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.
- Click the Account tab at the top left, then the Licenses tab, and find your license there.
- If you see it listed as "Active", your membership is active and you can move to Step 2.
- If you don't see it listed as "Active", make sure you're logged in with the email address you purchased the license with. If you are logged into the correct email address but are still not seeing it, 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?
- If yes, refer to our Troubleshooting Error Messages page for solutions.
- If not, continue to Step 4.
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 and possibly more if you're downloading multiple mic positions per instrument).
- 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!