Scanapp Unexpectedly Quit during Komplete Kontrol startup

iheathen
iheathen Member Posts: 8 Sine
edited April 7 in Komplete Kontrol

Hi, just downloaded Komplete Kontrol and just connected my brand new M32 Controller. Should be exciting times, but I'm really frustrated because ScanApp is crashing in mid-launch and the Kontrol app doesn't seem to be working because of it.

Please help! Here is the crash report.

NI Komplet Kontrol Scanapp Crash Report PDF.pdf


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Answers

  • Blindeddie
    Blindeddie U.S.A.Member Posts: 858 Saw

    This can happen if KK encounters a “bad” VST during the scan. (Not that it is a bad VST, just cannot give registered properly)

    what you can try is lock at the startup screen during the scan to see if a specific VST appears right before the crash, then remove that VST from the scan path and try again. Worst case scenario would be to remove all VSTs, the open KK after adding them back one at a time…a daunting task if you have lots of VSTs. Anyway, just a suggestion as I have no idea if that is the actual problem!!!

  • Matt_NI
    Matt_NI BerlinAdministrator Posts: 698 admin

    @Jeremy_NI maybe would be able to help with this one 🙏

  • Jeremy_NI
    Jeremy_NI BerlinCustomer Care Posts: 723 mod
    edited April 7
    https://community.native-instruments.com/discussion/2212/scanapp-unexpectedly-quit-during-komplete-kontrol-startup

    Hey there! First of all make sure to give Full Disk Access to Komplete Kontrol and your DAW: How to Enable Full Disk Access on macOS

    If it still crashes you can reset the database by deleting this folder:

    Macintosh HD / Users / Your User Name / Library / Application Support / Native Instruments / Komplete Kontrol

    Note: the User Library folder is hidden. To access it, click on Go in the menu bar and press down the Alt key. You'll now find the Library entry in the menu:

    User_Library3_2.gif

    Now start Komplete Kontrol in standalone, it should rescan the database. did that fix the issue ?

  • iheathen
    iheathen Member Posts: 8 Sine

    Hi, thanks for the response, however I did all that, and it still crashes. Here is the new crash report from just now.

    ScanApp Crash Report 04072022.pdf


  • Blindeddie
    Blindeddie U.S.A.Member Posts: 858 Saw

    Since this is a user forum, you should contact support directly at:

    Komplete Kontrol – Native Instruments (native-instruments.com)

  • iheathen
    iheathen Member Posts: 8 Sine

    thanks but they don't answer. Hoping @Jeremy_NI can continue the conversation here.

  • Blindeddie
    Blindeddie U.S.A.Member Posts: 858 Saw

    did you go through the wizard and create a support ticket? That is the only way...no phone, no email...

  • iheathen
    iheathen Member Posts: 8 Sine

    sadly yes I did, days ago. I just did it again though. The above response from @Jeremy_NI is the only one I have received, however it did not solve the issue, it's still ongoing.

  • Blindeddie
    Blindeddie U.S.A.Member Posts: 858 Saw

    did you get a Support Ticket confirmation email or just no response at all... should have gotten an email at least...

  • iheathen
    iheathen Member Posts: 8 Sine

    yes the autoresponder. nothing else.

  • Jeremy_NI
    Jeremy_NI BerlinCustomer Care Posts: 723 mod

    Hey @iheathen I see that you're in contact with my colleagues now. They should find the solution for this.

  • iheathen
    iheathen Member Posts: 8 Sine
    edited April 8

    I hope so @Jeremy_NI. I ran the support diagnostic tool for them yesterday and submitted it along with the crash report I had from the scan app itself, so I guess now I just wait?

  • Jeremy_NI
    Jeremy_NI BerlinCustomer Care Posts: 723 mod
    https://community.native-instruments.com/discussion/comment/12810#Comment_12810

    Yes, and it looks they got back to you and everything is on it's way.

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