can anyone please give me a sign of hope?

PennyAnte
PennyAnte Member Posts: 4 Newcomer

I recently bought Komplete 15 Standard. As I was downloading the programs my laptop crashed. It wouldn't want to start back up so I decided to reset the whole thing. Factory Reset that is. The thing is I was able to download the Native Access application after I got it running again but now I can't find the softwear to MK2. Also, Where can I find the Serial number to the new bundle I just bought? I only see the other ones that come with the MK2.

Please tell me there's a way to recover these things. PLEASE!! I've been on Google trying to figure out how for the past three days but I've had no luck.

Best Answer

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,076 mod
    Answer ✓

    @PennyAnte My colleagues got back to you earlier today, feel free to get back to them in case you need anything else.

Answers

  • Kaiwan_NI
    Kaiwan_NI Administrator Posts: 2,871 admin

    Hi @PennyAnte if I understand correctly, are you looking for the serial number for your Komplete 15? Could you clarify what you mean by 'software to MK2'?

    You can find all your serial numbers in your NI account on our website. If any are missing, your recent purchase is made under a different account. Our support team can help verify this for you: https://support.native-instruments.com/hc/en-us/categories/360000053657-Purchase-Account

  • PennyAnte
    PennyAnte Member Posts: 4 Newcomer

    Good Morning!

    Yes, I am looking for the serial number to Komplete 15. Also, my Maschine didn't download its software. So I have no access to it.

  • PennyAnte
    PennyAnte Member Posts: 4 Newcomer

    I clicked on the link you sent me but I don't see an option for the help I need. How can I go about this?

    I really do appreciate your help. This is becoming a little overwhelming for me.

  • PoorFellow
    PoorFellow Moderator Posts: 5,036 mod
    edited January 3

    You should be able to see any serials connected with your account , when logged in at the page , on the MY PRODUCTS, SERIALS, AND DOWNLOADS page , listed as either Not registered or as Registered Products.

    I clicked on the link you sent me but I don't see an option for the help I need.

    Please contact N.I. Purchase Support

    In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

  • PennyAnte
    PennyAnte Member Posts: 4 Newcomer

    none of this info helps me

    is there anyone who has experienced what I'm going through? can anyone help me?

  • PK The DJ
    PK The DJ Member Posts: 1,988 Expert
    edited January 3

    "none of this info helps me"

    Please explain why the info has not helped. Are you saying that you logged in to your account on the main site, checked the "my products and serials" page but did not see the serial number for Komplete 15?

    You shouldn't need the serial number anyway, as buying anything here automatically adds it to your account, so it should appear in Native Access.

    What Maschine software are you expecting to see? Did you upgrade to Maschine 3? If you're still on Maschine 2 (which is now the 'old' software), you may need to enable legacy products in Native Access.

  • PoorFellow
    PoorFellow Moderator Posts: 5,036 mod

    Once again : If you are logged into the correct account then you should be able to see any serials connected with your account , when logged in at the page , on the MY PRODUCTS, SERIALS, AND DOWNLOADS page , listed as either Not registered or as Registered Products. You can also check your emails from N.I. including in spam folder to see if there is any serials there.

    If you can not find a serial then only N.I. Purchase Support or N.I. Account Support can help you , no one in the forum can help with that.

    If you have the product correctly registered to account and can see the product on your account and persistently can not get Native Access to work despite forum help then you can contact N.I. Native Access and Installation Support

    In case that you need guidance contacting support then read the : How to contact NI Support and How to get in touch with our Customer Care

    If you have a problem getting the N.I. site to work when seeking support then since functionality or lack of same could be a browser issue then also try another browser with no extensions and all cookies accepted (my suggestions for alternative browsers would be e.g. Firefox, Chrome, Vivaldi browser and Opera browser ,depending on what you do not usually use)

    Otherwise then the N.I. forum Customer Care employee will hopefully be back next week after his Christmas break , he do not work in support but could maybe assist you in contacting support.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,076 mod
    Answer ✓

    @PennyAnte My colleagues got back to you earlier today, feel free to get back to them in case you need anything else.

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