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Epic Games' offices will be on holiday from June 22nd to July 7th. During this period support will be limited. Our offices will reopen on Monday, July 8th. 

Substance Atlantis gets stuck in Syncing, unable to download.

As the title says. Asked my password verification, then gets stuck in a grey "Syncing" button. The download never starts.

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asked Sep 18 '14 at 06:13 AM in Marketplace

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JuanManuel
6 2 2

avatar image Ehamloptiran Sep 18 '14 at 07:20 AM

I would just like to verify that this is also occurring for me.

avatar image CaptainCrazy Sep 18 '14 at 08:37 AM

Yep the same thing is happening to me too.

avatar image gonzamancg Sep 18 '14 at 08:53 AM

same here. stuck on syncing

avatar image Stormrage256 Sep 18 '14 at 11:21 AM

Got the same problem here. Tried restarting the editor, but still just keeps syncing.

avatar image fdslk Sep 18 '14 at 12:06 PM

Same here, probably it's just a server issue. Too much downloads.

avatar image CaptainCrazy Sep 18 '14 at 12:15 PM

I tried logging in and out, exiting the engine, lots of things but no luck. And it says I need 4.4.4 but there is no option for me to update past 4.4.3

avatar image tomofnz Sep 18 '14 at 12:37 PM

I don't see requirement for 4.4.4, just 4.4

avatar image drboyd Sep 18 '14 at 03:10 PM

I'm having the same problem as well. Tried logging out and logging back in, but still it gets stuck on syncing forever.

avatar image gotgrassct Mar 02 '15 at 11:03 AM

Yeah it's also not working for me. I bought the blueprint inventory system. It says "Syncing"

avatar image CelestialCel Mar 02 '15 at 06:20 PM

I also bought something, Landscape materials. It's also syncing. Servers down?

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5 answers: sort voted first

Hey guys,

If you're here about 'Commercial Doors Kit', 'Blueprint Inventory', or 'Landscape Material Pack', don't panic! These assets were incomplete and released by accident. We've removed them from the Marketplace for the time being - once they're fully set up and tested we intend to add them back to the Marketplace. A̶n̶y̶ ̶m̶o̶n̶e̶y̶ ̶y̶o̶u̶ ̶s̶p̶e̶n̶t̶ ̶o̶n̶ ̶t̶h̶e̶m̶ ̶w̶i̶l̶l̶ ̶b̶e̶ ̶r̶e̶f̶u̶n̶d̶e̶d̶ ̶-̶ ̶y̶o̶u̶ ̶c̶a̶n̶ ̶b̶u̶y̶ ̶t̶h̶e̶ ̶a̶s̶s̶e̶t̶s̶ ̶a̶g̶a̶i̶n̶ ̶o̶n̶c̶e̶ ̶t̶h̶e̶y̶ ̶a̶r̶e̶ ̶r̶e̶l̶e̶a̶s̶e̶d̶.̶

EDIT: I was mistaken about the refund. Refunds are not automatic. When the assets are released, you will retain ownership of them (because you purchased them).

If you still want a refund, please email billing@unrealengine.com and give them the email address of your Unreal Engine account, and the name of the asset(s) you purchased. They'll be able to give you the refund that way.

Regards,

Jonathan

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answered Mar 03 '15 at 01:23 AM

avatar image RichardB Mar 03 '15 at 08:23 PM

Thanks, happy to wait for the assets to be released.

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Hey, everyone.

This was a known issue! We deployed a fix and it should work for you all now. If you have any more trouble, please close and reopen the launcher.

Enjoy Substance Atlantis!

Jonathan

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answered Sep 18 '14 at 05:33 PM

avatar image Stormrage256 Sep 19 '14 at 12:52 AM

Thanks, it's working now.

avatar image HeadClot Jan 30 '15 at 08:00 PM

I am having the same issue but with the Turn Based Strategy Example under the learn tab.

avatar image TJ V ♦♦ STAFF Jan 30 '15 at 08:41 PM

Hi HeadClot,

Thank you for letting us know. Our Content Team was aware of the issue and are actively working to fix it. They hope to have it working soon.

avatar image CelestialCel Mar 02 '15 at 06:31 PM

Me and some others are having the same issue again. I bought Landscape Materials and it's still syncing after 30mins even after the download troubleshooting.

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Same here

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answered Sep 18 '14 at 09:18 AM

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order66
98 4 15 18

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Working for me now!

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answered Sep 18 '14 at 04:45 PM

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JuanManuel
6 2 2

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Looks like it's started again in March 2015 with 4.7.1... Got 2 purchases that are doing it, Commercial Doors Kit and Landscape Material Pack. Logging off then on does not fix the problem.

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answered Mar 01 '15 at 08:01 PM

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RichardB
134 2 4 11

avatar image gotgrassct Mar 02 '15 at 11:03 AM

Yeah it's also not working for me. I bought the blueprint inventory system. It says "Syncing"

avatar image CelestialCel Mar 02 '15 at 06:21 PM

Bought one of the same assets, not working for me still. Does it work for you?

avatar image RichardB Mar 02 '15 at 08:27 PM

Still not working - I have a "syncing" feeling about this ;) In fact the Commercial Doors Kit appears to have been removed from the marketplace. No errors in my launcher log, admin access etc so would have thought it would be ok - perhaps it is related to not being compatible with 4.7 - I did try 4.6 but same "syncing" issue... New launcher is cool but still not working.

avatar image Jonathan Dorman STAFF Mar 03 '15 at 01:26 AM

I've added an Answer to this question explaining the situation. In short, our mistake! These assets are incomplete and weren't ready for release yet. You'll be refunded any money you spent on them, and are welcome to buy them again once they're released for real. For now, they've been removed from the Marketplace.

avatar image Jonathan Dorman STAFF Mar 03 '15 at 05:12 PM

Another correction! If you've purchased the asset, you will not be automatically refunded. When the asset is released, you will retain ownership of it (since you bought it already!). If you want a refund, please email billing@unrealengine.com with the email address for your account and the asset(s) you purchased. They can then give you your refund.

Again, sorry for the confusion!

avatar image gotgrassct Mar 03 '15 at 06:14 PM

Hey, I tried to use the Blueprint inventory last night and it had NOTHING to do with inventory. It was actually an FPS game or something with weapons. It wasn't inventory and it was nothing he described in his video or in the pictures or in his description. Was wondering if you guys got that fixed?

avatar image gotgrassct Mar 03 '15 at 06:18 PM

I've added it to a new project and everything was an FPS game and had something to do with weapons. Also, some of the blueprints had compile errors

avatar image TJ V ♦♦ STAFF Mar 10 '15 at 04:23 PM

Hi gotgrassct,

That is a different issue than this thread is for. Could you post this as a new question in the Marketplace section or perhaps discuss it here on the Forums.

Cheers,

TJ

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