If you are attempting to install the Splice Desktop App and experiencing a download failure, please follow the below troubleshooting steps, depending on which OS you're running:
- Make sure you are running a supported operating system. The current version of the Splice desktop app is compatible with macOS 10.15 and up. If you're running an OS older than 10.15, we unfortunately cannot guarantee that the app will install or run on your Mac.
- Make sure you are installing Splice onto a Mac user account with admin privileges. This is the most common reason that the installer will fail. Splice cannot be installed onto a standard user account or a guest account. To check which type of account you're using, go to System Preferences > Users & Groups; the account type will be displayed under your username on the lefthand side.
- Ensure that there are no network monitoring/anti-virus programs that might be blocking Splice from installing (Little Snitch, etc.) More information on this can be found here: Antivirus interference
- Make sure you have deleted all previous instances of the installer (splice.dmg) from your Mac before attempting to install. Then download a fresh installer directly from https://splice.com/download
- Check your security preferences. Go to: System preferences > Security and privacy > General. Under "allow apps downloaded from," please select "app store and identified developers," instead of "app store," if it's not on that already. You may need to click the "lock" icon and enter your password before adjusting this setting. After that, please re-download the installer, and reinstall the Splice app again.
- If all else fails, try creating a new user account on your Mac with admin privileges, and see if the Splice app can be installed onto that new account. This will help determine whether the issue is isolated to your specific user, or your computer as a whole.
- Make sure you are running a supported operating system. The current version of the Splice desktop app is compatible with Windows 10 and up. If you're running an OS older than Windows 8.1, we unfortunately cannot guarantee that the app will install or run on your PC.
- Ensure that there are no network monitoring/anti-virus programs that might be blocking Splice from installing (Avast, CCleaner, Bit Defender, etc.) More information on this can be found here: Antivirus interference
- Double check that you have the most current version of Microsoft's .NET Framework installed: https://dotnet.microsoft.com/download/dotnet-framework
- Try booting up your PC in Safe Mode with Networking and then try installing while in safe mode. Here are instructions for booting up in safe mode for each version of Windows:
- If everything is working in safe mode, the issue may have to do with your antivirus software or a firewall.
How to Get Install Logs
Follow the steps below depending on which OS you're running to get your install logs:
- Re-download Splice and then run the installer: splice.com/download Run the installer one more time, even if it fails again. We want to make sure our installer's output is the most recent thing in the log file.
- Open the Terminal app. You'll find Terminal in your Applications > Utilities folder. Alternately, you can press Cmd+Space to perform a spotlight search. Type "Terminal" into the box and press Return.
- Run this command in Terminal and press Return: cp /var/log/install.log ~/Desktop This will place a copy of your install.log file on your Desktop.
- Attach the file called install.log on your desktop to the attachments section of the Support Form.
- Re-download Splice and then run the installer: splice.com/download
- After the installer fails, you should be prompted with an option to view the installation, setup, or Squirrel logs.
- Attach the file that you’re viewing to the attachments section of the Support Form.
If you are still having issues installing, please take a screenshot of any errors, and reach out to our team at here with your logs.