Add Library - Native Access not compatible

Davidemt

Hello,

I purchased Dolce light form audio imperia but when I try to download it through Native Access it says add library instead of install. No download was sent to me for Audio Imperia. I understand that I might need Native Access 2 but that is not compatible with my osx (10.14) What should I do? Neither Audio imperia nor NI has been very helpful so far..thanks!

PoorFellow

@Davidemt

when I try to download it through Native Access it says add library instead of install. No download was sent to me for Audio Imperia

Please check your email from Audio Imperia for exact instructions. I do not have access to that and the Audio Imperia : Downloading help is a bit ambiguous since it IMO covers more scenarios.

I understand that I might need Native Access 2 but that is not compatible with my osx (10.14) What should I do?

I have no information what is required to get your download to function, but if N.I. says N.A. 2 then I doubt that they can help if you will or can not install that. The Audio Imperia download help have a section that says : Can I Manually Download and Install Your Libraries? which says , quote : "If you need access to any Legacy or discontinued Kontakt Full Libraries, we can allow access to downloads of these to your account."

The Dolce Light itself says "Made for the free Kontakt Player, Version 6.7.1 or higher", meaning compatible with Kontakt 6 on 10.14 Mojave. So I can only suggest that if you want to try to work around any limitation then ask Audio Imperia to add the manual download to your account so that you may download and put library where you need and then add through Native Access as you describe the possibility of. However then next impediment that you might be facing

Neither Audio imperia nor NI has been very helpful so far..thanks!

Only N.I. staff and Audio Imperia can assist you with these matters so you will have to keep working with either N.I support or Audio Imperia support as you see fit. I am not in a position to assist with matters pertaining support area of either.

Native Access 2 but that is not compatible with my osx (10.14)

Standard references :

Compatibility of Native Instruments Products on mac OS

Native Access Legacy Installers for Older Operating Systems

How to Enable Full Disk Access on mac OS

Notes on Network Drives and Disk Formats

Davidemt

update:

NI instruments contacted me with a download link, problem solved!

Thank you!

PoorFellow

@Davidemt

when I try to download it through Native Access it says add library instead of install. No download was sent to me for Audio Imperia

Please check your email from Audio Imperia for exact instructions. I do not have access to that and the Audio Imperia : Downloading help is a bit ambiguous since it IMO covers more scenarios.

I understand that I might need Native Access 2 but that is not compatible with my osx (10.14) What should I do?

I have no information what is required to get your download to function, but if N.I. says N.A. 2 then I doubt that they can help if you will or can not install that. The Audio Imperia download help have a section that says : Can I Manually Download and Install Your Libraries? which says , quote : "If you need access to any Legacy or discontinued Kontakt Full Libraries, we can allow access to downloads of these to your account."

The Dolce Light itself says "Made for the free Kontakt Player, Version 6.7.1 or higher", meaning compatible with Kontakt 6 on 10.14 Mojave. So I can only suggest that if you want to try to work around any limitation then ask Audio Imperia to add the manual download to your account so that you may download and put library where you need and then add through Native Access as you describe the possibility of. However then next impediment that you might be facing

Neither Audio imperia nor NI has been very helpful so far..thanks!

Only N.I. staff and Audio Imperia can assist you with these matters so you will have to keep working with either N.I support or Audio Imperia support as you see fit. I am not in a position to assist with matters pertaining support area of either.

Native Access 2 but that is not compatible with my osx (10.14)

Standard references :

Compatibility of Native Instruments Products on mac OS

Native Access Legacy Installers for Older Operating Systems

How to Enable Full Disk Access on mac OS

Notes on Network Drives and Disk Formats

Davidemt

Hi @PoorFellow, thanks for you answer.

Audio imperia told me to ask native and native closed my ticket without even addressing it…

On the AI website, about manually downloading: Sadly not. All of our libraries are made for Kontakt Player, which are distributed through Native Access. If you need access to any Legacy or discontinued Kontakt Full Libraries, we can allow access to downloads of these to your account.

My product (Dolce) it is not discontinued so that doesn't apply.

I contacted AI again and I re-opened a ticket with NI, lets see…

My next step is calling paypal and canceling the payement for a product I couldn't download and cannot use and, in fact, I do not have.

They should also specify these things in my opinion: the only compatibility they mention is with kontakt 6.7 or above, which i have. No one ever said anything about needeng Native Access 2. In fact I bought also another library yesterday and had no issues installing it..

PoorFellow

https://community.native-instruments.com/discussion/comment/186393#Comment_186393

My next step is calling paypal and canceling the payement for a product I couldn't download and cannot use and, in fact, I do not have.

Yes , asking for a refund would be a logical step if you can not get the product to work and if they will not help , however if it includes a key that you have used AI might not be willing to accommodate your request even though that they should.

My product (Dolce) it is not discontinued so that doesn't apply.

I contacted AI again and I re-opened a ticket with NI, lets see…

I never suggested that Dolce were discontinued , I only meant that if AI have the ability to give people downloads then that appeared to me as a solution that they ought to let you have if they have any proper customer service that is.

native closed my ticket without even addressing it

To the best of my knowledge then N.I. are not in the habit of closing peoples tickets with no response , but if they have then since the above is a problem related to N.A. then I will ask if @Mert_NI , could you please look into what happened here and if possible give some useful advice ? (part of problem could be that user is using a not supported legacy OS Mac 10.14 Mojave , however even if not supported then customer service at least ought to have given user a response with a given ground for rejection? - or what ?)

@Davidemt , in the above I called for someone N.I. to take a look , sorry there is nothing more that I can do for you.

Davidemt

@PoorFellow

Yes, toaday I asked AI to either send the library as a download or refund me. Still waiting..

As for the NI ticket I thought it was weird too, so hopefully someone can tell me what's going on..

Thanks a lot for your help tho, appreciate it!

Davidemt

update:

NI instruments contacted me with a download link, problem solved!

Thank you!