What Should I do if I experience a Download Failed Error?

NOTE: an active Sounds+, Creator or Creator+ Plan is required to re-download your previously downloaded samples. Please ensure that you are signed into an account with an active Sounds+, Creator or Creator+ Plan before attempting to re-download samples from your library. 

- If you're having issues downloading samples via the website, make sure you are logged into the same Splice account on the website and desktop app. Samples/packs purchased on the website won't show up on the app unless you're logged into the same account on both.

- If you receive an error message when downloading new or previously-purchased samples, try re-linking your Splice folder, and then try downloading the samples again. To re-link your Splice folder, go to Preferences > Splice Folder Location > Set New Folder. Then, select your current Splice folder. Finally, log out of Splice, and restart the app by going to 'Quit Splice' at the bottom of preferences.

- Ensure that there are no network monitoring/anti-virus/firewall programs that might be blocking Splice from downloading content to your computer (Little Snitch, Avast, CCleaner, Bit Defender, etc.) More information on this can be found here: Antivirus interference

- If the issues persist, most download issues can be resolved by clearing the cache folder for the Splice app. To do this, please follow the below instructions depending on which OS you're running.

Mac

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

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

After you delete the entire com.splice.Splice folder, restart your machine, and then relaunch the Splice app.

Windows

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

Delete the entire SpliceSettings folder.  

Then restart your PC and relaunch the Splice app.

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 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-