So sorry about the trouble! More often than not this is a sign of an incomplete download. If you have duplicate folders named "SUBSTANCE" or a series of .zip/.rar files then this is the problem. Here's a screenshot of what your SUBSTANCE folder should look like:

If you find that your folder doesn't match the one above please follow these steps to fill in the missing files:

  1. Login to Output Hub
  2. Click "Download" or "Download Again" in the SUBSTANCE section
  3. When the window pops up asking you to set a destination, choose the folder that your current product folder is in.

Do not select or highlight your current product folder. The SUBSTANCE folder is not the correct location.

For instance, if you are updating SUBSTANCE, and your SUBSTANCE folder is in a folder called 'Output', you want to select the 'Output' folder. Do not select or highlight the SUBSTANCE folder.

*Don't worry! This won't take as long as you might think. Output Hub will first download some files at the beginning, then scan through what you have already downloaded. At the end of the scanning process, it will download what you are missing. After that, you should be good to go.