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Messages - Morinehtar

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16
Hello,
Could you please export your logs and share them with us ?
To do so just click on your username in the upper right corner and select export logs. Then just send us here the generated log file.
With these we'll be able to have a better understanding of why it happens (maybe a firewall issue, temporary unavailibility of the Source API, ...)
Thanks for your help :)

17
Hello Oliver,

Sadly we do not have a setting to choose installation folder for our software. Only the Souce download folder can be updated at the moment

18
Hello Yohann,

Thanks for your message
Error 5 seems to happen from time to time for some specific users
Seems to be an issue on OS side with our installation process, certainly insufficient admin rights
One way to solve this issue could be to manually download softwares from store.substance3d.com

Sorry for the inconvenient and the late answer ^^

19
Substance LauncherSubstance Launcher - Discussions - Re: Urgent Request!
 on: October 26, 2020, 08:57:22 am 
Hi,

The feature is currently under development on the website side : so far for security reasons our API did not allow this kind of batch download.
Should be solve in the coming weeks and in the end this is a feature the Launcher could use in a next update !

20
@cjwidd

Indeed the idea seems great ^^
We are currently working on a new approach on the Launcher product that could mean significantly less frequent updates
I sadly can't predict dates for those kind of updates anymore but the redesign will imply a smoother user experience if everything works as expected !
Nevertheless thanks for this great feedback and let me add this new idea to our backlog so we keep track of it

21
Hello,
Could you please export your logs and share them with us ?
To do so just click on your username in the upper right corner and select export logs. Then just send us here the generated log file.
With these we'll have a better understanding of why it happens (firewall issue, temporary unavailibility of the Source API, ...)
Thanks for your help

22
Indeed "from repository" means directly clicking on the .exe file in its repository (here it means you directly click on C:\Program Files\Allegorithmic\Substance Painter\Substance Painter.exe )

You can contact our support team directly on :
https://www.substance3d.com/contact/

23
Hello,

Thanks for your message and your log file

Are you able to directly launch softwares from their repository ?
( According to your log file : C:\Program Files\Allegorithmic\Substance Painter\Substance Painter.exe )

If so we may indeed have an issue on the launcher side ... But if you are not able to launch the soft the issue is somewhere else ... Could be an out of date driver, non supported video card, ...
In that cas I suggest you directly contact our support team to have some more specific help on this matter ...

24
Hello,
Sorry to see you have issues with the Launcher... !

In order for us to have a better understanding on what is going on here could please share your log file with us ?

To share your log file just click on the upper right corner of the app and select Export log.
Then upload the log file here

Hopefully we will be able to see why you have this issue since so far we did not succeed to reproduce this behaviour on our own computers.

25
From our understanding most of the time the issue is on the Painter installer side and not on the Launcher side
But each installation scenario is different so it's difficult to be general

Usually this error message in the log file means the Painter installer failed to install :
[error] Error installing product 593a68d1cbb0d9002ed3173d with code 5

In this scenario using the installer directly (through your account on store.substance3d.com) should not solve the issue.

If you fail installing Painter this way the best course of action is to contact the support directly. It can be due to some out of date graphic card drivers for example, or several other reasons the support can help you to understand and maybe resolve

26
Thanks for reporting this

We will investigate to reproduce this behaviour and understand why it happens, this behaviour is definitely unexpected

27
The issue is indeed back, should be solved (again) in 1.6.0 release this summer ! ^^
Hopefully should be a definitive fix this time !

28
Hi,

Could you export your log file so we can investigate on this matter ?
To do so just click on your username in the upper right corner and then select Export Log

Thanks for your help !

29
Hi,

Just to let you know we are investigating on this matter and try to find a quick fix
Hopefully it will be in our 1.6.0 release this summer !

30
Hi,

Sadly we don't support Ubuntu for the Launcher, only CentOS

That's why you may encounter issues while using the launcher on Ubuntu... !

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