"Update failed: Could not uninstall previous version" - But can't solve by NI Uninstall RegTool

johnchen.tw

Hey guys, what's up!

This is the first time I met the problem. I just upgrade KOMPLETE 14 from Standard to Ultimate. So I ran Native Access to intall new availables. Everythings went well until "Piano Colors". Error message prompted "Update failed: Can't uninstall previous verrsion of Piano Colors". I followed the guidance of "knowlege base", as I had done many times before, to execute NI Uninstall RegTool in order to remove "Piano Color" from the product list. However, "Piano Color" doesn't show up in the list (fig.1) . Actually, not only Piano Color but also next new instruments behave the same (fig.2). I couldn't proceed the Native Access installations. Please help me. Thanks!

Mert_NI

Hello again johnchen.tw, sorry for the continuing issue.

Can you please request a support by opening a ticket or creating a support chat from this link: https://bit.ly/NI_support_NA

So our team can help you to solve this issue. To open a support chat you can just click the chat icon on the left bottom of your page

I hope this helps☺️

Mert_NI

Hello johnchen.tw, sorry for the issue. Have you tried uninstalling your affected products with the methods in the Knowledge Base Article below:

How to Uninstall Native Instruments Software from a Mac Computer

How to Uninstall Native Instruments Software from a Windows Computer

If not, please try to uninstall them first, and restart your Native Access to be able to install them again.

And please let me know afterwards.

Also, please let me know if you have already tried uninstalling with the exact same methods and I can help you further about this subject☺️

johnchen.tw

Hi Mert, thank you for your quick reply.

I followed your proposal above, but found no chance to unstall the issue products. Before describing the trial processing details, I add another problem "Download failed" as in Fig.3. Note that the "Download failed" message does not include any other comment!

So in summary, I have 3 products Piano Colors, Session Guitarist - Electric Vintage and Session Guitarist - Picked Nylon suffering "Installation failed" and 1 product Symphony Essentials Brass Solo suffering "Download failed", as shown in Fig.4.

Now let me report the result that I tried uninstalling these products. Actually I couldn't find the 4 products from the Installed Apps / Apps & Features list (Fig.5~7). Either can't find the related C:> Users > Public > Public Documents > Native Instruments > installed_products > *Product Name*.json files.

Thank you for your patience. In short, I have 4 products which suffer 2 kinds of error messages for installation. Hope this letter is helpful to your analysis. Waiting for your reply. Thanks!

Uwe303

Have you tried to clear the download folder, you can see what folder that is in native access preferences. Wit the other issues I have no idea unfortunately, I never saw that a library has to be uninstalled before updating them. You could maybe check controlled folder access block history and unblock, if necessary native access, it might be an issue.

johnchen.tw

Hi Uwe303,

I have succeeded installations for perhaps 60+ products except these 4 in this upgrate (from Standard to Ultimate). So I guess the download folder is OK. Thanks for your comments. On the hand, I just solved the "Download failed" problem, and I'm going to brief in the next letter to Mert_NI.

johnchen.tw

Hi Mert_NI,

Please be updated that it seems I have solved the problem (one of the two) "Download failed". As the download couldn't be done, I duplicated the Symphony Essentials Brass Solo directory from another licensed computer to this one. And locate to the subdirectory, say E:\NI Contents\Symphony Essentials, instead of the original E:\NI Contents, then redo the installation. I have no idea about the secret behind, surprisingly the instrument looks to have been added to Kontakt.

However, the activity is not effective on the other problem "Installation failed". That is, my Piano Colors, Session Guitarist - Electric Vintage and Session Guitarist - Picked Nylon are still unavailable.

Mert_NI

https://community.native-instruments.com/discussion/comment/160655#Comment_160655

Hey johnchen.tw, thank you for updating me about the situation. Normally the"Download Failed" error should go. after turning off the Private Relay and retry to download your product if you are using macOS, however it seems like you have solved this issue. I'm happy about this.

According to "Installation Failed" issue, can you first make sure that you are using the latest version of the Native Access using this link:

https://www.native-instruments.com/en/specials/native-access-2/

If the issue persists, please create a support ticket https://bit.ly/NI_support_NA so our team can help you with sending you the direct download links for the affected products to solve this issue☺️

johnchen.tw

Hi Mert_NI, yes, I'm sure that I've used the latest version of Native Access 2 to start the upgrade & update. However, I still did it again: uninstall and reinstall Native Access with the latest version downloaded from the link you provided. The result is the same, "Installation failed" (Fig.8~10), and I still can't use NI Uninstall RegTool_64bit to removed the install-failed products (not found in the list).

I'll follow to create a support key. Thank you for all advices!

Mert_NI

Hello again johnchen.tw, sorry for the continuing issue.

Can you please request a support by opening a ticket or creating a support chat from this link: https://bit.ly/NI_support_NA

So our team can help you to solve this issue. To open a support chat you can just click the chat icon on the left bottom of your page

I hope this helps☺️

johnchen.tw

Hi Mert_NT, sorry to ask for your help again. I followed your suggestion and try to reflect my problem by creating a support chat from this link: https://bit.ly/NI_support_NA. However, the AI assistant almost drove me crazy. It always cycled the loop of some basic, regular, small questions and topics, except jumping out to a human contact. I need a human help, please.

Mert_NI

https://community.native-instruments.com/discussion/comment/161472#Comment_161472

Hello again johnchen.tw, sorry for the frustration, I assume there were no human colleague available at that moment so the AI kept in the loop, I will bring this up to our team as a discussion to optimise this feature.

I'm creating a ticket for you and sending your request to the related team so they can get back to you as soon as possible. This ticket will reach you by email, so please check your email once you see this☺️

johnchen.tw

Hi Mert_NI, sorry for I didn't update to you earlier. There'd been an agent, Syd Wang, who had contacted me with a ticket link. He provided 3 download links for me. I downloaded and tried, but did not succeed yet. You know I had attempted to install by copying libraries from another licensed computer to the current one in advance. So I don't expect success this time. However, I still will go through the installation process and see what will happen. Of course, I will update the status to the ticket Syd Wang offered to me.

Thank you very much.