Logic hard crashing after updating KK and a number of plugins.

gosh

We have a similar issue with AU plugins KK and Battery crashing Logic when opening the UI.

We provided already the support tool export, but haven't got any useful response back except the usual deinstall and install process incl. full hd access approach.

Interestingly we have 2 studios with exact same MacPro setups (matching versions) and one is working fine but on the other one Logic is crashing when opening the plugin UI.

I'd love to see more technical descriptions or solution either via CLI commands or scripts provided by NI support to get these kind of issues identified and fixed.

Also I recognise from forum threads that NI support seems to lack of resources and/or specialists?

Despite of patiently waiting for getting a response on support ticket, is there anything we can try to fix the crashing issue ?

Jeremy_NI

@gosh I pinged my colleagues so they get back to you as soon as possible. In the meantime, maybe a couple of things to check:

What happens if you open Battery in standalone? Komplete Kontrol in standalone? Is everything functional, do you get crashes?

Have you tried those steps already: KOMPLETE KONTROL Crashes

You can repeat the process for Batttery.

You mention 2 similar setups, do they have both the same graphic driver & audio soundcard?

gosh

@Jeremy_NI , we can use the Battery and Kontakt in ProTools without any issue. The crashes only appears in Logic.

I've tried the steps already including:

Complete uninstall and reinstall: Battery, Kontakt, Factory Libraries, Native Access, Logic, 

Cleanup: Native Instruments preferences, database files ,

Also more details and result of the NI support tool is attached to the support ticket (created on 27.2.2023)

I got it working 2 times for a very very short period, it worked for a test logic session after complete manual reinstall and cleanup procedure, but after a restart of the macpro it started crashing again since then every time.

thanks

Jeremy_NI

@gosh My colleagues got back to you, please continue the conversation there and let us know the solution if it's to be found.

marlin

Jeremy_NI

Help, logic can't open any instances of KK and no song where kK is used, can you provide me a link to the 2.9.2 version?

sorry for Hijacking

Jojo123

The responses to my issue have been getting further and further apart with no resolution but to run the old KK. My last response (automated for the second time) from support was on the 24th of April. I was also told my "crash" was supposed to have been "forwarded to developers and QA department". That was well over a month ago.

I don't like major updates like OS installs when there's unsorted issues but I have since updated to Monterey because I could no longer reasonably hold off. Unlike others who are worse off than me, I am getting work done, but how long is this going to go on for?

gosh

@Jeremy_NI

please help!

We had already 2 Remote Support sessions with NI, but unfortunately not even the NI engineers are able to fix the issue!!

After a whole lot of measures (cleanups/clearing, permissions/preferences/db/library/ , etc,.. ) the engineers are stuck with "never seen this" , must be something else, etc.

After all the support sessions I feel like left behind alone with the issue, and no idea what else to do, except for asking for an escalation.

I did expected a professional debugging session from engineers that do know the software and are able to put the software into some kind of debug mode to pinpoint the root cause and fix it.

However, the opposite is the case, the NI engineers at the support seem to tweak around (the usual stuff, from preference cleaning to permissions,...) and ask to try this - try that unless it fortunately may work.

Also, I find it very odd, NI engineers are not allowed to use Webex/Zoom or any other Online Communication platform other than calling a phone number, this is very unusual. The second engineer could not even call-in, because of missing company phone (no comment) !?!

I must say this is really not a satisfying support experience and I'm very disappointed how that work out atm.

Jeremy_NI

@gosh Our support agents do what they can, not all issues are an easy fix and it can take some time and involvement from other teams, liks QA or devs when they are out of options. I see that you are still in contact, hopefully we'll find a solution.

gosh

Dear @Jeremy_NI and Native Instruments Support Team,

I hope this message finds you well. I am writing to express my extreme disappointment and frustration regarding the ongoing issue I've been facing with Battery and Kontakt AU plugin crashing Logic, and the lack of effective support I have received thus far.

We have been a loyal customer of Native Instruments for several years now and have always admired the quality and innovation that your products bring to the music production industry. However, my recent experience has left me deeply dissatisfied.

For the past few months, we have addressed consistent crashes when attempting to use the Native Instruments plugins in Logic. Despite my initial optimism, the situation has only worsened. We have diligently followed your support team's guidance, submitting detailed crash reports and participating and even organising two remote sessions/conferences. Regrettably, neither of these attempts has led to a resolution, leaving me with an unusable and in another more broken product.

What is most concerning is the complete lack of communication I have received from your team over the past month. After I provided crash logs as requested there was silence, my support ticket was marked as "solved", even though the issue remains unresolved on our end. This silence has only exacerbated our frustration, as it seems our concerns have been dismissed without any proper investigation or effort from your side.

I understand that technical issues can be complex and may require time to address, but I believe that a reasonable level of communication and transparency should be maintained throughout the process. To invest both time and money into a product that consistently crashes, and then to be met with a lack of responsiveness, is both disappointing and disheartening.

I implore you to review our case once again and provide the support and assistance that we, as a paying customer, deserve. Please understand that my intention is not to criticize, but to seek a solution to this issue that has been impacting our creative work and productivity.

I kindly request a prompt and comprehensive update on the status of my support ticket and the steps being taken to address this problem. As a long-standing customers, we believe in the potential of Native Instruments and hope that this unfortunate experience can be turned around.

Also I have requested to escalate this matter but for some reasons is does not to seem possible or foreseen to escalate from customer end.

Thank you for your attention to this matter. I eagerly await a response and a resolution to this ongoing issue.

Jeremy_NI

Hey @gosh I understand the frustration. Your ticket was not marked as solved, it's an automatic process, after some time without reply from your part you get a reminder, that's all. I must admit it might not be the best experience and we could have had a better communication.

Now, as you said, my colleagues spent some time on your case, did a lot of troubleshooting, organised remote sessions, they are now waiting for devs feedback to understand why you are still experiencing these crashes, even after all these steps. The devs are super busy at the moment and were not able to look into it yet. It seems no other user has experienced this issue with such severity (and no fix). My colleague got back to you with another step to try, we'll continue to help if we can.

gosh

Hi @Jeremy_NI ,

another month is gone, unfortunately without any progress.

After your intervention (very much appreciated! ), the Support asked me to delete the Battery factory -> This was awkward and seemed to me to merely show at least some kind of activity. -> Why? Because this was done already 2 times on the remote sessions by the support engineers themselves!

Does this mean that support activities and measures are not documented by the engineers?

I have to ask if NI is serious about providing professional support for their products?

We're super frustrated to say at least.

thanks

Jeremy_NI

Hey @gosh Sorry about that. My colleagues are very serious, they also have to deal with a huge lot of products and cases, so it could be they overlook something at some point. Please continue the conversation with my colleague.

gosh

Hi @Jeremy_NI

we followed the instruction from support, this is still "try this, try that" phase, deleting xml, deleting db etc., things that has been done already multiple times on multiple ways, even by the support guys themselves via remote session.

This time, the deletion of the xml did not help, but it was known before that it will not help!

How long do we need to do things over and over again, until a real technician or product expert can do a prober debugging?

thanks

gosh

I got an update that the issue will be fixed in a coming update.