If you’re seeing this error message, it means Musio is having trouble accessing the necessary files or paths. Let’s walk through some steps to identify and resolve the issue:
Step 1: Check the Samples Location
- Open Musio Connect (Musio’s companion app) and go to the Instruments page.
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Check the Samples Location at the top.
- Ensure this folder has enough storage space (we recommend 200–500 GB depending on your downloaded instruments).
- Confirm the folder has read & write access privileges. If you’re unsure how to check this, click here for instructions.
- If there’s an issue, click the red Move… button next to Samples Location and choose a new folder, either on your Mac’s internal drive or a different external hard drive.
Step 2: Check the Temporary Downloads Location (Windows Only)
- Open Musio Connect, click Settings and find the Temporary Downloads Location under the Downloads section at the top.
- Ensure this path is not pointing to C:\Program Files\Common Files\VST3. Windows prevents applications from writing to the Program Files directory.
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If the path is set to that location, reset it to:
C:\Users\Public\Documents\Musio Connect\Musio Downloads. - Once updated, try downloading your instruments again.
Step 3: Log Out and Back Into Musio Connect
- Open Musio Connect.
- In the top-right corner, you’ll see your email address with a red (Log Out) link next to it. Click the (Log Out).
- Log back in by manually typing your email and password (avoid copying, pasting, or autofilling).
- Check if this resolves the issue.
Step 4: Perform a Fresh Reinstall
If the steps above don’t work, reinstalling Musio may help:
Uninstall Musio
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Windows:
- Open the Start menu and search for Add or Remove Programs.
- Under Apps and Features, locate Musio and select Uninstall.
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macOS:
- Use this uninstaller tool.
- If the uninstaller doesn’t open on your OS, follow these manual uninstall instructions.
Reinstall Musio
- Close your digital audio workstation (DAW).
- Log in to your account at portal.musio.com.
- Download the latest Musio installer.
- During installation, select Clean Install (this keeps sample files but removes everything else).
Need More Help?
If the steps above don’t resolve the issue, please contact our Support team at support@musio.com. Provide the following details to help us investigate:
- A description of the issue and the steps you’ve already tried.
- Your operating system and version (e.g., macOS Ventura 13.0 or Windows 11).
- Your digital audio workstation (DAW) and its version (e.g., Ableton Live 11).
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Log files from Musio (these help us investigate the problem). Here’s how to send those:
- Open Musio and click the three-line menu in the top-right corner.
- Select Submit Feedback.
- Check the Include Log Files box, and the logs will be sent directly to us. Thank you!