Native Access showing 'DEMO' for 2 libraries

Sorry to be a little 'needy' about this, but I bought a crossgrade to Symphonic Destruction from Damage 2 on Tuesday and both libraries now show as DEMO.

I followed the article (https://support.native-instruments.com/hc/en-us/articles/4402377887121-My-Products-Are-Showing-As-DEMO-in-Native-Access ) to try and fix it but it didn't work. Tried more than once as well.

I have raised a support ticket but have only had one response in nearly 3 days now and as it is approaching the weekend would appreciate some help.

Cheers

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Andreas_NI

Hi Rick,

thank you for getting in touch.

Unfortunately we are currently under a backlog of requests so we can not achieve the Service Times we would like to offer, we are sorry about that.

I just had a quick look into your case. The license which should be the baseproduct for your new crossgrade, seems to be missing so an agent will have to have a look into why the baseproduct is missing. This is normally the case if you have resold your base product second hand.

Please bear with us until we get to check the details.

Thank you for your understanding.

Andreas_NI

Hey Rick,

thank you for getting back to me.

I believe the webshop logic only checks if you have a certain license in your account, our webshop logic does not check if there is an error in your update chain. So it does not realise that there is a missing base product to a base product.

Therefor, it is most likely that you have for some reason been able to unregister a base product, which has broken your heavyocity update chain.

Ill close this thread for now and ask you for patience until our agent has been able to study the root cause to your account issue.

Thank you

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Andreas_NI

Hi Rick,

thank you for getting in touch.

Unfortunately we are currently under a backlog of requests so we can not achieve the Service Times we would like to offer, we are sorry about that.

Please bear with us until we get to check the details.

Thank you for your understanding.

Rich Whitfield

Thank you for getting back to me Andreas, much appreciated.

If there is a base product missing then how was I able to buy a crossgrade?

Andreas_NI

Hey Rick,

thank you for getting back to me.

Therefor, it is most likely that you have for some reason been able to unregister a base product, which has broken your heavyocity update chain.

Ill close this thread for now and ask you for patience until our agent has been able to study the root cause to your account issue.

Thank you

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