Massive X, Battery 4, Kontakt 7 Presets Suddenly Missing

ahq3485

I've been in contact with NI support for the past few weeks about this [latest ticket #4087509] but haven't heard back for a few days. It's an urgent issue as I am unable to do further work on my clients projects.

Issue: While I was working on a project in Ableton using Massive X, Massive X's presets suddenly disappeared. Later on, I realized the presets for Battery 4 and Kontakt 7 were also missing. The issue with Battery 4 and Kontakt 7 were able to be fixed by re-navigating to the proper preset directory. But Massive X presets remain missing. This is the case in Ableton and in LPX.

What I've done: I checked that all NI apps and DAWs have full disk access. Massive X is fully updated. Tried reinstalling the factory presets. Tried reverting to Native Access 1, Battery 4 has now been causing Ableton to crash. Re-upgrading to NA2 hasn't fixed this crashing issue, or the Massive X preset issue.

NI support suggests I make a new empty macOS user account and migrate everything over to that. But this is not feasible, it would break many of my other projects and would take (at least) several days to do. And it seems extreme given that everything else on my computer works fine except NI's software, Massive X.

What other solutions are there? I am on Big Sur 11.7.1. Would updating to Sonoma fix this? What about reinstalling everything NI?

Jeremy_NI

Well, it does look like a permission issue on your system so a new user account would make sense in that scenario. I would not recommend updating to Sonoma as it's not yet fully supported. Have you tried resetting the database for Massive X? Like in this article? Some Presets are Missing in MASSIVE X

ahq3485

I read that article before and tried deleting the Massive X folder in Library / Application Support / Native Instruments, as it suggested, but with no success.

Jeremy_NI

@ahq3485 Then it seem the issue is a bit deeper, hopefully my colleagues can work it out.

ahq3485

I have been in contact with a support for 17 days about the issue, and still waiting for a response from NI to help me solve it (Tickets # 4085702 and 4087509). It's been an unreasonably long wait. Can someone let support know that I'm still waiting for a response?

Jeremy_NI

@ahq3485 I've checked your tickets, in ticket 4085702 my colleagues always have responded in a timely manner, last answer is from yesterday and they will get back to you soon. Some cases are more complicated and require some time, thanks for your patience. Request 4087509 was closed because there is no need for 2 requests regarding the same issue, especially if an agent is already actively working on it. Thanks for your understanding.

joshok

Same issue over here! Running with Ableton Live 11 and I am a Mac user as well. I have none of the factory presets displaying and only the default Init presets showing up. I am able to create, save, and load my own sounds, however as a new user, I would like to explore some of the existing presets to learn more in regards to Massive X's sound design. Trying the fix suggested in the support article leaves me with no presets in the bank, much like @ahq3485

Jeremy_NI

@joshok Make sure that Ableton has full disk access: How to Enable Full Disk Access on macOS

Follow the steps in this article too: Some Presets are Missing in MASSIVE X