Users experience periodic audio and video dropouts when receiving Source-Connect calls

Source-Connect | 4.x | Windows / macOS

Description

When receiving a Source-Connect call while using Pro Tools Aux I/O for routing, users are experiencing:

• Audio dropouts occurring every 12-15 seconds
• Dropout duration of approximately 1.5-3 seconds
• Simultaneous video pauses during audio dropouts
• Issues specifically when using Sync/RTS/Timecode features while chasing

Notably, when Sync/RTS/Timecode is turned off and the same session is played, the dropouts do not occur.

Cause

This issue is typically caused by using Pro Tools Aux I/O for routing Source-Connect audio when Sync/RTS/Timecode is engaged. The combination of Aux I/O routing and timecode synchronization can create timing conflicts that result in periodic dropouts.

Actions

If you are experiencing these symptoms, we recommend trying Source-Nexus Suite as a replacement for Aux I/O routing. Source-Nexus provides direct plugin-based routing that avoids the timing conflicts associated with Aux I/O.

To resolve this issue, consider using Source-Nexus Suite instead of Aux I/O routing:

1. Source-Nexus I/O plugin provides direct audio routing without requiring Aux tracks
2. This eliminates the timing conflicts that cause dropouts when using Sync/RTS/Timecode

You can request a trial of Source-Nexus Suite here to test if this resolves your issue

If the issue persists after trying Source-Nexus Suite, please contact Source Elements Support for further assistance.