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Substance Sampler 3.3.2 not loading on Macbook pro 15 inch w/ macOS Catalina 10.15.3

New Here ,
Jul 25, 2022 Jul 25, 2022

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I am trying to launch Sampler for the first time on my laptop but it wont load properly. The app is stuck in the view shown by the screenshot. Can someone please help? 

 

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Adobe Employee ,
Jul 25, 2022 Jul 25, 2022

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Hi,
Can you tell me from where did you download/intsall Substance 3D Sampler? Did you use Creative cloud?

Did you try to re-install the app? 

 

Thank you

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New Here ,
Jul 25, 2022 Jul 25, 2022

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Yes, I used creative cloud. I have tried re-installing but it did not work. I am an Adobe employee so I am using my corporate email. 

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Adobe Employee ,
Jul 26, 2022 Jul 26, 2022

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Okay, do your account have access to the 3D apps licence? 
Can you try to log out from CCD and reconnect. Make sure to turn off your VPN if you have any, to see if the problem might come from the login system.

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New Here ,
Jul 26, 2022 Jul 26, 2022

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I am able to download the 3D apps, so I assume I do have access. I will try to log out and reconnect. 

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New Here ,
Jul 26, 2022 Jul 26, 2022

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Where can I check if I have the correct license? 

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New Here ,
Jul 26, 2022 Jul 26, 2022

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I am still seeing the same loading screen. 

Screen Shot 2022-07-26 at 5.39.35 PM.png

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Adobe Employee ,
Jul 27, 2022 Jul 27, 2022

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You can try this workaround to fix the issue:

  •  Rename (for back-up or delete this following folder:
    /Users/USER/Library/Application Support/Allegorithmic/Adobe Substance 3D Sampler

 

It will reset your Sampler. You will just need to reconnect your local folders if any.

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