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Thread 18i20 randomly crashes...

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Keistaszmogelis

Keistaszmogelis

7 posts
New AFfiliate
First post
1 Posted on 10/05/2014 at 01:35:12
At random times, my Scarlett 18i20 crashes. They don't happen often enough to be a deal breaker, but I'm still worried.
Youtube or other sound sources stop responding until I turn off the audio interface (They start going again, but without sound), then turn it on again (sound comes back).
What is the problem and how to fix it?

Same happens on Windows 7, And Windows 8.1. 64 bit.

[ Post last edited on 10/05/2014 at 01:38:31 ]

Simon Focusrite

Simon Focusrite

207 posts
AFfinity Poster
2 Posted on 10/10/2014 at 02:25:09
Good morning,

You may wish to take a look at the following optimisation steps for Windows 7 & 8:

https://uk.focusrite.com/answerbase/optimising-your-pc-for-audio-on-windows-7

https://uk.focusrite.com/answerbase/optimising-your-pc-for-audio-on-windows-8

Have you tried another USB port? Some are internally hubbed and can cause issues. Please try each one and monitor the performance of the interface.

Please ensure you have disabled power saving mode for USB devices:

In the device manager (Start > Control Panel > System and Security > System > Device Manager), in the Universal Serial Bus controllers section, right click each USB Root Hub, choose Properties > Power Management and untick the Allow the computer to turn off this device to save power option.

USB Power

If using a Laptop, it could also be worth checking the general power management of your computer:
Go to Start > Control Panel > System and Security > Power Options.
Set the Power Scheme to High Performance (if this setting is not available, click on Show additional plans first). Then click on Change plan settings. On the next page set both Turn off the display and Put the computer to sleep to Never.

Power Options

Then click Change advanced power settings. In the window that opens make sure you have the following settings:
Hard disc > Turn off hard disk after > Setting (Minutes) = Never
Sleep > Sleep after > Setting (Minutes) = Never
USB settings > USB selective suspend setting > Setting = Disabled
Display > Turn off display after > Setting (Minutes) = Never
Processor power management > Minimum processor state > Setting = 100%
Processor power management > Maximum processor state > Setting = 100%

Please note, not all options may be available.
It could also be worth checking for any available USB/Chipset driver updates for your motherboard.

Are you using the same USB cable that came with the interface.
Please also ensure that you're not connecting to a USB hub, and connecting directly to the PC.

If you are still having issues, you may wish to contact us directly and raise an email case with us via the following form:
https://uk.focusrite.com/answerbase/contact

Best regards
Simon // Focusrite Technical Support
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