Products not showing in Native Access

binocularbath

Only Reaktor is showing in Native access. Ive tried 'adding serial numbers' but nothing happens.

Products listed online

Products not installed on Native Access app

Andreas_NI

Hey Everyone, sorry for the late response. We have a lot going on at the moment.

"Installation prevented could not retrieve product information" can be caused if the installation locations for applications and content have not been properly set in the Preferences Tab of Native Access.

Please set the install locations as recommended here

https://www.youtube.com/watch?v=HO3P2hV7wvY

If you are still experiencing an issue after this, please get in touch with us

https://support.native-instruments.com/hc/en-us/categories/360000053677-Download-Installation

Andreas_NI

If you have made sure you are logged in with the correct email address, please go to the following directories listed below that pertains to your operating system:

For Mac:

Mac HD > Library > Application Support > Native Instruments > Service Center

For Windows:

C:\Program Files\Common Files\Native Instruments\Service Center

Then delete the following .xml files:

Native Access.xml

NAME OF PRODUCT IN DEMO MODE.xml

Should that not help either, please go to the following article and thoroughly go through all the steps to make sure you get the desired result:

Native Access Error Message: "Activation failed...Internal error during activation"

Restart your computer and Native Access afterwards.

If that does not resolve your issue, please get in touch with Support at following link

https://support.native-instruments.com/hc/de/categories/360000053677-Download-Installation

binocularbath

https://community.native-instruments.com/discussion/comment/10593#Comment_10593

Hi there Andreas

Than you for your message. I have tried all of this and still nothing. I have also uninstalled all NI products and reinstall but again nothing, restart computer, nothing. The only product showing is Reaktor, i tried installing that one but it says "Installation has been prevented, could not retrieve products infomation"

Any ideas?

LF4C3

Hey binocularbath,

I got the exact same problem. I also followed all the steps posted and it did also nothing for me. Seems like you aren´t the only one having this problem.

Andreas_NI

Hey Everyone, sorry for the late response. We have a lot going on at the moment.

"Installation prevented could not retrieve product information" can be caused if the installation locations for applications and content have not been properly set in the Preferences Tab of Native Access.

Please set the install locations as recommended here

https://www.youtube.com/watch?v=HO3P2hV7wvY

If you are still experiencing an issue after this, please get in touch with us

https://support.native-instruments.com/hc/en-us/categories/360000053677-Download-Installation