Updates That Delete Files And No Customer Service

FUNKELLWERK · 2025-01-29T16:27:26+00:00

There was an error rendering this rich post.

I updated My MASCHINE MKIII almost a year ago in which the update deleted a bunch of instruments from my tracks.

Even when I attempted to reload the instruments/files they cannot be found because they were COMPLETELY DELETED from my Mac!

They appear to be there as shown in the video link that the customer service people asked me to do but there's absolutely NOTHING THERE!

NI stated thru delayed email replies that there's NO PHONE SUPPORT and that everything will be communicated thru email to which they KEEP leavin me hangin! I've waited for 3-4 days now all to get NO RESOLUTION to my problem!

Last time this happened Rosetta mode seemed to be a resolve but my MAC is runnin in Rosetta and I've turned it on and off and still NUTHIN.

This makes me wanna leave NI altogether because as a customer of your products I SHOULD be privy to Customer Service but it's non existent.

Has ANYBODY else had this problem???

Here's the video that customer service asked me to put together...

https://www.youtube.com/live/TarqZYY_W_s?si=ROiQBX-NPhmir9UF

Find more posts tagged with

customer care

Comments

PoorFellow

@Mert_NI , I am not sure if this needs yours or Jeremy_NI's attention.

FUNKELLWERK

Is this a person who can help me?

FUNKELLWERK

https://community.native-instruments.com/discussion/comment/207506#Comment_207506

Thanks for trynna help me!🤘🏿🤘🏿👊🏿👊🏿

PoorFellow

https://community.native-instruments.com/discussion/comment/207508#Comment_207508

https://community.native-instruments.com/discussion/comment/207514#Comment_207514

Mert_NI is one of two N.I. Customer Care employees that can look into things.

FUNKELLWERK

Right On 💯

mykejb

You're looking in the wrong place. Look under Instruments, not sounds. The samples you're looking for are contained in Kontakt as you can see under Hihat Shiny in this screenshot from your video so the sound will be in the instrument browser.

This screenshot is Maschine 3 on my system, but you can see where to find it.

Jeremy_NI

@FUNKELLWERK You're in contact with my colleagues already. Your impatience can be understandable, however please understand my colleagues have to deal with many customers like you every day. I see that he replied to you yesterday. Please continue the troubleshooting there and also check what @mykejb mentioned.

PK The DJ

Another thing I noticed in one of the YouTube videos, you were complaining about getting no audio from a particular group - and the video clearly showed a row of volume knobs above the grid, all set to minimum.

Jeremy_NI

It"s very unlikely that things get "deleted" out of their own. Maybe this series of 3 videos could be helpful to you:

https://www.youtube.com/watch?v=YcSle_Cypzg

FUNKELLWERK

Much Appreciated 👍🏿 👍🏿

FUNKELLWERK

https://community.native-instruments.com/discussion/comment/207597#Comment_207597

When I type in tha name of tha file NUTHIN comes up. I'll try your way when I get back to tha studio

I looked in NATIVE ACCESS and I saw that there was some entire sound packs missing.

I'll do a video and screenshot when I get back to tha studio

FUNKELLWERK

Absolutely. You can see em from when I first did that track and tha image of em is there but when I type in tha name of tha track absolutely NUTHIN comes up as it would even when you type in tha first few letters of tha name of tha instruments.

Normally they'd pop up if they're there

FUNKELLWERK

Yeah Man.

My patience has boiled over as it's almost been a year since I reached out and just now getting a response. I appreciate YOU lookin out for me tho. This has impacted my business as well as my creatives who are waitin for tracks from me who've paid and who wanna pay me to do joints for em.

Im gettin faster responses in here than tha emails that I've been sendin. Again... THANK YOU SINCERELY 👍🏿👍🏿👊🏿👊🏿

mykejb

Just checked here - the sound "Hit Shiny" is part of the Drum Lab product, as is Kick Vinyl. You should also be able to find the sounds by loading Kontakt standalone and looking for the sounds in the browser. Also, check that Drum Lab is installed on your system in case it's gone walkabout.

FUNKELLWERK

Soon as I get to tha lab this evening I'll send you a vid and or screenshots. Wasn't able to make it last night

Quick links

Unanswered questions