What to do if the Splice App Installer Fails

There are a number of different reasons the Splice application might be failing to install. Please follow the below troubleshooting steps, depending on which OS you're running. If you're still having issues after following all of the below suggestions, please reach out to support@splice.com so we can take a look.

Installation Issues

Mac

- Make sure you are running a supported operating system. The current version of the Splice desktop app is compatible with macOS 10.14 (Mojave) and up. If you're running an OS older than 10.14, 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, Avast, CCleaner, Bit Defender, 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.

Windows

- Make sure you are running a supported operating system. The current version of the Splice desktop app is compatible with Windows 8.1 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 (Little Snitch, 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:

Windows 10: https://support.microsoft.com/en-us/help/12376/windows-10-start-your-pc-in-safe-mode

Windows 8: https://support.microsoft.com/en-us/help/17419/windows-7-advanced-startup-options-safe-mode

If everything is working in safe mode, the issue may have to do with your antivirus software or a firewall.

Password Issues

If your password is working on the website but not the desktop app, this is usually caused by anti-virus/network monitoring apps blocking the credentials.  Please temporarily disable/uninstall any software that could be blocking the Splice client and attempt to log in.

If you are still having issues installing, please take a screenshot of any errors, and send it to support@splice.com.