Why is my Apollo Twin (Thunderbolt 2) not being recognized by my computer?

There are a few common things that can cause the Apollo Twin to not be recognized by the computer. Here's what to check if you're getting the 'No Devices Found' message in the UAD Meter:

Note: This article refers to older Apollo Twin with Thunderbolt 2 ports. Troubleshooting steps for newer Apollo Desktop devices are available here

Check Thunderbolt Cable Orientation (Thunderbolt 2 Devices Only)

When connecting Apollo Twin devices with Thunderbolt 2 ports to your computer, always check the orientation of the Thunderbolt cable. The Thunderbolt logo must be face up on the Thunderbolt cable when plugged into both the Apollo Twin and the computer - if the Thunderbolt logo is not face up then the cable is inserted upside-down, which can be done fairly easily. 

Note: On older iMac computers, the Thunderbolt logo on the Thunderbolt cable should face left (when looking at the back of the iMac).

Check Computer Compatibility (Thunderbolt 2 Devices Only)

Apollo Twin interfaces with Thunderbolt 2 ports cannot be used by connecting it to a Mini DisplayPort connector. Although Thunderbolt and Mini DisplayPort devices have the same physical TB2 connector, the underlying communication protocol used by these devices is different and the Apollo Twin will not be recognized when connected to a Mini DisplayPort.

The type of device port can be determined by the icon next to the port. Thunderbolt ports have a "lightning bolt" icon, while Mini DisplayPort ports have a "display" icon. The difference between these ports and icons is shown in the illustration below.

Still having trouble? Check the Apollo Twin Basic Troubleshooting article out.

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