Whos is responsible

Lorenzo Productions
Lorenzo Productions Member Posts: 16 Member

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?

Best Answer

  • Lorenzo Productions
    Lorenzo Productions Member Posts: 16 Member
    Answer βœ“

    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!!πŸ‘ŠπŸΏπŸ‘ŠπŸΏ

Β«1

Answers

  • Milos
    Milos Member Posts: 1,867 Pro

    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
    PK The DJ Member Posts: 859 Guru

    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
    Lorenzo Productions Member Posts: 16 Member

    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
    Lorenzo Productions Member Posts: 16 Member

    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
    Milos Member Posts: 1,867 Pro

    Did you try reinstalling Native Access specificaly?

  • PK The DJ
    PK The DJ Member Posts: 859 Guru

    @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
    Lorenzo Productions Member Posts: 16 Member

    Will send you everything shortly

  • Lorenzo Productions
    Lorenzo Productions Member Posts: 16 Member

    So above is what I'm getting

  • Lorenzo Productions
    Lorenzo Productions Member Posts: 16 Member

    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
    Lorenzo Productions Member Posts: 16 Member

    Silence of the lambs from support

  • PK The DJ
    PK The DJ Member Posts: 859 Guru
  • Sunborn
    Sunborn Member Posts: 2,193 Expert
    edited January 15

    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

    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
    Lorenzo Productions Member Posts: 16 Member

    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
    Lorenzo Productions Member Posts: 16 Member
    Answer βœ“

    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!!πŸ‘ŠπŸΏπŸ‘ŠπŸΏ

  • lord-carlos
    lord-carlos Member Posts: 2,081 Expert

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

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

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