Windows Settings > System > Display > Graphics menu to set up the preferred graphics for each application.
Once done, click on the "Options" button and preferably choose "High performance" (trying both Integrated Graphics and GPU is also worth if one is not working):
Such can also be adjusted for all the applications at once through the AMD, NVIDIA and INTEL dedicated Control Panels (Please refer to their dedicated articles).
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Revert back "Windows Scaling" settings (From Settings > System > Display menu) to default value (100 or 150% usually depending on your setup and monitor size and resolution):
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Finally, make sure to also proceed (if not already done) with a clean uninstall and reinstall and apply the steps from the above "Application not running at all or crashing during use" section and if this persists try also to download the individual installer from the following page:
Note
If working with multiple Monitors make sure to avoid using any USB Docking Station or USB Display Link adapters and to ensure having all monitors handled by the same GPU or Integrated Graphics device to avoid potential issues.
If so, opening the DAW or Standalone application and then only plugging back the adapter should help working around these issues.
- With the Standalone application
-Audio devices (Built-In Speakers / Dedicated Interface / USB Headphones)
-Make sure to test different Sample Rates as well
- Within a DAW environment (Plug-in)
Make sure to test the same from the dedicated Audio settings menu available in your dedicated DAW.
- Click on Report
- The Crashlog will be prompted
- Select ("Cmd + A" to select all the content) and Copy the whole Crashlog text
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Paste and Save it in a text file, to do that:
- Open TextEdit.
- Paste the Crashlog content.- If possible, Save it as a .txt file after selecting the "Make Plain Text" option in the "Format" menu
- Otherwise, just save by clicking on File > Save and select File Format: Rich Text Format (.rtf)
-On Windows:
- The crash dumps should be located in this folder:
C:\Users\[user_name]\AppData\Local\CrashDumps
- Files should be named like this:
"Name".exe." crashdump_number".dmp
E.G if the crash occurs in a DAW environment:
"Ableton Live X Suite.exe.XXXX.dmp"
Or as follows if the crash occurs with the Standalone application:
"Analog Lab V.exe.XXXX.dmp"
- Steps to reproduce the issue
- Details about your setup:
- OS and version
- DAW and version
- Utility/FX/Instrument version
- Plug-in format (VST2/VST3/AU/AAX)
- Sample rate and buffer size
- Screenshot or video of the issue (hosted on any cloud/File Sharing service)
- Crash log or dump if applicable (Refer to the FAQ section above to understand how to retrieve Crashlogs or Dumps)
- System Report(macOS) or DXDiag Report (Windows)
Then, please send us all the useful informations via this form: Ask for help
We will then do our best to get back to you with solutions or report these issues to our Q.A department to ensure investigating what could be at cause and hopefully fix these issues in a next update.