If you have followed the installation procedure. Make sure the SymplySPARK heartbeat light is flashing @ 1Hz (once per second), this will indicate that the controller is functioning as normal. 

The SymplySPARK should be visible in the Apple System Information, System Report > Hardware > Thunderbolt

Check the Extension is loaded, this can be done in Apple System Information, System Report > Software > Extensions

If the Extension is listed, but show as not loaded, try this Terminal command to load it manually:

sudo kextload /Library/Extensions/ACS6x.kext

After running the command return to the System Information app and choose File > Refresh Information to check if it's successfully loaded manually. If the Extension still hasn't loaded follow the instructions in [this article] to ensure you've set the correct Security Policy for your Mac.


Check that the Thunderbolt cable is securely connected, and that it is a Thunderbolt certified cable, it will have the lighting logo on it. Likewise, if you are using a Thunderbolt 2 to Thunderbolt 3 converter it should be the Apple adapter, part number  MMEL2ZM/A.


Also check that the Thunderbolt 3 port you are using is a Thunderbolt 3 port and not just a USB-C port. Note if you are trying to connect via a hub, it must be a Thunderbolt 3 hub connected to the computer’s Thunderbolt 3 port (check the port for a lightning logo) and not just USB-C.


Lightning logoUSB logo


Ensure that the correct driver for your macOS version is installed. Also ensure the driver has not been blocked from running by the macOS and the correct security settings have been applied.

Try re-installing the drivers.

Please submit a [support ticket] if you are still experiencing issues.

If you have any questions please submit a [support ticket]