Dante Software Support

Most Dante software issues can be quickly resolved by reading the relevant FAQs below.

Additional FAQs that may be useful to Dante Controller and Dante Virtual Soundcard users may be found on the main FAQs page, or by checking the relevant user guide.

Dante Via has a dedicated Dante Via Support page.

Videos and other extensive Dante training and certification material are available in the Training and Tutorials section of this site.

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.

Common Dante Software FAQs

Yes, you can deactivate Dante Via (using the button in the Activation panel) and reactivate it on another computer.

  • To open the Activation panel in Windows, click the settings icon  and select ‘Activation’.
  • To open the Activation panel in OS X, choose ‘Activation’ from the Dante Via main menu.

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:

  1. Drag and drop the source onto the 2 Channel Application Input in the Destinations list.
  2. Manually configure the destination application (i.e. using the application’s own preferences panel) to use Dante Via as its audio input.

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.

  • To open the Activation panel in Windows, click the gear icon    to open the main menu, and select ‘Activation’.
  • To open the Activation panel in OS X, go to the Dante Via menu > Activation.

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

  • Check the volume level for the Dante Via device in the Windows mixer settings (it may just be turned right down).
  • Check your services to see if the dantevia.manager service is running, and restart it if necessary (see 'Checking and restarting the Dante Via service in Windows' below).
  • If everything looks correct, and the dantevia.manager service is running, but you’re still not hearing the audio that you think you should be: Stop Dante Via (using the button, or in the general preferences), stop your audio applications, restart Dante Via, and then restart your audio applications.
  • If that doesn't help, in the general preferences menu, click the 'Clear Configuration' button, acknowledge any system dialogues, then close and restart the Dante Via application.
  • If all else fails, restart your computer.

Checking and restarting the Dante Via service in Windows

  1. Open Task Manager (hold Ctrl + shift + Esc).
  2. Click the Services tab.
  3. Look for the Dante Via Manager service (dantevia.manager). If it is stopped, right-click the service and select Start. If it is running, right-click the service and select Restart.

Further steps: OS X

Check to see if the Dante Via service is running:

  1. Open Activity Monitor (Apps > Utilities > Activity Monitor).
  2. Click the CPU tab.
  3. Sort by Process Name.
  4. Look for the DanteViaDaemon process.

If it is not running, to reset the process:

  1. Go back to Dante Via and open the Dante Via main menu.
  2. Hold down the 'Option' key (or the 'Alt' key for non-Mac keyboards).
  3. Select 'Quit and Restart Audio'.
  4. Enter the computer (admin) password in the Terminal window, and press Return.
  5. When the process has completed, close the Terminal window.

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.

Submit a Dante Software Support Case

You need to login to create a new case.
Audinate does not provide direct technical support to end-users for any Dante hardware products, except the Audinate-branded Dante PCIe-R card.
Support for hardware products is provided by the product manufacturer. If your issue relates to a hardware product, please contact the manufacturer directly (click here for a list of useful OEM contacts).