SoundID Reference standalone app troubleshooting guide

This article covers the warning, error, and alert messages present in the SoundID Reference standalone app. Each one is explained, and solution steps are provided. 

In this article:

• Common issues
  • No sound / no calibration effect
  • Standalone app not launching
  • "Trouble recalling your settings" alert
  • "Couldn't migrate settings" alert
  • "Preset switch failed" error
  • "Reference 4 Systemwide is currently running" warning
  • Log files, crash reports, and debug procedures in SoundID Reference
• macOS issues
  • "CoreAudio driver went missing" error
  • "Error while loading headphone or speaker calibration profile" error
• Windows issues
  • "There was an error opening the audio hardware" alert
  • "Virtual ASIO service unavailable" error
  • "APO can't be applied" error

Common issues

No sound / no calibration effect

If there is no calibration effect or no sound present when the SoundID Reference standalone app is launched, often this is a result of either an incorrect setup or software incompatibility. Read our guide with solutions here: SoundID Reference standalone app no sound / no calibration effect.

Standalone app not launching

In case you are experiencing issues with the standalone app not launching after installing an update (or reinstalling/reverting to an earlier version), or after activating from your user account. To resolve this, clear the app configuration data as shown here: Deleting the SoundID Reference standalone app config files.

Delete the license files and reactivate

In case the issue was not resolved by clearing the config files as shown above, delete the locally stored license files, and re-register the license in your account:

1. Navigate to this location, and delete the license.json and user.json files:
   • macOS: Macintosh HD/Users/your_username/Library/Sonarworks/Application Support/SoundID Reference
   • Windows: C:\Users\your.username\AppData\Local\Sonarworks\SoundID Reference
2. Log in to your Sonarworks Account.
3. Copy the license key you're about to remove for quick retrieval.
   • Note: Keys will still be backed up in a "Key removed..." email from Sonarworks Accounts.
4. Remove the license from your account: How to remove a Sonarworks license.
5. Register and reactivate the license again: How to register and activate a Sonarworks license.

Note: The User/Library and user\AppData folders on macOS and Windows are hidden by default. To enable showing hidden files and folders, follow the instructions here: How to show hidden files on macOS and Windows?

Once done, the app should launch successfully again. 

"Trouble recalling your settings" alert

Upon launch of the SoundID Reference standalone app, it may happen that the configuration file can't be found or accessed. When this occurs, it presents itself with the settings being lost. Our developers have created a safety mechanism since SoundID Reference release version 5.7.3, with which it is possible to recover your settings. 

The backup mechanism

A backup folder within the Sonarworks folder has been created, where calibration profiles and the config file will be automatically saved. When needed, the settings will be restored from this location. This feature performs the following actions: 

1. Creates the backup folder and saves the content upon quitting the app.
2. Upon software launch, it checks if the config file is missing.
3. If so, it offers a dialogue window to restore the config file.

"Couldn't migrate settings" alert

During the process of updating, reinstalling, or reverting to an older version of your SoundID Reference software, there may be instances when the application fails to properly transfer DSP settings, preset configuration, and user preferences data.

If the software detects this issue after updating or reinstalling, the software will present this alert: "Couldn't migrate settings". This alert indicates that the software has relocated the file housing this information, creating a fresh config file in the process. As a consequence, all settings are reset to their original default values, requiring you to create new presets.

Note: Settings migration issues can only affect the presets you've created. Your speaker calibration profiles (the actual .swproj files) should still be available in the Sonarworks Projects folder, and you should be able to create new presets with them. Learn more here: Where can I find my speaker profile?

The process behind the issue

The SoundID Reference standalone app stores all its settings within a config file called Systemwide.cfg. This file can be located as follows, depending on your operating system:

Windows

C:\Users\your_username\AppData\Local\Sonarworks\SoundID Reference\Systemwide\Systemwide.cfg

macOS

Macintosh HD/Users/your_username/Library/Application Support/Sonarworks/SoundID Reference/Systemwide/Systemwide.cfg

Note: The User/Library and user\AppData folders on macOS and Windows are hidden by default. To enable showing hidden files and folders, follow the instructions here: How to show hidden files on macOS and Windows?

Restoring the system

If the previously utilized config file has defaulted to a blank state, the only way to recover it would be to initiate a system restore to an earlier state.

This can be done via the System Restore feature on Windows, or Time Machine on macOS (or a third-party solution, if you're using one).

Creating new presets

If you're unable to initiate a system restore, you will simply need to create new presets and adjust the DSP settings and other preferences again.

Your speaker calibration profiles (the actual .swproj files) should still be available in the Sonarworks Projects folder, and you should be able to create new presets with them: Where can I find my speaker profile?

"Preset switch failed" error

This error message was introduced in the SoundID Reference standalone app to signal a failure to launch audio playback for various reasons and conditions. There are several variations of this error and if assistance is needed, it's a good idea to share a screenshot. 

Most cases can be resolved by following the steps below:

Windows

1. Restart the playback engine: SoundID Reference app > Output Panel > "…" > Device settings > Restart playback engine.
2. Fully quit and relaunch the app: How to fully quit the SoundID Reference app?
3. Clear the configuration data: Deleting the config file in SoundID Reference standalone app.
4. Use the APO driver as a solution: Setting up Windows audio device insert (APO) in the SoundID Reference app [WIN].
5. Update the drivers of the interface to the latest version available.
6. Fully uninstall SoundID Reference, and reinstall the latest version: download here
7. Disable the app launch on computer startup: SoundID Reference app > "⋮" (menu) > Preferences > Launch on startup. Reboot the computer, and launch the app manually.
8. Uninstall other Virtual Devices active on your machine (ASIO4ALL, etc.). There may be a clash between our Virtual Output Device and another. If it then works, it's worth adding them back one by one, to see which one is the culprit.
9. Try to manually match the sample rate settings between the Windows WDM driver, your audio interface, and the SoundID Reference app.
10. Try different sample rates and buffer sizes: Buffer size setting in the SoundID Reference app.

macOS

The issue seems to have made a return on macOS. For us to investigate this further, it would be helpful to share the following when encountering this error. 

• HAL logging on macOS 
• A screen recording of the steps leading up to the issue.
• The log files from sessions before and after deleting the config file. Locating the log files for SoundID Reference software

Solution steps: 

1. Restart the playback engine: SoundID Reference app > Output Panel > "…" > Device settings > Restart playback engine.
2. Quit and relaunch the SoundID Reference app: How to fully quit the SoundID Reference app?
3. Clear the configuration data: Deleting the config file in SoundID Reference standalone app.
4. Update the drivers of the interface to the latest version available.
5. Fully uninstall SoundID Reference. Then reinstall the latest version - download here.
6. Disable the app launch on computer startup: SoundID Reference app > "⋮" > Preferences > Launch on startup. Reboot the computer, and launch the app manually.
7. Uninstall other Virtual Devices active on your machine (Blackhole, GroundControl, LoopBack, etc.). There may be a clash between our Virtual Output Device and another. If it then works, it's worth adding them back one by one, to see which one is the culprit.
8. Try different sample rates and buffer sizes: Buffer size setting in the SoundID Reference app
9. Make sure the target device (audio interface) is not part of any Aggregate Device

10. As there was a known issue communicated by Microsoft Teams with their driver, it is worth trying to uninstall it from your system. Additionally, remove the following directories/files from your machine using the Terminal app:
    Macintosh HD/Library/Audio/Plug-Ins/HAL/MSTeamsAudioDevice.driver
Macintosh HD/Library/Audio/Plug-Ins/HAL/MSTeamsAudioDevice.driver/Contents/MacOS/MSTeamsAudioDevice

    
    Then open the Activity Monitor, force kill the MSTeamsAudioDevice.driver process, and reboot your computer
11. Try resetting the CoreAudio engine. Launch the Terminal app and execute the following command:
    sudo launchctl kickstart -kp  system/com.apple.audio.coreaudiod
    
    Note: Before doing this, make sure to switch off speakers/headphones (or turn down the volume completely,) and shut down any DAW or other music production software.

"Reference 4 Systemwide is currently running" warning

Since both Reference 4 and SoundID Reference standalone apps are attempting to apply calibration on all outgoing system audio by creating a virtual audio driver, they can potentially cause conflict if running at the same time.

Note: Reference 4 and SoundID Reference are two separate products, installed separately. Installing SoundID Reference on your computer will not uninstall or replace Reference 4 automatically.

How to avoid the conflict with the legacy version app

To use the SoundID Reference standalone app, the Reference 4 Systemwide app should be fully closed to avoid conflict between the two virtual drivers. There are several ways to resolve this conflict:

• Disable the 'Launch on Startup' feature in Reference 4 Systemwide to avoid it from launching up automatically on computer startup. This is especially useful if you are a Reference 4 user running a trial for SoundID Reference.
• Fully quit the Reference 4 Systemwide app to solve the issue instantly. Keep in mind that the warning may return once Reference 4 is launched again.
• Uninstall Reference 4 completely to resolve the problem permanently if you do not plan to use the Reference 4 Systemwide app anymore. Follow the instructions in these articles:
  • macOS: How to uninstall Reference 4 [Mac]
  • Windows: How to uninstall Reference 4 [WIN]

Disable the 'Launch on Startup' setting

1. Open Reference 4 Systemwide app (click on the Sonarworks logo in the menu bar (Mac)/taskbar (Windows) and click on 'Open Reference Systemwide' from the menu).
2. Open the drop-down menu from the top-right corner of the app and click on Settings.
3. Go to the General tab, and uncheck the 'Launch on startup' option.

Fully quit the Reference 4 Systemwide app

Quit the Systemwide app so that it doesn't interfere with the SoundID Reference app:

1. Click on the Sonarworks logo in the menu bar (Mac)/taskbar (Windows).
2. Click on 'Quit' from the dropdown menu.

Log files, crash reports, and debug procedures in SoundID Reference

When encountering an issue, it helps the investigation if relevant software files are shared in the report. See in the below article what files are available and how they're relevant to different issues: 

Log files, crash reports, and debug procedures in SoundID Reference

macOS issues

"CoreAudio driver went missing" error

This error message was introduced in the SoundID Reference standalone app since version 5.7.3 to signal a failure to communicate with CoreAudio for various reasons and conditions. Our developers have included a button directly in the error message to offer a quick resolution. 

What can be done to fix this?

If the error persists, there is a list of actions and workarounds that could potentially help. 

1. Click on the 'Restart CoreAudio' button within the error message.
2. Restart the playback engine: SoundID Reference app > Output Panel > '…' > Device settings > Restart playback engine
3. Quit and relaunch the SoundID Reference app: How to fully quit the SoundID Reference app?
4. Clear the configuration data: Deleting the config file in SoundID Reference standalone app
5. Update the drivers of the interface to the latest version available
6. Fully uninstall SoundID Reference. Then reinstall the latest version - download here
7. Uninstall other Virtual Devices active on your machine (Blackhole, GroundControl, LoopBack, etc.). There may be a clash between our Virtual Output Device and another. If it then works, it's worth adding them back one by one, to see which one is the culprit.
8. Try different sample rates and buffer sizes: Buffer size setting in the SoundID Reference app

Uninstalling conflicting audio devices/drivers

Most of the time the issue is caused by a conflict between the SoundID Reference audio device and other audio devices installed on the computer (virtual audio devices, third-party routing software, audio/video capture software, etc.). We have documented a list of potentially conflicting devices below. 

The issue can likely be resolved (or at least detected) by removing such audio drivers from your system. These drivers can always be reinstalled if needed. To remove these components, uninstall the respective applications, and remove their HAL drivers from this location:

Macintosh HD/Library/Audio/Plug-Ins/HAL/driver.name.hal

Known conflicting audio devices:

• MS Teams
• Zoom
• SoundGrid
• BlackHole
• Loopback
• SoundSource

If the issue reoccurs often and heavily disrupts the workflow (present constantly or several times daily), please submit a support request below, and include the following information: 

1. What happens when clicking on "Restart CoreAudio", does it resolve the issue temporarily?
2. Are you asked to enter your Mac user password when clicking on 'Restart CoreAudio'?
3. When resetting CoreAudio, what happens after entering your Mac user password?
4. How often does the issue occur?
5. What devices are you using in your signal chain (both hardware and software), especially any virtual audio devices and Aggregate devices? Please include a screesnhot of devices showing in your Audio MIDI Setup
6. Collect and send HAL logs, and also the regular software log files:
   • HAL logging on macOS
   • Locating SoundID Reference log files

"Error while loading a calibration profile" error

SoundID Reference may give an error message when a calibration profile is being loaded. This can happen when switching/loading profiles, but the underlying issue is associated with the locally stored headphone profiles and their configuration data.

The issue can happen in both the plugin and the standalone app as shown below:

Solution

1. Fully quit the SoundID Reference DAW plugin and standalone app: How to fully quit the SoundID Reference app?
2. Clear the preset configuration in both the DAW plugin and standalone app:
   • Deleting the config file in SoundID Reference DAW plugin
   • Deleting the config file in SoundID Reference standalone app (incl. the backup file)
3. Delete the corrupted headphone profile (the .swhp file) in the Sonarworks Projects folder. See how to navigate to the Sonarworks Projects folder in this article: Where can I find my speaker and headphone profiles?
4. Relaunch the standalone app/plugin and create a new presets using 'Add a new headphone profile' or 'Open existing profile'.

Note: The User/Library directory is hidden on macOS and Windows by default. To show hidden files, follow the directions here: How to show hidden files Mac and Windows?

If the issue persists, please reach out to us. Make sure to mention the following information and include the listed attachments: 

• Does this occur with the standalone app or DAW plugin only or on both?
• For macOS; do you have an M-chip or intel machine? Is DAW running via Rosetta?
• Screenshot of the app (and plugin).
• Screenshot of the Sonarworks Projects folder.
• Affected calibration profile(s).
• Configuration file for the standalone app, DAW plugin or both (if both are affected).

See how to access the needed locations to collect the needed files here: File locations of SoundID Reference

Windows issues

"There was an error opening the audio hardware" alert

This error message pops up in case SoundID Reference was unable to communicate with the output device. This may have multiple causes, such as outdated audio drivers or firmware, as well as damaged cables or routing software installed that hijacks the output of the target audio interface. 

Solution

When this error message is encountered, there are a few things worth double-checking and trying out in order to fix the issue:

• Install the latest audio drivers of your audio interface.
• Update the firmware of the audio interface.
• Replace the USB cable.
• Use a different USB port.
• In case multiple ASIO drivers have historically been installed on your machine, it may be worth Blacklisting ASIO drivers in the SoundID Reference app
• Check if any audio software is installed that may occupy the output and uninstall them (ASIO4ALL, VoiceMeeter, etc.). If resolved, you can reinstall them one by one to find the culprit. 

"Virtual ASIO service unavailable" error

When receiving this error message, it may be because of various reasons. Different software is taking exclusive access to the ASIO driver. There are additional ASIO drivers available which SoundID Reference is communicating with or the ASIO driver is not installed properly. 

Solution

1. Blacklisting ASIO drivers in the SoundID Reference app
2. Deleting the config file in SoundID Reference standalone app
3. Uninstall and reinstall SoundID Reference. How to uninstall SoundID Reference (Windows)?

"APO can't be applied" error

If this warning appears, the SoundID Reference app can’t detect a working APO processing mode for the selected output device. Instead, it falls back to the standard Virtual Windows audio driver. This can also cause issues like unresponsive features or GUI elements after dismissing the error.

The most common cause is corrupted APO instances left from previous installs. Since APO creates processing instances directly in the Windows Audio Engine (not just the virtual driver), removing these old instances should resolve the problem.

How to remove previously installed APO instances

1. Quit SoundID Reference fully: right-click on the SoundID Reference tray icon > Quit.
2. Delete the config file: Deleting the config file in SoundID Reference standalone app.
3. Click on the Windows dock icon (⊞) to open Windows Search.
4. Type "CMD" in Windows Search to find Command Prompt > Run as administrator.
5. Execute the two commands shown below: copy-paste each command into the Command Prompt window one by one; hit Return/Enter to execute each command:
   1. cd C:\Program Files\Sonarworks\SoundID Reference\Systemwide\APO
   2. APOConfigService /remove-drivers
6. Close Command Prompt and relaunch the SoundID Reference app - you should now be able to create a new APO output preset successfully.

Restart SonarworksAPOConfigService:

1. Press Win key+R
2. In Run, type in: services.msc
3. Locate SonarworksAPOConfigService
4. Right-click on the service and select Restart
5. Close Command Prompt and relaunch the SoundID Reference app - you should now be able to create a new APO output preset successfully.