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    Cannot download anything from Tonecloud

    Desktop guitar software
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    • ian.johnson511
      ian.johnson511 last edited by

      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

      jim.solovey 1 Reply Last reply Reply Quote 0
      • Jay Houghton
        Jay Houghton last edited by

        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.

        1 Reply Last reply Reply Quote 0
        • Dany Patel-Wu
          Dany Patel-Wu last edited by

          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.

          1 Reply Last reply Reply Quote 0
          • ian.johnson511
            ian.johnson511 last edited by ian.johnson511

            @gary_hutchings

            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.

            1 Reply Last reply Reply Quote 0
            • Jay Houghton
              Jay Houghton last edited by

              @gary_hutchings I am having issues from within the US

              1 Reply Last reply Reply Quote 0
              • ian.johnson511
                ian.johnson511 last edited by

                @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!

                1 Reply Last reply Reply Quote 0
                • Dany Patel-Wu
                  Dany Patel-Wu last edited by

                  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.

                  1 Reply Last reply Reply Quote 0
                  • Dany Patel-Wu
                    Dany Patel-Wu last edited by

                    My app is

                    Windows 64bit build,
                    version 2.4.3.6250.Release.

                    Can you guys post your versions? Again, process of elimination...

                    1 Reply Last reply Reply Quote 0
                    • ian.johnson511
                      ian.johnson511 last edited by

                      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!
                      Screenshot 2021-12-17 205537.png

                      Dany Patel-Wu 1 Reply Last reply Reply Quote 0
                      • Dany Patel-Wu
                        Dany Patel-Wu @ian.johnson511 last edited by Dany Patel-Wu

                        @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...

                        ian.johnson511 1 Reply Last reply Reply Quote 0
                        • Dany Patel-Wu
                          Dany Patel-Wu last edited by

                          @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.

                          1 Reply Last reply Reply Quote 0
                          • ian.johnson511
                            ian.johnson511 @Dany Patel-Wu last edited by ian.johnson511

                            @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.

                            Dany Patel-Wu 1 Reply Last reply Reply Quote 0
                            • Dany Patel-Wu
                              Dany Patel-Wu @ian.johnson511 last edited by

                              @ian-johnson511 cool, thanks for confirming. I just wish they'd put out a new build soon.

                              1 Reply Last reply Reply Quote 0
                              • Brent Iserhoff
                                Brent Iserhoff last edited by

                                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.

                                1 Reply Last reply Reply Quote 0
                                • tanuki.green
                                  tanuki.green last edited by

                                  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.

                                  Dany Patel-Wu 1 Reply Last reply Reply Quote 0
                                  • Dany Patel-Wu
                                    Dany Patel-Wu @tanuki.green last edited by

                                    @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?

                                    tanuki.green 1 Reply Last reply Reply Quote 0
                                    • Dennis Seve
                                      Dennis Seve last edited by Dennis Seve

                                      I also cant dl any preset beside of the "Featured" ones. I´m located in Germany using V2.4.3.6250.Release on Win10 64Bit.
                                      I´ve read that the standalone version might function but i cant test it since it does not start up and i´m using it as plugin right now.

                                      FacePUSH 1 Reply Last reply Reply Quote 0
                                      • tanuki.green
                                        tanuki.green @Dany Patel-Wu last edited by

                                        @dany-patel-wu I'm running version 2.4.3.6250. DSP engine 2389 as well, 64bit build on Windows 10.

                                        1 Reply Last reply Reply Quote 0
                                        • FacePUSH
                                          FacePUSH @Dennis Seve last edited by

                                          @dennis-seve Can confirm that Standalone version will not download. Ontario Canada reporting in.

                                          1 Reply Last reply Reply Quote 0
                                          • john.doyle
                                            john.doyle last edited by

                                            I'm on Macbook and am having the unknown error occurred message. Based in Australia. Bias Fx is the latest build. I've also tried uninstalling and reinstalling to no avail. Logging in and out etc.

                                            1 Reply Last reply Reply Quote 0
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