Can't login to Native instruments or Izotope. Support chat in feedback loop

Steve Wilson

Cannot login, says something went wrong when attempting to login.

Tried support chat but just keeps feeding back something went wrong after I ask it to escalate.

All I'm trying to do is update my Izotope products.

Tried the NI support site and crashed saying high traffic

Any help greatly appreciated

Cheers

Steve

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Accepted answers

Jeremy_NI

Hey everyone, the issue is now resolved. The chatbot is operative again, thanks to your reports.

All comments

B.Minor

Exactly!

After having answered the chatbot's questions multiple times today, it always claims that it will send the request accordingly to the support team, but then gets stuck in a loop. It keeps on asking the same question again if the request should be forwarded or not, instead of doing it actually when YES is selected.

What's wrong there at NI? Aren't there actually humans available to communicate with their customers and to solve problems? Even after uninstalling and installing NA2 and NTKDaemon, I still can't log into NA2 in order to manage and update my products; and no, I have no ativate VPN connections or whatsoever running currently, only a SecureDNS setup which I also deactivated for test purposes.

Please NI support, could somebody please contact me if it's not possible to contact you in the first place?

B.Minor

Update:
A possible (but not really serious) solution for all of you who are also struggling with this reported problem:

Before launching NA2, deactivate your firewall completely until NA2 has opened up and the rotating icon appears, then activate the firewall again. After this action, NA2 will keep on working normally, even after several PC reboots and application launches.

@NI:
Could you please be more transparent on which firewall requirements need to be fulfilled in order to let your applications work correctly? To my knowledge I have not set up any single firewall rule that would prevent NA2 or NTKDaemon from working correctly. I never had similar problems with such situations in the past - until today. Could you please clarify and put the related information in your FAQs in order to avoid such inconveniences in the future? Thanks a lot in advance!

PoorFellow

@Jeremy_NI , sounds as if your assistance and insight is required for Steve Wilson and B.Minor (N.A. requirements communication)

Jeremy_NI

@Steve Wilson @B.Minor

The chatbot is only an entry door. It would seem it's a technical glitch.

Tried the NI support site and crashed saying high traffic

After having answered the chatbot's questions multiple times today, it always claims that it will send the request accordingly to the support team, but then gets stuck in a loop

Can you post screenshots of any error messages or the loop you mention? This would help us figuring out what's going wrong and fix it as fast as possible.

Jeremy_NI

@Steve Wilson If you have issues logging in, there is a link to the login/password typeform, have you tried it already? Here's a link in case you need it: Account Login & Password Support

Jeremy_NI

I can reproduce the issue, there seems to be something wrong with the chatbot. I've already escalated the issue to the responsible team, please stand by.

Jeremy_NI

Hey everyone, the issue is now resolved. The chatbot is operative again, thanks to your reports.

Steve Wilson

@Jeremy_NI Thanks for your messages. I'll wait to hear back on this thread, let know if you still need screenshots

Jeremy_NI

https://community.native-instruments.com/discussion/comment/241401#Comment_241401

Issue is now fixed, I double checked, now you should be able to submit a request.

Steve Wilson

I submitted a request, took 36 hours to get an email from support to tell me to do what the chatbot said. Not great support I must say.

Account still locked and sent support a screenshot of the error message.

I long for the days of human contact and excellent service…

B.Minor

@Jeremy_NI

Unfortunately, I also have to get back to this thread, as the same issue returned today. When starting NA2, it suddenly asks me (again and again - in a loop) to log in. Even if I comply several times, NA2 doesn't proceed and I cannot enter the application at all. That's really annoying!

It just worked well a few days ago, at least after the workaround I posted above which had to be done once only. But even if shutting the down the firewall down again - and if it's only for a few seconds until NA2 may have a chance to launch, now it won't even load up the products anymore. It's stuck at the "Loading Products" level. And ven if my firewalls are turned on, I'd like to point out again that there are no firewall rules set up at all which could prevent Native instruments and its services to run properly, so what is going on?

@Jeremy_NI:

Therefore, I'd like to ask again (see above), which security measures finally apply for all of your NA products and background services. Are Private or SecureDNS servers not supported in general by NA2? Could you be verys specific on what conditions need to be met in order to use your Native Instrument products in order to be run by users who cope up with today's security standards? Please advise!

Thanks!

B.Minor

Update: After a few repetitions of the method described above, the login was finally accepted again by NI. However, still no product was updated. Attempts were only "queued", but an actual update never took place. In the end a message was always popping up, pointing out that the "download failed". After a dozends of renewed attempts from my side to get NI finally download my owned products again, by constantly staying resistant against all these unneccessary stumblestones an NI user obviously must face today, I finally managed that the download started and also completed. Phew!

Sorry, but this can't be the user experience which NI expects their customerts to accept just like that. Really, that's not what I'd call a professional service. Therefore, please fix your NA2 services so that they don't interfere with common security measures, and that they are not acting like unpredictable timebombs, never knowing when they might go off and when they will do no harm. After all, it's not funny if you have time-critical milestones to fulfill and NA2 is constantly doing its own thing. Sometimes it seems to the outside world that the NA2 behavior is depending on weather conditions. Thanks for investigating.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/241672#Comment_241672

Hey Steve, you're in contact with a human being, there is an ongoing issue with Izotope portal, my colleagues are on it, thanks for your patience on this.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/241799#Comment_241799

If you experience these issues again or have regular issues with Native Access, please get in touch with our support. OP is having issues with Izo"s Product Portal. You seem to have difficulties not only with logging in but also installing products in Native Access. Here is where to get in touch: https://bit.ly/NI_Support_All

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