This article will guide you through steps you can perform if you are experiencing crashes in LUNA. If one of the issues listed below occurs, the steps in this article apply:
- Freezes or crashes while launching LUNA
- LUNA Sessions hang or crash while opening
- LUNA Sessions hang or crash while already open
Uninstall LUNA, delete the preference files and reinstall LUNA
If you are experiencing any of these issues, first uninstall LUNA, delete the preference files and reinstall LUNA by following the instructions listed below:
If uninstalling/reinstalling LUNA did not solve the issue you are experiencing, try the steps listed in the table of contents below:
LUNA Hangs or Crashes at Launch
Verify System Compatibility
An incompatible system may result in unexpected results so you will want to ensure that your computer is compatible with LUNA. For information on LUNA system requirements, read this article. Additionally, make sure that you're running the latest UAD software version in UA Connect.
If the issue continues, try refreshing the LUNA preferences as per the steps below:
Apollo/VOLT 876 Users Only
Verify that the installed version of the UAD Software and/or UAD Console is compatible with the LUNA version that is currently installed, found in the LUNA Release Notes. Then, perform the steps below:
- Make sure that LUNA is closed
- Open UAD Console.
- Press this key combination: Control + Option + Command + Q. This will quit the Mixer Server and Mixer Helper.
- Power cycle your Apollo/VOLT 876 unit(s) – Turn them off and then back on.
- Relaunch UAD Console and allow the unit(s) to synchronize.
- Launch LUNA to see if the problem is solved.
LUNA Session Crash
Computer Compatibility & Session Location
Confirm that the LUNA session(s) are stored on/opened from a compatible SSD drive that is formatted as APFS for macOS, or NTFS for Windows. For more information, read our dedicated SSD Storage Requirements article.
Then, try moving the session(s) to the internal system drive and opening it from there.
Corrupt Preferences
Try refreshing the LUNA preferences as per the steps below:
Note: Refreshing LUNA Preferences will reset the Recent Session list. If your LUNA sessions are not located in the default LUNA session folder, make sure you can locate them before refreshing the LUNA preferences.
Check Plug-In Compatibility
Occasionally, an incompatible third-party plug-in can cause issues. Follow the steps to determine if that is the case:
- Try setting any third-party AU/VST plug-ins in the affected session to Ignored in Plug-in Manager, located in LUNA > Settings > Plug-ins.
- If the session opens successfully with the plug-ins Ignored, then you will know that there is a faulty plug-in.
- Now you can try manually unchecking the Ignore button one group of plug-ins at a time, reopening the LUNA session after updating each group to narrow down which plugin or plug-ins are causing the LUNA session to crash.
- If one or more third-party plug-ins are the cause of the crash you are experiencing, continue with the steps in the last section.
Report Incompatible Plug-Ins
If you’ve found a plug-in that is problematic then please take the following steps to report the issue:
- Check with your plug-in vendor to verify that the latest version of the plug-in is installed, and that it is fully compatible with your operating system.
- Restart your computer if the installer requires a restart.
- Use the Feedback button within LUNA to report the plug-in name and version number to our developers. For more information on how to leave feedback to Universal Audio, read this article
Note: You will not receive a reply using the Feedback feature, however, all submissions are reviewed.
If you require further technical support, please contact Customer Care by clicking here.