Most Dante software issues can be quickly resolved by reading the relevant FAQs below.
If you can't find a solution in the FAQs or user guides, please contact us using the provided form. Login to your Audinate account is required to submit the support form.
Yes, you can deactivate Dante Via (using the button in the Activation panel) and reactivate it on another computer.
Then log into your Audinate.com account, and go to ‘My Products.’ Copy your Dante Via license ID, and paste it into the ‘Recover license’ field. This will deactivate the license, and allow you to activate another computer.
No – Dante does not support Wi-Fi, your networked devices must all be physically connected to the Dante network via Ethernet Cat5e or Cat6 cables across a compatible network switch.
On Mac OS X, audio-capable software destinations are not visible to Dante Via.
To send audio to a software destination:
On Windows, applications may not be properly ‘discovered’ if they were already running when the Dante Via service was stopped and restarted.
To ensure that application sources can be successfully connected to destinations, it is recommended that you close all audio-capable applications before you either update Dante Via, or stop and start Dante Via for any other reason, such as switching to Dante Virtual Soundcard. Then restart the applications once Dante Via is running again.
This may be because Dante Via is not properly optimized for your computer. Go to Preferences > Performance, and change the Performance Optimization setting to 'Low'. Note that this will increase Dante Via's latency.
This usually indicates that Dante Via is not activated. Use the Activation panel to activate Dante Via.
When Dante Via is not activated, it displays a message in red text at the botton of the user interface.
If Dante Via is definitely activated but the user interface is still empty, double-check that Dante Via is actually running. When it is running, there will be a button at the top of the user interface labeled 'Stop'. If it's labeled 'Start', Dante Via is not currently running. You can also check in the general preferences.
If Dante Via appears to be running (i.e. the UI is showing devices and applications) but you can’t hear the audio you’re expecting to hear, check the operating system sound settings to make sure Dante Via is selected as the default sound device for your operating system, for both playback/output and record/input.
Further steps: Windows
Checking and restarting the Dante Via service in Windows
Further steps: OS X
Check to see if the Dante Via service is running:
If it is not running, to reset the process:
This may crash Dante Controller, if it is running - just acknowledge the error message and restart it.
Dante Via will periodically connect to the Internet to validate its license with the licensing server. In order for Dante Via to remain activated, the computers on which it is installed must be continuously or regularly connected to the Internet.
If Dante Via cannot connect to the Internet for a period of more than 30 days, it will automatically deactivate. If you need to run Dante Via offline for more than 30 days at a time, please contact Audinate sales.
Select the ‘Enable Dante’ control for the relevant source.
To hide a source from the network, deselect the ‘Enable Dante’ checkbox.
When a source is Dante-enabled, it will appear in Dante Controller as channels nested under your computer name, and can be routed like any other Dante channels.
If someone on the network has made a source or a source mix available on the network (using the ‘Enable Dante’ control), it will show up under their computer name in the Via Devices section of your Sources list. To listen to it, just drag it to a destination, such as your headset or speakers (or you can send it to any other destination if you want to use it for other purposes).
The owner of the source will be presented with an access control pop-up, asking them to allow or deny the connection.
To mute system sounds from the default mix when it is playing to the default output, hover over the System Sounds icon in the ‘Now Receiving’ area for the default output destination, and click the speaker icon.
You can also completely replace the default mix by sending another source to your default output.