NA - can't find download for new purchase, support tix go into ether

TJW

I purchased Session Ukulele, never received the email with my S/N so I found it in My Account and registered in Native Access. However the download still isn't showing up. I've tried several times to create a support ticket but they just timeout and never get created. Need help!

TJW

@Monochrome Thank you. After 8 days and hours of frustration I finally have the Session Uke downloaded and installed but I'm not thrilled about the journey or methods it took to get here. I was running Native Access v1 and had no way to know there was a v2 available, which is now installed. I use similar customer portals for other VST & SW products (E/W, Spitfire, Avid Link, etc.) and they all check for and update themselves frequently. Would be nice if NA would do the same. I'm still unable to create a chat bot support ticket but the back door typeform url I was sent by NI support (alerted by you - thank you!) worked and was helpful. I bookmarked the form in case I ever need it in the future, but NI's public facing support tools should be accessible and functional. Same with the url I was sent from support to directly download (outside of NA) the Session Uke product. It's a nice work around but the NA customer portal should be aware of and manage all of my purchases, registrations and installations. Thank you again for your attention and help with this. Cheers!

TJW

I've also tried replying to order@order.native-instruments.com and my emails bounce.

Monochrome

You normally won't receive an email with S/Ns. Once purchased, Session Ukulele should already be inside Native Access under "Available".

Try clicking the Refresh icon in the upper right corner of Native Access.

Other possible solution (8. Reset the NativeAccess.xml file):

• https://support.native-instruments.com/hc/en-us/articles/360000166958-My-Product-is-Missing-in-Native-Access

TJW

Thank you, I've been checking and refreshing Native Access but Session Uke is not showing up under available or anywhere else.

TJW

I filed a transaction dispute with my CC to pull back the funds. Perhaps this will get someone's attention at NI to reach out since I apparently have no way to reach them. The support ticketing system seems to be completely down and the phone number I found on my CC statement is "busy" and disconnects. I don't know what is going on over there, this is very aggravating.

TJW

BTW deleting the NativeAccess.xml file and letting it rebuild didn't work either.

TJW

Still trying to create a support ticket with same result, their system hangs for 20 mins or so after submitting and times out. Is anyone else having this issue? I've tried initiating the ticket creation from different machines and browsers in case it was a browser issue but getting the same result.

Monochrome

(I will tag @Jeremy_NI, so he can assist.)

Are you, maybe, using anything that could interfere with the ticket creation process? Like script blocking plugins (NoScript, uBlock or the like) or a proxy?

TJW

No script blockers, and I've created tickets in the past with no issue. Thank you for tagging someone at NI.

Jeremy_NI

@TJW I'm trying to find out what's wrong here, it looks like the chat for orders and webshop, have you tried with our typeform? In your case that would be this one: http://bit.ly/NIsupport_install

My colleague will reach out regarding the issue with the chat.

TJW

@Jeremy_NI @Kaiwan_NI I was able to fill out and submit the form Jeremy sent. Miguel reached out via email about the chatbot issue.

Thanks

Paule

Are you paid money for Ukulele? Or got a serial number?

If yes, type in the serial in „Add a Serial Mumber“. NA is looking for the path.

TJW

Thank you Paule, I did that per my original post:

"I purchased Session Ukulele, never received the email with my S/N so I found it in My Account and registered in Native Access. However the download still isn't showing up."

Paule

Purchase is for me like an order.

Just bought is if I've paid money.

So Kaiwan and Jeremy are the right persons you'll contact.

We the users can't help you.

Monochrome

@TJW Crossing fingers that everything gets sorted out for you soon!

TJW

@Monochrome Thank you. After 8 days and hours of frustration I finally have the Session Uke downloaded and installed but I'm not thrilled about the journey or methods it took to get here. I was running Native Access v1 and had no way to know there was a v2 available, which is now installed. I use similar customer portals for other VST & SW products (E/W, Spitfire, Avid Link, etc.) and they all check for and update themselves frequently. Would be nice if NA would do the same. I'm still unable to create a chat bot support ticket but the back door typeform url I was sent by NI support (alerted by you - thank you!) worked and was helpful. I bookmarked the form in case I ever need it in the future, but NI's public facing support tools should be accessible and functional. Same with the url I was sent from support to directly download (outside of NA) the Session Uke product. It's a nice work around but the NA customer portal should be aware of and manage all of my purchases, registrations and installations. Thank you again for your attention and help with this. Cheers!