Source-Connect Troubleshooting
The following page contains information that will help you troubleshoot Source-Connect issues, including:
- A list of possible connection issues and links to the articles with troubleshooting steps.
- A list of the most common sound issues and links to articles with troubleshooting steps.
- A comprehensive list of Source-Connect, Source-Connect Link, and Q Manager error messages, notices and warnings.
If you run into any issues not listed on this website, including error messages, please contact the support team.
Connection Troubleshooting
| Issue | Reference Article |
| Bandwidth requirements | Here is a link to an article including the minimum requirements and the recommended network requirements. |
| Disconnection issues | Disconnection issues are usually caused by severe network congestions occurring, or an unstable or insufficient WiFi connection. This can happen if you are inside a LAN where many other users are downloading and uploading large files. Reduce your bitrate, increase the buffer size and reconnect. You can also review the network guide for recommendations. If your ports are not open, this article might be useful for you. |
| Port forwarding | Here is a link to a detailed, step-by-step guide for port forwarding. |
| Port status changing | Here is a link to a document to help you configure your ports. If you are using a dynamic IP, your port status might change from session to session. Operating Source-Connect without a successful port test is possible, however you may encounter problems with receiving audio. It is impossible to predict when these issues will occur, so best practice is that both parties should have their ports mapped, in order to have a consistent connection. The Source-Connect Standard certification also goes into detail about port forwarding and networks. For a quick step-by-step guide, refer to this article. |
| Port status | Here is a link to an article describing all port status codes in Source-Connect Standard, Pro and Pro X |
| Using Source-Stream | Source-Connect 3.9 and Source-Stream (macOS). Source-Stream is supported in version 3.8.2, but it was in a beta stage at that point. |
| WiFi/Ethernet | The recommended connection types are listed in the same article mentioned above. |
Sound Troubleshooting
| Issue | Reference Article |
| Beeps in the audio | If you hear beeps in your audio, the problem might be related to clocking issues (see below "Clocking issues" section). Clocking issues are caused by sample rate conflicts. Make sure that your hardware devices have the same sample rate (this applies to any devices, including webcams, that you have connected while you are using Source-Connect). If you are a Mac user, check the Audio MIDI Setup to make sure all devices are set to the same sample rate your session has. If you are on Windows, go to Sounds > Recording/Playback > Device > Advanced instead. Beeping can also be caused by Wi-Fi dropouts, issues with your Source-Connect Link plugin, or your hardware's buffer. Check the linked articles for more information and recommendations for any of these issues. |
| Buffering audio | Here is a link to an article on audio buffering in Source-Connect and how to improve your network connection to stop rebuffering. |
| Clocking issues | This is a link to a tips and tricks for Mac for Source-Connect and other Source Elements products. This is the same article, but for Windows instead. Specifically, tip 2 expands on understanding digital clocking problems. |
| Crackling audio | Crackling issues might be caused by incompatible devices either on the send or on the receive side. First, try connecting to the echo contacts. If you hear crackles, the problem is on your side. Go through the troubleshooting steps on this article on Mac and this article for Windows. In essence, try disconnecting all devices other than your audio devices, and then plug them in one at a time to discover the culprit. Make sure your system meets the recommended network requirements listed on this page as well. Lastly, make sure you are using the correct audio driver for your audio device. If you need help with your audio environment, please contact our support team, which includes audio engineers. Focusrite ASIO USB Driver and Windows 11: the driver is known to have issues when used for Source-Connect in Windows 11. If you hear any crackling/distortion, download FlexASIO instead. |
| Echoes in the audio | Echoes in the audio are often caused by the other side of the connection. Make sure that you are using your headphones as outputs and not open speakers because your microphone will pick up everything coming out of the speakers and transmit that back. If you do need to use open speakers, then a talkback/push to talk switch must be used. Also, if you are using Source-Connect Link or Source-Nexus I/O, make sure the routing is correct. If you are using a Yamaha Steinberg interface and you hear echoes, make sure to turn off the built-in loopback feature. |
| Fuzzy or distorted audio | These issues are usually caused by sample-rate conflicts or an incorrect audio driver on your device. First, make sure that your hardware devices support higher sample rates (this applies to any devices, including webcams, that you have connected while you are using Source-Connect). In addition, Mac users can also check the Audio MIDI Setup to make sure all devices are set to the same sample rate your session has. If you are on Windows, go to Sounds > Recording/Playback > Device > Advanced instead. |
| Interface drivers and compatibility | An issue between Source-Connect and your interface drivers might cause one of three issues (are two of them, in the worst case scenario): 1. You might not be able to launch Source-Connect at all. In that case, review this topic. 2. You will have fuzzy or distorted audio. In that case, check "Fuzzy or distorted audio" in this table. 3. You might only be able to use your audio driver in one program at a time. In this case, contact our support team. 4. For Apollo interfaces on some systems, Source-Connect might freeze and all login attempts fail if the output number is too high. |
| Intermittent audio | Most intermittency issues are caused by network bandwidth and configuration problems. Here is a link to an article including the minimum requirements and the recommended network requirements. Other causes might include an incorrect buffer (check the "buffer size" item on this article for Source-Connect Standard and this one for Source-Connect Pro), or problems at the source of the audio (in this case, you will need to check with your connection partner to make sure there are no issues on their end). |
| The SeRewire plugin | Here are some basic articles regarding SeRewire: installing ReWire for Source-Connect Standard and Source-Connect Pro/Pro X; setting up ReWire on your DAW: Nuendo, Pro Tools, Logic, Reaper, Studio One,. If SeRewire does not show up on Pro Tools, check out the following article: https://support.source-elements.com/rewire-not-showing-up-on-pro-tools. You can follow similar steps for other DAWs if necessary. To troubleshoot ReWire issues on Windows, check out this article. |
| The Source-Connect Link plugin | Here are some basic articles on Link for Source-Connect Standard, Pro and Pro X. If Source-Connect Link does not show on your DAW, check the following articles: Ableton Live, Adobe Audition, Cubase and Nuendo, Logic Pro X, Pro Tools, Reaper, Studio One, Cakewalk Sonar for Windows. If your DAW is not in the list, let us know, and we will add troubleshooting instructions. Additionally, please review the following three articles if you are having instability issues with Logic: * The audio-unit is causing Logic to become unstable * Source-Connect Link application shows a never-ending loading icon. * There is no audio coming in from Source-Connect via Link in Logic. For specific information about troubleshooting for Source-Connect Link, check out this Source-Connect Link article for Source-Connect Standard 3.9 on Mac, for Source-Connect Pro 3.9 on Mac, or check out the Source-Connect Standard 3.8 on Windows user guide and the Source-Connect Pro 3.8 on Windows. |
| The Source-Nexus I/O plugin | Here is an article on the most common Source-Nexus I/O issues and how to solve them. |
List of Source-Connect Alerts, Error Messages, Notices and Warnings
| Product | Message | Article |
| Source-Connect | Activation Error - Source-Connect 3.8 - This software cannot be run because the activation experience thinks the authorization was found, but the wrapper could not verify it. | Activation error for Source-Connect 3.8 on Windows article. |
| Source-Connect | Alert: Unable to locate audio hardware. Make sure your hardware is connected and turned on. Click "OK" when the hardware is ready. | Unable to locate audio hardware article. |
| Q Manager | Alert: Warning! Login settings are invalid! Do you wish to continue? The Q Manager will not be functional without valid login settings. | "Login settings are invalid!" error in Q Manager article. |
| Source-Connect Link | An Audio Unit plug-in reported a problem which might cause the system to become unstable. Please quit and restart Logic Pro. | Logic Pro error when adding Source-Connect Link into a track. |
| Source-Connect | Audio output is not connected or being used by another program. | Audio output is not connected error message. |
| Source-Connect | ASIO Driver stopped working. Probably it has been lost. | "ASIO Driver stopped working" error message. |
| Source-Connect | Audio input is not connected or is used by another program. | Audio input is not connected error message. |
| Source-Connect | Audio stream has been rebuffered. Click on Help for further information. | Source-Connect Audio stream has been rebuffered article. |
| Q Manager | Cancelled by process on local side when importing data: no matching session found. Error code: 65937. | Q Manager error: No matching session found. |
| Source-Connect | Cortex XDR has blocked a malicious activity. Application name :Source Connect Standard. Developer: Source Elements. Attempted execution of WildFire detected malware. Please contact your helpdesk. | "Cortex XDR has blocked a malicious activity" error message |
| Q Manager | Communication error. Q Manager is unable to connect to the Source Elements server. Could you please check your Internet connection and try again? | Q Manager is unable to connect to the Source Elements server error message. |
| Source-Connect | ERROR #105: ReWire is not configured properly. | ReWire is not configured properly. |
| Source-Connect | ERROR #105: Remote Transport Sync is not properly set up. Please make sure the "SeRewire" module is active in your host software. In Pro tools it is accessed by placing the SeRewire instrument plug-in on a mono audio track. | Error 105 - Remote Transport Sync is not properly set up in your DAW. |
| Source-Connect | ERROR #106: Your remote partner has not yet selected the "RECEIVE" option in the Remote Transport Sync panel. | Remote user hasn't selected the "RECEIVE" option. |
| Source-Connect | ERROR #107: Your connection partner has not yet selected the "SEND" option in the Remote Transport Sync panel. | Error 107 - Remote user has selected the SEND option article. |
| Source-Connect | ERROR #112: The connection request from <username> has timed out. | The connection request from <username> has timed out. |
| Source-Connect | ERROR #113: Your connection request to <IP address> has timed out. | Your request to <IP address> has timed out. |
| Source-Connect | ERROR #114: Your connection request to <username> has timed out. | Your connection request to <username> has timed out |
| Source-Connect | ERROR #116: Unable to initialize the session. Please contact Support. | Unable to initialize the session error message. |
| Source-Connect | ERROR #117: <username> cannot accept a connection at this time. | <username> cannot accept a connection at this time. |
| Source-Connect | ERROR #117. <username> cannot accept a connection at this time. Connecting between stereo and surround 7.1 clients is disabled. | Connection between mono/stereo and surround 5.1/7.1 client is disabled article. |
| Source-Connect | ERROR #122: Because your port test failed, it is possible that you will not receive audio on your connection. If your Receive light does not blink when you are connected this is because of your network configuration. Click on "Help" for further information on how to resolve this issue. | Session establishment may be unsuccessful error message. |
| Source-Connect | ERROR #126: Your port has been verified. Please run the 'Port test' on the Settings panel before connecting. | Your port has not been verified error message. |
| Source-Connect | ERROR #127: Due to the network overload, RTS doesn't function properly. | Due to the network overload, RTS doesn't function properly. |
| Source-Connect | ERROR #150: Unable to start local IM server | Unable to start local IM server |
| Source-Connect | ERROR #151: Invalid target port number! | Invalid target port number! |
| Source-Connect | ERROR #152: Invalid target IP address! | Invalid target IP address! |
| Source-Connect | ERROR #153: The target IP address must be private address only! | The target IP address must be private address only. |
| Source-Connect | ERROR #154: Please check that the IP address is correctly entered | Please check that the IP address is correctly entered. |
| Source-Connect | ERROR #154: The part of target IP address is invalid! | "Target IP address invalid" error message. |
| Source-Connect | ERROR #156: <IP address> is busy and cannot connect at this time. Please try again. | <IP address> is busy and cannot connect error message. |
| Source-Connect | ERROR #157: IM Local server error (Error description). | IM local server error message. |
| Source-Connect | ERROR #158: Message client error (Undefined error: 0). | Message client error message. |
| Source-Connect | ERROR #159: Unable to connect to <IP Address> (Connection refused) | Unable to connect to <IP Address> address. |
| ERROR #159: Unable to connect to <IP Address> (No route to host) | ||
| ERROR #159: Unable to connect to <IP Address> (Operation timed out) | ||
| Source-Connect | ERROR #160: Unable to send message to <IP Address> (Error description) | Unable to send message to <IP Address>. |
| Source-Connect | ERROR #161: No private network found. No connection is possible. | "No private network found found" error message. |
| Source-Connect | ERROR #165: The IP address and port you are connecting to cannot be the same as your own IP address and port. | Error 165: The IP address and port you are connecting to cannot be the same article. |
| Source-Connect | ERROR #167: It looks like your session failed to start: probably your firewall or network configuration does not allow you to receive audio from your remote connection to your UDP ports. Please check your settings or contact Support for assistance. | It looks like your session failed to start. |
| Source-Connect | ERROR #168: <username> is not receiving data. This may be network or firewall related on either side of the connection. | <username> is not receiving data |
| Source-Connect | Error writing to file C:\Program Files (x86)\SourceElements\Source-Connect Standard\seaudio.dll. Verify that you have access to that directory. |
Source-Connect Standard 3.8 - Error writing to file |
| Source-Connect | Failed to open the audio device "FlexASIO" | "Failed to open the audio device" error for ASIO drivers. |
| Source-Connect | Failed to restore: Cancelled by process on local side: unknown internal error code. Error code: 131169. | Failed to restore - unknown internal error code article. |
| Source-Connect | Fatal Error - Source-Connect Standard 3.8 could not be loaded. Please contact the software publisher for support using this software. Error details: The PACE License Support software required to validate the license for this product is not running. Try restarting your computer. If that does not help, try uninstalling and then reinstalling the PACE License Support software. The latest installer can be found here: http://www.ilok.com | Source-Connect Standard 3.8 could not be loaded |
| Source-Connect | Fatal Error - Source-Connect Standard 3.8 could not be loaded. Please contact the software publisher for support using this software. Error details: Cannot find the auth as requested. | Source-Connect Standard 3.8 could not be loaded |
| Source-Connect | Fatal Error - Source-Connect Standard 3.9 could not be loaded. Please contact the software publisher for support using this software. Error details:boost::filesystem::create_directory: Permission denied: “/tmp/2d6ecfcc-fa30-487a-9169-d4a40f51f788” |
Source-Connect could not be loaded (permissions issue) |
| Q Manager | FTP Validation Error. Error 6: Unable to resolve host | FTP Validation Error 6 error message. |
| Q Manager | FTP Validation Error. Error 9: FTP access denied | FTP Validation Error 9 error message. |
| Q Manager | FTP Validation Error. Error 13: Error | FTP Validation Error 13 article. |
| Q Manager | FTP Validation error. Error 67: Password or login was not accepted by server. | FTP Validation Error - Error 67 - Q Manager article. |
| Q Manager | FTP Validation error. Invalid username or password. | Invalid username or password article. |
| Source-Connect | iLok server error: ObjectNotFound Error message is: No activation of specified auth found on location. The license activation process cannot continue at this time. | "No activation of specified auth found on location" error. |
| Source-Connect | License Error - Source-Connect Pro 3.8. The License Support software required to validate the license for this product is not installed. Please reinstall the product or download and run the License Support installer here: http://www.ilok.com | License Support software required to validate the license is not installed error message |
| All Products | No Internet Connection: Cannot connect to the software activation server because there is no Internet access available. Please check your cables and firewall settings before retrying. | "Cannot connect to the activation server" error message article. |
| Source-Connect | NOTICE. The selected network interface is not available anymore. You need to reconnect to your opponent. | Selected network interface is not available anymore - Source-Connect Error article. |
| Source-Connect | NOTICE. <username> requests a session with you. Connecting between stereo and surround 5.1 clients is disabled. | <username> requests a session with you. Connecting between stereo and surround is disabled article. |
| Source-Connect | NOTICE: Cannot establish a direct connection to your opponent. Source-Stream will be used instead. | Cannot establish a direct connection to your opponent. |
| Source-Connect | NOTICE: Connection to the Source Elements server is temporarily unavailable. Connection to Source Elements server is restored. | Connection is temporary unavailable and restored article. |
| Source-Connect | NOTICE: Opponent's Source-Connect is not compatible with your bitrate. Your bitrate has been automatically changed for compatibility. | Opponent's Source-Connect is not compatible with your bitrate article. |
| Source-Connect Link | NOTICE: Selected Source-Connect Link plug-in is Mono. The transmitted audio will be converted to Stereo to match Source-Connect. Q functionality will be unavailable. | NOTICE: Selected Source-Connect Link plug-in is Mono article. |
| Source-Connect Link | NOTICE: Selected Source-Connect Link plug-in is Stereo. The transmitted audio will be converted to Mono to match Source-Connect. Q functionality will be unavailable. | NOTICE: Selected Source-Connect Link plug-in is Stereo article. |
| Source-Connect | NOTICE: Source-Connect is mono to stereo converting | Source-Connect conversion notice. |
| Source-Connect | NOTICE: Unable to send message. Message is too long: IM messages are limited by 800 UTF8 characters | NOTICE: Unable to send message. Message is too long. |
| Source-Connect | NOTICE: Your contact is using Source-Connect Standard. This version does not support Replace. To use this option your connection partner would need to use Source-Connect Pro. | Source-Connect Standard does not support Replace article. |
| Source-Connect | No valid ASIO driver found. | Source-Connect: No valid ASIO driver found error message. |
| Q Manager | OFF: FTP validation failed | OFF: FTP validation failed - Q Manager article. |
| Q Manager | OFF: No FTP available | OFF: No FTP available - Q Manager article. |
| Q Manager | OFF: No username set | Q Manager: No username set" error message |
| Source-Connect | One of the selected audio devices does not support a sample rate of 48.0kHz. | One of the selected audio devices does not support a sample rate of <sample rate> error message. |
| Source-Connect | PACEEdenExperienceProxy: iLok Server error: ServerUnexpectedException Error message is: Caught an exception from a DB query. The license activation process cannot continue at this time. | Source-Connect Standard 3.8 could not be loaded |
| Source-Connect | PACEEdenExperienceProxy.exe - Application Error. The application was unable to start correctly (0xc000007b0. Click OK to close the application. | The application was unable to start correctly error message. |
| Source-Connect | Page fault in non-paged area | Windows error - Page fault in non-paged area |
| Q Manager | Q not present | Q Manager error: Q not present |
| Source-Connect | Q NOTICE: Incorrect Q Daemon communication mode is selected. Q functionality will be unavailable. | Q Notice: Incorrect Q Daemon communication mode is selected article. |
| Source-Connect | Q NOTICE: Q Restore & Replace is not compatible with channel converting. | Q Notice: Q Restore & Replace is not compatible with channel converting article. |
| Source-Connect | Q NOTICE: Q Restore & Replace is not compatible with sample-rate converting. | Q Notice: Q Restore & Replace is not compatible with sample-rate converting article. |
| Source-Connect | Q NOTICE: Unable to initialize Q protection. Q functionality will be unavailable. Please make sure your connection partner has configured the Q Manager correctly. | Unable to initialize Q protection article. |
| Source-Connect | Port not mapped | Port not mapped error message |
| Source-Connect | RTS: unavailable with SRC | RTS is not available when sample-rate converting article. |
| All Products | Server Unavailable. The server is currently unavailable. This may be due to a scheduled maintenance or a service outage of some kind. There is no estimate for when the server will be available. | iLok Server unavailable article. |
| Source-Connect | SE Source-Connect: Attention! This Source-Connect account is used on another computer. If you log-in the existing Source-Connect session will be disrupted. Would you like to proceed? | Account is used on another computer |
| Source-Connect | Selected bitrate is not supported by the AAC encoder at the current sample rate. The transmitted audio will be downsampled to 32kHz. | Selected bitrate is not supported error message. |
| Source-Connect | Source-Connect #112: The other party no longer waits for your response. | The other party no longer waits article. |
| Source-Connect | Source-Connect #120: Unable to connect to server! | Unable to connect to server |
| Source-Connect | Source-Connect #122 - Session establishment may be unsuccessful: connection test failed and session is not local. | Session establishment may be unsuccessful |
| Source-Connect | Source-Connect #123: Invalid username or password. Please click on Help for further information on how to resolve this issue. | Invalid username or password |
| Source-Connect | Source-Connect #124: Communication error | Communication error article |
| Source-Connect | Source-Connect #125: Communication error (Unknown error) | Communication error (unknown) article |
| Source-Connect | Source-Connect #162: Unable to get local IP address! | Unable to get local IP address! |
| Source-Connect | Source-Connect #180: Failed to retrieve configuration from the server. Please check your internet connection or click on Help for further information on how to resolve this issue. | Source-Connect #180: Failed to retrieve configuration from the server |
| Source-Connect | Source-Connect #181: No valid audio device found. Please ensure you have a valid audio device available. | No valid audio device found |
| Source-Connect | Source-Connect Pro X #183: No audio device has enough channels to support surround 7.1 mode. Source-Connect will switch to stereo mode. | No audio device has enough channels to support surround 7.1 mode article. |
| Source-Connect | Source-Connect Pro #184: Failed to resolve external IP address. Please check your internet connection or click on Help for further information on how to resolve this issue. | Failed to resolve external IP address. |
| Source-Connect | Source-Connect cannot be installed on Windows | Source-Connect cannot be installed on Windows |
| Source-Connect | “Source-Connect Standard Installer.pkg” can’t be opened because Apple cannot check it for malicious software. This software needs to be updated. Contact the developer for more information. This item is on the disk image “Source-Connect Standard 3.9.1.20 Installer.dmg”. Chrome downloaded this disk image today at 21:35 from <url>. | Source-Connect installer cannot be opened error message. |
| Source-Connect | “Source-Connect Standard” is damaged and can't be opened. You should move it to the Trash. | Source-Connect Standard is damaged error message. |
| Source-Connect | Source-Connect quit unexpectedly | Source-Connect Standard quit unexpectedly |
| Source-Connect | Source-Connect Standard 3.8: You cannot activate to this location. The validation locations are: iLok (1st and 2nd generation) | "You cannot activate to this location" error message |
| Source-Connect | Source-Connect Standard: There is a problem with this Windows installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor. | There is a problem with this installer package |
| Source-Connect | Source-Connect: Unable to open session. Do you wish to establish only text chat session? | Unable to open session error message |
| Source-Connect | System becomes unresponsive after trying to log in |
Source-Connect becomes unresponsive after trying to log in Source-Connect crashes after providing credentials |
| Source-Connect | The installation failed. The installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance. | “The installation failed error” message. |
| Source-Connect | The installation package could not be opened. Contact the application vendor to verify that this is a valid Windows Installer package. | "The installation package could not be opened" error message |
| Source-Connect | The last audio driver is not available. Would you like to continue and use Source Elements Audio Driver? | “The last used audio driver is not available” error message |
| Source-Connect | The path <sample path>\Source-Connect-Installer.msi cannot be found. Verify that you have access to this location and try again, or try to find the installation package 'Source-Connect-Installer.msi' in a folder from which you can install the product Source-Connect Standard. | The path to the Source-Connect Standard 3.8 could not be found. |
| All Products | The product license isn't in the correct iLok account | The product license isn't in the correct iLok account |
| Q Manager | The specified Q account is being used on another computer. The account cannot be used on two computers simultaneously. If you log in the Q functionality on another computer will be disabled. Would you like to log in? | Q account is being used on another computer |
| All Products | There is an unexpected issue with activating the license. Please contact sales for any questions at sales@source-elements.com. | "Unexpected issue with activating the license" error message article. |
| Source-Connect | There was an error while polling for your license library contents. The license activation process cannot continue at this time. | Error while polling for your license library contents - Source-Connect Pro X |
| Source-Connect | This installation package is not supported by this processor type. Contact your product vendor. | Error when installing Source-Connect in a Microsoft Surface tablet |
| Source-Connect | Unable to establish connection with Source-Connect Link plug-in: cannot sample rate convert between 48kHz and 44.1kHz. Please change your sample rate in Source-Connect or plug-in host. | Unable to establish connection with Source-Connect Link plug-in article. |
| Source-Connect | User privileges insufficient to start a low level driver | Insufficient privileges article |
| Source-Connect | Warning! After this parameter is modified, Source-Connect will need to be restarted. Would you like to proceed? | "Parameter modified" warning in Source-Connect article. |
| Q Manager | You do not have rights to write data to the selected Q Data folder. Please select another folder. | "You do not have rights to write data" Q Manager error message. |
| Source-Connect | Your PC ran into a problem and needs to restart. We're just collecting some error info, and then we'll restart for you. XX% complete. For more information about this issue and possible fixes, visit https://www.windows.com/stopcode. If you call a support person, given them this info: Stop code: DRIVER_IRQL_NOT_LESS_OR_EQUAL. What failed: xxxx xxxx xxxx xxxx" | DRIVER_IRQL_NOT_LESS_OR_EQUAL Windows error |