Hey,

I have bought the Minimoog synth for about a month now and got Polymax a few days ago.
Since, I have been unable to successfully download and install the softwares on my computer. When I proceed to do so through UAConnect, it starts to download, then, stops when it reaches the "moving" part and I get a message "Something went wrong, let's try something else". Well, nothing worked so far.

I have been in touch with two people from UAD's support who (surprisingly!?) try to help with no success. The solution so far which is a rough patch, was having them sending me the needed files without having to download them. It then works on my computer. I am still in touch at the moment with one of their support guy but no solution yet.

We followed all the normal steps in this kind of case, uninstall all UAD stuff, ilok, protection softwares, nothing worked. I pointed out to them that someting that I noticed is that in my Windows services, the Universal Audio Helper service is stopped and refuses to start when needed. I get an error 2.

I subscribed to UAD Spark trial a few months ago and it worked normally.

I am on PC, Windows 10 pro 22H2. If anyone can help...

Regards

 

Yes, I had same issues on Win 10, then tried on Mac M1. On Mac it works. But I didn't find anything interesting in Polymax so I stoped trying to install it on Win.

 

I had a problem installing their mac software once, and they actually had an app specifically to cleanup a failed mac install on their website.

I do not use Windows, so this is a wild guess. But when you got the "Problem" message, and then started uninstalling and reinstalling things; it reminded me of the experience because it was no fun. Their little cleanup program fixed it and let me install. If I was on Windows and had it happen, I would be removing anything you are trying with Revo Uninstaller. That way, I would not suspect any remnant files from the failed installation were leftover and somehow causing my problem.

Maybe you already tried this, or maybe it will not work either.

 

Thanks for your answer.
Revo Uninstaller is my goto soft for this kind of task. So, yes, when asked, this is what I have used (several times now) when they asked me to clean up. Nothing worked.

 

I had issues authorising, but not with installing when trying out the Spark sub. Mine was partly due to UA Connect issue that UAD resolved in a updated (but refused to admit they fixed something that made a difference). However, I've since also realised that is you install your VSTs anywhere except the default location, UAConnect doesn't like it in terms of installing and authorising them. Just throwing it out there in case you save your VSTs in a non-default location. This also happens when using hardlink junctions too, so UA knows it's not the default and refuses to work, despite ALL other plugin manufacturers and WIndows itself recognising the junction as the default location for any file pointing and directing.

 

For me, in the same configuration, everything is installed normally and everything works normally. UAHelperService is stopped even when everything is working - so you don't need to worry about that. Do you have any UAD hardware that you use with Spark? If you don't have it, try installing UAD software 10.2.4 regardless. The latter is just a guess, because I also have a UAD-2 OCTO USB in the system.

 

Thanks for the reply
Yes, my vst3 folder was symlinc'ed, we corrected that but still no success. It was symlinc'ed already when I used the trial and worked anyway. Do I need to do anything in the registry after "unsymlinc'ing" a folder?

 

Thank you for the reply.
Now that I know that UAHelper is not the source of the issue, I worry even more since it seemed like nothing else was causing the problem.
I do not have any UAD hardware (nor Spark, I just have single synths no subscription). Are you implying that I should try and install the UAD software anyway?

 

guess #2:

So this is a progress bar first, fails at the same spot (roughly), and then gives you the error? And it has done this same thing, same spot, on multiple tries? When you look at just what I quoted, it sounds like it is doing some disk operations to put the installation/files in the correct spot ( or into the wrong one ) and then failing. Is it maybe trying to write things to the ssd/hdd, but fails due to a disk access/permissions issue on the directory/folder/drive it is trying to put the data into? Another thing to look at, is does your original symlink have it now looking to an invalid location still?

Your UAConnect program needs read/write access permissions to that location. Have you tried it with your firewall disabled? ( my iLok sometimes does this "stuck behavior" with it enabled). Do you firewall-in (block) applications and plugins by setting up rules for each individual thing? UAConnect needs to be allowed out, if it is being used to download anything. Did you remember to remove Spark and other "trial" programs/plugins with Revo when you got rid of it? Verified correct passwords for any involved?

I would also force quit that helper application before doing any installation attempts, if it is already running but stuck/crashed anyway.

Have you seen anyone mention the plugin working on your version of windows?

 

Yes, it downloads first then near the end, it says "moving" and just stops a box opens saying let's try something else. I repeated the same action with different scenarii probably more than 50 times now with the same result every single time.
I am not sure what you mean by my symlink looking to an invalid location still. It worked fine with Spark trial, with all my other plugins (and I have a bunch...) before and even now after putting it back to its original location. Everything but the UAD ones.

I do not know how to give access permission to UAC.
About firewall, we tried to clean install UAC and ilok with all my protection softs removed and I mean everything. I felt naked for a minute. Well it did not work either. I also did not have anything from UAD left on my computer, we made sure of it.

Everytime I forced quit the helper it closed all UAC other task manager processes.

Lastly, I haven't seen anyone mentioning this problem on my version of windows.

 

Neither have I. I would quickly look for bug reports of real problems. That would be shortest/fastest route answer. But I would not spend a lot of time on the plugin end. I would look at that botched install or errors as the source of my problem.

 

Last edited: Aug 24, 2023

Will do!
Thanks for your time.