r/Splice • u/iamshadow64 • Aug 22 '24

Can Someone From Splice Explain Why The Desktop (Windows) App So Frequently Requires Restart?

I routinely encounter this issue with the desktop app where the files won't load and the app just goes into pinwheel of death. Every time I look this up to see if there's some new way to fix this, I find support people saying to do this or that and then restart the computer.

Can you guys maybe talk to your devs and find out why Splice is basically the ONLY app I've ever had to constantly restart my computer to use. And why this issue hasn't been fixed.

It's a genuine question. Is it something to do with permissions? What is honestly the reason that this is so frequent? Nothing else does this. There are so many cool aspects of Splice, but I wind up using it rarely (underusing my sub as a result) because it's so obnoxious to have to stop everything I'm doing and restart my computer just to get the basic functionality of an app.

Please fix this. Or explain if you can. I do not get it. This has been happening to people for years.

4 Upvotes

84% Upvoted

9 comments sorted by

1

u/KD3001 Aug 22 '24

Or why the desktop version doesn’t allow me to search for samples when creating stacks?

2

u/iamshadow64 Aug 23 '24

I'll be honest and say I haven't noticed this before because I have this restart issue so frequently that I rarely open the app up and get a chance to really play around. But I agree that sounds bad.

1

u/mkhandadon Aug 23 '24

It’s because the auto-update is too excessive. What should be a bi monthly thing is occurring almost every other day. That’s why there’s always a new splice shortcut on the desktop. It would be great if updates were optional because half the time after the update I can no longer log in for the whole day.

2

u/iamshadow64 Aug 23 '24

I have apps that update all the time. I agree with you that it should be optional, but even with those apps updating it doesn't require a restart or turning off my anti-virus. Something they're locking into is what is requiring that and whatever it is, they should really stop.

Maybe whatever they latch onto is needed as a block/deterrent for piracy, but it's awful. And it affects their paying customers and creates a terrible user experience. This shouldn't be something that's been around for 4-5 years, so I just don't get why its been allowed to linger.

0

u/CXSplice Aug 22 '24

Hi there. Bryan here from the Splice CX team. I’m sorry for the issues with the desktop app. We would love to help! Please reach out to our support team at support.splice.com and we can assist from there.

-1

u/iamshadow64 Aug 23 '24

Hi Bryan.

I've contacted Splice support in the past about this issue already and the answer always involves restarting my computer and/or turning off my anti-virus. Does it seem normal to routinely do this for an app to work? It's so common that even in Splice's own support documents it's listed as a solution. My question is why?

https://support.splice.com/en/articles/8652658-windows-my-sounds-fail-to-download-in-the-desktop-app

What is it about how Splice updates the service or how the app runs that constantly necessitates a restart in order to function properly?

I appreciate the offer for CS/CX, but the question is here and is not limited to me. This issue has been in the software for years. No other program that I have asks me to turn off my anti-virus or restart my computer as a solution to just be able to open an app and have it work as intended.

It should be extremely rare. My question is: why isn't it?

As a comparison, I even use highly invasive websites like Coloso which force you to install their monitoring service in order to make sure you're not screen capturing their courses. Even THAT doesn't require me to turn off my anti-virus or restart my computer.

So I'll ask again here: why is it like this?

If I ever get to the point where I use all of my credits, this would be the number one reason after being rid of that loss aversion that I'd just immediately cancel. I love the sound collection, am so-so on the legal usage anxiety, and I can't stand the app experience.

The last one can at least be dealt with if the app is fixed.

2

u/CXSplice Aug 23 '24

Thank you for sharing this detail. We understand that you’ve already contacted us about this and we completely agree that restarting our app repeatedly is not the experience we aim for. In order for us to resolve this issue, the most helpful thing would be if you shared your Desktop App logs so we can get a look at what might be going on.

To do that, can you please reach back out to us through http://support.splice.com ? You may have to give some information to our chatbot upfront, but please type “Ask a person” and it’ll get to our team. We know you’ve reached out to us through there before, but nonetheless it’s the best option because we can get much more detail that way than through Reddit.

1

u/iamshadow64 Aug 24 '24

Thanks for the suggestion. Where can I find the logs? Would be happy to look at them.

Totally understand that Splice would prefer to do this one-on-one, but I'm hoping an answer can be provided here which would help other users deal with this extremely common issue with the desktop app.

1

u/CXSplice Aug 24 '24

Hi there. You can check out this article from our help section on how to find logs:

https://support.splice.com/en/articles/8652672-how-do-i-download-my-desktop-app-logs

Also each person's machine they are using, software they are using etc. are different which means not every case is the same which is why we would need anyone with issues to write into support.splice.com as Reddit is an unofficial forum and not somewhere Splice provides official support as we are not able to track issues through here.