can anyone please give me a sign of hope?

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.

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Accepted answers

Jeremy_NI

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

PoorFellow

https://community.native-instruments.com/discussion/comment/203318#Comment_203318

so is there no contacting anyone who actually works for NI?

If you by "contacting anyone who actually works for NI" are referring to phone support then no there is no phone support and no official support email address. All support is initiated through the web-interface referred to in the above and then either by the chat or by answering to the support email requests initiated.

So , if you want/need assistance then you need to work with N.I. support by answering the N.I. support crew that you are already in contact with

Quote Jeremy_NI , January 6 : at PennyAnte , "My colleagues got back to you earlier today, feel free to get back to them in case you need anything else. "

Quote Jeremy_NI , January 9 : "Please get back to my colleague if needed"

For contact details please refer to my posts above.

For access to your Maschine software then be sure to be logged into the correct account (check my post above) and also be sure to be using latest version of Native Access for your OS . Then in Native Access Preferences then in section "Legacy products" then turn on the "Show discontinued products" :

All comments

Kaiwan_NI

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

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

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

https://community.native-instruments.com/discussion/comment/201766#Comment_201766

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

none of this info helps me

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

PK The DJ

"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

https://community.native-instruments.com/discussion/comment/201774#Comment_201774

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

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

PennyAnte

Hi good evening! so I deleted all the apps from my laptop. I figured I download them again? Too late to turn back now, right?

Jeremy_NI

https://community.native-instruments.com/discussion/comment/202869#Comment_202869

I'm not sure I understand what you mean. Please get back to my colleague if needed.

PennyAnte

what I meant was I deleted all the Native Instruments app that were downloaded onto my laptop. Im trying to figure out why my Maschine drum pad can only be used as a MIDI controller. Where did the software go? and why can't I find a way to download it again?

BIF

I want to help, but this OP is all over the place, and hasn't given even the most basic information about his environment.

PennyAnte

so is there no contacting anyone who actually works for NI?

Mark Oxley

If I'm understanding this correctly you've purchased Komplete 15 and you have a Maschine MK2 controller? Which version of the Maschine software did you install? Maschine MK2 is not compatible with Maschine software version 3 so you will need to install version 2. Is Maschine version 2 showing in Native Access?

Did you register the Maschine MK2 in your account? If not then that could explain why the Maschine software is not showing up in Native Access.

LostInFoundation

The way to contact NI support is in PoorFellow answers.

Follow those links and sooner or later you will be able to speak to a NI representative

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