Where are my instruments gone?

Wyatt140875

Hi there, I´m desperate! Today I opened my Cubase 13 to work on my music, then I noticed that my voice instrument did not play. I tried to open it then there was the message that it needed the full version of Kontakt 7. I bought the full version of Kontakt 7 in February and everything worked fine until today. Then I opened Native Access and I recognized that about 10 - 15 Instruments are missing from my library, including Kontakt 7. I opened Kontakt 7 and I had to buy the full version in order to use it. I entered all my serial numbers of my missing instruments in Native Access including Kontakt 7 and every time it said "Registration successful", but nothing changed. No instrument appeared again. I already reinstalled Native Access, but no change. I did not move any folders or anything, just shut down my computer yesterday after composing. Has anybody any idea what to do in this case, because I spent 1000s of Euros on instruments and Native Access suddenly does not recognize them anymore, even when you enter the correct serial number. Any help would be highly appreciated. Thank You!

Mert_NI

https://community.native-instruments.com/discussion/32549/where-are-my-instruments-gone

Hello Wyatt140875, sorry for the issue and frustration.

Please try this workaround:

Delete the Native Access.xml in the following location and restart your computer and open NA

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

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

Repeat until the missing products reappear/the products in demo recognise their activation again

This can help you to recover your products, if the issue persists,

Alternatively please, downgrade to NA 3.8.1 and this can help, here are the direct download links for that:

NA 3.8.1
WIN:https://drive.google.com/file/d/1hSLWL7pFqA8t-3_H93uO1DDdIi0nMixV/view?usp=drive_link

MAC INTEL:https://drive.google.com/file/d/14DmjR8-f7KAV6WxCu_rm-WxX2jxhk1fJ/view?usp=drive_link

Mac AMR (M1/M2/M3): https://drive.google.com/file/d/1wLSCJwzMFgXZgDJlnO6Ilc-GjVB1E4XK/view?usp=drive_link

And let me know about the results afterwards☺️

Uwe303

Hello,

so you could re-enter the serials and it said "registration successfully", that´s strange, cause you can´t register a serial twice it should have said something like "serial already in use". I guess there is/was something wrong on natives backend side. have you tried this: https://support.native-instruments.com/hc/en-us/articles/4402377887121-My-Products-Are-Showing-As-DEMO-in-Native-Access

Mert_NI

https://community.native-instruments.com/discussion/32549/where-are-my-instruments-gone

Hello Wyatt140875, sorry for the issue and frustration.

Please try this workaround:

Delete the Native Access.xml in the following location and restart your computer and open NA

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

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

Repeat until the missing products reappear/the products in demo recognise their activation again

This can help you to recover your products, if the issue persists,

Alternatively please, downgrade to NA 3.8.1 and this can help, here are the direct download links for that:

NA 3.8.1
WIN:https://drive.google.com/file/d/1hSLWL7pFqA8t-3_H93uO1DDdIi0nMixV/view?usp=drive_link

MAC INTEL:https://drive.google.com/file/d/14DmjR8-f7KAV6WxCu_rm-WxX2jxhk1fJ/view?usp=drive_link

Mac AMR (M1/M2/M3): https://drive.google.com/file/d/1wLSCJwzMFgXZgDJlnO6Ilc-GjVB1E4XK/view?usp=drive_link

And let me know about the results afterwards☺️