Why am I getting "Download Error: please retry" when I attempt to download any HDRI images from the HDRI environments library in twinmotion?

Development Getting Started & Setup
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1

I have a free trial version of twinmotion 2022.2.3 that I downloaded through the epic games website. I use the epic games launcher to start twinmotion, I check to ensure I am logged in to epic games, and when I go to download any HDRI images from the HDRI environments library, I get the download error. I have tried uninstalling and reinstalling, I have restarted my PC, I checked with IT here at my work to ensure epic games in not blocked by the servers.. still I get this error. Is there anyone who can help me understand why? Is it because this is a trial version?

2

Hi,

Thank you for reaching out in the community, and I will follow up with you through your support ticket as well.

The HDRI Environments should be able to be used in all license versions of Twinmotion, including the Trial. As it has been some time, can you please try again in case there may have been a temporary server error?

If the issue persists, please also try deleting the Config folder and verifying Twinmotion's files as shown in our Twinmotion is not visible after splash screen article. Doing so will reset Twinmotion to a default configuration then ensure that it does not have any missing or corrupt files.

Best Regards,

Morgan

3

It appears downloading the trial for the latest version of twinmotion (2023.1 preview 2) has resolved my issue. I originally had this problem in the twinmotion 2022.2.3 trial. After I downloaded the newer 2023 version, I found that I could utilize the HDRI environments library. out of curiosity, I opened the old 2022 version and I saw that I could suddenly download HDRI images from the library there as well.

4

Cookie-baked (Customer)

3 years ago

hi there,

I just solved the issue and i believe it has to do with one’s own Windows security settings. The issue for this seems to be coming from Ransomware protection disabling access to Twinmotion from accessing the library on the computer. A setting called " Controlled Folder Access" in Windows security was blocking TM from accessing the local TM Documents folder and hence was not able to download or use the Megascans library locally. Im not sure how this came to be, but this solved the issue for me after i added the TM to the exclusion.

Hope this helps to anybody having this issue.

Cheers!!