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KNOWN ISSUE: Computers with Intel 11th gen Core i-series CPU's can result in a failed audio or MIDI connection with Serato primary hardware

We are aware of an issue whereby some Windows 10 PC's equipped with 11th generation Core i-series CPU's can result in a failed audio or MIDI connection, causing Serato DJ Pro to be unable to connect to your Serato primary hardware.

We believe it is caused by an incompatible audio driver that comes preinstalled on computers with these chips, and resolving the issue requires updating this audio driver.

This issue can affect DJ hardware that uses audio and MIDI connections, from all different manufacturers, and while it doesn't affect all Windows computers with 11th generation Core i-series CPU's, reports from our customers indicate the problem is very common with computers equipped with these chips.
It can also affect software other than Serato DJ Pro, as well as hardware unrelated to Serato.

What does the issue look like?

You may see messages in the status bar of Serato DJ Pro indicating:

  • Failed to connect: Audio
  • Trying to connect... Connection failed

If you do not have an 11th generation Core i-series CPU, you will not be affected by this specific issue.
However, you can still follow steps from our Troubleshooting Connection Issues on Windows guide.

How do I determine I have an 11th generation Core i-series CPU by Intel?

  1. Click on the 'Start' button, and type dxdiag.
  2. Click on the 'DXDIAG' app result (pictured below):
    mceclip1.png
  3. Before you can see the System Information about your computer, you may see a prompt about whether Windows can check for signed drivers - dismiss this prompt, then look under the 'Processor' field (picture below) - looking out for 11th Gen Intel preceding the information:mceclip0.pngNOTE: In some cases the rest of the information in the example above may not exactly match, as i5 CPU's, as well as other variants of i7 11th Gen Intel CPU's also exist.

I've figured out I have an 11th generation Core i-series CPU by Intel, how do I resolve my connection issues?

  1. It's really important to make sure you've completed all steps from our Troubleshooting Connection Issues on Windows guide, as some computers' with 11th generation Core i-series do not appear to be affected, and regular troubleshooting might resolve the issue.
    Feel free to get in touch with our Support team if you're having trouble with any of these steps, here.
  2. If you've already completed all of the connection troubleshooting steps, check your computer manufacturer's website, for an updated audio device driver - and to try update it, if it's available.
    If you're unsure how to install it, an update does not appear to be available, or the update is installed and does not resolve the issue, the next step is to contact your computer manufacturer directly to inquire about the issue to see what other suggestions they may have.

    NOTE: Some computer manufacturers have not yet updated the problematic audio driver shipping with their computers. Unfortunately, there is nothing Serato can do to resolve your issue in this instance, however, we still recommend inquiring directly with your computer manufacturer, as increased demand for an updated driver may result in a faster audio driver update roll-out.