Troubleshooting - Universal Audio Arrow Manual

Troubleshooting

If Arrow isn't behaving as expected, some common troubleshooting items to confirm
are below. If you are still experiencing issues after performing these checks, contact
Technical Support.
SYMPTOM
Unit won't power on
Unit is not recognized
by computer
No monitor output
Can't hear mic
or line input(s)
Can't hear mic input(s)
Can't hear Hi-Z input
Preamp controls have no effect
on channel
Audio glitches and/or dropouts
during
DAW playback
Undesirable echo/phasing
Static and/or white noise is
heard when nothing is plugged
in
Various LEDs inside
the unit are blinking
Acoustic clicking heard within
hardware unit when powering
on and/or changing settings
Arrow is behaving unexpectedly
Arrow Manual
• Confirm Thunderbolt 3 cable is connected to Arrow
• Confirm Arrow is connected to built-in Thunderbolt 3 port on computer
• Confirm computer is started
• Try a different Thunderbolt 3 cable
• Note that not all USB-C cables are Thunderbolt 3 cables
• Confirm Thunderbolt 3 cable is fully inserted at both ends
• Confirm latest Arrow software is installed (reinstall if necessary)
• Confirm computer port is Thunderbolt 3 port (not a USB 3.1 via USB-C port)
• Confirm connections, power, and volume of monitoring system
• Confirm Arrow monitor level is turned up
• Confirm monitor outputs are not muted (push MUTE button when in monitor mode)
• Confirm monitor LEDs are displaying signal activity (check signal flows)
• Confirm mic/line switch setting is correct for the channel
• Confirm preamp gain is turned up for the channel(s)
• On channel 1, confirm nothing is plugged into the Hi-Z input
• Confirm +48V phantom power is enabled if required by microphone
• Confirm volume on connected device is turned up
• Confirm Hi-Z input cable is 1/4" TS (TRS cables cannot be used with Hi-Z input)
• Confirm desired channel is selected for control
(push PREAMP button to select channel when in PREAMP mode)
• Increase hardware I/O buffer size value in DAW (Mac) or Console (Windows)
• Confirm input monitoring is not enabled in both Console and DAW
• Mute or lower preamp gain to minimum on unused preamp channels
(mic preamps can emit noise even when nothing is plugged in)
• Some UAD plug-ins model the noise characteristics of the original equipment
(defeat the noise model in the UAD plug-in interface, or mute the channel
containing the plug-in to temporarily mute the noise)
• This is normal operational behavior and can be safely ignored
• This is normal operational behavior and can be safely ignored; mechanical relays are
temporarily muting the outputs
• As a last resort, perform a hardware reset on the unit by following these steps:
1. Disconnect the Thunderbolt 3 cable from Arrow
2. Press and hold the main LEVEL knob, FILTER button, and POLARITY button
3. Connect the Thunderbolt 3 cable while continuing to press these controls
4. After all front panel LEDs ash rapidly for several seconds, release the controls
Note: The computer must be on while performing this procedure. Alternately, when
computer is shut down (powered off), hold the switches while starting the computer.
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ITEMS TO CHECK
Troubleshooting