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What if my projects fail when uploading/downloading?

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We recommend trying on another network or mobile hotspot.

If you receive an error when downloading/uploading projects, try relinking your Splice folder.

You can also solve most download issues by clearing your Splice app's cache folder.

  

Relink Your Splice Folder:

Go to Preferences > Splice Folder > Set New Folder. Then, select your original Splice folder. Finally, log out of Splice and restart the app by going to 'Quit Splice' at the bottom of preferences.

 

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Clearing your Splice cache folder:

You can also solve most download issues by clearing your Splice app's cache folder.

 

Mac OS:

Delete the entire com.splice.Splice folder in your Application Support folder.

To get to this folder open Finder and hit Shift + CMD + G. Then paste this: ~/Library/Application Support/com.splice.Splice

After you delete the com.splice.Splice folder restart your machine.

 

 

Windows OS:

 

Use File Explorer to navigate to C:\Users\Username\AppData\Local\SpliceSettings

Delete the entire SpliceSettings folder.  

Then restart and login to the application.

 

 

 

If you are still having issues after trying these steps, create a set of desktop logs and send them to support@splice.com Directions on how to do so can be found here: https://support.splice.com/hc/en-us/articles/202922446-What-do-I-do-if-the-client-is-giving-me-an-error-

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