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

System Sounds is the audio produced directly by your operating system – such as Windows and OS X startup and shutdown sounds, error notifications, and other standard notifications.

System sounds are automatically sent to your default output destination (usually along with any other software sources that are playing audio, as part the ‘default mix’) unless another source has been specifically sent there instead.

Probably because it has built-in speakers and an internal soundcard – which means you can use it to play any audio you like.

In order for someone else to be able to connect to (receive audio from) one of your sources, you must:

  1. Select ‘Enable Dante’ for your source (this puts the source onto the Dante network).
  2. Proactively allow the connection from the other user.

When another user tries to connect to a source that has been Dante-enabled, you will be presented with an access control pop-up asking if you want to allow the connection. If you click ‘Allow’, the user will receive audio from your source. If you click ‘Don’t Allow’, they will not receive any audio.

Note that the privacy option ‘Network devices require my permission … ’ must be enabled in the Privacy preferences in order for you to receive access control pop-ups. If it is disabled, users will be able to connect to your Dante-enabled sources without your permission. Audinate strongly recommends that you do not disable the ‘Network devices require my permission … ’ option.

If you are using a computer that has multiple network interfaces, you may encounter an issue where DVS does not allow the selection of a network interface, or does not acquire an IP address.

The current workaround is to open Dante Controller on the machine running DVS, and in the 'Configure Dante Interfaces' dialog, ensure that the checkbox for ‘Use shared Dante interfaces’ is selected. This instructs other Dante software applications (DVS, Via, and Firmware Update Manager) to use the same interface that is currently selected in Dante Controller. 

A Dante Virtual Soundcard License can only be activated a limited number of times, and this activation limit has been exceeded.

Please be aware that the license for this software is for use on a single machine only (like a physical sound card license). The license agreement you acknowledged when you activated Dante Virtual Soundcard does not allow you to use the same license ID on multiple machines. In order to use Dante Virtual Soundcard on a second machine, you will need to purchase an additional license.

Reinstalling Dante Virtual Soundcard on a machine that it was previously installed on should not require an additional activation, and should be possible without limit.

If you believe this message is in error, please fill out the form at the bottom of this page, select 'Move or Reinstall DVS' and include your license ID.

The License ID that has been entered is not a known Dante Virtual Soundcard License ID.

Check to make sure a valid Dante Virtual Soundcard License ID has been entered, and not a serial number for a different product.

If you are seeing this after entering a DVS Token from the product packaging of Dante enabled equipment:

DVS tokens are bundled with some Dante products. A DVS (Dante Virtual Soundcard) token is a unique code that can be redeemed for a fully-functional Dante Virtual Soundcard license ID, which can then be used to activate Dante Virtual Soundcard. A DVS token can not be entered directly into the license field on the Dante Virtual Soundcard application, it must be redeemed first to produce a license ID.  You can redeem the DVS token for a Dante Virtual Soundcard license ID here: Redeem DVS Token

If you are seeing this after entering the serial number of a Dante-MY16-AUD card:

As of July 2013, the Dante-MY16-AUD product box includes updated documentation. The Dante-MY16-AUD card itself is unchanged. As part of this update, we have changed the way you redeem the Dante Virtual Soundcard License bundled with your Dante-MY16-AUD purchase. 

If your product box contains a 'Download Your Software' card (like the one shown below) with a DVS token label on it, you can redeem the DVS token for a Dante Virtual Soundcard license ID here: Redeem DVS Token

As of this date, we no longer record or track the serial numbers of the Dante-MY16-AUD cards.  If the card above was missing from your product box, or if you have misplaced the card, we do not track which DVS Tokens were included in each Dante-MY16-AUD product box.  Yamaha provides exclusive distribution and support for the Dante-MY16-AUD card. Support information can be accessed by contacting your authorized Yamaha Pro Audio Dealer. 

Meaning:
Dante Virtual Soundcard could not find the IP address of the Audinate Licensing Server. Likely to be caused by local network DNS failure or Proxy settings.

Action:
Wait and try again in case the issue is temporary. If the problem persists please talk to your local IT support staff

 

Dante Software Support on Sierra (macOS version 10.12)

Audinate has completed the validation of Dante software on Sierra.

Dante Controller

The latest version of Dante Controller has passed validation and is fully supported on macOS Sierra.

Dante Virtual Soundcard

The latest version of Dante Virtual Soundcard has passed validation and is fully supported on macOS Sierra.

Dante Via

The latest version of Dante Via has passed validation and is fully supported on macOS Sierra.

Dante PCIe Card Drivers

The current GA Dante PCIe card drivers for Focusrite and Yamaha cards for macOS may not yet be supported on Sierra. Please contact the relevant manufacturer for more information. 

The latest Audinate PCIe-R card driver for macOS does however support 10.12 Sierra. Note that you cannot use this driver for Focusrite or Yamaha cards.

Be sure that you are running the latest versions of Dante Controller and Dante Virtual Soundcard for your operating system.  If this is the case:

  • If there are two different wired network interfaces on your computer, ensure that they are in different subnets – or disable the unused network interface.
  • Check that you have no firewall active – please see the Dante controller user guide for details of how to safely configure a firewall for use in a deployed network.
  • Check that you have no antivirus software active (Dante uses 'unusual' port addresses, due to the 'usual' port addresses already being used by other common applications) – you will need to configure your antivirus software to allow the full function of Dante.

 

If you haven’t done so already, download Dante Via.

Installing Dante Via

Mac OS X: Open the Dante Via DMG file downloaded from Audinate. Double click the file Dante Via.pkg contained in the DMG and follow the on screen instructions.

Windows: Double click the Dante Via EXE file downloaded from Audinate and follow the on-screen instructions.

Activating Dante Via

  1. Run Dante Via (using the relevant method for your operating system).
    If this is the first time it has been run, an Activation Panel will appear, with buttons for Purchase, Activate or Start Trial. If no activation window appears when you run Dante Via, choose “Activation…” from the Dante Via main menu.
  2. Click Activate.
  3. In the window that appears, enter your Audinate account information.
  4. Click Activate.

That’s it! Your copy of Dante Via is ready to use.

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).