Support Report: Top Customer Issues, Hardware News, and More
by Casey Schultheis

Customer Support
Top Three Issues, and How They Were Resolved by UA's Customer Service Team

Issue 1: I have an original Mac Pro Quad Core that I upgraded to 8 cores.  I know you don't support upgraded Macs, but I'm wondering if having the 8 cores in the original box will likely be an issue.

Solution: Some users are experiencing problems with Apple Mac Pro computers and Logic 8, when used with UAD Powered Plug-Ins. The problems manifest as CPU spiking, and occasional halting of playback. They seem to occur more often on the 8-core model. We have determined that this problem stems from the unique way in which Logic 8 treats plug-ins on a track with no audio currently passing through it. We are currently examining workarounds but have no definitive solution at this time. If you are a Logic 8 user and have any information to add please contact tech support. Please note that other hosts besides Logic 8 work fine with UAD-1e on the Mac Pro models, including the 8-core.
Note: Any new information will be posted on the UA web site.

Answered by Support Team Member Dan Becker
macsupport@uaudio.com

 

Issue 2: Hi. I am going to upgrade my PC's Cpu and motherboard. I will still be using the same hard drives and won't be doing any changes to my system drive, will my UAD-1 card still work?

Solution: Yes, the UAD card and plugs can be installed in a different computer. Simply install the software and card. Then, if you own extra plug-ins, download the "software authorization" from your online account.

Note: UAD Motherboard Compatibility page.

Answered by PC Support Team Member Ned Harrington
pcsupport@uaudio.com

 

Issue 3: Hello. I am from Chile, South America, and I am trying to buy the Expert Pack. Now, I have two problems. One, I can't find where to buy cards from your online store (my.uaudio.com), forcing me to buy one from one of your distributors. Why is that? Second, how do you use the $750 voucher? Is it a digital thing? Will the distributors give me the voucher at the moment of purchase or afterwards? I don't understand the buying system.

Solution: We don't sell the cards direct, so you will have to go through one of our distributors. If you purchase an Expert Pak, we will put the voucher in your account as soon as you register your card.  Here is some info on the registration process:

Registration
Registration is required for all UAD users to obtain software updates, optional copy-protected plug-in licenses, and technical support. It is also an opportunity for you to inform us of your system details so we can serve you better, and to keep you informed about important updates and new product announcements.

Once your card is registered and you have the voucher in your account, you can use that voucher to purchase plug-ins from our online store.

Note: To register, please create an account at my.uaudio.com, then follow the online instructions there. If you have already registered, log in to your account using that email address (your password can be sent to you).

Answered by Support Team Member Dan Fulop
macsupport@uaudio.com

 

Issue 4:I am looking at repairing/rebuilding two old UREI 1176LN blackface units. I am writing to see if you offer the following spare parts:
Q1 and Q10 (matched FETs). This is shown as "Urei 13-0027" on the schematic in the manual. You may have a cross if you don't use the same ICs these days? I would like two matched sets if possible. I will also need the smaller size control knobs, used for attack and release.

Solution: UA only sells parts for our current reissues. Also, please be aware we only ship to US addresses. If you know that these parts will work for you, no problem, just please note that part sales are final. As for the FETs, we do sell a FET set (1 compression FET, 1 meter FET). These are not "matched" in any way. Please email for current prices.

Note:If you have questions regarding compatibility between old and new units, you can try contacting:
David Kulka
Voice 818-843-7981
Fax 818-843-1260
Shipping address
Studio Electronics
424 N. Niagara St.
Burbank CA 91505

Answered by PC Support Team Member Flip Osman
hardwaresupport@uaudio.com

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Top Ten Customer Testimonials

10.) "Hi Dan, Thank you very much for your reply. Great Support. That alone is worth giving it a try."--Uwe

 9.) "Thank you very much for your time and for sending the tubes."--Rafael

8.) "Thanks so much for taking care of this for me! Everything is working just fine now. So the next question becomes ... which plug-in to buy first? :D Thanks again, I really appreciate all your help with this."--Henry

7.) "Thank you very much. Top service ... thumbs up. :-)"--Møller

6.) "Thank you for the swift reply! I'll contact my local dealer asap! Best regards."--Daniel

5.) "Flip! Thanks VERY much! Thorough and great! Thanks again!"--John

4.) "Thanks! You guys are great! Nice to work with a company that doesn’t make me jump through rings of fire to get something done! Running a studio is hard enough these days!"--Mike

3.)"Hi Ned, Everything worked great.  I really appreciate your help. Sorry for the delay in response .Thanks again."--Kristian

2.) "Cheers guys--now time to buy a few more plugs. :) Thanks for the superb service."--Matt

1.) "Thanks Mr. Osman! Please let me take this chance to congratulate with you for the quality of your products! Sincerely, a happy Pro Tools|HD+UAD user!"

Customer Service Hours 9am-5pm, Mon-Fri PST

Customer Support
Tech Support, Service, RMAs, Product Questions, and Pre-Sales
USA: 877-MY-UAUDIO [877-698-2834]
International +1-831-440-1176

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