Just purchased Guitar Rig 7, unable to find it in my Native Access

anotherbreed

Hi there,

I just purchased Guitar Rig 7, but after adding the serial number in my Native Access and getting a success dialow window, the product doesn't appear in my "Not Installed" tab, so I'm basically can't download / install it.

It's actually the first time I have this issue with a NI product. Any ideas?

P.S.: I have already tried with all the steps listed here https://support.native-instruments.com/hc/en-us/articles/360000166958-My-Product-is-Missing-in-Native-Access

PoorFellow

https://community.native-instruments.com/discussion/comment/155363#Comment_155363

Sorry about that , but you ought to be able to contact support provided that you use a browser that supports that has not too tight security settings or plugins. If your standard browser does not work (my suggestions for alternative browsers would be e.g. Firefox , Chrome, Vivaldi browser and Opera browser , depending on what you do not usually use) and also then rather than clicking to read the articles then just select did not help when it didn't . (just write what problem is the select did not help until you can open ticket). Please try again .

If that doesn't help either then 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

PoorFellow

https://community.native-instruments.com/discussion/31161/just-purchased-guitar-rig-7-unable-to-find-it-in-my-native-access

Often the problem with GR7 is just that you need to log out of Native Access and then reboot and log in again.

If the serial is listed as a Registered product on your account page and product does not show in Native Access then be sure to be using latest version of Native Access for your OS (unless you are using a legacy OS , Mac 10.15 and earlier / Win 7 downloads), else log out of NA and try the following Trouble shooter here : My Products Are Showing As DEMO in Native Access , especially '2. Your activation fails because of corrupted or missing activation tokens' and '3. You have corrupted XML files' (delete both NA XML and offending product XML) then restart computer and log in again to see if that helps

If that doesn't help then try Jeremy_NI's latest 'invention' : the replacing of the XML file.

download this zip file, unzip it and and replace your xml file with this one. : NativeAccess.xml.zip

Windows: C:\Program Files\Common Files\Native Instruments\Service Center

Mac: Macintosh HD > Library > Application Support > Native Instruments > Service Center

If that doesn't help either then 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

anotherbreed

Hi,

thank you for your reply!

I tried every step you described: logging out / logging in, replacing XML file, there are no log-in requests in my support page, the chat bot point to articles I already read and were not useful since they mentioned to reinstall Guitar Rig Pro 5 which I don't own, plus I don't see how that is related to a serial that fails to be added (I haven't even installed Guitar Rig Pro 7 yet).

There's a suspicious message that appears everytime I start Native Access, or when I click on Refresh, that makes me think something got stuck but I have no idea about what or how to solve this:

I'm clueless, also it seems there is no way to contact NI, the support page you linked at the end of your messages takes me to the same articles I already read when I click "please use this link". Nothing happens when I click Submit, I only get a "All done!" message.

Thanks for your help.

PoorFellow

https://community.native-instruments.com/discussion/comment/155363#Comment_155363

Sorry about that , but you ought to be able to contact support provided that you use a browser that supports that has not too tight security settings or plugins. If your standard browser does not work (my suggestions for alternative browsers would be e.g. Firefox , Chrome, Vivaldi browser and Opera browser , depending on what you do not usually use) and also then rather than clicking to read the articles then just select did not help when it didn't . (just write what problem is the select did not help until you can open ticket). Please try again .

If that doesn't help either then 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

anotherbreed

Thanks for your help, I managed to talk to an agent using Chrome. Not sure why it didn't work with Edge.

Also, I solved the problem by downloading Native Access 2, I was still running the previous version. Now I can see and install Guitar Rig 7 Pro.

PoorFellow

https://community.native-instruments.com/discussion/comment/155507#Comment_155507

Thank you very much for being so kind as to return an share what solved your problem and thank you for the kind feedback 🙂

Not sure why it didn't work with Edge.

Alas the Edge most often is a browser that you best not use as it is not very good with a lot of modern sites. MY personal suggestions are (in that order) Firefox , Vivaldi browser, Chrome and Opera browser . (I have however experienced one single time that Edge were better so keep it around 😉)

I solved the problem by downloading Native Access 2, I was still running the previous version

Yes , I did write that in my first post : be sure to be using latest version of Native Access for your OS

anotherbreed

I was sure my Native Access was up to date. I really was not aware a new version 2 of Native Access was out. I actually suggested to the NI agent to make clear (eg. with a push notification, a dialog window, etc.) when a new version of Native Access is out for users of version 1. I had to manually uninstall that version and download / install version 2, that is very unusal (and I'm used to product portals by a ton of other developers that prompt for updates and can install them automatically).

Again, thanks for your help.

Mikey T

I had to download and install the new version of Native Access before I could see GR7 too.
The previous version of NA didn't alert me of the new version or automatically update to NA2.