Frequently Asked Questions

Network & Connection Issues

Why can't I connect remotely to my HOLOPHONIX processor?

1. Try accessing the interface at:
   • holophonix.local (for HOLOPHONIX ULTRA / 64 / LEGACY)
   • http://[IP_ADDRESS] (replace with your processor's IP)
2. Ensure port 4748 is open in your firewall
3. Verify your router allows the connection

For detailed instructions, see Connecting to the User Interface

Why do I lose remote web access frequently but the processor stays on?

1. Network Connection Type:

   • Recommended: Use direct wired connections
   • Not Recommended: Wireless connections in production without wired backup

2. Troubleshooting Steps:

   • Check network stability
   • Verify network adapter settings
   • Ensure reliable network connection

Note: Network adapter issues are a frequent cause of this problem.

Why doesn't HOLOSCORE detect my HOLOPHONIX on the network?

1. Basic Network Setup:

   • Ensure both devices are on the same network
   • Check firewall settings
   • Try restarting both HOLOSCORE and HOLOPHONIX

2. Special Cases:

   • Using VPN? Try disconnecting temporarily
   • Using HOLOPHONIX Native and HOLOSCORE on same device? Try disabling network interfaces (e.g., Wi-Fi) to force localhost mode

Audio Issues

Why do I hear audio cuts and crackles regularly?

1. Check Performance:

   • Monitor DSP usage and dropouts in Settings Audio Section

2. If Dropouts Detected:

   • Increase buffer size (more stable, higher latency)
   • Remove unused buses and sources

3. If No Dropouts:

   • Possible Dante network issues
   • Check Dante configuration

Tip: Always test your setup under peak load before live use.

Why is there no audio or only first reflections when using an algorithm?

1. Check Logs First:

   • Review the Log Windows for bus-related speaker positioning warnings

2. Algorithm-Specific Checks:

   • For VBAP, VBIP, or LBAP buses:
     • Verify speaker positions around the center point in Speaker Tab
     • Important: These algorithms don't work with linear speaker configurations
   • For WFS:
     • Check speaker orientations

3. No Sound at All?

   • Verify audio device configuration in Audio Settings
   • Test using the Test Generator

Why do I get digital clicks with Dante connections?

1. Check Dante Controller Application:

   • Open the Clock view and verify:
     • All devices are properly synchronized
     • No packet errors are present
     • A single master clock exists on Primary and Secondary
     • No latency errors are reported

2. Network Configuration:

   • Use a dedicated Dante network or properly configured VLANs
   • Keep Remote interface on a separate network
   • Avoid mixing Dante and Remote interface traffic

3. Verify Connections:

   • Check primary and secondary connections
   • Ensure proper network compartmentalization

Why does audio drop out during live performances?

1. Performance Monitoring:

   • Check Settings Audio Section for:
     • DSP usage levels
     • Dropouts counter

2. Hardware Considerations:

   • Ensure proper processor ventilation
   • Monitor system temperature

3. Optimization Steps:

   • Verify network stability
   • Adjust buffer size if needed

Note: Address these issues before live performances to prevent unexpected dropouts.

Why can't I get audio from my DAW into HOLOPHONIX Native?

1. Driver Setup:

   • Install HOLOPHONIX Virtual Soundcard driver

2. Configuration Checks:

   • Audio Settings:
     • Match sample rates between applications
     • Use identical buffer sizes when possible
   • Routing:
     • Verify input routing in HOLOPHONIX
     • Confirm correct soundcard input selection

3. Advanced Solutions:

   • Try resetting the device driver to resynchronize drivers
   • For Aggregate Devices synchronization (macOS):
     • Add macOS proprietary driver as first device
     • Enable Drift Correction on other devices

4. Testing:

   • Use the Test Generator to verify signal path

License Issues

How do I transfer my HOLOPHONIX license to a new computer?

You can reset your license through the HOLOPHONIX Dashboard. Follow our guide at resetting your license for step-by-step instructions. If you need additional assistance, contact our support team.

Why does my license show as invalid after a software update?

Sometimes updates can affect license validation. Try restarting HOLOPHONIX first. If the issue persists, contact support with your license key for reactivation.

What's the difference between a permanent license and a subscription?

Both give access to HOLOPHONIX with all updates and new features. A permanent license is a one-time purchase; a subscription is a recurring payment.

Why does my license show as expired even though I just paid?

License payment updates can take time to propagate. If you're before a show, contact support immediately for a manual license refresh. For future renewals, update payment methods well in advance of expiration.

I received a subscription renewal notice but thought I had a perpetual license. What's happening?

There can be confusion between subscription and perpetual licenses. Log into your account to verify your license type. Note that support login credentials may differ from the main website login. Contact support to clarify your license status.

How do I cancel my HOLOPHONIX subscription?

1. Visit the HOLOPHONIX Dashboard
2. Navigate to subscription settings
3. Follow the cancellation process

Need help? Contact our support team

Why does my automatically generated invoice show €0 even though I bought a perpetual license?

This is a known issue with the old invoice system. Contact support with your order details - they can generate a corrected invoice.

I was charged twice for the same invoice. Can I get a refund?

Yes, contact support with your invoice details and payment information. Duplicate payments can be refunded through the original payment method within a reasonable timeframe.

Software Updates & Installation

Why doesn't HOLOPHONIX detect available updates?

For HOLOPHONIX Processor:

1. Network Setup:

   • Connect the remote port to the internet
   • Check Network Settings:
     • Verify DHCP mode is enabled
     • Confirm gateway is received

2. If Problems Persist:

   • Some networks block connections to update servers - review your network configuration
   • Contact support for help

For HOLOPHONIX Native:

Download updates directly from our website.

Why doesn't HOLOPHONIX Designer launch when HOLOPHONIX Native is running?

This is a known issue. Close HOLOPHONIX Native before launching Designer. Both applications cannot run simultaneously. Contact support if the issue persists.

Why does HOLOPHONIX crash on startup with macOS Sequoia (15.x)?

macOS Sequoia compatibility was added in version 2.2.4. Download the latest version from the website. If issues persist, use version 2.0 as a temporary workaround.

Setup & Configuration

How can I move a source dynamically?

You can use the HOLOSCORE plugin with any major DAW, or use show control applications that support OSC, such as QLab. See the OSC Specification for more details.

Why can't I use the VBAP algorithm in a linear geometric configuration?

VBAP only works when speakers are positioned around the reference point (marked with a cross at the center of your venue's visualization). Ensure you use both front and surround speakers. You can add loudspeakers connected to no audio output to achieve the proper speaker layout for the algorithm. See VBAP for more details.

Why doesn't the VU meter appear next to my object in the Venue?

VU meters only appear when an input or output is routed to the source or speaker. Check your input and output routing configurations.

DAW Integration

Why does HOLOSCORE randomly change the target IP address?

This can happen when multiple HOLOPHONIX processors are on the same network. Try isolating the issue by running a single HOLOPHONIX. If you are using HOLOPHONIX Native and HOLOSCORE on the same device, try disabling network interfaces (such as Wi-Fi) to force HOLOSCORE into localhost mode.

Which DAWs work best with HOLOSCORE?

HOLOSCORE is tested with Reaper, Ableton Live, Logic Pro, Pro Tools, and Nuendo. Reaper and Logic Pro generally have the most stable integration. Note: in Ableton Live, automation update rate is linked to tempo.

Why doesn't HOLOSCORE detect my HOLOPHONIX in my DAW?

Check your network settings and ensure both devices are on the same network. In Nuendo 13 on Windows 10, there are known network detection issues - try restarting both applications. If you are using HOLOPHONIX Native and HOLOSCORE on the same device, try disabling network interfaces (such as Wi-Fi) to force localhost mode.

Hardware & Performance

Can I open my processor chassis for maintenance?

No. The processor is designed as a closed system. If you need repairs, please contact our support team.

Project & Preset Management

Why do large presets take a long time to load?

Complex presets with many sources and processing modules may load slowly. To improve loading times:

1. Check the Log Window during preset loading for any warnings that might be causing delays
2. Remove unused sources and elements from your preset

If loading times remain unusually long, contact our support team.

Troubleshooting & Recovery

What should I do if HOLOPHONIX crashes or freezes?

If a recovery crash window appears, it might only be a UI issue - the processor may still be running. Send a crash report to our support team via the crash window and click Resurrect.

If the problem persists:

For HOLOPHONIX Native:

1. Force-quit the application
2. Restart the application
3. If needed, restart your computer

For HOLOPHONIX ULTRA / 64 / LEGACY:

1. Restart your processor

If problems persist:

1. Create and load a new empty project to check if the issue is project-specific
2. Contact our support team if the issue continues

What should I do if my processor is completely unresponsive?

If the screen is stuck on loading and network ping works but the web interface fails, perform a hard reset by pressing the front panel button for 10 seconds. If the problem persists, the processor may need factory service - contact our support team.

Trials & Demos

How do I get a free trial of HOLOPHONIX Native?

Go to the HOLOPHONIX Shop and click "Try for free". All subscriptions are free for the first 30 days. You can also request a trial license by contacting support.

Can I test a HOLOPHONIX processor before purchasing?

Contact us via the Contact Us Form or through your regional distributor about processor demonstrations. Some regions have demo units available for testing with specific projects.