If you cannot download a sample, first make sure the Splice application is logged into the same username as the website.
Note: an active Sounds subscription is required to re-download your previously downloaded samples. Please ensure that you are signed into an account with an active Sounds subscription before attempting to re-download samples from your library.
If you receive an error when downloading samples from Sounds, try relinking your Splice folder.
To relink your Splice folder:
Go to Preferences > Splice Folder Location > 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.
You can also solve most download issues by clearing your Splice app's cache folder.
Delete Splice App Cache (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.
Delete Windows App Cache:
Use File Explorer to navigate to C:\Users\Username\AppData\Local\SpliceSettings
Delete the entire SpliceSettings folder.
Then restart and login to the application.
Note: if you're having issues downloading Serum presets specifically, please check out this article: Why are Serum presets failing to download in the Splice desktop app?
If you're experiencing a different issue, please check out What to do if you see "Install Splice" when Splice is already open
If you are still having issues after trying these steps, create a set of desktop logs and send them to firstname.lastname@example.org 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-