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Instruments Are Grayed Out and Won’t Play - How To Fix

  • Updated

If your instruments load on the left side of Musio but are grayed out and won’t play, it’s often due to your account authorization needing a refresh. Follow the steps below to resolve this issue:

 

Step 1: Restart Musio Connect

  1. Close Musio Connect:
    • Open Musio Connect (Musio’s companion app).
    • At the top left, click File and then Exit to fully close the application.
  2. Reopen Musio Connect:
    • On Mac, press CMD+Spacebar, type in Musio Connect, and hit Enter to launch it.
    • On Windows, type Musio Connect into the search bar in the Start Menu and select it to open.

After restarting Musio Connect, your instruments should now load and play correctly.

 

Step 2: Check For Unauthorized Instruments

  1. Find the sample library collection in the Musio catalog.
  2. Is the library collection image card dimmed out with a Store in the top right corner?
    1. If so, this means that the library hasn't yet been purchased and so is unauthorized for use at the moment. You can head to the Musio Marketplace at portal.musio.com/marketplace to purchase the library.

 

Need More Help?

If these steps don’t resolve the issue, we’re here to help! Email Our Support team at support@musio.com with the following:

  1. A description of the issue and the steps you’ve already tried.
  2. Your operating system and version (e.g., macOS Ventura 13.0 or Windows 11).
  3. Your digital audio workstation (DAW) and its version (e.g., Ableton Live 11).

Send Log Files from Musio:

  1. Open Musio.
  2. Click the three-line menu in the top-right corner.
  3. Select Submit Feedback and check the Include Log Files box. This will help us investigate the issue further. Thank you!

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