KONTAKT 7, Files not found...why?!?

Stefan Weber Aich · June 18

A few weeks ago KONTAKT (not KONTAKT 7) stopped finding my sound files. Not all of them. But something is missing from every song. Sometimes a pixelated instrument interface appears with DEMOVERSION in red, even though I bought and installed ULTIMATE...
By the way, I have NOT moved the sound files to another folder. They have always been in the same place.

The songs are now "broken" and have to be laboriously repaired.
Is there a trick?
By the way: Is there any way to outsmart this stupid AI chat assistant and get through to a real support person? :-)

Jeremy_NI · June 21

@Stefan Weber Aich I've contacted you by email regarding this issue, my colleagues will need to have a deeper look.

Jeremy_NI · June 18

Hey @Stefan Weber Aich There seems to be an issue, most probably Native Access related where Kontakt doesn't find content in projects.

We're investigating the issue right now. I'll have a couple of questions.

Is it always the same libraries that go missing or is it completely random?

Do Kontakt and Native Access both have full disk access? How to Enable Full Disk Access on macOS

If you reinstall one of these libraries, does it fix it?

Can you try the following:

Please delete the Native Access.xml in the following location and restart your computer and open Native Access:

Windows: C:\Program Files\Common Files\Native Instruments\Service Center
Mac: Macintosh HD > Library > Application Support > Native Instruments > Service Center

Restart your computer.

Also this:

Delete the following folder

Macintosh HD > Users > Shared > Native Instruments > installed_products

Restart computer
Open NA again

Did any of these steps helped?

Sorry, this is a lot to ask, we appreciate the help, really sorry for the trouble. And btw, the chatbot should forward you to a support agent if your issue/question was not ansewered, it can take some time at the moment (sales special going on).

Stefan Weber Aich · June 19

Hi Jeremy

Thanks for answering. Had to check a few songs first to see, what's happening. There are about 20 songs DAMAGED by now…

It seems to be random. Sometimes Session Horns do load, sometimes not, even in the same project!
Then KONTAKT says «Empty Multi» oder shows a pixeled instrument surface with DEMO in red. Hey, I paid for the instruments!
Most affected sounds (as far as I know): Electric Sunburst deluxe, Session Horns, Glaze!, Guarneri Violin, sometimes the Scarbee Mark I…

Kontakt and Native Access both do have full disk access. Never changed the root or folder!

I have reinstalled several instruments. Sometimes the work, sometimes they don't,
depending on the project.

You wrote, that I should try to delete the NativeAxcess.xml file, There are no .xml-Files on my MAC.
And I am afraid of deleting files because the damage then might be even greater… are you sure?
Same with your idea «delete the following folder…»

This is really embarrassing. It feels like two steps forward, three steps back…

Greetings | Stefan

Jeremy_NI · June 19

Thanks for the feedback, we actually made some progress in the investigation. Issue seems to be identified now, not sure yet when it can be fixed.

So, there's no need to delete these files.

What DAW are you using? Is there a specific reason you stick with Kontakt 6?

Stefan Weber Aich · June 19

Glad to hear!

I'm working with Logic, latest version.
Kontakt 6? The Pulldown-Menu shows Kontakt, Kontakt 4, 5 and 7. I'm using the older versions, because there were some older sketches of songs. I usually save the whole channel strip, including instruments, Plug-ins and other FX. I know I should save also changes on presets, but sometimes time is running and ideas are fleeting…
And the reason why I'm not using Komplete Control: I don't like it at all. Sorry to say so.

Now I'm waiting for the bug fixes that will hopefully come soon. Best regards | Stefan

Jeremy_NI · June 19

https://community.native-instruments.com/discussion/comment/160676#Comment_160676

Kontakt with no version is actually Kontakt 6. I know, it's confusing.

FYI, there's an auto migration of Kontakt versions for Logic: Notes about Auto-Migration of Kontakt Versions in DAW Projects

I'll update this thread as I get more info.

Stefan Weber Aich · June 19

Hi Jeremy
Yes, please update us as I think I'm not the only one with a date & song loss…
In further projects I'll use Kontakt 7. Hopefully, there won't occur the same problems.
This situation reminds of the loss of PRO-53, which was no longer supported from
one day to another. (Had to find some alternative sounds for this incredibly
beautiful easy to edit instrument which I used to know as hardware, grrrrr!)
Also some functions of Absynth 4, another ground breaking sound tool didn't
work anymore.

In general, I do not record the virtual instruments in audio files. Should I?

Best wishes | Stefan

Jeremy_NI · June 20

https://community.native-instruments.com/discussion/comment/160703#Comment_160703

I feel the pain. No, don't worry, it's very important that our users projects with Kontakt are future proof, this will be fixed.

Jeremy_NI · June 20

@Stefan Weber Aich Good news, there was an issue at the end of last week/beginning of this week and that it should be fixed now.

Please check if the opening that DAW project still results an the same error.

If the issue persists:

please check if the library that was causing the issue in the DAW project can be loaded in the standalone version of Kontakt.
please check if it can be loaded when creating a new DAW project and loading Kontakt as plug-in instrument into it.

The issue in these cases will rather be that at the time of saving that specific project, the library might have been at a different location and the DAW saved that in the project file.
Using the pop up to point Kontakt to the correct current location should enable you to load the project again.

Please let us know how this went.

Stefan Weber Aich · June 20

Hi Jeremy,
Sorry to say so. But nothing has changed. The Session Guitarist Electric Sunburst and others do not even appear in the instrument navigation of KONTAKT (6). Not in the project, not in the stand-alone, not in a new project.

And how should the library (or parts of it) change locations («I didn't feel comfy there… :-» ) during saving a project?….hm, strange.

The issue is still an issue.

Jeremy_NI · June 21

@Stefan Weber Aich I've contacted you by email regarding this issue, my colleagues will need to have a deeper look.

Stefan Weber Aich · June 22

Thanks. Don't get me wrong when I say that I have to make a backup and check a few things first, before I give you access to my computer ;-)
Thanks for your support.

ThatKevinGuy · July 2

I have the same problem. After some recent Kontakt 7 update on my desktop PC Kontakt doesn't find the content from older sessions before the update. It's looking for some Libraries location (I'm on Windows, not Mac, btw), not that I can tell what the assumed folder path is since you can't resize the folder path to see. My folder location is set correctly in NA, and all non-Kontakt instruments load correctly. This is a Kontakt 7 problem, something in a recent update got messed up.

I've worked on a 13 track album for 2.5 years and this problem has butchered 10 of those tracks because manually navigating Kontakt to the correct location (which it should be drawing from NA's settings but isn't?) still doesn't work; yes it finds the libraries but it opens them in demo mode and doesn't play.

I'm not willing to do anything to my PC to troubleshoot, like others have said no way I'm about to try things that could make the situation worse. I'm having to go track by track on my laptop (a separate computer) on which I hadn't run NI updates in a while, so it's on an older version of Kontakt 7 before this bug was introduced. It's not ideal and it's going to be massively time consuming, but at least it works.

If I can determine what old version of Kontakt 7 my laptop is using, is there some way to roll my desktop back to that same release?

If it helps, I'm attaching the series of errors I get when opening my projects with the faulty Kontakt instances.

1.png

2.png

3.png