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all assets are not being detected

New Here ,
Jan 26, 2024 Jan 26, 2024

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my starter assets are missing- they are there in the directory

i have verified cache and reinstalled (steam)

 

it will also not detect my substance assets on my external hdd.

Bug Unresolved
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Bugs & Crashes

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correct answers 1 Correct answer

New Here , Feb 02, 2024 Feb 02, 2024

so clearing the registry immediately fixed the issue- thanks

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12 Comments
Adobe Employee ,
Jan 26, 2024 Jan 26, 2024

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Hi @whoDNA22930591nyw1,

 

Under Edit > Settings > Librairies which librairy is currently selected?

 

CyrilDellenbach_0-1706281298341.png

 

Let me know.

Cyril Dellenbach (Micro) | QA Support Artist | Adobe

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New Here ,
Jan 30, 2024 Jan 30, 2024

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i have tried them all... none display

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New Here ,
Jan 30, 2024 Jan 30, 2024

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additionally the starter_assets can not be selected, it is greyed out

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New Here ,
Jan 30, 2024 Jan 30, 2024

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it seems my settings persist even when uninstalling- how do i get fresh settings>?

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Adobe Employee ,
Jan 31, 2024 Jan 31, 2024

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Don't worry the greyed out starter asset is the expected behavior.

 

First of all, in order to make sure we're not missing anything, could you send me a screenshot of the full UI of your Substance Painter (in case I could see something). In addition, check that there're no filters activated in the search bar of the library.

 

I also advise you to check the integrety of the files.

Steam > RMB on Substance Painter > Properties > Installed files > Verify Integrity of software files

 

image (1).png

Let me know if this helps.

Cyril Dellenbach (Micro) | QA Support Artist | Adobe

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New Here ,
Jan 31, 2024 Jan 31, 2024

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I know you are trying to help, but it is discouraging when in the first message I say I have verified the files already.

 

It keeps crashing. My anti-virus keepspingingit as a Trojan.

 

I don't have filters. I would like to clear my settings, I think they are corrupt. How would I go about doing so?reinstalling doesn't restore default settings. 

 

 

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New Here ,
Feb 01, 2024 Feb 01, 2024

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hey, it's been a week... can i get some support- i currently cant use the app. is this what i should expect from adobe?

instamat just released (which combines all substance features into a single app) and is free. do i need to get a refund and switch over?

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Adobe Employee ,
Feb 02, 2024 Feb 02, 2024

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As mentioned in my previous message, could you share a visual of your Painter's UI? Also, can I see which library is selected under Edit > Settings > Librairies ?


I understand the frustration, but it's complicated to blindly troubleshoot. Currently we have your case and another user facing a similar issue. This could be a problem related to Steam, but two cases are not enough to tell. Therefore, if you want us to find a solution we heavily rely on the information you're giving us.

 

You mentioned compatibility problems with your anti-virus. To quote the documentation:
"Anti-virus or anti-spyware software can create some of the following issues:

  • False positive: the application is detected as being a virus (or similar) while it isn't.
  • Blocked files: the application cannot read or write files (export, preset creation, etc) or cannot activate a license.
  • Files deletion: the application cannot start or work normally because necessary files have been removed."

 

In your situation, it's worth checking the problem doesn't simply comes from the Anti-virus. Additionally, I advise you to check our Software conflicts list.

 

Just so you know, the Starter assets should be located in
C:\Program Files\Adobe\Adobe Substance 3D Painter\resources\starter_assets

Can you tell me whether the folder is in there or not? I've suggested you to verify your files, because if the folder is missing it will rebuild it.

 

Just to be sure we're not missing anything, the Starter assets is always the last library to be loaded. Therefore, it can take a bit of time before seeing the assets.

 

Lastely, I'll need your log file (Help > Export log) to take the investigation further.

 

Regards,

Cyril Dellenbach (Micro) | QA Support Artist | Adobe

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New Here ,
Feb 02, 2024 Feb 02, 2024

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I've asked twice for instructions on how to reset/delete the preferences file because settings are persisting. How about we try that first.

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Adobe Employee ,
Feb 02, 2024 Feb 02, 2024

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You'll find the Preferences and Appdata locations on this documentation page.

 

Cyril Dellenbach (Micro) | QA Support Artist | Adobe

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New Here ,
Feb 02, 2024 Feb 02, 2024

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Thank you Cyril, much appreciated!

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New Here ,
Feb 02, 2024 Feb 02, 2024

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so clearing the registry immediately fixed the issue- thanks

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