Maschine Plus won't Register

So I've been emailing a person named Martin in customer suppert for three weeks and he hasn't given me a single working solution to fixing my Maschine Plus whcih win't register eventhough I have the harware license in my account. He even seems totally unknolwdgeable about what the Maschine Plus is and how it works. why dies this company have people in customer service that don't know how their own products work? and why doesn't this company know how to fix their own product that costs the most?

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mykejb

Do you get any errors on the screen when you try to register, if so what do the messages say?

dequan15

it says "Registration Failed"

mykejb

Well that's unhelpful !!! The message that is, not your reply of course. Are you using WiFi or hardwired Internet via an adaptor? It might be a network issue, although I'd have thought you'd see problems with other stuff if that't the case. Maybe try to register it using a phone hotspot just in case. I'm guessing you've tried a factory reset?

Is the M+ new or did you buy it used?

If none of those work I'll tag in an NI customer support person here so they can take a look.

dequan15

I've actually tried all of these things already. I bought the Maschine Plus used, but I have the license transferred to my account already. I've also tried resetting the Maschine with the system-rest.nut file and the serial-number.net file and none of that worked. this is essentially a problem with the NI server because it won't allow my M+ to connect and register successfully; but no one has been able to give me a real solution up to this point.

dequan15

*serial-number.nut

dequan15

*serial-number.nut

PoorFellow

So I've been emailing a person named Martin in customer suppert for three weeks and he hasn't given me a single working solution to fixing my Maschine Plus whcih win't register eventhough I have the harware license in my account. He even seems totally unknolwdgeable about what the Maschine Plus is and how it works. why dies this company have people in customer service that don't know how their own products work? and why doesn't this company know how to fix their own product that costs the most?

@Jeremy_NI , this appear to need an expert….

mykejb

Yeah sounds like you need more help there - I see PF has already jumped in and tagged Jeremy so hopefully he'll be able to help.

Jeremy_NI

@dequan15 Your case seems to be more complicated than usual. SInce my colleague Martin is out of office, another more experienced colleague has taken over, he replied to you a few minutes ago, please try the steps he recommended and let him know the results. I'll follow up your case.

dequan15

all right, thank you. i just replied ti him

dequan15

my issue still hasn't been rosolved at this point. im trying to figure our why native instruments hasn't offered ne a replacement since they clearly can't solve my problem with their product. they're just choosing not to respond or are responding with unhelpful questions like "are you sure its etc. etc.?"

dequan15

im 90+ emails into this with over 5 diffrent representatives and a month of going back and forth. this is getting rediculous at this point.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/243536#Comment_243536

Your frustration is understandable. This has gone for too long. We want to make sure it's a hardware default so you don't get a replacement and stll get the same issue. My colleagues will get back to you soon with the next steps.

dequan15

im still being asked questions that don't make much sense instead of actually being helped at this time.

dequan15

Shout out to Pedro and NI for helping me figure this out!!

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