Maschine 3 soft ware acitvation not possible on all computers - NI not reachable

I assume NI has massive problems. I cannot reach anybody. Support seams to be dead (read negative reviews on internet).

I paid for Maschine 3 software and it appears als "demo" in Native Access. Activation via Maschine 3 software ist not possible. I run the newest softwares on PC and Mac (M2)…same problem and no help from NI.

Second: They push updates of new releases on your NA installations which do not work with your current Kontakt or Reactor player. So they force you to update. That´s criminal. Please spread this infos to other users!

I think this was my last update and looking for better companies…

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PoorFellow

https://community.native-instruments.com/discussion/47815/maschine-3-soft-ware-acitvation-not-possible-on-all-computers-ni-not-reachable

I assume NI has massive problems. I cannot reach anybody. Support seams to be dead (read negative reviews on internet).

Typically people that make claims like yours try to write to not-working or non-existent email addresses or try to call not working phone numbers they found on the internet.

There is no phone support and you can not initiate support by writing an email address. For initiating support then you need to use the support web interface.

Start a new chat. (making sure you are logged in)
If you use an adblocker make sure it's deactivated for the N.I. website.
Try with a different browser
Try private/incognito mode on your internet browser.

If you are stuck in a loop with the chat bot or having trouble logging in then please visit this page : Account Login & Password Support! [WIZARD]

Please 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

I paid for Maschine 3 software and it appears als "demo" in Native Access. Activation via Maschine 3 software ist not possible. I run the newest softwares on PC and Mac (M2)…same problem and no help from NI.

Some times people are logged into the wrong account and other times there order has been stuck. In some cases they need to try the following Trouble shooter : My Products Are Showing As DEMO in Native Access, especially '2. Your activation fails because of corrupted or missing activation tokens' and '3. You have corrupted XML files' (delete both NA XML and product XML) then restart computer and log in again to see if that helps

Second: They push updates of new releases on your NA installations which do not work with your current Kontakt or Reactor player. So they force you to update. That´s criminal. Please spread this infos to other users!

You can either downgrade these updates by uninstalling the update and then reinstalling product using a download from the Account downloads page.

If product is e.g. a licensed N.I. Kontakt library then you can use the free Kontakt Player to use affected products .

@Jeremy_NI , a follow up from you might be needed here !

xtom

The phone numbers in the invoice no-reply confirmation are dead-lines. These are the same as on the internet. Your link leads to the same support site (which I hate now) with a stupid ai chatbot who nerves and opens a ticket after countless stupid questions. I did not get any answers to my ticket. This is the new reality. Buy our products but don´t expect help. Years ago you could have a call with a real person from NI and not a bulgarian or asian support center employee…

I don´t have corrupted XML files…when NI made this and the should have a solution for there software problems. I don´t want to edit my registry to install a simple update!!!

xtom

The error occurred on both the PC and the Mac... and no, it wasn't the wrong email account. I only have one account and no others.

xtom

NI should check their license servers…

PoorFellow

https://community.native-instruments.com/discussion/comment/241353#Comment_241353

The phone numbers in the invoice no-reply confirmation are dead-lines. These are the same as on the internet.

There are no end-user support via phone…

Your link leads to the same support site (which I hate now) with a stupid ai chatbot who nerves and opens a ticket after countless stupid questions.

Yes, some people have problems with the chat bot , but the web-interface is the only way of initiating support.. If you are stuck in a loop with the chat bot or having trouble logging in then please visit this page : Account Login & Password Support! [WIZARD]

I did not get any answers to my ticket. This is the new reality. Buy our products but don´t expect help.

The reason for why you did not receive a response could be more including N.I. emails rejected by your ISP or you not properly opening ticket. In any case I have called for N.I. forum Customer Care.

Years ago you could have a call with a real person from NI and not a bulgarian or asian support center employee…

N.I. do not offer support initiated by email or by phone , nor Bulgarian or 'Asian' either. You need to use the the support web interface. As for handling support requests then I do not know the nationality of the support crew.

I don´t have corrupted XML files…when NI made this and the should have a solution for there software problems. I don´t want to edit my registry to install a simple update!!!

N.I. will help you fix the problem. Please approach N.I. Support politely using the support web interface and they will assist you.

Jeremy_NI

@xtom Sorry to hear you are having issues with our products. I see that you have submitted requests to support on Monday. We have a lot of requests at the moment but my colleages should get back to you very soon.

I quickly checked your account and I see what might be the issue here. You have bought a Maschine 3 update but I can't see a Maschine 2 software license on your account or even a Maschine hardware. For the Maschine 3 update to be valid you need to have a Maschine 2 software license. You mention owning a Maschine MK3 but it is not registered to your account. You can check in your account yourself. Maybe you registered it to a different account, attached to another email address?

I see you have been a long term customer and there have been a few changes over time in regards to support. We don't offer support on the phone and the entry door is through a chatbot. Then either an agent joins the chat or your request is turned into an email request, which is what happened in your case since no agent was available in the chat at that time. As mentioned before, my colleagues will get back to you.

And about the supposedly pushing for updates. I'm not sure what you mean. NI Kontakt libraries only need the free player version of Kontakt, so you don't need to buy anything at all to make your libraries work. There wasn't a new version of Reaktor since 2015, that was Reaktor 6, 10 years ago.

I understand the frustration and the confusion caused by all these changes over time but support is pretty much alive, it's still being handled in Berlin or Boston.

xtom

Hello Jermey,

Thank you for your time and feedback. I apologize, I am very busy at the moment... so just a quick reply. Machine 2.0 with MK3 (new last year) is still registered under the same email account and is functioning. Since everything is now registered through NA, I have no control over it.
Machine 2.0 with MK3 (new last year) is still registered under the same email account and is working. The serial number section on my account is not available anyway….looks like big troubles at NI…the internet is full with bad reviews…

Best regards
Thomas

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Jeremy_NI

https://community.native-instruments.com/discussion/comment/241369#Comment_241369

Hey Tomas, I have checked your account and there is no trace of a Maschine MK3. I would suggest that you find the serial for this product on your account or emails or a photo found of the serial found on the device itself and send it to my colleagues (in request 4634252).

Yes, serial were removed from there for security reasons, you can find the serials in the license transfer section, you can read about it here:

https://community.native-instruments.com/discussion/47498/my-products-serials-and-downloads-page-on-the-ni-website-does-not-show-my-serial-numbers-anymore

xtom

Thanks but where should I send it? To the no-reply e-mail? ;)
REgars

xtom

"Regards" sorry…

xtom

@Jeremy_NI ,

Hi Jeremy,
I got an email from your team and answered with my serial nr. attached.

I hope this will clear the problem soon. Many thanks for help! Appreciated.

Best regards
Thomas

P.S. Since I have a Komplete Ultimate version and don't want to install any limited free Kontakt or Reaktor players. A warning in NA about these unwanted updates would be the least Native Instruments should communicate to its customers. This aggressive sales tactic is more likely to discourage me from buying from you in the future.

xtom

no…adding my serial did not work. I registered my machine 2 software but that did not help as well…:(
There are more noch registered products and I think this is the reason why I get warnings when I try to open specific sounds.

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