Broken references in material instances

Distribution UE Marketplace
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1

Hello everyone
I sell a scene on Unreal marketplace.

And one customer came across an issue. Some materials instances lost some texture references.
I’d downloaded my scene again from google drive and tested it on 2 different computers. In my case it works, no issues.
I attached screenshots with his problem and how it shows on my computer
The numbered texture you see on the picture below is a default texture I used for making material
Customer’s issue

photo_2023-01-02_09-50-51 (3)
photo_2023-01-02_09-50-51 (3)1024×768 166 KB

The same picture on my PC
photo_2023-01-02_09-50-51
photo_2023-01-02_09-50-511280×720 163 KB

As you can see on the picture above vertex paint works but background texture is replaced.

I suggested to him fixing redirectors and replace textures by hand ( I sent him step-by-step instruction how to replace it). Unsuccessfully…

I’d tried to do it on my PC and sent to him fixed instances, unsuccessfully.

Also he can’t send me the scene from him because he has a bad internet.

This issue appears only for one customer…

Could you please help us with that? Where the issue is

Thank you

2

Could this be due to the clients pc not meeting shader model requirements for the material shaders? Does the client get any errors when compiling the material instance parent material? (maybe a remark about the shader model version compatibility?)

3

Hi! I agree with 3dRaven. Years ago a customer wrote me a message with a verry similar probleme. My solution was to reduce the number of textures in the material. So i needed a rust and a grounge texture in that material(similar shape, different color), and I removed the grounge texture, modified the color of the rust texture with hsl node, and reused it as grounge. So the overal number of textures was reduced, and after that the material worked flawlesly. Sorry for my english, I am learning yet:D

4

Thank you. That material is pretty basic. Just 238 instructions. I don’t think the issue is there.

5

maybe he changed some settings in the project, or maybe you have used custom settings different than the default. try importing your asset in a default project, see if there is any difference. probably not, but who knows.

also maybe his GPU memory is too low to load all the textures in memory.

6

Thank you all. We didn’t understand why those references were broken.
However, the customer missed my message with pdf file how to reassign textures by hand.
Now everything is fine. He’s just replaced some textures and it works
Thank you