If you see the message "An Unknown Download Error Occurred" while loading an instrument, here are the recommended steps to fix it or send us the right information to investigate:
Quick Temporary Fix
Close the instrument patch by clicking the X on the tab.
Click Load again to reload the instrument.
Some users report that doing this once or twice lets the instrument finish loading successfully.
If the Error Continues
To help our team investigate the issue, please send us the log files from both Musio and Musio Connect. The fastest way is through Musio:
Click the three-line menu (top right of Musio).
Select Submit Feedback.
Make sure Include Log Files is checked.
Submit the report.
These logs give us detailed information about what went wrong during the download process and help us resolve it more quickly.
If You Cannot Send Logs Through Musio
If Musio doesn't let you submit the log files, let us know what happened. For example:
Did an error message appear?
Did the window freeze?
Did nothing happen at all?
Manual Log File Locations
You can also retrieve the logs manually from your system and attach them directly to your message:
Musio Connect Logs
Mac: ~/Library/Application Support/Musio Connect/Logs
Windows: C:\Users\%USERNAME%\AppData\Roaming\Musio Connect\Logs
Musio Logs
- Mac: ~/Library/Application Support/Musio/Logs
- Windows: C:\Users\%USERNAME%\AppData\Roaming\Musio\Logs
When You Contact Support
If the issue is still occurring, reach out to our Support team at support@musio.com. Including the following details in your email helps speed things up:
Which library were you trying to load?
Does the error always occur or only sometimes?
Did reloading the instrument fix it temporarily?
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). Thank you!