Going to Court Over Native Access Failure - are you in the same position ?

Neil Watcyn-Palmer

I think that there are many like me who are unable to re-install Native Access and as such cannot make use of the very very expensive software Native Instruments bundles and sells via Native Access.

My brief recap is I need to repair windows, which I did.

All my instruments were on drives other than C Drive . Ableton and FL studio packs similar.

After the successfully repair of windows I re-instated all my existing software successfully BAR ONE NATIVE ACCESS

It hangs on the installation of NTKDaemon telling me I don't have permission to start the service.

I am installing as Admin and there are no other users accounts on the box. SO I am not sure why that f@cking message appears

I managed to raise a support ticket. Native Access does not actually have a formal support ticketing system which is possibly how the guys in NI manage to keep this problem under the radar.

The person supporting me read from a script which had me remove everything to do with Native Access, Native Instruments packs and attempting to install many different versions of NA and also the service directly itself - all of course ending with "cannot start / insufficient privileges" as ADMIN.

So support said they could not offer any more assistance.

I issued them with two invoices for loss of use and IT costs trying to fix their issues.

I recall that a long time ago another software cowboy installed something at BIOS level which snooped on users music activity. The uninstall package failed to remove it. Perhaps we have a similar issue here.

The folks at NI deny any responsibility or their software to install on a box it previously worked with. They refuse to speak with Windows to identify what the issue is with their software.

As due diligence before I pursue them for the unpaid invoices during which I can start asking some deeper questions about their quality control and testing processes for the software they distribute I seek other users here who have had similar experiences and how they overcame them or indeed discovered that they were unassailable.

After which I start my court action on the unpaid invoices and use the legal discovery phase to dig into just how much quality and testing NI apply to the software they sell /provide

Jeremy_NI

@Neil Watcyn-Palmer I see one of your last support requests about this issue. The last reply from my colleague is from May 31st and you didn't reply. Nowhere did my colleague say that we "couldn't offer any more assistance." I invite you to reply to this ticket, it only gets closed after some weeks after being without any reply from you.

There are issues with Native Access, that's undeniable but, in the vast majority a solution or workaround is found. Your case seems particularly complex and unique.

Please continue the troubleshooting with my colleagues.

Mark Oxley

https://community.native-instruments.com/discussion/comment/160488#Comment_160488

Jeremy, with all due respect there's only so many times you can ask customers to go through support raising ticket after ticket (especially when a response takes so long these days) to try and find a solution to your broken software. NA is the core program that controls all other NI products so if it's not working it prevents everything else from working.

I've also suffered a lengthy period where I was totally unable to use all my NI products that form the backbone of my workflow. So much so that it put me at a disadvantage financially. I have also been thinking about my options.

It doesn't help that for whatever reason NI seems hell bent on making things worse by inflicting broken updates on us insisting that auto updates is the way to go. How many of your customers have had NA made unusable by these broken updates being forced on them?