Troubleshooting

Common issues and how to resolve them.

File won't load

• Confirm the file is a valid ADM BWF (.wav with ADM metadata), not just a standard WAV file.
• Try a smaller test file to rule out memory or storage issues.
• Ensure you have enough disk space available.

No audio output

• Check your output device in the output configuration (footer).
• Make sure your monitoring mode matches your physical setup (e.g., Binaural for headphones, 7.1.4 for speakers).
• Try Refresh Devices if you recently connected a new device.
• Confirm the master fader isn't muted or set too low.

Apple Spatial Audio not available

• Apple Spatial Audio requires compatible hardware (AirPods Pro, AirPods Max, or other supported headphones).
• Ensure your headphones are connected and recognised by macOS.
• For head tracking, make sure you're using AirPods Pro or AirPods Max.

License activation fails

• Check your internet connection.
• Verify you're entering the correct license key (copy-paste to avoid typos).
• Make sure the license hasn't already been activated on another device — deactivate it first if needed.

Audio glitches or dropouts

• Close other audio applications that may be competing for the audio device.
• Check that your audio interface sample rate matches the file's sample rate.

Still stuck?

Contact support at [email protected] with details about your issue, including your macOS version and the file you're working with.