How do I get problems resolve quickly and not weeks?

Mark Hafer
Mark Hafer Member Posts: 5 Newcomer
edited October 22 in Maschine

How do I get problems resolve quickly and not weeks?

Maschine all of a sudden is now in DEMO mode and I've found no way to reinstall it?


AND both screens on the Maschine Studio are completely dead.

Answers

  • LostInFoundation
    LostInFoundation Member Posts: 4,414 Expert

    Check if this article can help you

    https://support.native-instruments.com/hc/en-us/articles/4402377887121-My-Products-Are-Showing-As-DEMO-in-Native-Access

  • Uwe303
    Uwe303 Moderator Posts: 3,839 mod

    what do you mean with completely dead, if you power it on with the psu nothing happens? Can you check the psu with a voltmeter?

  • Mark Hafer
    Mark Hafer Member Posts: 5 Newcomer

    All the leds light up on the Maschine Studio and sweep across it when you turn it on. But both screens do absolutely nothing - not even a flicker.

  • Mark Hafer
    Mark Hafer Member Posts: 5 Newcomer

    The bigger problem I need to address first is in Native Access the Maschine Studio says DEMO and won’t do anything else. I’ve deleted it in the applications folder and have tried all the suggested solutions I’ve received so far and still nothing.

  • Kubrak
    Kubrak Member Posts: 3,009 Expert

    If the screens on Maschine Studio do nothing (do not lit on), you have most probably HW problem.

  • Mark Hafer
    Mark Hafer Member Posts: 5 Newcomer

    That's what I'm afraid of...

  • Uwe303
    Uwe303 Moderator Posts: 3,839 mod
    edited August 2023

    You can try to delete the device on windows device manager/USB devices or something like that, there must be a maschine studio dfu device, if asked to delete the driver, say yes and reinstall the driver (all without maschine connected and set "show all devices" on). If you followed all the the steps in the linked article you maybe better contact natives support directly, but I would try to have a look a second time in the article you can easily make a mistake.

  • Mark Hafer
    Mark Hafer Member Posts: 5 Newcomer

    Thanks for the info! I'll try it.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 11,848 mod
    edited August 2023

    If you still have issues with Native Access and Maschine being in demo, even after checking the article, you can contact our installation/activation specialists here: http://bit.ly/NIsupport_install

    For the Maschine Studio, you can ceck this article first: My MASCHINE Controller Does Not Start

    If all fails, the best is to check on another computer, if it's also not working there, then you need to contact our hardware department here: https://bit.ly/NISupport_Hardware

    To answer your initial question "How do I get problems resolve quickly and not weeks?"

    It should not get weeks for our support to help out. To speed up things, it can be helpful to add some info, like what's your operating system, if you have a M1 mac or intel, etc...

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