How on earth are we to contact NI's support department these days?

_Theo_ · 2024-05-01T13:09:33+00:00

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Earlier you could fill in some questionnaire to rule out some obvious
fixes that would solve ones problem, to later on end up at a support
request form where one could put forward the issue at hand.

Now
however, you simply end up at the main support page, whatever you
choose, hardware or software problems, whatever questions you answer
with no, will lead you back.

Either their website has gone through
some poor testing, or they simply only wants our money but are
uninterested in helping out when their product goes faulty.

How are we who paid 1000's of dollars for their products being able to get support nowadays?

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_Theo_

Ok, I figured out the problem why I never get the "Contact NI support" option.

If you have (to much) strict security policies in your browser, NI's web page doesn't understand you are logged in, even though you are clearly logged in (one can see serial numbers etc in the "My account" tab). Exactly what security option needs to be turned of I am not sure of, but it is probably the "do not track me" one… I simply took the one and only browser totally unconfigured, logged in and Voila! I do now have the option to file a support ticket.

Thanks for all your tips and ideas :-)

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PK The DJ

What issue are you having (presumably with Reaktor)?

Give full details of your setup, including computer type/OS, which versions of software you are using, what you're using it with etc. etc.

PoorFellow

https://community.native-instruments.com/discussion/29524/how-on-earth-are-we-to-contact-nis-support-department-these-days

Since you do not say what the issue is or even with what app then I will choose to ignore that you posted in 'Reaktor' which we don't even know is by coincidence or not. There is support that has even improved on key areas recently.

E.g. for Native Access support then this is how you so : Contact N.I. Native Access and Installation Support

At the page N.I. Native Access and Installation Support be sure to scroll down to page bottom to see if there is a log-in request , if there is then log-in , at next page again scroll down and small blue chat box ought occur within 15 seconds. Then write in chat box and when getting suggestions then select did not help when it didn't , that ought to bring you on to either chat with human or open a ticket.

There has been introduced chat support for Native Access assistance (at least daytime on normal work days) :

Please refer to the page : How to get in touch with our Customer Care or read my Support page functionality changes post here

For Other software products support click here (not komplete Kontrol , not Kontakt , not Native Access)

Scroll down to bottom of page Other software products support and log in

Then click the Contact support

Then again scroll down and click the Contact N.I. support that shows

Then yes , damn it ! , then you have to click the Contact N.I. support again

_Theo_

#PoorFellow, the reason why I didn't mention the problem was simply because, as I have been writing, i want to put my issues to Native Instruments support, hence my question is about how to get to them. There seems to be no "Generic" forum here, hence I posted my question in the forum concerning the product i need support on, which indirectly is about reaktor….

_Theo_

#PKtheDJ

There seems to be a bug in Reaktor not being able to find installed NI synths such as Skanner XT etc, if you install your NI products on an external SSD disk. Even if the folder to which Reaktor points to clearly shows the correct Skanner XT (and other ones) do exist in this folder, it will not find it.

A total reinstallation of all Native Instrument products (after fully erasing it all as putten forward in some other support ticket), after installation it will not find these instruments, getting the same error as putten forward in other support tickets (Ensemble not found). It doesn't matter if you point to the right folder or not.

I believe one of the latest updates from NI has introduced this bug.

_Theo_

Ok, I figured out the problem why I never get the "Contact NI support" option.

Thanks for all your tips and ideas :-)

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