Update from Komplete14 Collector's Edition >> Komplete 15 Collector's Edition, through Native Access

Ret Roged
Ret Roged Member Posts: 5 Newcomer
in Native Access

Hi !

I have just bought the following update :

Komplete 14 Collector's Edition >> Komplete 15 Collector's Edition. Update through Native Access (DL download).

Despite the fact that I get all the (completed) purchase confirmations and see it indeed in my WEB account…

Despite the fact that I have downloaded the last version of Native Access…

Nothing happens after 5 hours of my order and I find no trace of Komplete 15 (nor Komplete 15 Collector's Edition), even re-initialising Native Access and the computer (Apple MAC Studio M2).

In my DAW, I'm still running on Komplete 14.

It's clearly indicated in the e-mail information that there is no serial number while the Native Access's updater is not finding anything new, or no new application appears or whatsoever.

In addition, in the e-mail received is a link to help starting with Komplete 15… This is a dead link (permanent error) leading nowhere on NI's WEB site (error 404).

Disappointing…

How to solve this issue ?

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  • PoorFellow
    PoorFellow Moderator Posts: 4,894 mod
    edited October 7 Answer ✓
    https://community.native-instruments.com/discussion/37021/update-from-komplete14-collectors-edition-komplete-15-collectors-edition-through-native-access

    see it indeed in my WEB account

    It's clearly indicated in the e-mail information that there is no serial number

    ?

    If on your account then it should clearly say : "KOMPLETE 15 COLLECTORS EDITION Update" and then to the right of that is the serial. Then check the MY PRODUCTS, SERIALS, AND DOWNLOADS page to see if it lists as Not registered or as Registered Products. Then if as not registered then enter serial in Native Access.

    If it lists as registered on account but the new products from K15 does not show in Native Access then try resetting the Native Access XMLfile , look at section 8 here : My Product is Missing in Native Access .

    If problem persists then please contact either N.I. Account Support or N.I. Native Access and Installation Support depending on if you got the product or not .

    If you have the product on account but it doesn't show in Native Access and the above does not help then contact N.I. Native Access and Installation Support. At the page N.I. Native Access 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. There has been introduced chat support for Native Access assistance (at least daytime on normal work days)

    (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

  • Ret Roged
    Ret Roged Member Posts: 5 Newcomer

    Thanks for your assistance PoorFellow, I do appreciate.

    It seems that everything is installed now.

    Now I only experience some issues related to the behaviour/recognition of my Kontrol S88 MK3 but am working on it… (everything was working just so fine before this update…)

    🤔

  • PoorFellow
    PoorFellow Moderator Posts: 4,894 mod
    Answer ✓
    https://community.native-instruments.com/discussion/comment/182661#Comment_182661

    Now I only experience some issues related to the behaviour/recognition of my Kontrol S88 MK3 but am working on it… (everything was working just so fine before this update…)

    Great that you got the K14 CE update problem fixed 🙂

    With respect to the issues related to the behaviour/recognition of the Kontrol S88 MK3 then it would most likely be better if you opened a new thread on that subject if you get the need.

    Otherwise you can also contact N.I. Komplete Kontrol Support so that they can help you troubleshoot !

    Best of luck with all of it 🙂

  • Ret Roged
    Ret Roged Member Posts: 5 Newcomer

    Thanks again, PoorFellow, I really appreciate.

    I will try to fix this tonight.

    Take care

  • Paul Derrington
    Paul Derrington Member Posts: 11 Member

    I jusy want to drop a complaint real quick. NI, asking someone who owns 14 Komplete Collectors addition to pay another $499 to upgrade to 15 Collectors is just crazy. I can use that extra money to buy Omnisphere. I love the NI ecosystem but damn, I also love groceries.

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