Maschine Software won't show up after Hardware registration

Jeremy_NI

https://community.native-instruments.com/discussion/comment/201456#Comment_201456

My colleagues got back to you.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/201985#Comment_201985

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

In case you need to know how support works: https://bit.ly/NI_Support_How

viper9711

Have the problems been solved now?
I was actually planning on buying a Maschine MK3 - but when I read this... I'll wait until I read that the problems that obviously affect a lot of customers have been solved.

An official statement from NI would actually be the least one could expect here

Gearcutter

Bought a brand new Maschine MK3 from Moog here in Canada last week. Arrived this morning. My first experience with anything Native Instruments. I unboxed it. Entered the serial into Native Access and it did provide access to Machine 3; however, no access to Komplete Select or the upgrade path from Select into Standard. No voucher either. Support links @ NI seem to be covered with disclaimers about being very busy and taking longer than usual. Eventually I ended up here and find forum posts going back to November……. An AI chatbot let me know that everyone is busy, but was super polite in letting me know that someone will let me know what is what eventually.

Pretty concerning as this is my first experience with anything Native Instruments.

Gearcutter

Don't see any option to edit my post from a few moments ago. Found the information I was looking for. The missing portions of my purchase were issued to me separately in the form of a voucher. The voucher negated the cost of a full price purchase of select through the web shop.

Strange way to segregate the otherwise well packaged onboarding process. Essentially my fault though. Should not have assumed that the software was serialized with the hardware package serial.

If anyone else is in the same boat and waiting for support to get back to them, check through your emails more carefully. My voucher was inside a spam folder.

AFO108

Same issue here. Recieved the Mikro Mk 3 for christmas, cant get the damned thing working. Followed all the instructions, DL'd native access and got all the included plugins working, including the Komplete select. No maschine software anywere, and the little screen is stuck on "MASCHINE MIKRO" Started a ticket, hoping it gets resolved soon.

AFO108

Cant edit comment, it was bought at a Long and Mcquade in Canada.

AFO108

This has honestly been a horrible first encounter with Native Instruments. I GUARANTEE they are losing customers over this. I'm super hesitant to buy the Komplete Kontrol I was planning on picking up now. This is a big F up from such a big company. Seeing a pattern in the previous pages. This is fully unacceptable, given that this thread dates back to November.

viper9711

Same problem here with Maschine MK3- no machine Software download shown in Native Access-very frustrating - I opened a support ticket - no answer yet

viper9711

Question for those whose problem was solved:
How was the problem solved?
Did the Maschine 3.0 software appear in Native Access after your support request or did you receive an email with a download link?
How long did the solution take?

viper9711

Support sorted everything out today - that was really quick.
The missing products have been added to Native Access.

AFO108

Yeah, mine was fixed overnight. Woke up to the software showing up correctly. So a little redemption here i guess. Maybe i was harsh, but man, was I mad. There was no indication that there was something wrong on the back end, no notifications or anything. So I thought I was just missing something, and watched all the set up videos I could. I thought maybe there was something else I had to do. I just wish there was a little disclaimer emailed to you when you register your product. I spent a couple hours just getting progressivley more and more upset about the process. Happy support fixed it rather quickly thought.

manuel lozano

Hello, I just bought the maschine mk3, I have registered it in native access with the serial.
 But it doesn't appear to download the maschine software, 
I have a Mac with the maCos 12 Monterrey operating system, and I have seen that the maschine 3
 is not compatible, which is the one they gave me. But how can I download maschine 2? 
I have seen that on the native page there was something to download for older operating systems
 like mine, but when I open the maschine 2 program and click on the activate window, 
it does nothing, it directs me to native pages with maschine information.
 and I can only use the trial version. that has expired. In the native bookstore
 it appears massive...maschine central and something else. but not the maschine program as is.
 please help.....thank you

AFO108

contact support. This is what bothered me about the process though, it should be immediately apparent that contacting support is the move. There's no indication anywhere that its a back end issue, so I can assume many people just try to figure it out. I know I thought I was just overlooking something simple.

On the plus side, support fixed it within a few hours of emailing them.

Capoccione75

I have the same problem.

Ticket #4480249 and  #4480222

I bought a second hand MASCHINE MK3 MIKRO. I have the serial but not the transfer key.

Please add the sw to my account!