Maschine 3 hardware not found on native access with serial number

Lyl

Hello,

I just bought a new maschine mk3. I installed native access and follow the tutorial.

The problem is that i had the serial number, it's successfully registered to both website and native app, BUT there is nothing in the library. So i can't download the maschine 3 hardware and launch the instrument..

Maybe some of you had the same issue and know how to fix it.

Thanks

PoorFellow

https://community.native-instruments.com/discussion/45617/maschine-3-hardware-not-found-on-native-access-with-serial-number

Be sure to be using latest version of Native Access for your OS else try resetting the Native Access XML file , look at section 8here : My Product is Missing in Native Access .

Then install Maschine software if/when available in Native Access.

Lyl

Hello,

I've done what is in the section. And i'm running the lastest version of native access, i also check for my OS and my Windows 11 is uptated and compatible with the producs.

It still doesn't work :/

PoorFellow

https://community.native-instruments.com/discussion/comment/229081#Comment_229081

I just bought a new maschine mk3. I installed native access and follow the tutorial.

The problem is that i had the serial number, it's successfully registered to both website and native app

Please clarify , you write "the serial number, it's successfully registered to both website and native app" , by this you mean that you can see the hardware serial on the MY PRODUCTS, SERIALS, AND DOWNLOADS page ? But can you also see the missing Maschine (?) software on the MY PRODUCTS, SERIALS, AND DOWNLOADS page ?

Also make sure that you are logged into the same correct account in Native Access.

So i can't download the maschine 3 hardware and launch the instrument..

Otherwise then you can not download hardware only software so please clarify .

.

Else if the software is missing from the MY PRODUCTS, SERIALS, AND DOWNLOADS page then you have to contact N.I. Support (all)

In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

.

Lyl

I can see "MASCHINE MK3 R2 HW" in my registered product on the website.

And here a photo of what happens on Native access :

And here the refreshed library where there is still no Maschine 3 :

And yes, the email adress and so account, are the same.

Lyl

Here an other topic that may be useful :

https://community.native-instruments.com/discussion/comment/228944#Comment_228944

PoorFellow

https://community.native-instruments.com/discussion/comment/229087#Comment_229087

Thank you . Yes , I see how what you refer to can be confusing even if you refer correct , my apology if I misunderstood anything.

But if I understand the above correctly then the message shown above is the message that you get when registering the hardware serial , am I correct about that ? Reason for asking this is that if it is the hardware serial that you have put in and get the above massage then what should have been added to your account is the Maschine (X) software for HW. E.g. then when I registered my S-Series keyboard then I got "KOMPLETE 14 SELECT for S-SERIES".

So what you need to do is to discern between the hardware registration and the software registration.

(Please do not post serials or pictures of serials here)

If you check the MY PRODUCTS, SERIALS, AND DOWNLOADS page then you should be able to see the hardware registered with the hardware serial. But for the software to be able to appear in Native Access then the software first had to be properly added to your account. That is what should have happened when you registered the hardware serial , so you need to check if there is also any Maschine software registered to your account on the MY PRODUCTS, SERIALS, AND DOWNLOADS page . If the software is not added to account then it will not appear in N.A..

So please find out if the software is on your MY PRODUCTS, SERIALS, AND DOWNLOADS page

From time to time it has happened that the automatic adding of software either have been delayed or 'glitched' so that it was not added at all even if it should have been. And if you did not automatically get the software added to your account then only N.I.Support (all) can help.

.

PoorFellow

This is the 'useful comment' - which in the end actually only says to contact support if the software is missing from your account.

Lyl

"But if I understand the above correctly then the message shown above is the message that you get when registering the hardware serial , am I correct about that ?" = yes you are correct :)

And yes the software is on MY PRODUCTS, SERIALS, AND DOWNLOADS page.

I'm waiting for an anwser of the support with my ticket. I just don't know where there are going to answer ahah. I suppose on my webmail.

Just hoping the problem can be solved.

Thanks you for your time PoorFellow.