Astonishingly Bad Support :( Is it only robots now?

David Willis · 2024-03-08T20:33:51+00:00

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I am appalled at how terrible the tech support is, I've received 4 emails from them TELLING ME TO DO THE SAME SOLUTION OVER AND OVER -- WHICH DOES NOT WORK.

I having missing content in Kontakt and they tell me to click on "search in spotlight."

I told them I already did and nothing happens.

THey send me another email telling me to search in spotlight.

I tell them I already tried that please send me a real solution,

Then they send me links to their USELESS OUTDATED HELP PAGES which also have no solutions. Oh, and they tell me to search in spotlight.

This is just cruel! They are sending out robot messages and letting down users who spent thousands on their software.

They obviously are not even reading my emails.

I really regret buying NI products now.

EDIT: FIXED NOW! Turns out I needed to install Native Access 2. I never even knew it existed. Why didn't Native Access tell me to update itself? I stumbled onto this -- it was never mentioned by support.

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David Willis

FIXED!!!

Halle-freaking-lujah!

I tried installing the Jacob Collier Audience Choir -- I "bought" it online, but it never showed up in Native Access.

I looked online at it again and there was a little thing saying i need "Native Access 2" to install it. Uh, I never heard of Native Access 2! Ironically, Native Access never said it needed to be updated!

So I downloaded Native Access 2 and installed it. Many more options than in version 1. I uninstalled then reinstalled Cloud Supply in NA 2 and now the error messages are gone! Cloud Supply works now.

Native Access 1 was my problem all along.

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chk071

Well, support can't have solutions for every of the 1 million issues out there, and, they surely also have a lot of general solutions, which help in most cases, but, of course, aren't specific enough in cases of specific issues.

I doubt I can help you either, nor do I think anyone else will be able to help you here. At least with that amount of information ("I have missing Kontakt content").

Is it missing in Native Access already? Not showing up in Kontakt? Is it NI content, or third party content? Which OS are you on? Are you sure that you have the respective read/write permissions for the folders the content is installed to?

Etc.

Ojustaboo

Have you tried re initialising the Kontakt database, then open it in stand alone mode and leave it for say 20 mins? When I had this problem I re initialised it, then started Kontakt and stuff was still missing, then had a phone call, time I’d come off phone I noticed more things were showing up in Kontakt, so I left it for a while (probably 20 mins or so) and when I returned, everything was now there.

https://support.native-instruments.com/hc/en-us/articles/10631869986717-My-KONTAKT-7-Browser-is-Empty-or-Incomplete

David Willis

Thanks for asking.

Here is the issue:

I get a message in Studio One saying “one or more Kontakt instances cannot be recalled correctly, perhaps due to missing content.”
Turns out it’s Kontakt with Cloud Supply (no other Kontakt instances and when I lpoad Kontakt into other projects without Cloud Supply, I do not get this message.). When I BROWSE Cloud Supply in the Library, the preview sounds play, When I LOAD that sound, I get an error message within Kontakt. “Content Missing. ! 654 files could not be found.” It then shows in that super small tiny nigh-unreadable font the paths to all those files it’s looking for. Search Spotlight has no effect. I browse for the folder, but the folder does not have the sounds. I go to the Finder and search for some of these filenames and they are simply not on my computer anywhere.
I opened the standalone Kontakt App — I get the same error message when loading a Cloud Supply patch.
I am on Mac OS Ventura. I JUST did an update to Kontakt and Cloud Supply through Native Access. That’s when the trouble began. The Cloud Supply update seems to have vanished all those files.
I cannot “repair” the file since there is no such option per Instrument in Native Access, despite what the NI “Help” pages say. There is, however, a “relocate all” option. I try that. It tells me “1 library” needs to be relocated. I go through that process and end up with nothing happening, and a message saying “0 from 1 library were located successfully. Please choose another content location.” I try telling it to go to the default folder on the internal drive, even. No luck.
ALL the sound banks/samples I own are on the same external SSD drives. Every other Kontakt instrument is also on external drives and they load just fine.
Interestingly, I just tried loading some Cloud Supply patches, and I got the error message again. I hit “ignore this time.” Then I loaded the patch. The patch seemed to play just fine. I loaded a bunch of other patches. They seemed to be just fine. So it seems to be playing fine without these mysterious missing “.ncw” files. So perhaps I simply ignore this for now. Perhaps Cloud Supply update removed some patches and it thinks the content should be there. Or I simply haven’t loaded the sounds that use that content yet.
Anyway, it’s not a critical issue at this point as I found sounds from another instrument (Arturia) to replace the Cloud Supply one I used. I’m just frustrated at error messages and getting the runaround from NI support after spending around $5k on their stuff :( I’m being told they’re super busy now, but when they do respond it would be nice if they at least read my email and did not send me robot responses!

PoorFellow

@David Willis ,

I deleted your duplicate discussion and left the discussion here as that appeared to have the most traction.

David Willis

https://community.native-instruments.com/discussion/comment/139026#Comment_139026

Thanks. NEver heard of this. I tried it but it was no help.

David Willis

FIXED!!!

Halle-freaking-lujah!

I tried installing the Jacob Collier Audience Choir -- I "bought" it online, but it never showed up in Native Access.

So I downloaded Native Access 2 and installed it. Many more options than in version 1. I uninstalled then reinstalled Cloud Supply in NA 2 and now the error messages are gone! Cloud Supply works now.

Native Access 1 was my problem all along.

PoorFellow

https://community.native-instruments.com/discussion/comment/139044#Comment_139044

Native Access 2 by now has become only a name. The Native Access app is now at version 3.9.0 though it says Native Access 2 !

By the way , you haven't given your keyboard version since it were not needed information here. But just in case that you have a Kontrol S-Series MK1 then it could produce issues if you update Komplete Kontrol app to version 3.xx since it no longer supports VST2 (and the MK1 is declared EOL).

chk071

https://community.native-instruments.com/discussion/comment/139044#Comment_139044

Oh wow. Well, that could have easily been solved if you mentioned anywhere (to support or here) that you're still using Native Access 1...

Shows the importance of providing information.

David Willis

https://community.native-instruments.com/discussion/comment/139174#Comment_139174

Since I had no idea a Native Access 2 existed, why would I put that in my post? It is the fault of NI for NA not giving the user a message that it needed updating! After all, IT IS THE APP THAT DOES ALL THE UPDATES yet it does not update itself?

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