Note: Please ensure your Splice subscription is active if you are trying to download new samples that are not already licensed in your library. You can view your plan status here: splice.com/profile/plans
Reinstall the Splice desktop app
Uninstall the Splice desktop app using the Windows uninstaller.
Download the latest Splice desktop app installer from splice.com/download.
Run the installer, then open the Splice desktop app and try downloading a sample again.
If the app won't install, see Why won't the Splice desktop app install? (Windows).
Check that antivirus or network monitoring software isn't blocking Splice
Antivirus, firewall, and network monitoring programs can stop the Splice desktop app from downloading samples. Add the Splice app as an exclusion in your security software, then try downloading again.
For links to exclusion instructions for common antivirus programs, see What should I do if my antivirus is interfering with the Splice app?
Clear the Splice app cache on Windows
Important: If you have Bridge-modified Splice samples in your projects, they are stored in C:\Users\Username\AppData\Local\SpliceSettings\modified. Clearing the app cache (step 3) deletes this folder, so copy any modified samples you want to keep to another location first.
Quit the Splice desktop app.
Open File Explorer, paste
%LOCALAPPDATA%into the address bar, and press Enter.Find the SpliceSettings folder and delete it:
Restart your computer.
Open the Splice desktop app and try downloading a sample again.
Note: The full path to the SpliceSettings folder is C:\Users\<your Windows username>\AppData\Local\SpliceSettings. The AppData folder is hidden by default, which is why pasting %LOCALAPPDATA% into the address bar is the quickest way to get there.
Grant write permissions to your Splice folder on Windows
The desktop app needs permission to write files to your Splice folder. If Windows is blocking that, samples can't download.
In the Splice desktop app, click your user icon in the top right, then click Preferences.
Find the file path for your Splice folder, then click the path to open the folder in File Explorer.
In File Explorer, right-click your Splice folder and select Properties.
Select the Security tab, then click Advanced.
Next to Owner, click Change, enter your Windows username, then click OK.
Return to the Security tab, click Edit, select your Windows user, and check Allow next to Write. Click Apply.
Repeat steps 3–6 for each folder in the path to your Splice folder.
If samples still won't download
Contact Support using the messenger on this page. Include a short description of the issue and attach your desktop app logs.
To get your logs, click the user icon in the top right of the Splice desktop app, click Preferences, then click Download Logs:
A file named SpliceLogs<your Splice username>.zip is saved to your desktop.
For more details, see How do I download my desktop app logs?
Using a Mac? See Why won't my sounds download in the Splice desktop app on Mac?