Troubleshooting UA Connect Launch & Download Issues

Occasionally, UA Connect gets stuck on startup and shows a blank window or an "infinite spinner" animation:

0_Error_InfiniteSpinner.gif

If you are experiencing one of the issues listed below, the steps in this article apply:

  • Infinite spinner issue
  • UA Connect is not launching altogether
  • Purchased software is not downloading or installing
  • An unexpected error occurred
  • Other issues when starting UA Connect

These issues can be caused on both macOS and Windows due to various situations, listed in the table of contents below:

  1. Internet & PACE iLok Cloud Related Issues
  2. The UA Connect Cloud Helper Tool Is Not Running in the Background
  3. Notes on Anti-Virus, VPN and File Cleaner Software
  4. Additional Troubleshooting Steps on Windows

Internet & PACE iLok Cloud Related Issues

Your Internet Connection Is Unstable

Make sure that your computer is connected to the internet via a stable source. This issue can also occur when your internet speed is in a slower download range as well.

You can check your internet connection with a free speed test. Generally, a download speed of at least 20 Mbps or above is recommended.

iLok Activation Service Is Under Maintenance

Occasionally, PACE puts the iLok activation service under maintenance, hence causing temporary service outage. To check the iLok activation service status, click here.

Generally, the iLok License Manager main panel will show if and when the activation service will be temporarily under maintenance, as shown below:
1_iLokActivationServiceUnderMaintenance.png

Note: You can still activate your products if you have previously authorized your licenses to an iLok USB, so long as your Wi-Fi is turned off. More information on that topic is available in this article.

Your iLok Account Is Not Properly Linked to Your UA Account

To use the native/UADx plug-ins, an iLok account is necessary and must be linked to your UA Account. If there are no iLok account linked to your UA account, or if the linked iLok account is not the correct one, follow the steps in this article.

Switching iLok Modes for Native UAD Activation Issues

 

When launching UA Connect, an iLok Cloud session is normally started for you in the background and your licenses are automatically activated. However, if iLok Cloud is set to Managed mode, your iLok and UA accounts, as well as your native/UADx licenses might fail to link and activate automatically in UA Connect. 

To fix this issue, follow the steps in this article.

The UA Connect Cloud Helper Tool Is Not Running

The UA Connect Cloud Helper tool is a background task that needs to be running in order for UA Connect to run properly and access your account containing your licenses, as well as link with your iLok account. In the event that the Helper tool is not running, try the steps below:

Windows

If the UA Cloud Helper Tool is not running in the background tasks of your computer, you can manually enable it by navigating to the following folder:

C:\Program Files\UA Connect\resources\native\windows\x64

Then, double-click the file named uacloudhelper.exe.

Note: If the Windows Defender Firewall prompts you to Allow Access, make sure to enable the Private networks option, and click the Allow access button as shown below.

1_EnableHelperTool_FireWallWarning.png

 

macOS

1. Disable your 3rd-party "system cleaner" software.

2. In macOS Finder, click the Go menu and select Utilities

3. From the Finder window that opens, launch the Terminal app

4. Copy the command below, paste it into Terminal, and press Enter:

sudo launchctl enable system/com.uaudio.bsd.helper

1_macOS_Terminal.png

5. Enter your Mac user password when prompted, and press Enter
Note: No text will be displayed when typing your password.

6. Restart your computer.

7. Open UA Connect

8. In UA Connect, uninstall the item you couldn't download from its options menu.

9. In UA Connect, download the item again.

Note: If the 3rd-party software is subsequently re-enabled, you may need to repeat this procedure in the future.

Notes on Anti-Virus, VPN and File Cleaner Software

If you are experiencing the issues listed below or any other related problem, you may want to check if you are running system cleaner tools before doing any further troubleshooting.

  • Console does not launch and/or the Console icon continues to bounce in the dock
  • UA Connect is unable to install software, or cannot be launched

System cleaning software removes certain system files and operating system functionalities that are required by UA software. In many cases, this can be difficult to assess and repair.

We generally recommend against installing the following applications:

  • Avast
  • AVG Antivirus & Security
  • App Cleaner 7
  • Bitdefender Total Security
  • CCleaner
  • ClashX
  • CleanMyMac X
  • Little Snitch
  • LuLu
  • Mac Cleaner Pro
  • Malwarebytes
  • Nord VPN
  • Norton 360
  • Proton VPN
  • Unicorn HTTPS VPN
  • Zscaler

The best recommendation to restore functionality is to remove the system cleaning software, utilizing the uninstaller they provide.

You can then proceed to attempt to repair the UAD installation for Apollo and Satellite devices as follows:

If UA Connect is not able to install software, and you have previously had cleaning software installed, please refer to this article.

If the issues are not resolved, in some cases, once the above-listed software has been removed, creating a new admin account can repair issues caused by that software. Click below to access the steps to create a new administrator user profile, depending on your operating system:

Important note: As system cleaning software functionally affects core operating system functionality and it can be difficult to restore, in some cases a clean reinstallation of your OS is required to restore it into a state that can run UA software. If on macOS, be careful not to use Migration Assistant or Time Machine after the clean installation, as this potentially could restore the same cleaning software and related issues to your computer.

These applications often conflict with UA Connect and third-party music software, hence causing various log-in and authorization issues.

Additionally, we recommend users update their computer according to the UA Connect system requirements for macOS.

Additional Troubleshooting Steps on Windows

Specific processes included in the latest version of Windows are necessary for UA Connect to run properly. To ensure that the iteration of Windows installed on your computer is optimal, follow the steps below:

Uninstall UA Connect, delete the preference files and reinstall UA Connect:

Uninstall UA Connect and delete the preference files using the instructions for Windows 11 here, or the instructions for Windows 10 here. Then reinstall UA Connect.

Make Sure Windows is up to Date

To make sure your Windows build is up to date, please see Microsoft support’s instructions here.

To properly run UA Connect, we highly recommend being on the latest Windows 10 or Windows 11 build. For Windows 10, this is 22H2 (19045). For Windows 11, this is currently 22H2 (22621).

Make sure Microsoft Edge is up to date

To make sure Microsoft Edge is up to date, please see Microsoft support’s instructions here.

Uninstall iLok License Manager/PACE Licenses Services

  1. Right-click the Windows Logo and choose Apps and Features.
  2. Locate Pace License Support Win 64, right-click it and choose Uninstall.
  3. Click Yes to confirm and continue the uninstall.
  4. Click Finish to restart your computer.
  5. Once the computer has restarted, download and install latest version of iLok License Manager here.

Contact Support

If you are still having issues after trying everything above, please contact our support team.

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