Transfer and Upgrade Chain Unsuccessful, but it worked before

BrockYoung
BrockYoung Member Posts: 2 Newcomer

Hi everyone,

I’m having trouble with NI support. Short backstory: I bought Komplete 13 ultimate over a year ago. It took a while for the transfer to function properly because of the upgrade chain. The original owner I think did 12 select>upgrade to 13 ultimate. At the time, the original owner and I were able to use NI chat to sort out the issue and eventually it worked. If I remember, they did it manually. Afterwards, I bought a Kontakt 7 upgrade, an S49, and a few session guitarists. But let me restate, it was working without any of these additions.

Now I’ve sold the entire package and the new owner is having the same issue. NI support (Bob) is saying:

“I would like to do this transfer manually for you if you don't mind since there is an upgrade involved and that would be a bit tricky as the system wouldn't see the base product until the MK3 supplements are activated. What is the buyer's email?”

And then:

”Thank you but now I see the issue. They do not have a base product for this transfer. 

The transfer is not possible unless you would also transfer your KOMPLETE KONTROL S49 MK2 HW”

I’m frustrated that the same transfer was successful before but is not working now. Here is a screenshot of the products in transfer:


If I review all of my serials, the only thing I can think of is Select is not able to be checked off for transfer because it is “not transferrable”:

I did not sell the keyboard to the new buyer, so it shouldn’t be included. But I also didn’t own it initially when the original transfer worked. So Bob’s comment doesn’t make sense to me.

Can anyone think of a reason this transfer would be unsuccessful, when it WAS successful when I bought it?

I keep getting asked, “How do you want to proceed?” And I feel so very unheard. I want to proceed by doing the exact transfer I did originally (but now including Kontakt 7 and the extra session guitarists). Why would it work before, but not now. What should I be asking Bob to do?

Any help would be appreciated.

Brock

Best Answer

Answers

  • Uwe303
    Uwe303 Moderator Posts: 2,911 mod
    edited November 2023

    The buyer simply needs komplete select, maybe it was in your account before or it was transferable once or native was generous back then with you and put it through (they don´t have to) idk - really only native staff can tell you. I would simply ask if he has a suggestion how to solve the problem. I also don´t know if you can use the upgrade from 14 select (if you buy it for example) to 12 upgrade select.

  • PoorFellow
    PoorFellow Moderator Posts: 1,657 mod
    edited November 2023

    As Uwe303 says then user needs to have komplete Select (which also comes free with hardware but which license when comes with hardware can not be transferred separately from the HW ttransfer hence the offer from support with respect to HW transfer).

    If buyer do not have Komplete Select then have them acquire a license somehow on the sale either with HW or stand alone !

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,897 mod
    Answer ✓

    @BrockYoung It seems that my colleagues got back to you and the issue is resolved.

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