When you try to open Complete Access Hub, it won't launch, and macOS says the application is not supported on this Mac. In Finder, the Hub's icon has a crossed-out circle over it.
Good to know: Your licenses aren't affected. They're stored in your iLok account and stay active while you fix this.
Why This Happens
Complete Access Hub comes in two Mac versions, one for each type of processor. The crossed-out icon means the version you installed was built for a different processor than the one in your Mac. Most often, this is the Apple Silicon version installed on an Intel Mac.
| Mac type | About This Mac shows | Installer to download |
|---|---|---|
| Apple Silicon | Chip: Apple M1, M2, M3, M4 and so on | Apple Silicon (file name ends in arm64) |
| Intel | Processor: … Intel Core … | Intel (no arm64 in the file name) |
Running macOS 11 Big Sur or earlier? The Hub won't open with either version. See macOS 11 Big Sur - No Longer Supported by Complete Access Hub.
STEP 1Check Which Type of Mac You Have
- Click the Apple menu in the top-left corner of your screen.
- Choose About This Mac.
- Look at the line under your Mac's name:
- Chip: Apple M1 (or M2, M3, M4 and so on) means you have an Apple Silicon Mac.
- Processor: … Intel Core … means you have an Intel Mac.
Go by what About This Mac shows, even if you think you know your Mac's type. Any Mac released before late 2020 is Intel, and any Mac running macOS 27 Golden Gate or later is Apple Silicon.
STEP 2Remove the Version You Installed
- Open your Applications folder.
- Drag Complete Access Hub to the Trash.
- If the Complete Access Hub installer is still mounted in Finder's sidebar, eject it.
This only removes the Hub app. Plugins you've already installed and your licenses stay where they are.
STEP 3Download and Install the Correct Version
- Sign in at app.completeaccess.audio/installers.
- Download the Mac installer that matches what you saw in Step 1:
- Apple Silicon Mac: the Apple Silicon (ARM64) installer
- Intel Mac: the Intel installer
- Open the downloaded DMG and install Complete Access Hub.
- Open the Hub and sign in with your Slate Digital account.
Once you're signed in, you can install your plugins from the Hub as usual.
Apple Silicon Mac With the Intel Version?
The Intel version may still open on an Apple Silicon Mac through Apple's Rosetta translation layer. MacOS may ask you to install Rosetta the first time you open the Hub.
Example: Rosetta install prompt
Tip: We strongly recommend the Apple Silicon version. Follow Steps 2 and 3 above to switch. ❗
Apple is phasing out Rosetta
- macOS 26 Tahoe (26.4 and later): shows a warning when you open an app that runs through Rosetta.
- macOS 27 Golden Gate: Intel apps still run through Rosetta, and System Settings > About lists them as apps that won't open in macOS 28.
- macOS 28 and later: Apple is ending general Rosetta support, so the Intel version of the Hub won't open on Apple Silicon Macs.
Still Having Trouble?
If the correct version still won't open, submit a request and include:
- A screenshot of About This Mac
- A screenshot of the message you see when opening Complete Access Hub
- The file name of the installer you downloaded
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