Updates That Delete Files And No Customer Service

FUNKELLWERK
FUNKELLWERK Member Posts: 18 Member
edited January 30 in Maschine

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
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Comments

  • PoorFellow
    PoorFellow Moderator Posts: 5,995 mod

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

  • FUNKELLWERK
    FUNKELLWERK Member Posts: 18 Member

    Is this a person who can help me?

  • FUNKELLWERK
    FUNKELLWERK Member Posts: 18 Member
    https://community.native-instruments.com/discussion/comment/207506#Comment_207506

    Thanks for trynna help me!πŸ€˜πŸΏπŸ€˜πŸΏπŸ‘ŠπŸΏπŸ‘ŠπŸΏ

  • PoorFellow
    PoorFellow Moderator Posts: 5,995 mod
    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
    FUNKELLWERK Member Posts: 18 Member

    Right On πŸ’―

  • mykejb
    mykejb Moderator Posts: 2,225 mod

    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.

    image.png

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

    image.png
  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,833 mod

    @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
    PK The DJ Member Posts: 2,365 Expert

    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
    Jeremy_NI Customer Care Posts: 13,833 mod

    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
    FUNKELLWERK Member Posts: 18 Member

    Much Appreciated πŸ‘πŸΏ πŸ‘πŸΏ

  • FUNKELLWERK
    FUNKELLWERK Member Posts: 18 Member
    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
    FUNKELLWERK Member Posts: 18 Member

    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
    FUNKELLWERK Member Posts: 18 Member

    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 πŸ‘πŸΏπŸ‘πŸΏπŸ‘ŠπŸΏπŸ‘ŠπŸΏ

  • mykejb
    mykejb Moderator Posts: 2,225 mod
    edited January 31

    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
    FUNKELLWERK Member Posts: 18 Member

    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

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