Has anyone experienced any problems with UAD's UA Connect software on macOS?
It used to wprk great but recently gave me thge error message when opening:
"Issue authenticating with UA cloud"

I have now been back and forth with UAD support for a month now unable to fix this?

They have had me uninstall and reiinstall, manually enable the helper and even asked me to update maacOS - which isn't an option.

I have a pile of UAD Spark plugins that I currently can't use!

Many thanks for any suggestions!

 

Spoiler: Source: CHatGPT KI

✅ 1. Ensure iLok License Manager is Installed and Running
UA Connect relies on iLok for license management. If iLok isn't properly installed or isn't running in the background, it can cause authentication issues.Universal Audio Unterstützung+8Universal Audio Unterstützung+8Reddit+8

• Install or Reinstall iLok License Manager: Even if you don't use iLok for other purposes, installing or reinstalling the iLok License Manager can resolve underlying issues.Universal Audio Unterstützung
  
  
• Check iLok Background Processes: Ensure that iLok processes are running in the background. Some users have found that iLok elements can be inadvertently disabled, leading to problems with UA Connect. Universal Audio Unterstützung+9Reddit+9Reddit+9Reddit
  

2. Manually Enable the UA Connect Helper Tool
The UA Connect Helper Tool is essential for the application to function correctly. If it's disabled, you might encounter authentication errors.Universal Audio Unterstützung+1Universal Audio Unterstützung+1

1. Open Terminal (Applications > Utilities > Terminal).Reddit+1Universal Audio Unterstützung+1
   
   
2. Run the following command:Reddit
   
   bash
   sudo launchctl enable system/com.uaudio.bsd.helper

1. Enter your administrator password when prompted.Reddit
   
   
2. Restart your Mac.
   
   
3. Open UA Connect and check if the issue persists. Universal Audio Unterstützung
   

3. Check macOS Privacy & Security Settings
macOS may block certain components from running, especially after updates.

1. Go to System Settings > Privacy & Security.Universal Audio Unterstützung+2Universal Audio Unterstützung+2Universal Audio Unterstützung+2
   
   
2. Scroll down to the Security section.
   
   
3. If you see any prompts related to Universal Audio or iLok, click Allow. Universal Audio Unterstützung+10Reddit+10Reddit+10
   

4. Clean Reinstallation of UA Connect
A fresh installation can sometimes resolve persistent issues.

1. Quit UA Connect if it's running.Universal Audio Unterstützung+8Universal Audio Unterstützung+8Universal Audio Unterstützung+8
   
   
2. Uninstall UA Connect by dragging it to the Trash.Universal Audio Unterstützung
   
   
3. Delete related files:Universal Audio Unterstützung
   
   • /Library/PrivilegedHelperTools/com.uaudio.bsd.helperUniversal Audio Unterstützung+2Universal Audio Unterstützung+2Universal Audio Unterstützung+2
     
     
   • /Library/LaunchDaemons/com.uaudio.bsd.helper.plistUniversal Audio Unterstützung+1Reddit+1
     
     
   • ~/Library/Application Support/Universal Audio/UA Connect
     
4. Reinstall the latest version of UA Connect from the official website. Universal Audio Unterstützung+3Universal Audio Unterstützung+3Universal Audio Unterstützung+3
   

️ 5. Disable Conflicting Software
Certain third-party applications can interfere with UA Connect's operation. Temporarily disabling or uninstalling them might help identify the cause:

• System cleaners (e.g., CleanMyMac X, App Cleaner)Universal Audio Unterstützung+1Universal Audio Unterstützung+1
  
  
• Antivirus software
  
  
• VPN applications
  
  
• Firewall or network monitoring tools
  

After disabling, restart your Mac and check if UA Connect functions correctly. Universal Audio Unterstützung

6. Update or Reinstall macOS (If Possible)
While you mentioned that updating macOS isn't an option, it's worth noting that some users have found that updating or reinstalling macOS can resolve underlying compatibility issues with UA Connect. If you reconsider, ensure you back up your data before proceeding.

 

Many thanks for all these options - a few I hadn't tried but sadly still no joy :-(
Any more suggestions please?

 

have you tried uninstalling and reinstalling the app?? there might be a problem with the package

 

What MacOS version are you on? It still shows a minimum MacOS version requirement of Catalina 10.15. There is no reason you should need to update beyond that, unless you want to for other reasons.

I would remove their UA Connect software completely (check your pm box in a few minutes). Reinstall it cleanly after that. If you have other functioning legit iLok plugins, I would skip screwing around with it. At least until you have to, later on. Same thing with the plugins. I would only screw with UA connect until you have ruled out it being your problem.

What firewall are you using? If LuLu, it's probably not your problem. But if you want, you can export your rules; and then reinstall it in like 5 minutes. If you are using Little Snitch, that firewall is very capable of really screwing around with you. Even experienced users. You can go through some basic steps to ensure your rules are not the problem. If you need to get too far into it, save and pave.
I would export your ruleset, and uninstall it completely. Reboot. You can easily put it back later if you fix your UA problem first. 5 minutes to reinstall it too.

If you uninstall and reinstall UA Connect, you might want to remove all the UA plugins. First, you can try moving them to a folder on your desktop out of your /components folder or /vst3 if you use that format. After that, I would use Wide Blue Sound Audio Plugin uninstaller to remove them all cleanly, including all .plist files and everything. It is very comprehensive about finding everything to remove.

Unless you have completely broken something in MacOS this should take you about an hour to fix, max. Easier than when Little Snitch screws up your torrent client, by a lot.

 

Rule #1 of support emails or request:

• What are your specs? (OS version and processor type and model)

I experienced the exact same issue you describe when I upgraded my Intel Mac from Mojave to Ventura. I immediately emailed UAD (see below) - I don't recall exactly what solved the issue, but I followed the email to the letter, and it worked.

Here's the support bot conversation and support email response - don't skip any steps - I hope this helps:

Adam B (Universal Audio)
Aug 15, 2024, 4:16 AM PDT ​

Hi Axel,

Thanks for reaching out to Universal Audio.

First, please try all the troubleshooting steps in this article:

• Troubleshooting UA Connect Launch Issues

If you are still having issues, uninstall iLok License Manager following these instructions:
How to Uninstall and Reinstall the iLok License Manager

Next, un-install and re-install UA Connect:
(Mac) UA Connect + UADx Uninstall / Reinstall Procedure

If you continue to have issues refresh your iLok cloud session using these steps:
Troubleshooting Native UAD Activation Issues (and Blurred GUI)

If the issue persists, please attach the following logs folders (Universal Audio, Diagnostic Reports, and iLok License Manager) after you Zip (compress) them:

​

1. 
   
   
   • Universal Audio > ~/Library/Logs/Universal Audio
   • Diagnostic Reports > ~/Library/Logs/DiagnosticReports/
   • iLokLicenseManager > ~/Library/Logs/Eden/iLokLicenseManager
     

Note: To access ~/Library/Logs/ (which is hidden by the OS), hold down the Option key while clicking on the Go menu in the Mac Finder (in the Menu Bar at top of screen when Finder is in the foreground).

When Option is pressed while viewing the Go menu, "Library" becomes visible in the menu so the hidden folder can be opened.

Mac System Report (SPX) File on macOS 13 Ventura
​

1. 
   
   
   • Click on the Apple () Menu > About This Mac > More Info...
   • Scroll to the bottom of the General panel and click System Report
   • Go to the File menu (in the top menu bar) > Save
   • Attach the saved .spx file to your reply

Best Regards,​

Adam
Customer Care
Universal Audio​

I'm also pasting here my exchange with their bot:

BOT: If the **UA Cloud Helper Tool** is not running in the background tasks of your computer, you can manually enable it:
BOT: ### macOS
BOT: 1. Disable your 3rd-party "system cleaner" software.
2. In macOS Finder, click the **Go** menu and select **Utilities**.
3. From the Finder window that opens, launch the Terminal app.
4. Copy the command below, paste it into Terminal, and press Enter:
BOT: ```sudo launchctl enable system/com.uaudio.bsd.helper```
BOT: 5. Enter your Mac user password when prompted, and press Enter.
6. Restart your computer.
7. Open **UA Connect**.
8. In UA Connect, uninstall the item you couldn't download from its **** options menu.
9. In UA Connect, download the item again.
BOT: For more detailed troubleshooting steps, you can check the guide here:
BOT:
https://help.uaudio.com/hc/en-us/articles/20005287964180-Troubleshooting-UA-Connect-Launch-Download-Issues​

And:

BOT: You can try uninstalling and reinstalling UA Connect on macOS. Here are the steps:
BOT: 1. Quit UA Connect (if running) by clicking the UA Connect icon in the top menu bar and selecting “Quit UA Connect”.
BOT: 2. In macOS Finder, navigate to the Applications folder and drag UA Connect to the Trash.
BOT: 3. Navigate to **Macintosh HD/Library/PrivilegedHelperTools/** and delete the file **com.uaudio.bsd.helper**.
BOT: 4. Navigate to **Macintosh HD/Library/LaunchDaemons/** and delete the file **com.uaudio.bsd.helper.plist**.
BOT: 5. Open macOS Finder and press CMD+SHIFT+G to launch the “Go to the folder” search bar. Type or copy and paste **~/Library/Application Support/Universal Audio** and press Go.
BOT: 6. Drag the "UA Connect" folder to the trash.
BOT: For more detailed steps, you can check the guide here:
BOT:
https://help.uaudio.com/hc/en-us/articles/5172373030804-UA-Connect-Native-UAD-Uninstall-Reinstall-Procedure-macOS​

And:

BOT: It sounds as though you may need further assistance. So that our Customer Care team can assist you best, please provide the following information:
BOT: What's your name?
USER: Axel
BOT: What's your email?
USER: axel@_______.com
BOT: Kindly take a moment to compose a clear summary of your issue - providing such detail will enhance the ability of the representative handling your case to assess the issue effectively.
If you are writing in about a specific device, please include the exact model.
USER: Mac OS 13.6.1 (22G313)
BOT: What category best relates to your issue?
USER: Selected: I need help with a product
BOT: Which product are you having an issue with?
USER: Selected: UA Connect
BOT: What OS are you on?
USER: I just told you, three answers above this one
SUMMARY: UA Connect is not working, not launching or opening. I tried rebooting, turning off wifi and back on, downloaded and installed and overwrote the old UA connect with the new one - it just won't open.​

 

I have the current version of UA connect running on i7 intel running Ventura 13.7.6. No problem whatsoever.

 

Yes I have - many thanks.

 

I’m having the exact same issue, but on Windows 11. The main problem is with that damn iLok. I even signed out of iLok Cloud, and now I can’t even sign in normally anymore. I’ve uninstalled both iLok and UA Connect multiple times, even using Revo Uninstaller, but the problem still persists. It’s really disappointing that Universal Audio shows no respect to its users and only seems to care about selling products without providing proper support.

 

Spoiler: Source - ChatGPT KI

✅ 1. Clear All iLok/UA-Related Caches and Residual Files
Even Revo might miss some deeply buried iLok/UA files.

Steps:

• Manually delete leftover folders after uninstalling:
  
  • C:\Program Files (x86)\iLok License Manager\
    
    
  • C:\ProgramData\PACE Anti-Piracy\
    
    
  • C:\Users\[Your Username]\AppData\Local\PACE\
    
    
  • C:\Users\[Your Username]\AppData\Roaming\PACE\
    
    
  • C:\ProgramData\Universal Audio\
    
    
  • C:\Users\[Your Username]\AppData\Roaming\Universal Audio\
    
    
  • C:\Users\[Your Username]\AppData\Local\Universal Audio\
    

⚠️ Make sure hidden folders are visible (View > Hidden items in File Explorer).

✅ 2. Run as Administrator + Compatibility Mode
Right-click both iLok License Manager and UA Connect, and:

• Select Properties > Compatibility
  
  • Check “Run this program as an administrator”
    
    
  • Try Windows 10 compatibility mode, even on Windows 11
    

✅ 3. Install iLok First, Then UA Connect
Order of installation can weirdly affect licensing:

1. Install iLok License Manager (latest version)
   
   • From PACE’s site
     
2. Reboot
   
   
3. Launch iLok and log in (do not launch UA Connect yet)
   
   • If login fails, continue to Step 4
     
4. Then install UA Connect
   

✅ 4. If iLok Cloud Login Fails
Try logging in to iLok License Manager from another system or using a VPN. Sometimes firewall or DNS issues interfere.

Also:

• Disable VPN, Firewall, or antivirus temporarily during login
  
  
• Try changing DNS to 1.1.1.1 (Cloudflare) or 8.8.8.8 (Google)
  

✅ 5. Re-register your PC in iLok

• Log in at iLok.com
  
  
• Under My Account > Manage Activations, deactivate any ghost devices
  
  
• Re-link your current machine once iLok Manager allows you to log in
  

✅ 6. Try a System Restore or New Local Admin Account
If the issue is rooted in user profile corruption:

• Try creating a new local admin user and install iLok/UA from there
  
  
• Or, if recently working, try System Restore to before the issue began
  

Final Resort: Contact PACE Support
UA support may be slow, but PACE Anti-Piracy (makers of iLok) are usually faster and more focused on resolving licensing bugs:

• https://www.ilok.com/#!support-ticket

 

If the "main problem is with that damn iLok," why blame Universal Audio?

That's really misrepresenting the facts. I had the exact same issue, and Universal Audio responded promptly: first with their Bot, and then by email, from Adam B (see below).

Adam B (Universal Audio)
Aug 15, 2024, 4:16 AM PDT ​

Hi Axel,

Thanks for reaching out to Universal Audio.

First, please try all the troubleshooting steps in this article:

• Troubleshooting UA Connect Launch Issues

If you are still having issues, uninstall iLok License Manager following these instructions:
How to Uninstall and Reinstall the iLok License Manager

Next, un-install and re-install UA Connect:
(Mac) UA Connect + UADx Uninstall / Reinstall Procedure

If you continue to have issues refresh your iLok cloud session using these steps:
Troubleshooting Native UAD Activation Issues (and Blurred GUI)

If the issue persists, please attach the following logs folders (Universal Audio, Diagnostic Reports, and iLok License Manager) after you Zip (compress) them:​

1. • Universal Audio > ~/Library/Logs/Universal Audio
   • Diagnostic Reports > ~/Library/Logs/DiagnosticReports/
   • iLokLicenseManager > ~/Library/Logs/Eden/iLokLicenseManager

Note: To access ~/Library/Logs/ (which is hidden by the OS), hold down the Option key while clicking on the Go menu in the Mac Finder (in the Menu Bar at top of screen when Finder is in the foreground).

When Option is pressed while viewing the Go menu, "Library" becomes visible in the menu so the hidden folder can be opened.

Mac System Report (SPX) File on macOS 13 Ventura​

1. • Click on the Apple () Menu > About This Mac > More Info...
   • Scroll to the bottom of the General panel and click System Report
   • Go to the File menu (in the top menu bar) > Save
   • Attach the saved .spx file to your reply

Best Regards,​

Adam
Customer Care
Universal Audio​

I'm also pasting here my exchange with their bot:

BOT: If the **UA Cloud Helper Tool** is not running in the background tasks of your computer, you can manually enable it:
BOT: ### macOS
BOT: 1. Disable your 3rd-party "system cleaner" software.
2. In macOS Finder, click the **Go** menu and select **Utilities**.
3. From the Finder window that opens, launch the Terminal app.
4. Copy the command below, paste it into Terminal, and press Enter:
BOT: ```sudo launchctl enable system/com.uaudio.bsd.helper```
BOT: 5. Enter your Mac user password when prompted, and press Enter.
6. Restart your computer.
7. Open **UA Connect**.
8. In UA Connect, uninstall the item you couldn't download from its **** options menu.
9. In UA Connect, download the item again.
BOT: For more detailed troubleshooting steps, you can check the guide here:
BOT:
https://help.uaudio.com/hc/en-us/articles/20005287964180-Troubleshooting-UA-Connect-Launch-Download-Issues​

And:

BOT: You can try uninstalling and reinstalling UA Connect on macOS. Here are the steps:
BOT: 1. Quit UA Connect (if running) by clicking the UA Connect icon in the top menu bar and selecting “Quit UA Connect”.
BOT: 2. In macOS Finder, navigate to the Applications folder and drag UA Connect to the Trash.
BOT: 3. Navigate to **Macintosh HD/Library/PrivilegedHelperTools/** and delete the file **com.uaudio.bsd.helper**.
BOT: 4. Navigate to **Macintosh HD/Library/LaunchDaemons/** and delete the file **com.uaudio.bsd.helper.plist**.
BOT: 5. Open macOS Finder and press CMD+SHIFT+G to launch the “Go to the folder” search bar. Type or copy and paste **~/Library/Application Support/Universal Audio** and press Go.
BOT: 6. Drag the "UA Connect" folder to the trash.
BOT: For more detailed steps, you can check the guide here:
BOT:
https://help.uaudio.com/hc/en-us/articles/5172373030804-UA-Connect-Native-UAD-Uninstall-Reinstall-Procedure-macOS​

And:

BOT: It sounds as though you may need further assistance. So that our Customer Care team can assist you best, please provide the following information:
BOT: What's your name?
USER: Axel
BOT: What's your email?
USER: axel@_______.com
BOT: Kindly take a moment to compose a clear summary of your issue - providing such detail will enhance the ability of the representative handling your case to assess the issue effectively.
If you are writing in about a specific device, please include the exact model.
USER: Mac OS 13.6.1 (22G313)
BOT: What category best relates to your issue?
USER: Selected: I need help with a product
BOT: Which product are you having an issue with?
USER: Selected: UA Connect
BOT: What OS are you on?
USER: I just told you, three answers above this one
SUMMARY: UA Connect is not working, not launching or opening. I tried rebooting, turning off wifi and back on, downloaded and installed and overwrote the old UA connect with the new one - it just won't open.​

 

There is 0 problem with iLok on Mac. Well, maybe for them; but not for us. Your problem on a completely different operating system may have similarity to this one, but that is due to a problem in the chair.