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

To monitor specific channels on a multi-channel Dante device, first Dante-enable your headphones or speakers (click the ‘Enable Dante control for the headphones or speakers destination), and then use Dante Controller to send the required transmit channels from the Dante device to your headphones’ receive channels.

You can start and stop Dante Via using the button on the main window of the user interface, and in the general preferences.

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

Note that you will need to stop Dante Via if you want to use Dante Virtual Soundcard on the same computer (and vice-versa) – they cannot be used simultaneously. 

In the case of transferring a license from one machine to another, you can use the same license ID that you used for the old machine. You should uninstall the software from the first machine when possible. Please note that a Dante Virtual Soundcard License can only be activated a limited number of times.

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.

At this time, there is no way to deactivate a computer license. To deal with major system upgrades, or to allow for changing computers, simply uninstall the original instance of Dante Virtual Soundcard before installing the second instance. To accommodate the need to transfer the license, we allow multiple activations. However, this sometimes requires manual intervention when we reach the limit.

Dante Via supports 2x2 channels (2 in and 2 out) for software applications, 32x32 channels for hardware devices, and a total of 48 source channels and 48 destination channels.

This means that you could theoretically run 24 stereo sources into 24 stereo destinations simultaneously, on a sufficiently-powerful computer. However, audio mixes (including the ‘default mix’) require their own additional channels, which deduct from the total supported source channel count.

On OS X, the 2 Channel Application Input occupies 2 source channels.

Individual computer performance and tuning can affect the number of channels that are practically supported.

Check the sample rate: Dante devices must be set to 48 kHz in order for them to appear in the Dante Via UI.

Make sure you are logged into this website, then go to 'My Account' (the link is at the top right) and then click 'My Products'.

Scroll down to 'My Dante Via Licenses', and follow the instructions for recovering a license.

You may also see "Fatal error code 0x80070643 - Fatal error during installation".

This can be because you are missing a Windows 7 security update which is required for software applications that use the latest Windows certificate signing method.

If you don't have the required update in your Windows 7 (SP1) installation, you can download and install it to resolve the setup failure issue.

To see if you have the update installed:

  1. Go to Control Panel -> System and Security -> View installed updates.
  2. Use the search field at top right to search for: KB3033929

If the security update appears in the search results, it is already installed, and your problem is probably unrelated.

If it does not appear in the search results, you can download it from: https://www.microsoft.com/en-au/download/details.aspx?id=46148

Install the update and restart your computer, then retry the installation.

 

You will need to manually restart the trial:

1. In Dante Via, open the Activation panel.
2. Click ‘Activate’, and then ‘Enter a License ID’.
3. If the License ID field is pre-populated with your existing license ID, just click ‘Activate’ again. 

If the License ID field is not pre-populated: 

1. Make sure you are logged in to this website.
2. Go to ‘My Account’ (the link is at the top right), and then ‘My Products’.
3. Copy your Dante Via trial license ID from the ‘My Dante Via Licenses’ section.
4. Go back to the Dante Via application, and paste the license ID into the License ID field in the Activation panel, and click ‘Activate’.

Dante Via is designed for stereo applications. If you have a requirement to move higher numbers of audio channels between audio software and a Dante network, Audinate also provides Dante Virtual Soundcard, which supports up to 64 x 64 channels of audio. Please note Dante Virtual Soundcard acts as an audio interface only, and does not provide the routing functionality of Dante Via.

For even higher channel counts, a Dante PCIe card supports up to 128 x 128 channels, with ultra-low latency. Dante PCIe cards are currently available from two major manufacturers.

Yes, the latest versions of Dante Controller and Dante Virtual Soundcard operate on Macs running OS X 10.10 Yosemite.

Dante Controller requires Java on OS X. Java is installed automatically with OS X 10.7 and 10.8, but not with OS X 10.9 or 10.10.
If Java is not present when Dante Controller is first started, your machine should automatically install Java. If for some reason this does not occur automatically, please visit www.audinate.com/dc-macosx-java.

Go to the Dante Controller page for a link to the latest version.

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).