Native Access 3 unable to Log in on Mac OS

Ivan Artamonov
Ivan Artamonov Member Posts: 2 Newcomer
edited October 25 in Native Access

I have started my Trial today and I was so inspired… but instead of satisfaction of using cool product I am trying to log in into Native Access maybe 5 hours… Please, help me somebody.

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I work on Macbook Pro M1 2020

OS: MacOS Sonoma 14.6
Native Access Version: 3.13.0-arm64 (just downloaded from NI website the latest version)

The process of installing finished without errors. All permissions were granted.

When I launch Native Access it ask me to log in.

image.png

Sometimes it performs quickly and display a popup window for log in, but sometimes it is loading ~1-2 minutes. And sometimes log in popup appears without content (like if I have bad internet connection)

image.png

And I need to wait 1-2 minutes until login and password fields will be rendered.

Anyway, log in popup is appearing, I enter my credentials and Native Access is verifying it… It also takes 1-2 minutes.

image.png

And finally, I receive the following error

image.png

Of course, I opened this link from help center (https://support.native-instruments.com/hc/en-us/articles/13415633434269-Native-Access-Error-Unable-to-log-in) and performed instructions mentioned here. Twice. Also I tried to install previous versions of Native Access (3.0 and 3.6), but it didn't help. Finally I have uninstalled them and re-install the latest version of Native Access.

It looked like the remove server (NI) just didn't answer. Maybe it is a some kind of network issue, I though. So, I decided to capture the traffic from my machine by Wireshark. I investigated that when I enter credentials the Native Access try to connect to the e200630.dscb.akamaiedge.net host (maybe this server is responsible for authentication), but the connection fails.

image.png

In request details we can see that connection can't be complete, because the server don't respond with "ACK" response.

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I have tried ping this server and all were ok.

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I noticed, that this address doesn't have a SSL certificate.

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I don't know will it help you to investigate the problem or not…

One more interesting moment: I managed to enter the program once and even loaded Guitar Rig. Inside a program all content were without images. When I closed Native Access and restarted I faced with the same problem with log in.

Hope somebody can help me.

P.S. As far as I understood from this community and topics on reddit, this problem isn't new and occurred a year ago and still actual. And it affects a lot of macOS users.

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Answers

  • Ivan Artamonov
    Ivan Artamonov Member Posts: 2 Newcomer

    After almost 5 hours of attempts I did it again. I entered. And the picture is the same as I described in my start post earlier. There are no images. And in "Preferences → Usage Data" I see error "The server is not available at the moment. Please try again later".

    image.png

    No images

    image.png

    I am sure, if I close the program I need to make ~300 other attempts during ~5 hours to open it again. And no, I am sure that problem doesn't connected with some firewall or too many attempts or something like this. I tried to make pauses. It doesn't matter.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,047 mod
    Answer ✓

    @Ivan Artamonov Sorry to stumble upon your post so late. Hopefully you reached out to our support regarding this issue. If not, please get in touch here: https://bit.ly/NI_support_NA

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