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Musio Instrument Download Failure: Red Exclamation Point Over The Instrument

  • Updated

If your instrument downloads in Musio keep stopping or failing, and you’re seeing a red exclamation mark over the instruments that had the download failure, 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, contact our Support Team at support@musio.com for assistance.

Step 2: Check for an Error Message

  • Hover your mouse cursor over the red exclamation point 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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