Maschine Software Will Not Show Up In Native Access

13

Answers

  • tkesala
    tkesala Member Posts: 5 Newcomer

    Hi!

    Today I bought Machine MK3 and registered successfully. In the account I can see that Machine essentials should be downloaded in Native Access but they don't show up there, I have waited few hours now. Restarted the app and pressed the refresh button also about 100 times.

    I have downloaded the latest version of Native Access (3.14.0) and i´m running M1 Max Sonoma 14.6.1.

    As told in NI´s YouTube instructions: Im using external hard drive for download and content location. I didn´t change the location for applications.

    Please help me with this issue, my son is crying his eyes off.

  • kylerzinn
    kylerzinn Member Posts: 3 Newcomer

    I have an issue with the Mikro Mk3. I have Native Access (3.14.0) and entered my serial number for the Maschine but the Maschine software has yet to show up. I have deleted every native access file on my pc and reinstalled it 5 times, restarted my computer a bunch, tried on another computer, and entered my serial number 100 times along with refreshing, logging in, and out. Been contacting support for 5 hours with no response. My serial number shows as a registered product for my Maschine on my native account, I am on Windows 10. Also when submitting requests through chat support for an agent, I am told that I will receive an email in 2-3 minutes about my query and I haven't received one email on 2 separate requests in the past 5 hours.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,374 mod
    https://community.native-instruments.com/discussion/comment/189006#Comment_189006

    Please get in touch with our support here: https://bit.ly/NI_support_NA

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,374 mod

    @kylerzinn I see that my colleagues got back to you and resolution is on it's way.

  • tkesala
    tkesala Member Posts: 5 Newcomer

    Dear Jeremy, if you mean the chatbot, i´ve done this allready. I got it to the point that it said a human being would contact me via mail.

    No answer, though.

    Is there another way of getting answer or is this the best (=only) way of doing this? And how long do I have to wait? I´ve red all the support instructions with no help to the situation.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,374 mod
    https://community.native-instruments.com/discussion/comment/189214#Comment_189214

    I see that in the meantime, my colleague got back to you.

  • tkesala
    tkesala Member Posts: 5 Newcomer

    @Jeremy_NI yes.

  • veejc
    veejc Member Posts: 3 Newcomer

    Same issue. Just bought the Maschine mk3 and just registered the serial number of the hardware today, no Maschine software is coming up on Native Access at all. I tried everything that was suggested. I restarted my computer, restarted the app, refreshed many times, tried to look for the xml under the service centre but there was no nativeaccess.xml there only pal.db. I also kept trying to contact customer support but no ones available its so hard to get support…

  • tkesala
    tkesala Member Posts: 5 Newcomer

    For me this problem is now sorted. Did you get in the chatbot to the point where ”agent will mail you”? I think it´s better to make sure you got to this and then just wait. For me it took about 10 hours and then I got email announcing that agent had solved the problem and I got my Maschine stuff in NA with no problem.

  • tkesala
    tkesala Member Posts: 5 Newcomer

    Sorry typo 10 hours was app. 20 hours.

  • Antomix1
    Antomix1 Member Posts: 2 Newcomer

    So as I can see it's a common problem… same here.

    Bought an used Mikro mk3, the seller transferred the license, I imported it and registered the e-mailed serial number and the hardware, in my "products, serial & download" i see MASCHINE MIKRO MK3 HW - Massive for Maschine - Monark for Maschine - Reaktor Prism for Maschine .

    But in I Do NOT see anything about Maschine 2 (and factory selection..) software, in Native Access or in my account

    would it be possible to solve, pls ?

    Antonio

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,374 mod
    https://community.native-instruments.com/discussion/comment/189341#Comment_189341

    Please get in touch with our support here: https://bit.ly/n1acc

  • anuaroslan
    anuaroslan Member Posts: 2 Newcomer

    Hi @Jeremy_NI , Im having the same issue as everyone else here. The usual Maschine software not appearing after I key-ed in my Mikro MK3 serial. I have submitted a ticket on the chatbot but haven't gotten any response. Thanks!

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,374 mod
    Answer ✓

    Hey all, there are several possible issues for this one. Please check that your system supports Maschine 3 here:

    https://www.native-instruments.com/en/products/maschine/maschine-accessories/maschine-3/specifications/

    If your system supports it and Maschine 3 is still missing in. Native Access, please get in touch with support here with a copy of the invoice at hand: https://bit.ly/n1orders

  • anuaroslan
    anuaroslan Member Posts: 2 Newcomer

    @Jeremy_NI Thanks for the quick response. I'm on MacOs Sonoma 14 and M1 Pro should be fine in terms of compatibility. Yep I've gotten in touch with the support but still no response

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