Service Center problem

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songman
songman Member Posts: 97 Member
edited February 19 in Other Software & Hardware

After a definitive crash of an old MacPro (2010) I had to move everything over to a spare one. Of course my Komplete Ultimate v10 had to be reauthorised. Since the system on that Mac is still 10.8.5 (because of Protools HD) I had to use Service Center (offline) to try and do that. I had tremendous help from Isti@NI (kudos!) who regenerated the authorisation keys based of the ActivationRequestFile I sent him. This is a file generated by Service Center which probably contains the SystemID (computerID), because the files I received from Isti showed fro each item the name, the ID and the authorisation key. Now the mystery begins. Whenever I start up Service Center the SystemID changes! As a consequence after trying 3 consecutive times with a new activation key file generated by Isti for the moment we have to give up. In Service center an item will indicate that it is activated (green) when I give in the key (in spite of an altered systemID) but when I then open that item in the DAW it says hardware has changed, each time the same. Can anyone here shed some light on this problem, why this change of systemID each time and how to avoid that?

Any help would be greatly appreciated because at the moment the whole Komplete Ultimate is lost.

Thanks, cheers, Bob.

Best Answers

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,941 admin
    Answer ✓

    Hey Bob,

    Service Center reached End Of Life, End of Support, please read carefully: Service Center and Legacy Products End of Life

    Despite that, Isti already tried to help. If he wasn't able to make it work, I'm afraid no one can. Your Komplete Ultimate is not lost, you can still use it on a supported system. To be able to activate products with Native Access, you would need at least 10.9: Native Access Legacy Installers for Older Operating Systems

  • songman
    songman Member Posts: 97 Member
    Answer ✓

    A story of very great customer service by NI. After a fatal crash of my old MacPro with MacOS 10.8.5 that Mac was replaced by a spare MacPro and all my items from Komplete 10 Ultimate reverted to demo. I contacted support about this and Isti replied. After several tries involving the defunct Service Center which did not work, Isti with an ingenious step, dropping Service center and doing things in a manual way, solved the problem. All is again working on the new (well really also old) MacPro

    I would like to point out that Service Center has been many years EOL, and in spite of that Isti with tenacity and with ingenuity kept helping until the problem was solved. This is service beyond the call of duty.

    Kudos to NI and kudos to Isti.

    Cheers, Bob.

Answers

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,941 admin
    Answer ✓

    Hey Bob,

    Service Center reached End Of Life, End of Support, please read carefully: Service Center and Legacy Products End of Life

    Despite that, Isti already tried to help. If he wasn't able to make it work, I'm afraid no one can. Your Komplete Ultimate is not lost, you can still use it on a supported system. To be able to activate products with Native Access, you would need at least 10.9: Native Access Legacy Installers for Older Operating Systems

  • songman
    songman Member Posts: 97 Member

    Hello Jeremy,

    Yes, I understand, and it was most kind of Isti to try to help me. The problem is that I have to leave this computer at 10.8.5 because that is the highest OS that my Protools HD3 TDM system runs on. Fortunately I have a Mac mini where I have Komplete 14 Collectors. My main concern was Absynth. I really wish NI hadn't let that go and reading the various websites so do many people. Anyway thanks for your concern.

    Cheers, Bob.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,941 admin
    edited February 19
    https://community.native-instruments.com/discussion/comment/212031#Comment_212031

    Yes, I understand the problem with that old setup and I'm really sorry we can't do more. Regarding Absynth, it can still be installed on a current MacOS. Not officially supported does not necessarily mean it will not work. If you wish to use it in a DAW on a Silicon Mac you'll need to run your DAW in Rosetta though: How to Open Your DAW Using Rosetta

  • songman
    songman Member Posts: 97 Member
    Answer ✓

    A story of very great customer service by NI. After a fatal crash of my old MacPro with MacOS 10.8.5 that Mac was replaced by a spare MacPro and all my items from Komplete 10 Ultimate reverted to demo. I contacted support about this and Isti replied. After several tries involving the defunct Service Center which did not work, Isti with an ingenious step, dropping Service center and doing things in a manual way, solved the problem. All is again working on the new (well really also old) MacPro

    I would like to point out that Service Center has been many years EOL, and in spite of that Isti with tenacity and with ingenuity kept helping until the problem was solved. This is service beyond the call of duty.

    Kudos to NI and kudos to Isti.

    Cheers, Bob.

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