Cannot download anything from Tonecloud
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Hi all,
I purchased the standard tier license for Bias FX 2 today but I have noticed that I cannot download any presets from the ToneCloud, whenever I go to download one it just says "an unknown error occurred".
I have tried restarting my PC and logging out then re-opening the program and logging back in but nothing seems to have worked.
Any advice is appreciated
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I just tried and I am not able to download either. Hopefully they will resolve it quickly. I tried rebooting, even removed and reloaded the software.
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@ian-johnson511 Can you tells us your general location.
I have heard of people in Germany having issues, I have had no issues here on the west cost of the USA..
I had not tested the download, I just did.. It works here in Oregon USA..
There has to be something going on with the service for sure. There are too many people reporting issues for it not to be.
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I'm in New Zealand, also having problems with Tone Cloud on FX 2. For a while it said Tone Cloud is not ready yet. Now I can browse pedalboards, but not download them.
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@dany-patel-wu Thank you for answering.
That is the 2nd outside the USA. Anyone in the USA having this issue?
Process of elimination
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I live in the UK, I do use a VPN, but it is set to the UK also.
I may try setting it to a location outside of the UK to see if that is the issue.
I will report back once I try it.
EDIT: Tried again with my VPN set to the US and had the same issue. I believe this issue also happens if I don't have my VPN running either.
Strange issue, and I was looking forward to getting stuck into some presets. Guess I'll just wait and see if it fixes itself.
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@ian-johnson511 Yes, but if it is some sort of routing issue, even the VPN traffic has to be routed..
You are the third person outside of the USA, I think we are seeing a trend.
If I was in their IT, I would check the logs of the main authentication servers..
If anyone in the USA has this issue, can you please say so here...
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@gary_hutchings I am having issues from within the US
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Thank you for answering.
Can you tell us what messages or behavior you are experiencing?
Is it the same or similar to what you have seen people from outside the USA report?You don't have to answer of course, I am just trying to narrow things down.
Habits of a life time of support work.I don't have access to internal data bases, so there is only so much I can put together from people willing to take time to share with us here.
Thank you again..
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@gary_hutchings I did also say that this same thing happens without my VPN being active (as in the program not even running) - or at least I think I did, I can't remember now.
I guess I'll just wait and see if the issue gets resolved, its not like the built-in presets are terrible. I was just looking forward to trying out user-made ones too.
Thanks for the replies so far!
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If it helps, it's a 500 error on the server. Here's the error message:
{"errorMessage":"Cast to ObjectId failed for value "undefined" at path "_id" for model "Preset""}
That was a POST request made to:
https://api.positivegrid.com/v2//preset_download/undefined
Seems to be a client application error, where it's not building the request path correctly. That "undefined" bit at the end of the path is meant to be the id for the preset.
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My app is
Windows 64bit build,
version 2.4.3.6250.Release.Can you guys post your versions? Again, process of elimination...
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These are the details for my version of Bias FX2, it is (maybe?) worth saying that I'm using Windows 11?
Not sure what other people are using but maybe that's what's causing problems?Bah, technology!
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@ian-johnson511 I doubt they do different builds between Windows 10 and 11. The error that caused this has nothing to do with the OS.
So... Windows 64bit build. Anyone using 32bit build? I doubt that would be built on different codebase, it should just be build flags. Still... one can never be too sure...
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@gary_hutchings I know how you feel. I have been a dev/engineer for quite a while. I have never been front line or level 2 support, but really curly support cases get escalated to the engineering teams. I'm no longer a dev/engineer but, like you said, habits die hard.
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@dany-patel-wu Oh I know there probably wouldn't be any difference between Win 10 and 11 versions, but with the way things go sometimes you never can tell.
Perhaps I should try the 32-bit version and see if there's any difference?
EDIT: I've installed the 32-bit version instead and received the same error.
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@ian-johnson511 cool, thanks for confirming. I just wish they'd put out a new build soon.
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Tone cloud also does not work in Canada. It is actually quite annoying. The same thing happened to Amplifi before they basically became obsolete. Hopefully this isnt happening with Positive Grid. Its been three days and i am already looking into alternatives. Need something that works with out glitches.
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Using Bias FX2 on my Windows desktop, when I try to download from the Tone Cloud, I also get the Unknown error occurred message. I am in Seattle, WA, but I don't think this is a location related issue, because I used my iPad and Bias FX2 Mobile, went to the Tone Cloud and was able to download the same tone successfully that had failed on my Windows machine.
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@tanuki-green said in Cannot download anything from Tonecloud:
Using Bias FX2 on my Windows desktop, when I try to download from the Tone Cloud, I also get the Unknown error occurred message. I am in Seattle, WA, but I don't think this is a location related issue, because I used my iPad and Bias FX2 Mobile, went to the Tone Cloud and was able to download the same tone successfully that had failed on my Windows machine.
Yeah, it's related to the Windows build at least. Nobody else have replied with a non Windows build. Check out details of the error I posted a few messages above. What version of Bias FX 2 on Windows are you using?
