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Musio Instrument Download Failure: Downloads Stop or Fail

  • Updated

If your instrument downloads in Musio keep stopping or failing, follow these steps to resolve the issue:

 

Step 1: Check Your Subscription or License

First, ensure your Musio subscription or license is active:

  • Log in to your account at portal.musio.com.
  • Look for your subscription or license in the middle column.
  • If you see it listed, your membership is active—move to Step 2.
  • If you see a message about needing to activate, make sure you are logged in with the correct email address where the purchase was made. If you are logged into the correct email address, contact our Support Team at support@musio.com for assistance.

Step 2: Check for an Error Message

  • When a download fails, does a red exclamation point appear over the instrument?
  • Hover your mouse cursor over it to see if an error message appears.
  • If you see an error message, visit our Troubleshooting Error Messages page for solutions by finding the article for the exact error message you’re seeing.
  • If no message appears, proceed to Step 3.

Step 3: Check the Status Column in Musio Connect

  • Open Musio Connect (Musio’s companion app).
  • Go to the Instruments page.
  • Find the instrument that failed to download.
  • Look at the Status column—does an error message appear?

Step 4: Check Your Internet Connection

  • Are you using a hotspot or experiencing a weak Wi-Fi signal?
  • If possible, try switching to a wired Ethernet connection or a stronger Wi-Fi network.

Step 5: Update Musio Connect

  • Open Musio Connect.
  • Look in the bottom left corner—do you see a red update link?
  • If yes, click it to install the latest version.
  • Restart your computer after updating and check if the issue persists.

Step 6: Check Your Samples Location

  • Open Musio Connect and go to the Instruments page.
  • Look at the Samples Location (top middle).
  • Ensure this folder has:
    • Enough storage space (we recommend 200–500GB, depending on how many instruments you’ve downloaded and want to download).
    • Read and write permissions enabled.

Step 7: Check the Temporary Downloads Location

  • Open Musio Connect and go to Settings.
  • Under Downloads, find Temporary Downloads Location.
  • Ensure it’s set to a valid folder with read & write access.
  • If it’s pointing to a non-existent drive, update the path.

Still Having Issues? Contact Support

If your downloads are still failing after following these steps, reach out to our Support Team at support@musio.com. To help us resolve your issue faster, please include:

  • A description of the issue and what happened when you tried the troubleshooting steps above.
  • The exact error message you’re seeing (if applicable).
  • Let us know if you’re using Musio in a DAW or if the issue happens in standalone mode as well.
  • Your operating system & version, and your DAW & version.
  • Your Musio log files (here’s how to send them):
    • Open Musio.
    • Click the three-line menu (top right corner).
    • Select "Submit Feedback" and check the "Include Log Files" box. We’ll get back to you as soon as possible!

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