Help with Focusrite Scarlett 18i20

Hey Sonar Geniuses,
 
I need help.  I just purchased a Focusrite Scarlett 18i20 and the preamps sound awesome and the playback even sounded better than my previous interface (Roland Quad Capture) until this problem arose. I never had any problems with the quad capture, however after trying to get the scarlett all set up I'm having major issues.  I contacted Focusrite earlier today and am waiting for a reply but I thought it wouldn't hurt to see if any of you Sonar Geniuses had any advice.
 
I'm running Sonar Producer X3e on a 64-bit Windows 7 computer with 8 GB of ram and a 2.7 gHz AMD Phenom II 6-core processor. Recording at 24-bit, 96k sample rate. ASIO driver.
 
The Focusrite Scarlet 18i20 makes a pop noise and all audio output drops out.  The unit and computer both see it as still connected and the included MixControl software and the LED indicators on the unit show input signals, but no audio will go through the output.  Occasionally there are other pop noises during playback as well but once it stops playback I have to re-start sonar and reboot the Scarlett.  This happens many times within an hour and is becoming a real problem. I have tried adjusting the buffer size but have had the same problems on all settings, even maxed out.  I have never had any problems with my old quad capture and I was also recording at 24-bit, 96k.  I really like the Focusrite Scarlett so I hope this is just a minor problem that can be fixed.
 
Any help would be greatly appreciated.
 
Thanks,
AR
 

T

How's that for tech support.  Way to go Matt/Focusrite.

To follow up withmy original post, Focusrite rules! My problem is now resolved and the unit is working fearlessly. Matt from Focusrite responded to my original problem extreamely quick and was very fast to respond to all my emails. He also put a lot of time and effort into helping me troubleshoot the problem untill I was 100% satisfied. The Focusrite Scarlett 18i20 sounds great and now I know that Focusrite has excellent customer service to back it with. With fast response times, a legitimate interest in helping me out, and a thorough follow up to every inquiry I had, Matt has provided me with the best customer service I've ever had. Thanks a ton Matt! And thanks a lot Focusrite. You guys rock!

My issue ended up being a bad USB cable but it sounds like yours is different.

I think your problem might be with buffer settings. I can monitor with echo in Sonar with nearly no latency if my ASIO buffer settings in MixControl are low (I usually track with 2 ms). Sometimes I do have to restart Sonar to get buffer setting changes to kick in though. Also, MixControl has a "routing preset" called "DAW tracking" that works fine for me to get my monitoring from Sonar. The "zero latency tracking" preset also works for me if I want the direct signal monitored without Sonar processing it.

I'm pretty proficient with my 18i20 and Sonar now so I should be able to help you out, but I do encourage you to give their tech support a try befor you decide to return the product if I can't help you resolve this. I have used their tech support for some other issues and have been completely amazed at how awesome they are every time. They get back to me quick and really made it apparent that they stand by their product and are there for their customers. In fact, I've never experienced such great customer service and support from any other company.

Please let me know if this helps at all and keep me posted. I love my Scarlett and have no doubts that you'll love yours as well.