Tech support is the WORST, is there a way to contact somebody from above?
Hi.
I've got a serious installation issue after purchasing 8Dio orchestra bundle. It was correctly installed according to Native Access, but the instruments don't appear in Kontakt. I've been contacted support, which BTW, is extremely hard as all links take you to the useless Q&A section when you have a real issue. The guy told me it was probably because I changed the installation paths to D drive, and told me to change it and reinstall 8Dio. The thing is that I have installed Ultimate Collector's edition in that drive (which works perfect) and I asked if that change would make Ultimate to not appear in Kontakt. As he didn't secure me my installed content would not disappear (installing that, with the very slow servers, took me 2 full weeks, so it's something I don't want to pass through again!), I asked to another solution. He said he would address the issue in a meeting…. I waited some days and asked what was going on…. He said they were waiting for 8Dio's response and proposed me to get a remote session in the meanwhile. It was hard for me to find an available time as I live in Mexico, and work in the morning. I didn't reply as I didn't have available time, and NI sent me a mail saying that my ticket was closed and sent me the link to qualify if I was satisfied with the service!!! I reopened the ticket again, with a sharp comment. The service guy just said he needed that remote session to record the issue and send it to 8dio, something he NEVER said before. Then I looked for a day and time to make the remote session, and we scheduled it. He even sent me a link to get team viewer, and I sent him the data. But…. the guy never appeared. Not a word from him… I purchased 8Dio more on May… opened the ticket a month ago. And I can't still get my product to work. Is there a way to open a ticket to complain about this tech's terrible support? Or to get another tech who will be serious and helpful?
Thanks.
Comments
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What does Help/About say the version of Native Access is?
I'm on 3.11.1 but I see right now that there's a 3.12.0 that will be installed as soon as I restart it.
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Just installed the new one, 3.12, and nothing changed. 8Dio content is still missing at Kontakt.
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I will call for @Jeremy_NI to take a look at the mishap. Your issue most likely is another than the below is aimed at but in the mean time then please try Jeremy_NI's standard troubleshooting advice for missing on Kontakt :
Log out of NA and try Jeremy_NI's : Kontakt libraries go missing in Kontakt and Native Access.
If the above doesn't help then try Jeremy_NI's latest 'invention' : the replacing of the XML file.
It looks like the Native Access.xml file downloaded by NA is damaged/incomplete.
In this example it is missing the Kontakt 7 entries, please try the following:
Delete the Native Access.xml in the following location and restart your computer and open NA
Windows: C:\Program Files\Common Files\Native Instruments\Service Center
Mac: Macintosh HD > Library > Application Support > Native Instruments > Service Center
Repeat until the missing products reappear/the products in demo recognise their activation again.
If this doesn't work, please download this zip file, unzip it and and replace your xml file with this one.
Else , Quote Mert_NI : you can also try to downgrade your Native Access to 3.8.1 which can also help :
Here are the direct download links for that : NA 3.8.1 : WIN , MAC INTEL , Mac AMR (M1/M2/M3)
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Just one thing that i noticed:
The NativeAccess.xml you send is old, is from April (file size: 3,95 MB)…
The latest NativeAccess.xml is from today, after updating to version 3.12 (file size: 4,03 MB)
So, a lot of new information is not included, thus some of the suggested solutions might not work as expected…
Here is the latest NativeAccess.xml:
Note: If we offer that solution, then someone must remember to update this file, with every new version! 😉
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The latest NativeAccess.xml is from today, after updating to version 3.12 (file size: 4,03 MB)
Thanks ! Is that a 'Jeremy_NI supplied download' or one of your own ? I use the 'official' supplied download links , and also I since not having been informed about anything in specific then I have no idea if the one Jeremy_NI supplied has been 'tinkered' with to improve it.
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hi i got guitar rig 7 with a izotope bundle i got, after an extremely annoying downloading headache with all the programs that you have to download to get your program i am now trying out guitar rig 7, i have sound from my guitar through my speakers but no matter what i change in guitar rig (amps, effects) the sound stays the same, i can't find anything about it online and it's very annoying.
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Thanks. I already did that when this issue appeared. After closing, restarting, re-loading NA, most of my content turned to demos and this process fixed it. This issue is different, because the 8Dio products are normal and active in Native Access but don't appear in Kontakt.
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This issue is different, because the 8Dio products are normal and active in Native Access but don't appear in Kontakt
So , have you then tried the Resetting the Komplete Kontrol Database followed by the reinitialize the KONTAKT Database to see if that makes any difference ?
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Try posting your own question in the Guitar Rig sub-forum and include all relevant information when doing so or alternatively contact support instead.
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@hectorblg I'm really sorry for the bad experience. I believe my colleague got back to you earlier today and already apologised. One of our US colleague will take care of your case and get back to you.
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"Is that a 'Jeremy_NI supplied download' or one of your own?"
There is no "official Jeremy file" and "other files"… :-)
The NativeAccess.xml is the same for everyone.To say it simple, is a "list" with all the available products, which includes:
Product version, UPID, Product name, Product type, Registry Key, SNPID, Authentication system, NKS compatibility, Icon, Company name and some more info.
The difference is that, newer files contain all the newest versions and additions, while a file from April contains everything that was available until April! Any newer addition is not included!
So, if you are dealing with a problem from some older product (lets say Battery or Reaktor) or older version (lets say Kontakt 7.9), the file from April is fine.
On the contrary, if you are dealing with a problem from some latest version/addition, then it is absolutely mandatory to have the latest possible NativeAccess.xml.
Tip: If your Native Access is up-to-date, you can share your own NativeAccess.xml as a solution 😉
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Hi. I solved the problem… it was something very simple that he could have told me to do since the first email instead of wandering around a lot of stuff. Kontakt player just needed an update. Anyway, my experience with him was TERRIBLE. Not only he was incompetent, he made me wait days for a response, didn't care too much about the case, and finally, he offered me to make the remote session, and after I told him my availability, he told me specifically the hour: 7pm Berlin time. And then, after not showing, he "cynically apologizes" saying it was a big confusion because he was out of work at 6 pm. You can check the conversation… I really hope you improve your customer service a lot.
Thanks.
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I solved it. It was something stupid, that the incompetent tech from NI never told me to check: Kontakt needed an update.
Thanks for everything. NI should pay you, because you are far more helpful than its techs.
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