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Scarlett 2i2: Popping and device disconnecting

  • 42 replies
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Topic Scarlett 2i2: Popping and device disconnecting
Hey,

This problem has been doing my head in for a year now and now that I work as a professional I just have to get this fixed:

System:

Windows 8.1 64bit,
Scarlett 2i2 (Drivers 3.1.10) with Behringer Truth monitors plugged

What happens is that I hear a loud pop from my speakers followed by my 1 & 2 input knob lights flashing. Also when this happens the device briefly disappears from my Windows audio devices menu for a short while. The problem is inconsistent and can happen 1-10 times in a minute, once in an hour or I can go a day without it happening.

Also 1 problem I'd appreciate if someone can answer: On Pro Tools 11 when I choose Scarlett to use ASIO4ALL drivers it crashes Pro Tools. What gives?

Cheers for any help!

EDIT: It's now clear that the Ethernet cable is the cause. However I don't know how to solve this

[ Post last edited on 01/28/2015 at 02:43:56 ]

2
Hi,

Firstly, I'd ensure that Windows 8 is optimised for audio:

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

https://global.focusrite.com/answerbase/why-is-my-audio-slowed-down-in-windows-8-when-the-computer-starts

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.

The Scarlett device is not designed to run with ASIO4All, we would recommend using the Scarlett USB driver with PT11.
Please can you let me know if your computer is running an Intel or AMD chipset?

With regards to your Ethernet cable, you may need to ensure that you have the latest upto date drivers for the ethernet/network card from the manufacturer.

Please let me know how you get on

Best regards
Simon // Focusrite Technical Support
3
Hi,

Since last time I have replaced my ethernet cable, switched to windows 7 OS and switched to using USB2 for the Scarlett 2i2. My computer is running with intel chipset. I installed the newest chipset drivers.

The problem persists but has become less frequent
4
Good morning,

I would still ensure that you have looked at some optimisation for Windows 7 (https://uk.focusrite.com/answerbase/optimising-your-pc-for-audio-on-windows-7). The above USB power management steps should also still be looked at if you haven't already.
You mentioned you've moved to USB2 port, is this after trying and experience the same issues across all the USB ports on your computer?

You mention you changed the ethernet cable, however have you tried disabling the ethernet adapter in your device manager to see if this full stops the issues happening? If it does, you may need to look at ensuring that its drivers are fully upto date.

Please let me know how you get on.

Best regards
Simon
5
I just purchased the Scarlett 2i4 and I am having this same exact problem of popping and disconnecting from my computer.

After only 2 weeks of owning the unit, it is driving me insane trying to figure out if it's the Scarlett, my speakers, my DAW software, usb cable, etc... So thank you for posting the suggestions on the USB power management. I never thought of that.

I've now set my power management to high performance, told it to never turn off my display and disabled the USB from selective power saving. I'm hoping this works. I'll keep an eye on it and get back to this forum with my results within a few days. Cheers!
6
I think you have the same problem I have .
https://en.audiofanzine.com/focusrite/forums/t.9193,focusrite-scarlett-sound-card-techniqual-driver-problem.html

Please hear the examples . Do have sound like them ?
7
Quote from LinkinForEver:
I think you have the same problem I have .
https://en.audiofanzine.com/focusrite/forums/t.9193,focusrite-scarlett-sound-card-techniqual-driver-problem.html

Please hear the examples . Do have sound like them ?


No. My problems are exactly a popping and disconnecting from the computer. I also sometimes get mono sound coming from the speakers instead of stereo, which seems to be a problem with the Scarlett. I assume that because the speakers (I'm using Alesis M1Active 320 speakers) never did this prior to the Scarlett being hooked up. It mysteriously corrects itself if I shut the application down and restart... which is odd too. I can't help wondering if my unit is defective and if I should return while I am still within the 30 days return/exchange period.
8
Hi guys,

A Scarlett randomly running is also very strange, does this occur when using programs such as iTunes/Spotify/Youtube etc?

Do the same disconnection issues occur if you use the Scarletts with another computer and/or with a different USB cable? (as short as possible).
If so, then the issue may well be hardware and you will need to contact the retailer (if in the UK or Canada) or the local distributor in order to discuss a repair/replacement:

https://uk.focusrite.com/stores/distributors

Please do let me know how you get on, if you would like to contact us more directly for troubleshooting, please do so here:

http://focusrite.com/answerbase/contact

Simon // Focusrite Technical Support
9
Hi Simon. I took my unit back and exchanged it for another one. Unfortunately, the popping noise is still happening. I've narrowed it down to it popping when I open or close applications. For example, when I am using my DAW (Reaper), and if I close Reaper it will pop and the dials flash. Then, when I open a web browser and go to YouTube to watch a video, it will pop and flash -- maybe because they are using adobe flash in their streaming? Anyway, that's when it seems to happen. Advice? I also sent you a support request.

I am running Windows 8.1 on an Asus laptop with an AMD A10 processor.

Thanks for any help you can provide.

[ Post last edited on 05/05/2015 at 19:37:19 ]

10
Thanks for the reply.
Please can you confirm that Windows has assigned the 2.5.1 driver? This is the driver you'll need on your AMD machine.
The closing of Reaper causing some pops may be because the program is letting the driver go, however this should not happen when opening programs such as a web browser. Presumably this is happening across all of your USB ports?
You will receive an email back from your case logged with us soon, this will include further troubleshooting to undertake.

Simon // Focusrite Technical Support
11
Hello there, I have exactly the same problem here with my Scarlett 2i2 and Windows 8.1
My PC is already optimized and it's running with AMD A8 chipset, 4GB RAM.
Does anyone have a solution for this? The fact is that sometimes I can record and mix for hours without any problem and then the device disconnects all of sudden and I have to restart my computer. I tried to use every USB port and nothing changed. On other occasions it happens at least two or three times in a row...and it's pretty frustrating! Maybe I have to wait for a bug fix to be released??

Thanks : )
12
Hi Luca,

You mention that you have optimised your PC, but can you confirm that you have run through the power management setup guide on the previous page of this thread? Specifically the USB port power management?
If so, can you tell me what kinda of session you're working on (how many channels? heavy plugin usage etc?), as well as what buffer size you work at?

You may also wish to try out latest beta version of our driver available here:
http://beta.focusrite.com/releases/focusrite_usb2_drivers/

Please retry all of your USB ports with this different driver to see if the same issue occurs.

Dropouts are also often caused by DPC latency, an interrupt request by another driver/hardware combo that is preventing your PC from streaming audio in real time. To check if this is indeed the issue, Could you download the DPC latency checker from this website, then send me a screen shot of the graph once opened for a minute or so while playing audio out at the same time? :

http://www.resplendence.com/latencymon (Win 8)

If this is mainly happening when recording, as opposed to playback, then please run the software while running your DAW at the same time.

Let me know how you get on.
Simon // Focusrite Technical Support
13
Hello Simon,
I set everything just as you explained in the power management setup guide and I have the latest drivers. The problem still persists but it seems that now it's enough to close and re-open cubase to start the driver again. Btw, I attached a screenshot of the DPC latency test. It seems that I need to update my BIOS but I'm pretty sure that I have the latest version. Also, it says that I have to disable CPU throttling settings..do I have to proceed??

Picture here: https://postimg.org/image/7rx81d3n1/

Thank you in advance.

Luca
14
Hi Luca,

Yes disabling CPU throttling will help.
I would recommend double-checking if there is a BIOS update for your motherboard, as well as any other updates for your USB chipset and any other part of your motherboard.
I would also recommend checking for driver updates for your graphics card, wifi/network adapters, and any other hardware on your computer. This is because driver clashes will often cause the DPC test to show how yours does.

Please can you check to see if you're on the latest USB driver that we have released via our beta site, version 3.2.1:

http://beta.focusrite.com/releases/focusrite_usb2_drivers/

Let me know how you get on.

Simon // Focusrite Techinical Support
15
Hello.

I have a Scarlett 2i4, not 2i2, but I am getting the same issues as the original poster and have been for about the past 8-9 months. The unit is just over a year old.

My specs are:

HP Pavilion AMD Athlon II X4 630 2.80GHz 64-bit
8GB of RAM
Windows 7 Home SP2

My current drivers for the Scarlett are 2.5.128.1. I have been reading the specs on the beta drivers listed at http://beta.focusrite.com/releases/focusrite_usb2_drivers/ but don't know if they will be compatible with my system or not.

I have tried all 2.0 USB ports and the issue still continues. I haven't tested the interface on another PC as of yet, but plan on trying.

I have configured the power saving options and none are checked at all. Even after reboot. I followed this guide to shut them off permanently - http://www.fixedbyvonnie.com/2013/11/fix-usb-root-hub-power-management-issue-windows-7/ - So this can't be the issue.

Today the issue is much, much worse than usual. The volume input monitors on the unit light up red at random, with the unit volume going mute as a result. This is happening when there is nothing plugged in, nor is there any audio playing. It is literally random. I can go a week without this happening, or 5 minutes.

At this point I can't use my Scarlett at all, as it shuts off on me while playing guitar or even streaming You Tube. I paid $240+tax CAD for this unit and to not be able to use it is quite frustrating.

Please help, someone. If not I will have to go back to my trusty Delta 2496 card. Which would suck because I really thought I was upgrading when moving to the Focusrite Scarlett 2i4.

Thank you.

[ Post last edited on 10/24/2015 at 14:05:10 ]

16
I'm about to make my own post on my own issues, but figured I'd toss my hat into this thread as well. I recently bought a Scarlett Solo and am having very similar issues. HOWEVER, I only bought the Scarlett Solo because previously I owned a Behringer Xenyx 302usb mixer and it was shutting down in the middle of use at seeming random as well. I had hoped that changing mixers/preamp/audio interface would fix my issue but it's the same. I figure that if this is the same problem, then the fact that it's happened to me while using two completely different brands could help you guys out with a little more info.

My other difference is that I run Windows 7 (64 bit) and when mine stops working I don't get any warnings about USB devices being disconnected and the device never seems to disappear from my playback/recording devices. Additionally it never starts working on its own, I have to unplug/replug the USB to get it working again.

More info: I've noticed that it happens about 75% of the time that a UAC message pops up, my system has a change, during program installation, etc. It also happens at random during use, obviously.

For comparison, perhaps one of the other posters has a similar hardware setup to me:
  • Windows 7 64b OS
  • Nvidia GeForce 970, brand new (and before that, an AMD Radeon 7950)
  • Intel i5-3470 running at @3.20ghz
  • Gigabyte z79 Sabertooth Motherboard
  • Audio Technica BPHS1 Headset
  • Coolermaster 1000w PSU
  • 16gb RAM

[ Post last edited on 12/25/2015 at 00:41:21 ]

17
Same problem with my Mac and the 2i4. I've tried switching USB cables and everything listed. the Potential of it happening while performing live makes the unit pretty useless. It's evident to me that it is a design flaw and not a issue with the way we have our preferences set on our respective computers. I have a 2014 Macbook Pro with 8 GB ram.

I am wondering if Focusrite can provide any type of solution for this. If they are able to come up with a fix by changing preferences that would be great. I don't know if that is possible however.
18
Just to add one to the number of folks reporting this problem...
I use Sonar Platinum on a Win8.1 Pro 64-bit machine. Scarlett is plugged into a USB2 port on the motherboard.
It all worked beautifully for about two weeks, then did basically the same thing that others have already described. If I try to play a Sonar project, there's a click/pop and Sonar crashes.
If I change the output to use my system's built-in audio, it plays fine.
Switch back to the Scarlett, and it crashes.
I've implemented all the suggestions I've seen about this problem, but no luck so far.
Also, after the crash happens, the Scarlett is not recognized as a USB device anymore. If I unplug/replug it, I get "USB device not recognized. The last USB device you connected to this computer malfunctioned..."
If I reboot, the Scarlett is recognized again -- until the first time I try to play something through it in Sonar. Then click/pop! and Sonar crashes, and the Scarlett disappears as a USB device.
If I plug SOMETHING ELSE (like an external disk drive) into that same USB2 port, it works fine. Only the Scarlett is not recognized.
Yet More Info: In Device Manager, I see an "Unknown USB Device (Device Descriptor Request Failed)" for the port where the Scarlett is plugged in. I unplug the Scarlett and plug in something else (a disk drive), and Device Manager is happy with what got plugged in.
====================
FIXED!
I don't know why this root-cause problem happened, but apparently an attempt to "update the firmware" on Scarlett in a previous session failed, and that's at least part of what caused the cascading problems with the Scarlett. I just spent about half an hour on the phone with David Joyner at Focusrite's technical support - thanks for the contact info, Tunerman.
David talked me through a whole bunch of steps, including going to some "places" on my computer where I'd never been before (and some dark places where I HAD been before)... we uninstalled/reinstalled drivers (again), made other tweaks that I probably couldn't reproduce now, then successfully did a firmware update on the Scarlett, and now... IT WORKS!!!
I'm creating a System Restore Point in Windows right now...

[ Post last edited on 02/16/2016 at 14:17:27 ]

19
I found this thread via Google as I had the same problem with my Focusrite Solo. Plugging in a Guitar and the unit would pop and constantly turn on-and-off like it was resetting. After hours of testing I managed to fix the problem for me so I thought I'd create an account here and share my findings. Hopefully it will be of some use to somebody.

What I found is that the disconnecting/popping would only happen when a device was plugged in. I tried different cables/usb cables, updated drives, changed all the settings as suggested but no solution.

Then I noticed that if I plugged in a guitar directly, the popping and disconnecting stopped. Previously the guitar was plugged into an looper pedal (which had a number of effects) then went into the Solo.

So then I went through and removed each pedal to perhaps find that one was causing issues, they all did the same thing.

The I wondered if it might be a power supply issue, I couldn't find any 9v batteries to power a test pedal so I simply tried a different 9v power supply.

And then it worked! simply changing the 9v power supply that was powering all my pedals FIXED the problem. Reverting back to the original power supply causes the same issue.

I don't know how this could happen unless somehow the old power-supply was causing some sort of interference and making the Solo unit disconnect.

I don't know, maybe it's something that others could try.
20
Hi Simon,

I have the same problem, it´s getting me crazy! I was using my Scarlett 2i2 without problems on my Sony Vaio laptop. I just bought a new desktop and when I try to use it the problems began.

When I connect the device, it works fine, you can hear sound, but unexpectedly and randomly it begins to popping, clipping and restarting.

My specs are:

Windows 10 64 Bits
HP Pavilion AMD A10 1.8Ghz
Radeon R6
8 GB RAM

I´m currently using 2.5.1 drivers, I set everything just as you explained in the power management setup guide and I have the latest drivers.


:??:
21
Hi, i have this card about 2 months and have excatly the same problem ( it happens random or mostly on youtube or when i close a video game or some other program which involves sound ). Its a little bit annoying but the greater concern for me is if this damages the sound card somehow. i have tried all the usb ports , modified power settings but the problem still persists. Hope to see a solution in the future .

Windows 8 64bit
cpu: apu a8-7600 amd
mobo: a88x-plus asus
22
I have the same issue with my 2:2 as the OP. Is there a know solution now?
It's annoying. It happens also when I am playing games or when the PC is idle.
My PC is running Windows 10
23
I've been researching a similar issue I've been having so thought I would jump on the band wagon here on the off chance someone has some words of wisdom. Mine is for the 2i4 and for a mac OS X Yosemite. I'm using Logic Pro X. (or currently Logic Pro Woe)

Out of nowhere, my monitors made a loud pop, whilst working in a project and the sound disappeared (my stomach dropped). I could also not play anything on YouTube, Soundcloud etc etc. The sound was either completely messed up or nothing at all...

I rebooted my laptop and everything was back to normal, then it happened again a few times. I then disconnected the interface and tested it out using my internal audio and there was sound. When working from my laptop (using headphones) I've not had the problem (yet) anyway. Which makes me think it could be the Scarlett 2i4...

I had assumed it was to do with the project I was working in, not necessarily bigger than anything else I've done but still using quite a few different plugins, including PLAY which never runs that smoothly for me (especially when using Hollywood Brass). I'm also using it alongside Kontakt and Best Service Engine. I figured I would need to start a process of elimination to see who the culprit is (my guess was PLAY), however, it never happens in the same spot and sometimes not for ages, so I could be there all day narrowing it down.

I was working in a different project today, to see if the same thing would happen and everything was going smoothly for hours. I switched over to YouTube just to watch a video someone recommended and lo and behold, the sound was totally messed up. I went back to my project and the sound was GONE. Very weird considering usually it starts with a POP whilst I'm working and THEN other sound doesn't work. This time, I was working and everything was OK until I played that Youtube video (there was no pop)

To test it again, I went into my audio preferences and just hit a button on and off (to reset it instead of restarting the whole thing) and tested it again. Sound was playing and back to normal, then I went to YouTube, the sound was still bad and once again had triggered my project into silence (there was no pop)

SO basically, not sure if it's to do with the projects or not, or a plugin that is corrupting/triggering stuff to cut out. Or quite potentially and after reading other peoples issues, could really be the audio interface :(

My set up is..

MacBook Pro (15-inch, Early 2011)
Processor - 2.2 GHz Intel Core i7
16 GB 1333 MHz DDR3
499 GB System SSD
1 TB Data SSD

Scarlett 2i4
2 x 24 inch Acer Monitors
Midi piano
Microphone






[ Post last edited on 08/30/2016 at 11:56:14 ]

24
I have found a solution for my situation (windows 10):

I changed 2 things and the issue didn’t appear for a few days now:

1. I disabled Sound Device on MoBo (again, I did this before but for some reason it was enabled again)
2. In windows 10 power settings I disabled USB Selective Suspense
25
Same exact problem.

I also have a unique addition to this thread. While in a DAW either FL Studio or Ableton, sometimes while playing audio it just stops and all you hear is a very high pitched tone that is quite loud and you can't get rid of it by pressing the stop button in your DAW, you have to exit for it to end. It has to be a firmware or hardware glitch. It only happens on the Scarlett and not with any other product.

I have 8 gigs ram, 4.20 ghz Vishera CPU and 990FX Sabertooth Mobo.

Everything is quality in terms of my hardware.

What gives?

I believe Focusrite masks their poor products with customer support. I see them everywhere in all forums, but they give you generic bullsh*t responses like Microsoft does when you post in their forums. You've tried everything they say and it still doesnt work because they themselves have no clue how to fix their problem.

They just sell you the illusion that their products are great. When people have a constant reoccurring issue on multiple systems it's not the users fault! Fix your sh*t!

You - have a problem, tell focusrite
Focusrite - what? where? I don't see anything, turn your PC on and off, did you check the power cable, you must be an idiot since you didn't optimize your PC

Just a mask... a facade for quality when the actual problem lies deep down in focusrite's firmware/hardware

It makes sense that they play dumb when you say you've got a problem. They've got products to SELL.

Still it's a decent product if you are on a budget & they could not give a rat's @$$ if you happen to have a problem so I will give them that, but still glitchy as f*. What's worse, a company that ignores their customers problems entirely, selling a product as is, and doing it with open awareness, or a company that pretends to offer solutions solely for PR purposes, but don't actually end up solving anything?

In my mind they are nearly the same. One is actually worse because they mislead the customer into thinking that the problem actually lies with them and not the product.

Or maybe Focusrite is just too blind and naive to admit they've got a freaking problem and they're products don't match up to the quality they promise.

[ Post last edited on 12/11/2016 at 13:27:29 ]