Padshop no sample content loaded Cubase Artist 9.5

Sorry if this is somewhere else but…
Am having an issue with padshop - when I load the synth the names of all the pre-sets are listed but there is no sample content loaded.
I have done a re-download and reinstall of cubase 9.5 about 4-5 times and also had someone from Cubase support do same as I did by remote access and still no change. Does anyone know where the sample library is installed and how to get Cubase to find it?
Many thanks