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

Go to the Dante Virtual Soundcard page for a link to the latest version.

Audinate has completed the process of validating Dante software on OS X 10.11. The following Dante software applications are compatible with OS X 10.11:

  • Dante Controller v3.6.2.4
  • Dante Virtual Soundcard v3.7.4.3
  • Dante Firmware Update Manager v1.4.16.6
  • The latest Dante PCIe card drivers for OS X

Yes, Dante Controller has been fully validated on Windows 10.

Yes, Dante Virtual Soundcard has been fully validated on Windows 10.

If this is your first installation of DVS on OS X High Sierra (10.13), you may be presented with the following message when running the program:

'The DVS Manager service is not available, please try again in a few minutes'.

If this is the case, you will need to approve the kernel extension in your Mac's Security and Privacy settings. Please see https://developer.apple.com/library/content/technotes/tn2459/_index.html for more information.

This icon indicates that your computer does not have an active wired network (Ethernet) connection, which is required by Dante Via (Wi-Fi is not supported). Make sure your computer is physically connected to an Ethernet network.

If you think you are physically connected to a network, you may have a broken or faulty cable, or a faulty network switch, or the network connection may be disabled in your computer's network settings.

  This icon indicates that you have two or more active wired network connections to your Dante network.

You should only ever have one active wired connection to your Dante network.

If you see it when you have a wired and a wi-fi connection to the same network, it can be ignored.

Dante Via’s network transmit latency is 10 milliseconds. Auxiliary signal paths (such as USB connections to and from soundcards) will add further latency.

Some Windows 10 users may have encountered an issue that prevents the changing of the sample rate for Dante Virtual Soundcard in WDM mode.

This issue is under investigation and hopefully will be resolved in a future Dante Virtual Soundcard update.

Symptoms

On Windows 10, to change the sample rate for Dante Virtual Soundcard, you must first change it in Dante Controller, and then change it for each DVS device in the Windows Playback and Recording device settings.

This is typically done by right-clicking the speaker icon in the system tray and selecting ‘Playback devices’ (or ‘Recording devices’), double-clicking the DVS devices, and changing the sample rate in the ‘Advanced’ tab for each device.

However, depending on the version of Windows 10 you have, one of the following conditions may be observed:

  • The Advanced tab of the device properties panel is not visible, which prevents the changing of the sample rate for Dante Virtual Soundcard in Windows.
  • The Advanced tab is visible, but Dante Virtual Soundcard cannot play or receive audio when the sample rate has been changed.

Workaround

The workaround involves uninstalling Dante Virtual Soundcard and reinstalling it, then setting the required sample rate in ASIO mode BEFORE it is started.

  1. Uninstall Dante Virtual Soundcard.
  2. Reinstall Dante Virtual Soundcard.
  3. Open the Dante Virtual Soundcard control panel.
  4. Dante Virtual Soundcard will be currently unlicensed, and therefore not running. Do NOT license Dante Virtual Soundcard yet.
  5. Click the ‘Settings’ tab in the Dante Virtual Soundcard control panel and change the Audio Interface to ASIO.
  6. Go back to the ‘Licensing’ tab, and license Dante Virtual Soundcard using your existing license ID. It will start automatically in ASIO mode.
  7. In Dante Controller, open the Dante Virtual Soundcard device (double-click the device or hit CTRL+D) and select the ‘Device Config’ tab.
  8. Change the sample rate to the desired rate.
  9. Wait a second or two.
  10. Go back to the Dante Virtual Soundcard control panel and stop Dante Virtual Soundcard.
  11. Select WDM mode.
  12. Start Dante Virtual Soundcard.

Dante Virtual Soundcard should now be operating at the new sample rate. 

The current release of Dante Via for Windows does not support ASIO hardware interfaces. You cannot use Dante Via with Dante PCIe cards. Most other soundcards however support WDM, so you will be able to use those.

Dante Via does support ASIO software interfaces (e.g. from Dante Via to Nuendo).

Submit a Dante Software Support Case

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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).