Native Access Constantly Crashing and Failing & NO SUPPORT AT ALL

ShinHe
ShinHe Member Posts: 1 Newcomer
edited April 8 in Native Access

First of all, I just want to know if there is any living person in this company that can provide some sort of help? Recently, the Native Access on my end keeps crashing and mal-functioning for multiple times. Today, the NA app first dismount all of my instruments all of a sudden out of no reason during my production process. Then, to fix this issue, I had to manually repair the location of each libraries inside the NA app, which spent me almost 2 hours to do so. After this, when I thought everything should be back on track, the NA app showed there are 24 libraries need to be updated, so I start updating those. However, the update process took WHOLE DAY, and yet still stucking at the first library, Fables. The screenshot I attached below is the exactly page I am staring at after 7 hours it started.

At this point, I am trying to seek help from the customer/product support, but you know what, the genius AI bot kept looping the questions. I had to answer those meaningless questions over and over and over again. Finally, when it got to the last step, connecting me to an agent, the bot just disconnected me immediately. Emails I sent out, no response, and there is no phone support from this company anymore. So, can somebody tell me what to do next? Should I just quit using native products to keep myself from this frustrating experience?

I can't believe after more than 10 years using native products and kontakt, I will be so disappointed and furious.

Screenshot 2025-04-07 at 18.52.58.png
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Best Answer

  • Mert_NI
    Mert_NI Customer Care Posts: 855 mod
    Answer ✓
    https://community.native-instruments.com/discussion/44245/native-access-constantly-crashing-and-failing-no-support-at-all

    Hello ShinHe, first of all we are sincerely sorry about the experience and the frustration.

    We are currently developing a new AI chat bot which can help our customers and the customer care team to solve the issues easier and faster at the moment. As this is the first week of the new AI chatbot, these kind of issues can happen, so thank you for letting us know about this issue and I will be sure that I share this post to our team to optimize and make our chatbot better.

    According to the installation issues on updating products, and if you are using Windows operating system, here is the Knowledge Base Article that can help you with this subject:

    Fixing Software Update Installation Issues (Windows)

    If you are using macOS, please let us know so we can help you further to solve that.

    According to the installation is slow issue:

    My Native Access Downloads Are Taking Too Long

    And these should help you with this subject.

    Also, I checked your requests and it seems like there are some tickets created by the chatbot which our team asked you few more additional informations for these requests, so please check your emails and you can directly answer those, in case you may need the further support so our team can help you further to solve that as soon as possible.

    I hope this helps☺️

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