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 bought the Precision Multiband, and I am getting a very strange delay from the audio in the track when applied, like it comes in a quarter second later. OSX 10.4.11, DP 5.13

Solution: The Precision Multiband requires a large processing buffer to perform correctly. This buffer results in a significantly larger latency than other UAD plug-ins. The Precision Multiband is designed to be used for program material on the output bus, where latency is not a consideration. However, if you use the Precision Multiband elsewhere in the signal chain, then make sure you have the PDC (Plug-in Delay Compensation) set on in Digital Performer. The PDC option will provide automatic latency compensation when UAD plug-ins are used on track inserts (and sends/groups/buses if full compensation is supported).
Note: PDC is supported in Digital Performer 4.5 and up. This option is usually found in the audio or plug-in preferences window. My notes on MOTU Digital Performer show this located at: Setup menu>Configure Audio System>Configure Studio Settings...

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

 

Issue 2: By any chance, can any of your UAD cards (Expander, for instance) be hooked up to a PC by FireWire? Been planning on buying 3x Expander Xpress, but to me it seems that only solution is to run it via an ExpressCard or via the UAD-Xtenda (or PCI or PCIe)?

Solution: Unfortunately, UAD does not have a FireWire solution.
All UAD cards are PCI, PCI-express or ExpressCard 34 (Xpander) only. Yes, the Xpander is ExpressCard 34 for laptops, but it works in ExpressCard 34 and ExpressCard 54 slots. You may also run the Xpander on a desktop machine by using the Xtenda (PCIe to ExpressCard adaptor).

Note: If using the Xpander (Xtenda) on a desktop machine, you may combine the Xpander with regular UAD cards (PCI or PCIe) to have a multiple-card machine.

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

 

Issue 3: In many web forums, like Gearslutz, we can read discussions about the sound quality of plug-ins (Native and DSP) vs. the real hardware thing. In my ears the analog thing is adding nice malfunction to the audio-material what plug-ins can simulate 1:1. If I am right with this assumption and there are new technologies like component modeling, will there be one day the difference between hardware and emulation near ZERO? Would that be the death of the audio-hardware industry???? What do you think as a great developer will be the next step in making plug-ins sounding better??

Solution: Thanks for your interest. Personally, I am someone who comes from an analog background, but has always embraced digital technology. I firmly believe that plug-ins will never really "replace" analog hardware--only serve to supplement and complement. You will always need a nice analog front-end for audio, so that you can get a good sound before you hit the A/D conversion into the digital realm. Once digital, plug-ins and emulations of vintage pieces are a terrific way to sculpt your recordings, and nowadays are downright required. I guess I believe that excellent emulations of hardware won't ever really replace hardware. Universal Audio's motto is "Analog Ears, Digital Minds" I believe in this myself, and embrace it.

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

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Top Ten Customer Testimonials

10.) "Thanks Casey - just another example of what a unique co. UA is. Now THAT'S customer service!"--DTP

 9.) "Dan, you truly are masters at what you do. Keep it up! :) and thanks again."--Alberto

8.) "Flip, many thanks for your help, I'm getting in touch with your UK distributor. Very, very helpful you have been."--Marco

7.) "Thanks guys! You guys are awesome as usual. Thanks!"--Anthony

6.) "I am writing simply to let you know how much I appreciate Dan's efforts today to help me with my issues in tech support. His attitude was top notch and he was extremely helpful! He just felt he deserved recognition for job(s) well done."--Jamey

5.) "Thanks for the reply, Flip. As I thought but there is always a secret to be learnt. I favor the 1176 for a gentle lopping of the tops @ 20.1. Plenty of alternatives have the same settings but none seem to have the same result. The L.A.-2A as a secondary makes low reg male vox seem very bloated though even at low settings ... oh well the contrast of diversity!"--Richard

4.) "Success!!! Thanks as always for all your help. I did have 'the fear™' for a while--was thinking what if it was a hardware fault plus the time difference between the UK and California always makes me afraid. Have a great day."--Sean

3.)"Anyway Ned my God I've got Universal Audio hardware and of course sometimes I use it but your plug-in .... wooooooow!!! Really really one zillion of congratulations, amazing job. Thank you so really much to exist."--Alex

2.) "Thanks for the info and taking the time to write back. Like most engineers, I'm ready to bravely take the bull by the horns, armed with just enough knowledge to be a disaster to myself and others. So I appreciate your words of warning. The document is extremely helpful."--Tim

1.) "Ned, Thank you so really much. You are a great company. I feel so so comfortable with you. Congratulations. My pleasure and honor to be one of your customers."--Neil

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

Customer Support
Tech Support, Service, RMAs, Product Questions, and Pre-Sales
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