Maschine Software Will Not Show Up In Native Access To Download

snipesfool

Hello! I'm looking for some help with my new Maschine. I just received my new gear in the mail yesterday and everything else downloaded fine in Native Access except the Maschine software. I've tried uninstalling/reinstalling Native Access, re-entering the serial number, restarting/updating my computer and it does not show up in Native Access to install. In the screenshot below you can see that the Factory Selection downloaded but I cannot download the software as it will no show up in "Not Installed" after I enter the serial successfully.

I'm pretty frustrated since I just bought the Maschine and can't use it. Any help would be appreciated.

Jeremy_NI

Hey all, the issue was on our end. There was a problem with some wrong serials being delivered and not showing up products in Native Access. The issue is resolved now, your products should be available to download and install in Native Access, if not, hit refresh and they should show up. Sorry for the panic here !

Blindeddie

what is on your "Not Installed" Tab in NA? If it's not there, get in touch with Account and Registration support using the chat feature during active hours.

Account & Registration – Native Instruments (native-instruments.com)

Also, try refreshing NA...

snipesfool

https://community.native-instruments.com/discussion/comment/6303#Comment_6303

Nothing shows up in the "Not Installed" tab after I successfully enter the serial number. I've tried all those steps you've listed. Have tried refreshing, reinstalling Native Access, etc. I have reached out to support but they have not been able to help me so far and were confused at what my problem was in the first place. The chat people forwarded me to the tech email support.

Blindeddie

That sounds a bit weird, software for a registered product not showing up in Native Access should be a no brainer…I am tagging @Matt_NI to see if he can get movement on this! Stay tuned!!

snipesfool

https://community.native-instruments.com/discussion/comment/6328#Comment_6328

Thanks so much! Really appreciate your help.

dezhatton

I received my Maschine Mikro Mk3 this week and have EXACTLY the same thing going on, so thanks for raising it!

snipesfool

https://community.native-instruments.com/discussion/comment/6345#Comment_6345

Dang that sucks! I'm guessing you never got a solution the problem?

awinterl

Is there really also machine 2 for machine XXX under REGISTERED PRODUCTS in the portal under MY PRODUCTS, SERIALS, AND DOWNLOADS?

The software still has its own registration, as far as I know, a registration for machine 2 is included with every piece of hardware.

snipesfool

https://community.native-instruments.com/discussion/comment/6356#Comment_6356

Apologies but I'm not really sure what you're asking. I'm aware that the software has it's own registration and that's the serial I've been trying to use. Whenever I enter it, the software will not show up in my "Not Installed" folder. For some reason I was able to download the Maschine Factory Selection though. Here's the Maschine software that is available on my account and that I've tried to enter/download multiple times without success. Serial numbers are blocked out.

dezhatton

https://community.native-instruments.com/discussion/comment/6351#Comment_6351

I came here first, to see if I’d missed something and could learn from others’ experiences. I’ll put in a ticket…

My licenses vs available downloads situation is identical.

snipesfool

https://community.native-instruments.com/discussion/comment/6424#Comment_6424

It's so frustrating. I've seen at least 3 other people with this issue too and the customer service hasn't gotten back to me at all. I just bought the device last week and can't even use it.

Blindeddie

Unfortunately CS does not work on the Weekends so you may not hear back until next Monday!

awinterl

https://community.native-instruments.com/discussion/comment/6383#Comment_6383

So with me, machine 2 is listed separately, here is my registration for the MK3

I'm not sure but I think you're missing a serial number in the registry here. I had to search a little longer back then, but there was an extra card with the serial number in the packaging. It might still be the case today.

ADDITIONAL INFO

• Supported Interfaces: Stand-alone, VST2 (64-bit), Audio Units (64-bit), AAX 64, ASIO, CoreAudio, and WASAPI.
• MASCHINE requires activation: Activate using the serial number on the flyer inside the box.

Jeremy_NI

Hey all, the issue was on our end. There was a problem with some wrong serials being delivered and not showing up products in Native Access. The issue is resolved now, your products should be available to download and install in Native Access, if not, hit refresh and they should show up. Sorry for the panic here !

dezhatton

https://community.native-instruments.com/discussion/comment/6857#Comment_6857

Thanks! Much appreciated.

Installed here and working.

DIS-ONE

I was gonna also ask if the hardware is registered. but i see that isn't the problem. is your maschine plugged directly in your computer. or are you using a hub. a friend of mine was using a ***** hub. and his maschine wouldn't even load up. also try changing the usb port your plugged into. just a few ideas.