If you are on a Mac machine and having issues downloading samples, follow the steps below: If you are a Windows user, click here.
Uninstall and reinstall the desktop app. You can get the latest installer here: splice.com/download
Confirm you have enough space on your hard drive.
Clear the Splice app cache. To do this, please follow the below instructions:
Open Finder and hold down Shift + CMD + G. Then paste this: ~/Library/Application Support/com.splice.Splice
Delete the entire com.splice.Splice folder, restart your machine, and then relaunch the Splice app.
Grant write permissions for your Splice folder. To do this, please follow the below instructions:
Navigate to your Splice app preferences and note the file path for the folder you’re currently syncing to Splice. Click on the folder file path in the Splice app to be brought to the folder in Finder.
Right-click the folder in Finder, select Get Info, and under Sharing & Permissions grant your Mac user account Read & Write privileges.
Repeat this for every folder in the file path the folder you’re syncing to Splice is located in.
Check that any network monitoring or anti-virus programs are not blocking the Splice app from installing. More information on how to whitelist applications or disable the software can be found here.
If you are still having issues after trying these steps, please create a set of desktop logs and send them to us via the messenger to the right, along with a description of the issue. To download your logs:
Click the user icon in the top right
Click Preferences
Click Download Logs
A file named SpliceLogs<your Splice username>.zip will be created on your desktop; please attach this file to your request.