What should I do if my antivirus client is interfering the Splice app?
Antivirus and firewall clients can potentially affect the functionality of the Splice desktop app, or prevent it from being successfully installed. Potential effects of antivirus interference can include:
• the app failing to launch
• the app crashing upon launch or shortly after launch
• failed sample/preset/project downloads
• failure to sign in, despite using the correct account credentials
• a "failed to install Splice" error message when installing the app
Please note: if you're on a Mac and are receiving a "failed to install Splice" message, please review this article before doing any antivirus troubleshooting: What to do if the Splice app installer failed
If you suspect that antivirus software on your computer is interfering with the Splice app, try whitelisting/excluding the app from your antivirus, and then relaunch/reinstall Splice. Here are some links on how to whitelist/exclude specific applications in some common antivirus programs:
Avast: Antivirus scan exclusions
McAfee: How to exclude files from virus scans
Windows Defender: Add an exclusion to Windows security
Kaspersky: How to exclude a file or application from scan
If adding Splice as an exclusion doesn't help, we recommend temporarily disabling your antivirus, and then reattempting to launch/install the Splice app again. If the same issues are still occurring afterwards, try booting up your computer in safe mode, try running/installing Splice again, and see if the issues persist. This can help isolate the root cause of an issue with the Splice app. Here are instructions for booting up in safe mode:
Windows 10: https://support.microsoft.com/en-us/help/12376/windows-10-start-your-pc-in-safe-mode
Windows 8: https://support.microsoft.com/en-us/help/17419/windows-7-advanced-startup-options-safe-mode
Mac: https://support.apple.com/guide/mac-help/start-up-your-mac-in-safe-mode-mh21245/mac
If none of the above steps help, please reach out to support@splice.com with as much information as possible about the issue(s) you're having, and be sure to include:
• your specific OS and device details
• information about your antivirus client
• any relevant info about your PC/Mac system settings