Kontakt - Instruments missing in library view AND being put in demo mode?

Anthony H

Hi

Running into 3 problems with Kontakt (7.8.0)

1. Whether opening standalone or in DAW, it loads in an unlicenced/unactivated/demo mode until I click activate and open Native Access which requires internet connection which I don't always have - nonetheless the license is already activated.
2. Out of ~47 currently installed instruments, only about 30 are appearing in the Library browser. This is from one minute to the next. Where it's an instrument I've recently used, it can be found in File>Load Recent... and loaded without a problem. This is not a "missing content" error. I can load the instrument(s) by File>Load... and finding the nki in its folder. No folders have been moved. Libraries are on an external drive.
3. Content for a 3rd party instrument (I only have 1 installed at the moment) is always "missing" and needs to be located every time it's loaded. i.e. Kontakt is not updating the file locations for this instrument

Anyone else experiencing these issues? This behaviour is as of yesterday, can't figure it out. Update to 7.8.0 was 2 weeks ago and no problems at that time.

Thanks

Anthony

Jeremy_NI

@Anthony H For the demo issue, please check this article: My Products Are Showing As DEMO in Native Access

Also make sure to give full disk access to Kontakt, Native Access and your DAW: How to Enable Full Disk Access on macOS

For the missing libraries in the browser try to reset Kontakt's database:

Reinitialize the Kontakt Database

1. Hold down the alt key on your computer's keyboard and click Go in the Finder menu bar. Choose the appearing Library entry in the drop-down menu.

2. Navigate to Application Support > Native Instruments.
3. Depending on the Kontakt version you are using, delete the following folder:
4. Kontakt 5: "Kontakt 5"
5. Kontakt 6: "Kontakt"
6. Kontakt 7: "Kontakt 7"
7. Start Kontakt as a standalone application (not in your DAW)

Jeremy_NI

@Big Voyage It looks like my colleages got back to you and the issue is now solved.

Anthony H

Edit: have updated to 7.8.1 - no difference. Anyone? Will open a support ticket now cos this needs to be solved.

Jeremy_NI

@Anthony H For the demo issue, please check this article: My Products Are Showing As DEMO in Native Access

Also make sure to give full disk access to Kontakt, Native Access and your DAW: How to Enable Full Disk Access on macOS

For the missing libraries in the browser try to reset Kontakt's database:

Reinitialize the Kontakt Database

1. Hold down the alt key on your computer's keyboard and click Go in the Finder menu bar. Choose the appearing Library entry in the drop-down menu.

2. Navigate to Application Support > Native Instruments.
3. Depending on the Kontakt version you are using, delete the following folder:
4. Kontakt 5: "Kontakt 5"
5. Kontakt 6: "Kontakt"
6. Kontakt 7: "Kontakt 7"
7. Start Kontakt as a standalone application (not in your DAW)

Anthony H

Thanks Jeremy - that "reset" method worked. Any idea what caused the problem & how to avoid the same happening again?

"For the demo issue, please check this article: My Products Are Showing As DEMO in Native Access

Also make sure to give full disk access to Kontakt, Native Access and your DAW: How to Enable Full Disk Access on macOS"

Kontakt isn't appearing as demo within Native Access - it opens in demo mode when loading a new instance into the DAW as well as standalone mode. SOMETIMES. Not always, and not in the last couple weeks (I've been away)

All permissions have been given.

marcocapri7

hello guys

I wanted to connect in the community for the problem I am having with the spitfire Albion ONE library.

I installed everything correctly and entered the serial number on native instruments.

opening kontakt 7 full version the library doesn't show up, and if i load it with other steps it says DEMO, as well as not playing.

i have done a thousand trials to solve the problem. i am waiting for support from NI and spitfire as well.

could you please help me?

Jeremy_NI

@marcocapri7 I'm afraid it's an issue with the latest version(s) of Native Access. My colleagues will get back to you as soon as possible.

zassimo

Travelled an hour with a songwriter to get to my studio to find this error.

Are you serious NI that after updating we have this error where everything now is in demo mode, not showing up, errors everywhere?

Couldn't be more pissed off today, seriously.

Continuous errors after continuous errors with NI. With such a big team and tons of money, some people in the dev team need firing

Big Voyage

https://community.native-instruments.com/discussion/comment/147871#Comment_147871

Having the exact same problem as @marcocapri7 a month later with Spitfire's Symphony Orchestra. Originally had the issue with Kontakt 7 Player and thought not having the full version was the problem, so I updated to full Kontakt and got the same problem. I've got two different commissions I'm working on who'd expressly asked for more realistic strings and now I'm out more than $700 between Spitfire and NI and I can't do the work. I'm really pretty angry about this.

Jeremy_NI

@Big Voyage If the libraries do not require the Full version of Kontakt then there's no need to buy a Kontakt licence and you should be able to get a refund.

For the initial issue please get in touch with our support here: https://bit.ly/NI_support_NA

Big Voyage

https://community.native-instruments.com/discussion/comment/153541#Comment_153541

I went to support, my ticket number is #4286862. A week ago they asked me to run a support tool and send them the "SupportToolExport.zip" file and I did so, I haven't heard back since, except for a short note 4 days ago stating they were "elevating to a specialist" and that I'd hear back shortly (I did not hear back at all). This is really bad! I purchased the Spitfire orchestra because I'm on deadline and figured the fact it ran through a program I already owned would ensure a smooth installation and not only was I wrong on that front, customer service has been unresponsive.

PoorFellow

https://community.native-instruments.com/discussion/comment/155177#Comment_155177

A week ago they asked me to run a support tool and send them the "SupportToolExport.zip" file and I did so,

I haven't heard back since, except for a short note 4 days ago stating they were "elevating to a
specialist" and that I'd hear back shortly (I did not hear back at all).

There appear to be some misunderstanding here. N.I. do not work weekends and they do not wok on holidays either.

Quote : "a week ago" and quote "a short note 4 days ago" means that you have already been contacted twice within around 4 or 5 work-days. I and that includes the initial wait too. That is actually rather reasonably well performed by N.I. I think that you need to be a little more patient.

Nobody is happy if their stuff does not work and especially not if needing stuff to work for something work related. So your frustration is understandable. But rather than wait a week with no activity here other than wait for support then you also have had the opportunity to use the forum for asking advice rather than just use the forum for complaining. (I found three posts from you complaining but no thread from you asking for advice). I am by no means suggesting that the N.I. forum are better than N.I. support just that the option were available while you waited for N.I. support.

P.S. Also Jeremy_NI who usually acts as liaison has not been here since the 16th.

Jeremy_NI

@Big Voyage It looks like my colleages got back to you and the issue is now solved.