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    What if my projects fail when uploading/downloading?

    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.

     

    Screen_Shot_2018-08-15_at_2.51.23_PM.png 

     

    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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