GUIDE: Types of Issues and Basic Troubleshooting

This article aims to help you find relevant information pertaining to the issues you may encounter with our tools, share that information with us and perform some basic troubleshooting steps before submitting a support request with us.  Remember to follow these guidelines when submitting a support request.

Bridge Issues

These are the issues you encounter with the Bridge application itself, and not when you export an asset and the issue appears in your Engine/DCC. In that case, please refer to the Plugin section below.

Basic Troubleshooting

• Check your Timezone Settings: Make sure that both set time automatically and set timezone automatically are checked in order for Bridge to run efficiently. If these settings are not in place, you will be faced with a blank screen when you launch Bridge.
• Run Bridge as Administrator: Bridge requires 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. 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.
• Download stuck on progress bar: go to your Local Library path in Bridge and delete the following folders: C:\Users\[Username Goes Here]\AppData\Roaming\Bridge and Roaming\Megascans. Then go to your Windows Control Panel > Programs and Features and uninstall Bridge. Then try re-installing Bridge. You may also use a software like CCCleaner, should you have it, to uninstall and fully clean registry files. Now try re-installing Bridge. It should install without any further issues. In case it does not, please reach out to us by following the steps detailed here.
• Clear the Plugins Folder: If you’re unable to download Plugins, in Quixel Bridge, go to Help > Troubleshooting > Clear support and restart. This will remove the support folder with the downloaded plugins and you will have to download them again after Bridge restarts. 
• Inconsistent app behavior: Sometimes when the app behaves inconsistently. These can be things like the inability to log in all of a sudden, or the app not loading data properly. In such cases, deleting the Bridge Settings file can help. The Settings file can be found at the following locations based on your OS:

Windows: C:\Users\[Username goes here]\AppData\Roaming\Megascans Bridge

Note: AppData is a hidden folder in the above-stated directory. If it is not visible, open Windows Explorer. Go to its View tab > Folder Options.
In the Folder Options window, go to the View tab and under Hidden Files & Folder section, check the box "Show Hidden Files and Folders".

MAC OS: 

• /Users/[USER]/Library/Application Support/Bridge
• /Users/[USER]/Library/Application Support/Megascans Bridge

What to include in your Support Request

If the above methods do not solve the problem you’re facing, you can submit a Support Request with us. In order to investigate your Bridge reports, we’ll need to know your:

• Bridge version: you can check this from Bridge > Preferences.
• System Specs: RAM, GPU, CPU, OS and OS version
• Bridge Log File: Go to Bridge > Help > Troubleshooting > Show logs. The log file a text file  located at the following locations based on your OS:

Windows: C:\Users\[Username goes here]\AppData\Roaming\Bridge

Note: "AppData" is a hidden folder in the above-stated directory. If not visible then ensure that the option for "Show hidden files and folders" is enabled in the Folder Options of your Windows Explorer.

Mac OSX: ~/Library/Application Support/Bridge

Linux: Home/.config/Bridge

• 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.

Mixer Issues

Basic Troubleshooting

• Unable to open Mixes/blank viewport/crashes: Mixer is a GPU-based tool and requires a dedicated GPU to run. If your machine has a graphics card that is 3 years old or newer and supports shader model 4.6 and above, you should be able to run it fine. 
• Slow Performance: If you’re experiencing slow/degraded performance in Mixer, try the workarounds suggested in this article: Why is Mixer performing slow? 

What to include in your Support Request

If the issue you’re facing is not listed above, you can submit a Support Request with us. In order to investigate your Mixer reports, we’ll need to know your:

• System Specs: RAM, GPU, CPU, OS and OS version
• Mixer version: you can check this from Mixer > Help > About Mixer.
• Mixer Log File: Go to Bridge > Help > Troubleshooting > Show logs. The log file a text file  located at the following locations based on your OS:

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

Mac OSX: /Library/Logs/Unity/Player.log

• 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.

Asset Reports

Asset reports can be of several different types. Sometimes an asset may have a faulty map, sometimes an asset appears wrong after exporting to another Engine/DCC, the asset may be corrupted, etc.

Basic troubleshooting 

• Unable to view assets properly/asset not showing up in your Engine/DCC upon exporting: Try deleting the asset and re-downloading it. 

What to include in your Support Request

If the issue you’re facing is not listed above, you can submit a Support Request with us. In order to investigate your Asset reports, we’ll need to know your:

• Email Address: The most important thing to note for an asset report is that if you report an asset without signing in, we will receive it as “Anonymous” without an email ID, and we will not be able to respond to you. Make sure you’re logged in when making an Asset Report.
• Screenshots or Video: We don’t know what it looks like on your end, so we’ll need screenshots (or a video) in order to try and reproduce the error on our end, along with as much detail as you can share.
• Engine/DCC/Renderer: You only need to provide these details if an asset looks wrong after you export it to an Engine/DCC. In that case we’ll need the following additional information:
• Engine/DCC Name and Version
• Render Engine Name and Version (when applicable)
• Screenshot of the asset’s Download Settings
• Screenshot of the asset’s Export Settings
• What the error looks like at your end

Plugin Issues

When you come across issues with any of the Megascans plugins, you can first try the following:

Basic Troubleshooting

• As a first step, try removing and reinstalling the plugin. You can find how to do this on our FAQs. Each plugin has a separate section containing a post on plugin removal.
• Always make sure you installed the Plugins in the correct directory, as detailed in our step-by-step guides.

What to include in your Support Request

If the steps above don’t help, you can submit a Support Request with us. In order to investigate such reports, we’ll need to know your:

• System Specs: RAM, GPU, CPU, OS and OS version
• Engine/DCC Name and Version

• Render Engine Name and Version (when applicable)

• Screenshots or Video: Any video or screenshots you can provide to demonstrate the issue to assist us. These must clearly show your Download Settings and Export Settings. 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.

• Console screenshots from the apps are always helpful. Here’s a list of where you can find the consoles in different Engines/DCCs:

1. Unreal Engine: Go to Window > Developer Tools > Output Log
2. Unity: Go to Window > General > Console (of the errors, not the warnings!)
3. Blender: Go to Window > Toggle System Console (Windows). For Mac users, right-click on the Blender icon in the Applications folder and select "Show Package contents". Make an alias of "Contents/MacOs/blender" by right clicking and selecting "Make Alias". Rename it and move it somewhere you like. This opens the console in the background, next to the Blender application.
4. 3ds Max: Go to Scripting > MAXScript Listener or press "F11"
5. Maya: Go to Windows > General Editors>Script Editor
6. Cinema 4D: Go to Script > Console>Python
7. Clarisse: Go to Windows > Log
8. Marmoset: Go to Help > Dev > Console

Finally, what we need most from you is your patience! Some issues might take longer than a few days to investigate and resolve, but you can rest assured that all your issues are being looked into and worked upon. 

We thank you for your cooperation and understanding.