"An error occurred while processing your serial"

Benjamintoddwills

Hello,

I am brand new to native instruments, and just keep running into this error message while attempting to register my hardware serial:

"An error occurred while processing your serial"

It's a new keyboard from Sweetwater, so there really shouldn't be a licensing issue.

Any ideas?

Jeremy_NI

@Jordy Penagos It looks like you were able to contact my colleagues and the issue is now fixed.

Uwe303

Hello,

maybe this helps: Native Access Error Message: "Activation failed...Internal error during activation" – Native Instruments (native-instruments.com)

Jeremy_NI

@Benjamintoddwills I see that my colleagues got back to you. Let us know when the issue is solved and how, thanks!

Jordy Penagos

I have the same problem as everyone, I can't register the kontrol'S61'N MK3 midi controller. It does not recognize the hardware serial number. I already updated the product, I already changed the native access account registrations and I couldn't register the driver. I have been investigating and in some forums they mention that these numbers have already been registered previously or with other accounts. Is that true??? I bought it new online, I already opened a ticket but I still haven't received a response.
Sincerely Jordy

Hello here is the admin Uwe303 I deleted the email address, pls don't write mail addresses here for your own safety and that you don't get spam

Uwe303

Hello,

as written above I changed your text a bit at the end, contacting support on this case was right, only support can help you in this case most likely. Please wait for response, I know it's not ideal if you have a product and want use it and you can't.

PoorFellow

https://community.native-instruments.com/discussion/comment/155476#Comment_155476

I have been investigating and in some forums they mention that these numbers have already been registered previously or with other accounts. Is that true??? I bought it new online,

The already registered ought only happen if the unit were sold prior to someone that returned the unit. Your issue registering the unit where the serial do not work is another type of issue most likely of technical nature. And as Uwe303 already explained then only Account Support can help with that.

After making a ticket you ought to have been receiving an email confirmation within a couple of hours (remember to check spam folder also). Then please allow support up to a week to answer and if they do not respond within a week then politely update your ticket to let support know that you are still waiting for a response. Also N.I. support do not work in the weekend.

Jeremy_NI

@Jordy Penagos It looks like you were able to contact my colleagues and the issue is now fixed.