WING and SuperRack: device detected, but no input or return audio

WING and SuperRack: USB and SoundGrid paths

If SoundGrid shows gray devices or the ASIO driver appears without audio, check device detection, patching and audio transport separately. Identify the in-ear monitoring (IEM) signal paths as well.

These checks are proposed tests, not records of a tested setup. Record the results when you run them.

Choose the signal path before changing cables or software

The WING Compact product page distinguishes the USB interface from the internal AoIP-Dante and AoIP-WSG modules. Identify the installed module; an Ethernet control connection does not establish a SoundGrid audio connection. The AoIP-WSG manual, §§1–3, pp. 6–7 describes the module and requires installation by a certified service center.

Waves Performer, pp. 10/13, processes audio on the computer. Select its driver in Setup → Audio Setup → Device. SuperRack SoundGrid, p. 9, processes audio on the server. That manual also covers ASIO/Core Audio I/O. The table below identifies three paths to troubleshoot; it does not list every possible configuration.

Draw the send and return paths separately. Update the drawing if you change a port or application. Connecting a Dante card to the same switch as a server does not, by itself, provide conversion to SoundGrid.

USB detected but no audio: follow one channel from end to end

For WING, WING Compact and WING Rack, the October 20, 2025 manual for firmware 3.1, §5.5, p. 47 allows USB AUDIO configurations from 2×2 to 48×48. Section 5.4, pp. 39/41, distinguishes USB Audio, Module and Exp Card sources and uses ROUTING → OUTPUTS to assign sources to outputs. Check both the channel count and the source group: a channel number alone does not identify the path.

Proposed test: preserve the original file and select a known source with a visible level on the console. In ROUTING → OUTPUTS, record which USB output sends it to the host. Select that channel as the input to an empty Performer rack and check its meter. If the meter stays still, compare the console send and driver settings before adding plugins.

In Performer, pp. 13–14/35, select the driver and assign both the rack input and output. The device selection is stored in preferences, not in the session. Opening a different file may leave the previous driver selected.

For the return, record the rack output and select the corresponding USB return on a monitoring channel that does not send back to the same rack. If the rack output meter moves but the console channel receives nothing, check that part of the path. If the channel receives audio but you cannot hear it, continue tracing toward the destination. Record only what you observe, and keep the return from feeding back into itself.

SoundGrid: port selection, assignment and both sides of the bridge

In SoundGrid, pp. 14/40–44, select the LAN port and check LINK, SPEED, I/O availability and synchronization. Assigned or unavailable devices appear gray in the menu; a gray icon with N/A indicates a disconnected device. Record the status text and where it appears before deciding what caused it.

For AoIP-WSG, WING 3.1, §5.5, p. 44 defines Switched mode, with audio and control on both ports, and Separated mode, with control on the left port and audio on the right. The 2024 Quick Start Guide describes a redundant connection and uses WSG where the 3.1 manual lists Module. Follow the document for the installed version; the older wording does not establish redundancy in the current setup.

With the original Hear Technologies WSG Bridge, pp. v/11–14, connect Dante and SoundGrid to their respective sides. Dante Controller assigns channels; clock and sample-rate settings must match the selected configuration. The manual reserves a separate network connection for protocols other than SG. Keep the ports on the two cards distinct.

Using a copy of the setup away from the live system, trace one source through the rack and back. Record the first point with no signal without clearing all assignments. If the I/O is missing, resolve its availability first. If it is visible and synchronized, compare the planned patch with the displayed assignments.

For that original bridge with V13 or later applications, Waves support, October 8, 2024 distinguishes the main-board firmware from the WSG card firmware; it specifies main-board v4.6 and an update to the card. The maintenance USB port is not equivalent to WING’s USB audio interface. Check versions and compatibility before scheduling an update outside the event. This guide does not document a hardware update performed by GLMedia.

Playback from the same PC: separate playback from plugin processing

First identify whether the player is not playing, the rack receives no signal, or the return path fails. Record the player, its output device, the driver selected in Performer and the channels used.

Run two tests away from the live system. First, play through the selected output with Performer closed and record where the signal appears. Then open Performer and repeat the same playback. If only the second test fails, save both configurations and check whether the driver supports simultaneous use. That change alone does not identify the cause.

If you propose an alternative playback path, reserve its channels and check the level, noise and destination before the event.

Before changing the entire system, provide support with the operating system and version, application, driver, ports and signal-flow drawing. Keep the working audio system available while preparing a test of the alternative.

Diagnostic worksheet and operator handover

Complete the WING–SuperRack worksheet with the file, firmware, build, driver, module, patch and result of each test. Leave result fields blank until you run the tests. If a setting changes, save a new revision and a screenshot of the previous state.

During preparation, watch for confusion between USB Audio and USB Player, an I/O device that appears in the menu but has not been assigned, or a return traced from the wrong channel. Use the worksheet table to mark the first stage that still needs checking instead of changing every path at once.

For cue changes, see Performer routing and snapshots; for clocking, see Dante audio dropouts. Agree on a backup path with the operator of the event sound system before rehearsal.

If audio passes but the vocal return is late, use the Performer latency and returns guide. It covers buffer size, plugins and alignment, with a separate rehearsal worksheet.