How do I actually get tech help with the fact that the newest update is broken on Sequoia?

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fdghjkl
fdghjkl Member Posts: 1 Newcomer
in Native Access

Yes, I tried the NI chat bot. It went in circles and kept telling me something went wrong. I updated Native Access to 3.18 on Sequoia 15.4.0 and now it constantly makes me repair my libraries. I just want to roll it back to a version that actually functions so I can use the "professional" products I paid money for instead of having buggy trash. I feel like "please don't break the core functionality of the product" isn't a lot to ask for, and I think "give me actual tech support instead of a broken AI" is the absolute bare minimum, although Native Instruments has a history of completely failing to deliver even the bare minimum so I don't know why I'm surprised. Terrible company, totally incompetent, can't even provide customer service without me having to go to a forum. Ridiculous.

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

    I see that you were able to get in touch with our support.

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  • Vocalpoint
    Vocalpoint Member Posts: 4,064 Expert
    edited May 14

    "I just want to roll it back to a version that actually functions so I can use the "professional" products I paid money for instead of having buggy trash". 

    Ni is aware of this issue and investigation is underway right now.

    But "rolling back" to a prior version of Native Access is a non-starter. It will last only one run and then be auto-updated to the latest.

    I did read about this temporary workaround this morning on another forum (macOS filepaths ONLY):

    • Copy the folder "/Shared/Native Instruments/installed_products" to the Desktop
    • In the Desktop copy, open each JSON file and add "/Volumes" to the start of the filepath
    • After each computer startup, copy the entire corrected folder of JSON files from Desktop to "/Shared/Native Instruments/installed_products"
    • Start Kontakt / DAW

    Not great - but it's something while the NA team works on a fix.

    VP

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

    @fdghjkl Sorry for these issues.

    Regarding the issue with Native Access 3.18 and the constant need to repair, please check this thread:

    https://community.native-instruments.com/discussion/45069/native-access-3-18-is-constantly-forcing-me-to-relocate-repair-libraries-mac

    We are aware of the issue and it's being investigated. Please get in touch with our support if you can. Which brings me to the second issue, the chatbot. Can you explain what went wrong exactly? I see that you were finally able to contact our support and my colleagues already got back to you. Sorry for this terrible experience.

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

    I see that you were able to get in touch with our support.

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