axe i/o wont output processed sound via amplitube 5 max

[xsk3l3t0rx]

i am asking for assistance on behalf of my friend. i just talked him into getting the amplitube 5max bundle with the axe i/o interface, but we cant get his setup working on his computer. i connected it to my system at home and the axe works perfectly for me so i know it works. but when we install it at his house, it wont output processed audio from amplitube. we can play youtube audio through his interface>monitor. i made sure to set his amplitube to output both channels on output1, because he temporarily only has 1 monitor.

the axe i/o config tool shows that input is being received from the guitar, but the output levels are non-existant. when i run amplitube on his setup, the input levels are also non-existant, but if i go to macOS sound settings under "input" you can see the levels moving".

i like to think that i'm not a dumb person, and i'm pretty tech savvy, but i'm banging my head on this one. we almost have identical setups, and his interface even works on my setup, but doesnt work on his. i'm thinking this is a software/amplitube issue.. anyone?

here's what i've done:
* set mac system audio to use the axe i/o for all input/output
* set amplitube to use the axe i/o for all input/output
* downloaded the config tool for the axe i/o and configured it appropriately
* restarted macbook
* reinstalled amplitube 5 max (to no avail)
* ensured that audioMidi setup sample rate matched amplitubes sample rate (i tried 44.1k/48k)
* installed the axe i/o config tool

my setup:
i5 macbook pro, 8gb RAM
macOS Monterey 12.5
amplitube 5 max
interface: MOTU M4 into 2x yamaha HS8's

friend's setup:
i5 macbook pro, 8gb RAM
macOS Monterey 12.5
amplitube 5 max
interface: axe i/o into 1x rockit monitor

[xsk3l3t0rx]

self bump, anyone wanna take a stab at this? iK?

[Peter_IK]

Is the Monitor knob turned all the way to "DAW"?

[xsk3l3t0rx]

yes. the direct out audio (unprocessed) outputs just fine. when turned to "daw", it no longer outputs audio to the studio monitor. i can verify this in the axe i/o control panel.

when i setup his axe i/o at my house, on my computer, everything works as it should.

[Peter_IK]

I'm not sure what might cause this but have you or your friend reached out to IK Support for official help from the team? I'm sure they can suss out what's going on quickly.

[xsk3l3t0rx]

no i didn't reach out to iK directly. i came here onto the forums because i assumed this is where you go for help. my friend is not very tech-savvy, so i came here to post on his behalf. if any of the iK staff wish to reach out to him directly, i would be willing to forward his email/iK account username to the staff. however, like i said, he's not tech-savvy, so he probably wouldnt understand, so i'm playing the intermediate right now.