Audio dropouts with the standalone app (clicks and pops)

Known issue 
Article updated: Sep 06, 2023
Resolution date/version: TBD

Status update for macOS users: issue resolved
Resolution version: 5.7.3.17 - download center
Release date: Sep 06, 2023 - release notes

Clicks and pops

We are aware of an issue where there are audible clicks and pops or scrambled output when using the SoundID Reference standalone app. This happens when there is an audio stream/buffer sample value mismatch -resulting in audio artifacts. Our developers are looking into it and working on a fix. Please follow the workarounds below. 

Workarounds

Windows

1. Check for OS updates, make sure your computer is up to date
2. Update your audio interface drivers and firmware
3. Update/reinstall USB drivers - visit the website of your computer brand, and check for available driver downloads
4. Switch the sample rate to 44.1 kHz on your audio device and make sure it matches in the audio settings
5. Set the power settings on your computer to high performance (Best Performance)
6. Adjust the Buffer size settings in the SoundID Reference standalone app
7. Try using the APO driver
8. We recommend checking for audio interface driver and firmware updates, as well as the computer built-in audio driver updates such as Realtek audio drivers

Note: APO driver installs a new format of sound processing instance directly in the Windows Audio Engine, not a virtual output device as in the other driver types supported in SoundID Reference. This means you'll have system output calibration only and APO is a low-latency driver. 

macOS

Install the latest version, 5.7.3.17. 

1. Check for OS updates, make sure your computer is up to date
2. Update your audio interface drivers and firmware
3. Switch the sample rate to 44.1 kHz on your audio device and make sure it matches in the audio settings
4. Set the power settings on your computer to high performance (Best Performance)
5. Adjust the Buffer size settings in the SoundID Reference standalone app
6. Access Audio/Midi settings and check if you have an Aggregate Device set up? Remove the Aggregate Device
7. By default the buffer size, value is set to 512. We recommend increasing the buffer size samples value, however, it's worth decreasing the buffer size up to 128 to see if the issue has been resolved

Buffer Size adjustment

1. Access your Output Device Settings, click on the "..." (action button) at the right side of your output device and select Device settings
2. Click on the dropdown menu under 'Buffer size, samples' to select a new value
3. Select a higher value (e.g. 512 to 1024)
4. Playback media to see if the issue has been resolved
5. If the issue persists, select the next (higher) Buffer size value

Note: If you have reached the highest setting on the Buffer size and the issue is ongoing, we recommend adding a Safety buffer size value