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.

• Error encountered: Blank screen on Bridge upon launch

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.

For Windows: Settings > Time and Language.
For MacOS: https://support.apple.com/en-us/HT203413

Local firewalls (e.g. Windows Firewall) or Antivirus programs:
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.
Before running Bridge, right click on Bridge icon and select "Run as Administration".

• Error encountered: Bridge Installation stuck on progress bar

Troubleshooting

The reason this happens is usually when Bridge was previously downloaded but was unsuccessful in removing all registry files.

Go to the following and delete the following folders: 
C:\Users\[Username Goes Here]\AppData\Roaming\Bridge and Roaming\Megascans.

 Uninstall Bridge by going to the App & Features settings on your system. If you are unable to install Bridge from the control panel, then please go to C:\Program Files and delete the Bridge folder from there.

Use a program such as CCleaner to make sure there are not any registry errors pertaining to Bridge. Install CCleaner on your system. Once you’ve installed CCleaner, just click Registry on the left-hand side, then “Scan for Issues.”
Once all problems are discovered, scroll through the list to see if there are issues relating to the Bridge, then select them and click “Fix selected issues".

Then, restart your system. Once back up, head to quixel.com/bridge and re-download Bridge on your system. 
Ensure to download a fresh installer file from the website and then run it to install the application. Do not use an existing installer.

Once installed, run Bridge as administrator. It should install without any further issues but in case it does not, please reach out to us at support@quixel.com detailing your issue and the steps you've performed so far.

• Error encountered: Inconsistent app behavior 

This include

• the inability to log in
• the app not loading data properly
• you moved your Local library and are now unable to view your Local Library properly within Bridge.

Troubleshooting
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 you are facing further issues, you can submit a Support Request with us with the following details:

• 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

• Error encountered: Unable to open Mixes/blank viewport/crashes

Please note that Mixer is a GPU-based tool and requires a dedicated GPU to run. Ensure that your graphics card is 3 years old or newer and supports Shader model 4.6 and above. 

• Slow Performance Issues

If you’re experiencing slow/degraded performance in Mixer, try the workarounds suggested in this article: Why is Mixer performing slow? 

• Error encountered: Mixer stuck on searching for assets

Please ensure the Local Library path has been set correctly, and points to your Megascans library, where you download all your assets. To reset the path, delete your settings file, which can be found at

MacOS:  ⁨Users⁩ ▸ ⁨"USERNAME" ▸ ⁨.config⁩ ▸ ⁨Quixel⁩ ▸ ⁨Quixel Mixer⁩
The Quixel Mixer folder has a settings folder inside of it that needs to be deleted.
Note: .config is a hidden folder on the Mac.

Windows:
C:\Users\"USERNAME"\AppData\Roaming\Quixel\Quixel Mixer\Settings
Note: AppData is a hidden folder on Windows.
________________________________________________________

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: 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: <MainDrive> ▸ ⁨Users⁩ ▸ <username> /Library/Logs/Unity/Player.log
In the "Users" home directory, the library is a hidden folder. Hidden folders can be accessed by pressing the "CMD"+"Shift"+"." key combination.

• 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

This includes issues such as assets having faulty maps, an asset appearing wrong after exporting to another Engine/DCC, the asset may be corrupted, etc.

• Error encountered: Asset not showing up in your Engine/DCC upon exporting

Troubleshooting

As a first step, delete the asset, re-download and re-export it to see if the issue occurs again.

Sometimes, assets do not appear in an Engine/DCC upon export is because for reason/s, the port is not completely open/is partially blocked (if it was completely unable to access the port, you would see the error "Could not send data over port xxxxx", covered in our FAQs).

Re-starting the applications, both Bridge and your Engine/DCC, or re-booting your device often resolves this issue. 

In case the issue is not resolved, you may send us your Bridge.log file to support@quixel.com, where we can review the log file in its entirety and check for any discrepancies that might be interfering with a smooth and successful export. 

What to include in your Support Request

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 please share screenshots of the error for us to reproduce it on our end, along with description of the error you're facing.
  
  
• Engine/DCC/Renderer:
• 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

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 and re-installation.
• For UE4, 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

n 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 for the following: 

1. Unity: Go to Window > General > Console (of the errors, not the warnings!)
2. 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.
3. 3ds Max: Go to Scripting > MAXScript Listener or press "F11"
4. Maya: Go to Windows > General Editors>Script Editor
5. Cinema 4D: Go to Script > Console>Python
6. Clarisse: Go to Windows > Log
7. 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.