Kontakt 8 not showing after purchase

Roachy
Roachy Member Posts: 4 Newcomer
edited October 9 in Kontakt

Can anyone advise please. I've never had an issue with any NI software before….I have purchased Kontact 8, and the Upright Bass instrument. I have received notification that i can download them, but nothing shows in Native Access. I am bitterly disappointed that i cannot generate an enquiry/support ticket, it just takes you round in a big circle. I run the old Native Access as the new one will not operate correctly on my system….never had a problem. I've changed my password. Uninstalled and installed Access, pressed the refresh button a thousand times, …all to no avail. I bought them 3 days ago. I'm 71 and going stir crazy!

Many thanks for any reply

Martyn, Nth Lincs UK

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  • DunedinDragon
    DunedinDragon Member Posts: 971 Guru

    This could be one of a thousand things wrong, but without any information about Native Access versions, the computer you're running it on and drive types and size you're using or the specific error messages you're getting anything here would just be a blind guess.

  • PoorFellow
    PoorFellow Moderator Posts: 4,814 mod
    Answer ✓
    https://community.native-instruments.com/discussion/36925/kontact-8

    I run the old Native Access as the new one will not operate correctly on my system

    I have purchased Kontact 8, and the Upright Bass instrument. I have received notification that i can download them, but nothing shows in Native Access

    Old Native Access often does not show (too) new products and even the newest Native Access will not show products that is not compatible with your not specified OS.

    Kontakt 8 :system requirements :
    macOS 12, 13, and 14 (latest update)
    Windows 10 or 11 (latest Service Pack)

    Upright Bass requirements : Free Kontakt Player version 7.9.0 or Kontakt version 7.9.0 and higher. Please also see the Kontakt Player system requirements and the Kontakt Player FAQ.

    If your OS is supported then try resetting the Native Access XML file, look at section 8 here : My Product is Missing in Native Access .

    If your OS is supported and problem persists then please contact N.I.Native Access and Installation Support

    At the page N.I. NativeAccess and Installation Support be sure to scroll down to page bottom to see if there is a log-in request , if there is then log-in,then at next page again scroll down and small blue chat box ought occur within 15 seconds. Then write in chat box and when getting suggestions then select did not help when it didn't,that ought to bring you on to either chat with human or open a ticket. (You need to use a browser with Cookie , Security and Extensions settings that will allow for log-in on the page for the page to work) .

    Please refer to the page : How to get in touch with our Customer Care

    If your OS is not compatible and you want to see if you could possibly get a refund then please contact N.I. Purchase Support

  • Roachy
    Roachy Member Posts: 4 Newcomer

    My system : I store all my Kontact versions and instruments on a spinner drive, F. I have never had any problem accessing them. Many thanks for your answers.

    Operating System
    Windows 10 Home 64-bit
    CPU
    Intel Core i5 7400 @ 3.00GHz 32 °C
    Kaby Lake 14nm Technology
    RAM
    32.0GB Dual-Channel DDR4 @ 1199MHz (17-17-17-39)
    Motherboard
    MSI B250M BAZOOKA (MS-7A70) (U3E1) 26 °C
    Graphics
    LG TV (1920x1080@60Hz)
    Hanns.G HH241 (1920x1080@60Hz)
    4095MB NVIDIA GeForce GTX 1050 Ti (MSI) 21 °C
    Storage
    894GB Maxtor Z1 SSD 480GB (SATA (SSD)) 33 °C
    447GB Maxtor Z1 SSD 960GB (SATA (SSD))
    3726GB Seagate ST4000DM004-2CV104 (SATA ) 24 °C
    1863GB Seagate ST2000DM006-2DM164 (SATA ) 22 °C
    Optical Drives
    HL-DT-ST DVDRAM GP60NB60 USB Device
    HL-DT-ST DVDRAM GP60NB60 USB Device
    Audio
    Focusrite USB Audio

  • PoorFellow
    PoorFellow Moderator Posts: 4,814 mod
    Answer ✓
    https://community.native-instruments.com/discussion/comment/182217#Comment_182217

    Windows 10 is a supported OS but be sure to be using latest version of Native Access for your OS .

    Then if the resetting the Native Access XML file doesn't help (look at section 8 here : My Product is Missing in Native Access), then please contact N.I.Native Access and Installation Support as described in my previous post.

  • Roachy
    Roachy Member Posts: 4 Newcomer
    Answer ✓

    Hi everyone, thank you so much for the help, especially the link to support. It was a learning curve that I shall remember. NI support sent me the downloads for the new Access and the Uptight Bass I had ordered, and both now work perfectly.

    Martyn, Nth Lincs UK

  • PoorFellow
    PoorFellow Moderator Posts: 4,814 mod
    Answer ✓
    https://community.native-instruments.com/discussion/comment/183062#Comment_183062

    You are very welcome 🙂 And thank you very much for returning here to confirm the fix and what was your solution 🙂

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