Whos is responsible

Lorenzo Productions

Good folks Hello and How are you?

I bought Kontakt 7 and it's not working on my core i5 Laptop...I tried to get support but all has been quiet, now I need to get my refund, who do I talk to directly?

Who is responsible? when no one is answering customer complaints?

And I don't mean the community or robots, who takes these type of call here?

Lorenzo Productions

Thanks Ya'll

I wish you were the official support, and I hope they pay you for what you do because you folks are amazing.

Will put all the info to good use and see where it gets me...I shall revert!!👊🏿👊🏿

Milos

How is it not working?

You can't load the instrument?

Is Kontakt glitching, lagging, or something?

Maybe the issue can be solved.

Don't jump to conclusions too quickly.

PK The DJ

Please provide a more detailed description of the problem. Just saying "it's not working" is not sufficient.

Also, more details on the laptop. Is it a Mac or a PC? What OS is it running?

Lorenzo Productions

Hello Pk

I have been through this cos I raised a ticked a few days ago and went into a detailed explanation of what was happening, screen shots etc.

And I got no response from support unto today.

Maybe this isn't everyone's' experience, but as for me being new on this platform / service I'm totally

unsatisfied; that's why the best would be for me to get a refund and be on my way.

Lorenzo Productions

Milos

Hello Milos, Kontak 7 is not installing, while all the other components on the Native Access do install, but without Kontakt 7; that refuses to install, all is useless to me.

Milos

Did you try reinstalling Native Access specificaly?

PK The DJ

@Lorenzo Productions When you post here, we can only respond to what we see/what you write. From your first post, we can't see that you gave a detailed explanation to support.

You say Kontakt 7 is not installing - that's slightly more info, but still not enough.

Once again, are you on Mac or PC? What's your OS? Which version of Native Access are you running? When you try to install Kontakt 7, what happens? What messages appear?

Lorenzo Productions

Will send you everything shortly

Lorenzo Productions

So above is what I'm getting

Lorenzo Productions

And yes I tried the whole process from the top, uninstalled and deleted everything, updated my p.c and downloaded Native Access again, still no luck with Kontakt 7

Lorenzo Productions

Silence of the lambs from support

PK The DJ

Based on the text from the error message, I searched and found this thread:

https://community.native-instruments.com/discussion/15099/kontakt-will-not-open-and-show-getwindowdpihostingbehavior-error-message

Sunborn

https://community.native-instruments.com/discussion/comment/125599#Comment_125599

The error message says simply that your Graphics card does not support some of Kontakt's advanced features. In other words, your Graphics card is old and not compatible.

In Kontakt's specification page, it states clearly:

Graphics hardware support for Direct 3D 11.1 (Feature Level 11_0) or higher

https://www.native-instruments.com/en/products/komplete/samplers/kontakt-7/specifications/

Probably you didn't paid attention to it.

So, now, you can do 2 things:

1- Ask for a refund, though i do not believe that you are entitled to it, they might have the good will to offer it to you.

2- Do the obvious thing and buy a more modern Graphics card

EDIT: Just noticed the previous comment, wasn't there while i was writing:

Also correct, having archaic Visual C++ redistributable packages, won't help at all, but still if your Graphics card is missing critical functions, those C++ packages won't do any good. Still you need them for almost any reason on a PC, however i recommend the 2022 package which includes the 2015, 2017 and 2019 packages.

Lorenzo Productions

Thanks PK

I'm gonna try and do what you suggest when I get back to my workstation, will follow up on the thread and see what can be done, though I have installed the latest visual c++.

Really appreciate your assistance; but as for Kontakt support, I still think they could do more to help their paying customers, I will still follow up on my refund though, I believe there should be easier alternatives out there.

Lorenzo Productions

Thanks Ya'll

I wish you were the official support, and I hope they pay you for what you do because you folks are amazing.

Will put all the info to good use and see where it gets me...I shall revert!!👊🏿👊🏿

lord-carlos

https://community.native-instruments.com/discussion/comment/125601#Comment_125601

It's only been a single weekday since you asked them.

They just had a sale and are thus a bit swamped with requests.