GR 7 Pro has disappeared from latest Native Access

Tade

The other day, I attempted to launch GR 7 Pro and was hit with a "Subscription Canceled" message. I went to NA to see why I was getting that knowing that I own GR 7. In NA, it showed GR 7 LE, so I tried to uninstall it to get a fresh copy. I went through all the steps to remove the files and re-added my serial number, and I got a Success message again for GR 7 LE. Now, nothing shows for GR except for older versions of GR. I don't even see GR 7 LE.

I checked to ensure I wasn't losing my mind by thinking I bought the LE version, so I went through the steps to purchase the GR 7 Pro Update. You can see that it shows that I already own it.

I've sent in a support request but have not heard back yet.

What should I do at this point?

Jeremy_NI

FYI, there's an issue with Guitar Rig LE and Pro at the moment. For anyone concerned by this issue, they shoud get in touch with our installation specialists here: https://bit.ly/NI_support_NA

PoorFellow

A general observation is that you should be able to see any serials connected with your account on the MY PRODUCTS, SERIALS, AND DOWNLOADS page , listed as either Not registered or as Registered Products. Also the serial could be listed in any emails that you got from N.I. , please check emails including spam folder !

With respect to the problem at hand then try resetting the Native Access XML file , look at section 8 here : My Product is Missing in Native Access

Alexander Novosad

i have the same problem whit my Guitar Rig 7 pro and Rudiments.. but Native Support ignores me!! I only see my products in subscription, but the products have been purchased. The problem has only occurred for two days. Before that I could use everything.

NATIVE INSTRUMENTS, What's up?

PoorFellow

https://community.native-instruments.com/discussion/comment/139164#Comment_139164

You are both on Mac OS , I guess that it could be yet another not documented problem with Native Access 3.9.0 but I am far from sure as to the root cause of the problem (not getting better with no feedback yet from suggestions above) and also I have not received any response to an inquiry on another unrelated matter so I can not try more inquiries now ! Also , being on PC I haven't cared to download installers for Mac so I do not have a repository with Mac installers ! So as written else where then I have not been able to spot a newer alternative version of NA for Mac for download than the Legacy version of Native Access

Sorry for not being of better help , but as ('only') a Moderator here my powers are extremely limited over all and there is only so much that I can do to help !

Ref. :

https://community.native-instruments.com/discussion/comment/138934/#Comment_138934

https://community.native-instruments.com/discussion/comment/138632#Comment_138632

https://community.native-instruments.com/discussion/27498/native-access-installation-failed-help

https://community.native-instruments.com/discussion/27501/native-access-ver-3-9-fails-to-load

https://community.native-instruments.com/discussion/27437/native-access-3-9-0-installed-but-not-opening-on-macos-big-sur-11-7-10-intel

Tade

I appreciate you trying to help. This is certainly not a good look for NI customer support. ZERO response on my support ticket.

PoorFellow

https://community.native-instruments.com/discussion/comment/139688#Comment_139688

I am not sure if your issue were related to the NA V 3.9.0 issue but the NA V 3.9.0 issue ought to be fixed rather soon , but until then : Here's a version of Native Access 3.8.0 in the meantime: NATIVE ACCESS 3.8.0

Tade

Thank you. Which version do I use for M1 chip?

PoorFellow

https://community.native-instruments.com/discussion/comment/139979#Comment_139979

Sorry ; i don't know , I am not a Mac user , but my guess would be the Arm for Apple silicon !

Quote : Wikipedia : Apple silicon

Apple silicon refers to a series of system on a chip (SoC) and system in a package (SiP) processors designed by Apple Inc., mainly using the ARM architecture.

Vocalpoint

https://community.native-instruments.com/discussion/comment/139688#Comment_139688

First thing I would do here is 100% confirm that GR7 (full) is part of your world by logging into your NI acct via web browser and take stock of ALL your products.

Make sure that GR7 Full is listed and registered to your acct.

Native Access can only work with what it sees in your account - so check the source first.

Let us know what you see out there.

VP

Tade

GR7 Pro is 100% part of my product stock. I've reinstalled NA 3.8, and I've now been able to reinstall GR7. It still shows as LE in NA, but the app works as expected.

Jeremy_NI

FYI, there's an issue with Guitar Rig LE and Pro at the moment. For anyone concerned by this issue, they shoud get in touch with our installation specialists here: https://bit.ly/NI_support_NA

Jeremy_NI

@Tade I'm checking your support requests, you submitted a request on March 7th. On the 12th my colleagues got back to you asking for the result of our support toool and it seems you never replied.

timber

I have the same problem trying to install Guitar Rig 7. The license shows as registered in my NI account but I don’t have the option to install it via Native Access 3.9.0. I now see here there seems to be a problem with it but it doesn’t say how to solve it?

Cheers.

timber

On an added note, I tried the workaround from above using Native Access 3.8.0. "Guitar Rig 7 LE" showed up and I could install it but when I opened it, it only complained about my subscription being expired and quit. Again, I do have a valid license showing in my NI account for "Guitar Rig Pro 7".

Jeremy_NI

@timber please get in touch with my colleagues: https://bit.ly/NI_support_NA

timber

I did yesterday.