Troubleshooting Connection Issues

A connection issue is anything that prevents you from being able to use Quixel services. 

Some things that may occur if you're having trouble with your connection:

• Unable to login to Quixel Bridge (Standalone & within UE5), Quixel Mixer, Website
• Unable to download an Asset, MetaHuman 
• Unable to install/update a plugin

Please follow the steps below to diagnose connection issues:

Use a Wired Connection:

Wireless connections are not as stable as a wired connection. This means that the signal can be unreliable and result in packet loss, connection problems, or higher latency or ping. Connect directly to your modem or router with an ethernet cable to eliminate this possibility and have the fastest connection possible.

Check your Time Zone settings:

Make sure that both set time automatically and set time zone automatically are checked in order for Quixel services to run efficiently. 

For Windows: Settings > Time and Language.

For MacOS: https://support.apple.com/en-us/HT203413

Local firewalls (e.g. Windows Firewall) or Antivirus programs:

Quixel services require admin rights (on Windows) and unrestricted internet access. Make sure local firewalls (e.g. Windows Firewall) or antivirus programs are not interfering with your connection or blocking Bridge or Mixer.

Here is an article explaining how to allow/block applications in windows firewall How To Allow Or Block Apps In Windows Firewall in Windows 10.

Switch Domain Name Systems (DNS):

Switching your DNS can result in better connectivity and performance for your internet connection. There are two different DNS services we recommend you try if you are having issues with your connection. Following are the links with instructions on how to change your DNS:

• GoogleDNS
• CloudflareDNS

Unblock Network Ports & Addresses:

Here is a list of ports & addresses that needs to be whitelisted to use Quixel services. This is especially helpful if you work in an environment with restricted internet access.

VPN​:

Note:  If the connection issue gets fixed after trying this step, it means that your ISP is blocking our services.

Download & Install a third-party VPN, select a US server and try using our services.

Megascans Library Path: 

If your Local Library is defined on the C drive, changing your library location to a different drive may also fix this issue. This is because the C disk sometimes requires special read and write permissions. If “write” access is not enabled for the folder designated as your Local Library Path within Bridge, your downloads will fail in the same fashion as if you were experiencing a connection issue. 

Operating System update:

Please make sure that your operating system is up to date and all the latest updates and hotfixes are installed.

Run Bridge/Mixer As Administrator:

Right-click on Bridge/Mixer icon and select "Run as Administrator".

If you’ve tried all the steps and you’re still experiencing connection issues, click Contact Us to open a support ticket. Please include the following:

• Add a meaningful subject for your request.
• Add a detailed description of the issue based on the steps mentioned above.
• Any video or screenshots you can provide to demonstrate the issue to assist us. You can attach screenshots on the Support Request Form, or upload videos to www.streamable.com and paste the link in your Support Request once the upload has been processed.
• For Bridge, include the log file from:

Bridge > Help > Troubleshooting > Show logs.

• For Mixer, include the log file from: 

Windows: C:\Users\<username>\AppData\LocalLow\Quixel\Quixel Mixer\Player.log

Mac OSX: <MainDrive> ▸ Users▸ <username> /Library/Logs/Unity/Player.log