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.

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-