who can I contact if the help topics don't help ?

Brother Jim · 2025-02-23T13:40:08+00:00

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Greetings ..

I paid for Neutron 5 elements after loving the demo ...I've successfully authorised and activated it on the portal, and my iLok account
but it refuses to authorise in my DAW (Logic Pro)
I've tried everything .. all the help topics to no avail .. the challenge/response code comes up as invalid on the webpage. (I've tried this about 10 times).
The demo period has now run out, and I can't use the plug-ins at all
the email given : info@native-intruments.co.uk - comes back as address not found ???
I really like the product, and would be great to get some customer support, failing that, .. a refund
Any thoughts would be massively appreciated
Jim

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Jeremy_NI

https://community.native-instruments.com/discussion/42776/who-can-i-contact-if-the-help-topics-dont-help

Please get in touch with Izo's support here: https://bit.ly/Izo_support_install

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PoorFellow

https://community.native-instruments.com/discussion/42776/who-can-i-contact-if-the-help-topics-dont-help

If you bought the product at the iZotope site then please contact iZotope install support

If you bought the product at the N.I. site then please contact N.I. Native Access and Installation Support

There is no end-user support initiated via email , all support must be initiated via the web interface :

In case that you need guidance contacting support : Please read : how to get support !

mykejb

If you auth'd the product to iLok it shouldn't use the challenge/response method. Have you transferred the iLok licence from your iLok licences onto either your computer or an iLok key that's attached to your computer?

Brother Jim

Hi
Thanks mykejb
Yes it's on my usb (the only location I could put it on for some reason)

LostInFoundation

Is it possible iLok has issues lately?

Suddenly, in the last week, Maschine plugins scanning reports it can’t read MPC software, stating something about iLok (I didn’t even know MPC was involved with iLok…).

I even tried to uncheck MPC in plugins list in Maschine settings, but during scan the message appears anyway

Brother Jim

Thanks LostInFoundation
Maybe it's worth contacting iLok ?

LostInFoundation

Frankly… I don’t know…(sorry)

iLok is an unknown world for me (and one I don’t like too much ☺️)

mykejb

In the iZotope Product Portal is your iLok ID set correctly in the Account section? Also, again in the product portal, under "Install/Authorize" does Neutron show as authorised to iLok?

Brother Jim

everything is installed (I think) but plugin keeps asking for authorisation ???

mykejb

It looks like you're trying to load Transient Shaper standalone. I think with Elements you don't get the standalone version, you get the single Neutron Mix Assistant plugin which contains the Transient Shaper module. It's not something I can test here as I have the full licence sorry. Maybe @Jeremy_NI or someone else in the support team might be able to tell you for sure tomorrow.

Brother Jim

Thanks mykejb .. I'll try elements

Brother Jim

You might be right mykejb
When I went to purchase transient shaper, it offers 'ways to buy' .. elements is the cheapest
it's basically just mix assistant with not much control .. looks like you can't get transient shaper as a stand alone :/
appreciate your advice
Many thanks
Jim

Brother Jim

Lemme know if you thinks there's a way to access transient shaper via elements ?
Thanks again

Jim

mykejb

If you're looking for a transient shaper there's always Transient Master. You can get a demo from here - https://www.native-instruments.com/en/products/komplete/effects/transient-master

Brother Jim

Nice one mykejb .. I'll check it out

Thanks again
Thanks everyone
Onwards
Jim

Jeremy_NI

https://community.native-instruments.com/discussion/42776/who-can-i-contact-if-the-help-topics-dont-help

Please get in touch with Izo's support here: https://bit.ly/Izo_support_install

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