Berlin Series Woodwinds stuck, won't load & gone from library

Old&FairlyStupid

Is there a bug in the Berlin series? I was able to load all except the woodwinds (stopped when almost finished) and now when I try to find any of the Berlin series, they are all missing. I am Old and Fairly Stupid… Need quite a lot of basic hand-holding-help…

Please don't assume I know ANYTHING about fixing a problem and working around it. After paying more than $1000 it seems we should be able to get a product that actually works and have the privilege of speaking with a live person for help. Anything you dear young people could do to help would be very very wonderful .

Thanks

PoorFellow

If you think that the help offered here in the forum is not adequate then please contact N.I. Native Access and Installation Support and ask them.

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. (You need to use a browser with Cookie , Security and Extensions settings that will allow for log-in on the page for the page to work)

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

PoorFellow

https://community.native-instruments.com/discussion/31068/bought-the-berlin-series-it-is-gone-from-my-library

Exactly what product did you buy where ?

What is your computer type/model ? what is your OS (Your profile suggests Sonoma 14.4.1 ?)

Quote : "I was able to load all except the woodwinds (stopped when almost finished)" , load where ? into what program(s) ?

Quote : "and now when I try to find any of the Berlin series, they are all missing" , find where ? in a program on your hard disk ? Missing from where ?

If in programs then does all this happen also when using stand alone versions of programs or only in a DAW ?

What are the version numbers of the relevant if used software ? Native Access ? Komplete Kontrol ? Kontakt ? DAW ?

PoorFellow

If you think that the help offered here in the forum is not adequate then please contact N.I. Native Access and Installation Support and ask them.

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. (You need to use a browser with Cookie , Security and Extensions settings that will allow for log-in on the page for the page to work)

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

Old&FairlyStupid

Thank you, friends, for having pity on an old lady but I can't really tell you much. Yes, I have the latest version of Sonoma… 14.5. The button for customer care did not work. It led nowhere. NI contacted me but hasn't gotten back to me when I answered their questions. The normal process for putting the instruments on my external hard drive seemed to be working until the woodwinds stopped loading. SO I closed the computer and went to bed. The next day, NONE of the Berlin series were in the Native Access any longer. The helpers at NI are just really negligent and have left me without help for over a week. I'm so fed up.

PoorFellow

https://community.native-instruments.com/discussion/comment/155229#Comment_155229

The helpers at NI are just really negligent and have left me without help for over a week. I'm so fed up.

There has been both a weekend and a holiday where the N.I. support staff do not work.

The button for customer care did not work. It led nowhere. NI contacted me but hasn't gotten back to me when I answered their questions.

Did you actually get a confirmation email that you have opened a ticket ? Else you have to open a ticket to actually get support.

Also then nobody can help you if you do not answer the questions asked and if you treat the whole thing as a pick and choose sort of thing where you answer only what you feel like and can not be bothered to answer other things.

I have been assisting someone elderly myself many times and have full understanding for the challenges that exists , however then if you do not think that you have the skills to deal with seeking support hen you will have to get someone off-line to assist like anybody else in a similar situation would.

Also , you are right it ought maybe be easier, but not knowing what is the actual issue then I couldn't even begin to guess who/what to blame.

I could get the forum liaison to support to liaise but that still requires you to open a ticket.

Finally then I am slightly confused here because both you have accepted one of my previous answers to be the answer to your question (which will make other people less likely to check thread) and at the same time then you have also down-voted the same answer for what to appear to me as no good reason , I mean I am not a N.I. employee and I am only trying to assist you !

If you did not get an email confirmation from support then please follow the guide to open a ticket : In the chat box then write something then choose did not help as answer to suggested solutions !

Please 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. (You need to use a browser with Cookie , Security and Extensions settings that will allow for log-in on the page for the page to work)

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

Old&FairlyStupid

Thanks for your help. You are a VERY patient person! I'm very sorry to say that this is new to me and I don't really get the upvote and downvote yet. I'm also half German and understand about vacations etc. Still, I basically received a form letter that didn't react to what I'd said, but instead asked questions that were irrelevant. I upvoted first to thank you and second down because the link didn't lead anywhere. I wish they had buttons for this helped and this didn't help and reply to etc. Maybe they do. Anyway, I AM willing to work and find things but the links they give for help are all the same and do not touch my problem. It is really very very simple:

1. Berlin woodwinds did not load to the end. Got stuck. So I searched for days for answers and found that others had had this problem. I closed the computer up and the external hard drive and gave up for the day.

2. When I came back to try again, ALL of the Berlin series were gone from Native Access. Everything else I have from NI was there. I have hundreds of instruments. The Berlin series has DISAPPEARED. It's as though it was never there. I do have the other Berlin Series on my external Hard drive but they are no longer in my Native Access.

I don't want to burden you with this but… I am grateful.

Old&FairlyStupid

Is it not possible to respond directly to a certain person? The product I have bought is the Berlin Series. I have had it for several weeks without ever being able to use it. I have received a NI ticket and the helper there sent me a message that did not seem as though they had read my help request. They have not reached out since I wrote back to say what the problem was again…

How can I respond individually to each of you kind people? you have great questions but I can't figure out how to answer you directly. Thanks so much.

Old&FairlyStupid

Dear Friends! The Berlin series is back in my NA collection. Who knows what happened. I don't. I'm going to try to load the Woodwinds again. Fingers crossed.

Old&FairlyStupid

After 10 days, it seems to have loaded. NI was very negligent in their support and finally did offer a workaround but they didn't give me access to the download as the email they used is not supported. In any case, it seems to have loaded. I wish I could say how it happened. Maybe because I updated some of the other apps in NI? in any case, it's working.

Old&FairlyStupid

It never loaded correctly and now I'm back on the same old problem. The comments I received led nowhere at all. none of the chat boxes worked. No one is available. There is no answer.