The input and output channels from my 2nd Symphony I/O module don't show up

If you have installed a 2nd i/o module in your Symphony I/O and the input and output channels are not showing up in Apogee Maestro or in your DAW, there are a few things to check:

  1. First, launch "Apogee Maestro 2" from your Applications folder. Go to the "Input Routing" and "Output Routing" tabs. Click the "Reset Routing" button in each of these tabs. Do the channels for the 2nd module show up now? If so, the issue is now resolved and you can ignore the rest of this post. If not, proceed to the next steps.
  2. With your Symphony I/O connected to your Mac via USB, launch the "Symphony I/O Firmware Updater" app from Applications Utilities. Check to see that all the versions are current. If it gives you the option to update, then update by following the instructions in this link: Updating firmware. If it only gives the options to "force-update" or "quit", then confirm that the version for the "secondary i/o module" actually shows up and does NOT show "N.A." or "0". If it is showing the firmware version properly, quit the updater. If it shows "N.A." or "0", then quit the updater and proceed to the next step. Do not force-update.
  3. You may need to confirm that the 2nd i/o module is connected properly to the Main board. If you feel confident opening up the unit, proceed with the instructions. If not, you will need to have an Apogee dealer do this or send it in for a repair.

Instructions for checking ribbon cable

  1. Unplug power from Sym I/O
  2. Remove screws and lid from Sym I/O chassis
  3. Gently pull up a little with your thumbs on each side of the ribbon cable connecting the i/o module to the Main board until you're able to pull the ribbon cable out. Do this to both ends of the ribbon cable and remove it from the connector.
  4. Please note whether the ribbon cable is gray or black. If it is black, you will need to contact our Tech Support and request a gray ribbon cable.
  5. If the ribbon cable is gray, carefully set the ribbon cable back into place, making sure to line up with the pins in the connector. Gently push on each end until the ribbon cable is FIRMLY in place... if it's not pushed down all the way, the boards won't power up correctly.
  6. Put lid back on chassis and plug power back into unit.
  7. Once the unit is powered up, launch "Apogee Maestro 2" from your Applications folder and click "Reset Routing" in both the "Input Routing" and "Output Routing" tabs.