Native Access suddenly lost over half of my content

slipson
slipson Member Posts: 3 Newcomer
edited August 2023 in Kontakt

Tried loading a PT session today from a week ago. Kontakt 7 says not activated and well over half of my instruments have vanished from Kontakt and Native Access. On reloading the session get the same message even though I supposedly activated it. I picked one random missing instrument and reentered its serial number which was accepted but it won't appear in Native Access. Nearly all my 3rd party instruments have vanished as have many NI ones, including the original Kontakt Factory. Any ideas? Bit of a problem as I'm in the middle of a time sensitive project.

No way of speaking to anyone at NI support as far as I can make out.

Mac Pro3.2 Ghz 16 core, 224 GB ram, Ventura 13.4.1

Best Answer

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,887 mod
    Answer ✓

    Seems the issue was fixed by the following:

    Please carry out the following steps: 

     Go to the following directory: 

    Mac HD > Library > Application Support > Native Instruments > Service Center

    Then delete the following .xml file:

    Native Access.xml

    Next, please go to the following article and thoroughly go through all the steps to make sure you get the desired result:

    Native Access Error Message: "Activation failed...Internal error during activation"

    Restart your computer and Native Access afterwards.

Answers

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,887 mod

    @slipson What version of Native Access are you using? The current one should be 3.5.0: https://www.native-instruments.com/en/specials/native-access-2/

    Does Native Access have full disk access, as well as the NTKDaemon? How to Enable Full Disk Access on macOS

    The NTKDaemon can be found here:

    Macintosh HD > Library > Application Support > Native Instruments > NTK > NTKDaemon

  • slipson
    slipson Member Posts: 3 Newcomer

    V3.5.

    Full disk access (it's finding some libraries on the same external drives as the ones it isn't finding) and NTKDaemon is there

  • slipson
    slipson Member Posts: 3 Newcomer

    Thank you Jeremy. Is this the best way to get a quick response from NI? I'm pretty desperate at the moment. There doesn't seem to be any phone support any more. I've tried using your interactive support which didn't help. I've invested many 000s in your software and hardware and this situation isn't great news.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,887 mod

    Hey @slipson Unfortunately we don't offer phone support. I see that you submitted a request and my colleague got back to you. I've added the information you put here in the ticket. Please get back to my colleague.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,887 mod
    Answer ✓

    Seems the issue was fixed by the following:

    Please carry out the following steps: 

     Go to the following directory: 

    Mac HD > Library > Application Support > Native Instruments > Service Center

    Then delete the following .xml file:

    Native Access.xml

    Next, please go to the following article and thoroughly go through all the steps to make sure you get the desired result:

    Native Access Error Message: "Activation failed...Internal error during activation"

    Restart your computer and Native Access afterwards.

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