Unable to log in, please restart

Violetk3

I know that there were some posts from early september documenting an update rollout issue causing people to get an error message saying they were "unable to log in, please restart computer" and apparently it was fixed, but I'm having this issue now, is this happening for anyone else or is it just me? (Also yes I did try restarting)

PoorFellow

What are your OS ? Oh! , it is Windows 11 ? (I looked at your profile 🙂)

Then what version of Native Access are you using ? If you are not using latest version of N.A. are there then any specific reason why you are not using latest version ? (such as you are using older software or hardware that will not play nice with the newer versions of software ?)

Else the newest version of Native Access can be downloaded here and you can try to install it on top of the previous version !

Violetk3

@PoorFellow my computer is not currently hooked up, but I should be on the latest version, if I wasn't using the latest version I wasn't aware, I can let you know with more certainty later though

PoorFellow

https://community.native-instruments.com/discussion/comment/103864#Comment_103864

Standard trouble-shooting advice is to make sure that you Native Access version is new enough , and if it is new enough (at present version 3.5.2 and above) then you are supposed to contact support to get their help to fix the problem !

Ref. : Native Access Error: "Unable to log in" : https://support.native-instruments.com/hc/en-us/articles/13415633434269-Native-Access-Error-Unable-to-log-in-

Violetk3

@PoorFellow sorry about the delay, it seems that the only place native access shares the version number is inside the application after the login process, I however cannot get past the login process because that's where the error comes up. unless you know another way to find the version number

PoorFellow

https://community.native-instruments.com/discussion/comment/104136#Comment_104136

Actually then the Native Access application ('Native Access.exe') is most likely located at the following location of your hard drive :  C:\Program Files\Native Instruments\Native Access 

There you can right-click the application and select 'Properties' and then the tab 'Details' which ought to give a product version number.

However you might as well just download the newest version of Native Access here and install it on top of the previous version.

If you can not get it to install then follow the trouble shooter here : https://support.native-instruments.com/hc/en-us/articles/360019116758-Native-Access-Does-Not-Start-Install-Windows-

If you get Native Access to install and start and still can not log in then follow the trouble shooter previously linked to : Native Access Error: "Unable to log in" : https://support.native-instruments.com/hc/en-us/articles/13415633434269-Native-Access-Error-Unable-to-log-in-

If nothing of that helps then you will have to contact customer support !

You can get in touch with N.I. support here: http://bit.ly/NIsupport_install they can help with Native Access

Best regards 🙂

Violetk3

I will try the install and let you know

Violetk3

@PoorFellow it worked :)

PoorFellow

https://community.native-instruments.com/discussion/comment/104178#Comment_104178

So glad that it finally worked for you ! Thank you for caring to let me know and for providing feedback ! 🙂