The following information will help troubleshoot in the event that a computer does not recognize the QUAD-CAPTURE:
DRIVER AND OPERATING SYSTEM
- The QUAD-CAPTURE will not operate unless the driver has been installed successfully. Try installing the driver by downloading the file for your operating system here:
NOTE to Mac users:
If the driver does not install or if the QUAD-CAPTURE is not recognized:
- In "System Preferences," click "Security & Privacy."
- Open the General tab and check if any message indicating the loading of the system software being blocked is displayed.
* If it is not displayed, restart the computer, connect the unit to the computer, and then check the display again.
- If displayed, confirm that the publisher is "Roland Corporation" and click "Allow".
* If the loading of system software of multiple publishers is blocked, click "Allow" to display a list of developers. Select "Roland Corporation" and then click [OK].
- If asked to restart, click [Restart] to restart the computer.
- When installing the driver, be sure to log on as a user with administrative privileges on your computer.
- Close/turn off system monitoring/anti-virus software. If system monitoring software such as anti-virus programs are installed on your computer, close them while troubleshooting.
- You may be able to solve the problem by updating your system with "Windows Update" or "Microsoft Update" provided by Microsoft (for Windows) or "System Update" provided by Apple (for Mac OS X).
- If the driver was already previously installed, try running the uninstall application included with the driver download and then reinstalling.
- Connect directly to your computer via USB. Do not connect to a USB hub while troubleshooting.
- Be sure that you are connecting to a USB 2.0 port on your computer; or a USB 3.0 port with backwards compatibility. Check the USB 3.0 specifications of your computer to determine if there is complete support for USB backwards compatibility.
- Try a different USB cable and different USB ports on the computer.
- If using a computer with USB C, be sure to use a name brand or an Apple brand adapter.
- Note that connection issues can occur with an audio interface if a computer falls asleep while connected. If the QUAD-CAPTURE does not work correctly after resuming from Sleep mode, you should exit all applications/software , disconnect the USB cable of the QUAD-CAPTURE and reconnect it."
Be sure to not play or record audio for a minute or so after the computer restarts--to allow the system to fully "wake up" and communicate with the QUAD-CAPTURE completely.
To avoid this from occurring, it's recommended to not put the computer in sleep mode.
- Be sure that the USB port that the QUAD-CAPTURE is connected to is supplying at least 480 mA of power or higher. Check the specifications of the computer for this information.
- Check Power Management Settings (Windows only)
a. Click on the Windows (or Start) icon on the bottom left of your screen.
b. Select Control Panel. The Control Panel window will appear.
c. On the top-right of the Control Panel window, set the “View by:” to “Small Icons”.
d. Click on "Power Options."
e. In "Choose or customize a power plan," select "High performance" or "Show additional plans."
f. In the High performance area, click "Change plan settings."
g. Click "Change advanced power settings."
h. In the Advanced Settings, click the “+” symbol for "Hard Disk," and click the “+”symbol for "Turn off hard disk after" to open it.
i. Click "Setting (Minutes)," and click the down arrow to change the setting to "Never."
j. Click [OK] to close the Power Options window.
k. Close the "Edit Plan Settings" screen.
Check Performance Options settings (Windows):
a. Open "Control Panel," click "System and Security " or "System and Maintenance," and then click "System." If the Control Panel is in the icon view or Classic View, then double-click the "System" icon
b. At the left, click "Advanced system settings."
c. If a dialog box regarding User Account Control appears, click [Yes] or [Continue]. If you are asked to enter the password of an Administrator account, log on to Windows as a user whose Account Type is Administrator, then perform the settings again.
d. Click [Settings] of the Performance section, and then click the [Advanced] tab.
e. Select "Background services," and click [OK].
f. Click [OK] to close "System Properties."
Check Power Management settings for the Root Hubs (Windows):
a. Click on the Windows (or Start) icon.
b. Right-click on Computer and then select Properties.
c. Click on Device Manager.
d. Click on the arrow symbol to the left of the Universal Bus Controllers section (at the bottom of the list) to expand it.
e. Right-click on one of the "Root Hub" designations and then select Properties.
f. Click on the Power Management tab.
g. Be sure that the "Allow the computer to turn off this device to save power" is not checked. If it is, remove the checkmark and then click on OK.
h. Repeat these steps for all "Root Hubs" in the Universal Bus Controller section.
If the problem continues, install the driver on a different computer (if available) and then test the QUAD-CAPTURE--to determine if the issue is with the QUAD-CAPTURE or the original computer used.