Activation problems

Jorgen S
Jorgen S Member Posts: 3 Newcomer
edited October 2024 in Native Access

Been a user of NI soft and hardware for a very long time but this is my first post here so..hello everybody!

Searched the help articles and forum for several days now but i can't fix the activation problem. After a major pc crash (motherboard died) i have to reinstall NI software and stumbled upon activation problems.

-The Native Access tool doesn't show all the in the past purchased software

-Even on my account the software (Reaktor,FM8,Pro53,B4 II,.. doesn't show

So my question is:

How can i get a NI person to talk to? How can i get an email support ticket?

The AI support tool puts me constantly in a loop of articles.

Need some help… please.

Thanks in advance!

Jörgen

Best Answer

Answers

  • Sunborn
    Sunborn NKS User Library Mod Posts: 3,296 mod
    Answer ✓
    https://community.native-instruments.com/discussion/35130/activation-problems

    Hello,

    - For Native Access: Go to Preferences and activate the option for the legacy products.

    NA2LegacyProducts.png

    Here is an article about this, that it will guide you further:

    https://support.native-instruments.com/hc/en-us/articles/4825072532753-Native-Access-2-Preferences-What-Are-Legacy-Products

    - For your account: The only possible reason that a product it doesn't show in your account, is because you used a different email/account when you purchased it back then.

    In this case, you need to contact Support, but it is important to know your old email, or have the serial numbers of the products. To contact support, go in this page:

    https://support.native-instruments.com/hc/en-us/sections/360000092537

    At the bottom-right, there is a chat box. You have to use this first.

    Clipboard_08-21-2024_01.png

    The AI tool will ask some questions and provide some options. If this fail to help you, then a real person will be in touch with you, either instantly (if someone is available), either after you submit a ticket request.

  • Jorgen S
    Jorgen S Member Posts: 3 Newcomer

    Hey Sunborn! Thank you for the reply!

    It was an account problem ( different mail when i bought the software)

    I got an email from Martin@ni and he merged my accounts.

    Now the Legacy instruments show in the Native Acces tool and i can add serials, install and activate them again

    Kind regards,

    jörgen

  • klausus
    klausus Member Posts: 5 Member
    https://community.native-instruments.com/discussion/35130/activation-problems

    Hi Soeren,

    in your post you mentioned B4-II. What about this? Were you able to activate B4-II after help of

    Martin@ni , too?

    I have a similar problem here:

    https://community.native-instruments.com/discussion/35100/help-ni-denies-activation-of-b4-ii-after-new-installaton#latest

    Thanks Klaus

  • Jorgen S
    Jorgen S Member Posts: 3 Newcomer

    Hi Klaus,

    Problems aren't solved yet.

    Still can't activate Legacy instr. like for ex. B4 with the Native Access tool.

    Downgrading to Native Access v. 1.14.1 does show the instruments but now some of them need to be relocated. Wich is another pain in…you know.

    I'm still in contact with NI support team and will post the solution given by them in this thread as soon as i get it.

    Thanks Jörgen

  • klausus
    klausus Member Posts: 5 Member

    Hi Jörgen,

    NI has got awful. I remember those years when you could make a phone call and talk to someone.

    Now NI even don't even react on support requests. I got only some prewritten Mail without any reference to what I wrote.

    How is your contact with the support team? In person?

    Thanks Klaus

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