Native Access - Loading Products Error

Halloi,

Q: Translation inserted by Moderator (translation by DeepL)

I know there are already posts about this, but the solutions I have tried have not worked.

My email to support did not receive a support ticket, so I am turning to the community.

——copy

Yesterday, NA2 updated to the latest version, 3.22.0. NA2 was running without any problems before that. After restarting, the software gets stuck on “loading products.”
I have already tried this solution:
https://support.native-instruments.com/hc/de/articles/18832455607069-Native-Access-friert-beim-Starten-bei-Loading-Products-ein?input_string=native+access+-+loading+products+errors

without success. I searched the internet and asked AI. No change. The problem occurred about a year ago. I couldn't solve it then either. After waiting 3-4 months and installing another version, it worked again.

I would now like to buy Absynth6 and activate it, but I can't.
Unless you can show me an alternative way to activate it without NA2.

I still have the installation file for NA1. If activation works with that, please let me know.

If I can't get NA2 to work, I can install the updates via the downloads section, but I can't make any new purchases.
Therefore, I would be grateful for some helpful support.

Note:

I installed all C++ redistributables in the current version v14 from the Microsoft website, as there was a forum post that said ALL of them had to be installed. So that's what happened.

The NTK DAEMON starts, runs for about 30 seconds, and then shuts down. It no longer starts on its own.

The NTK DAEMON is listed as an exception in the Windows firewall, which is turned off. It is also listed in the virus scanner.

I am currently stuck and would appreciate advice and support.
———-It would be helpful if the community could suggest solutions. Thank you.

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ckutschka

@Martiniix_NI

I translate my Post:

Hello,

I know there are already posts about this, but the solutions I've tried haven't worked:

My email to support isn't getting a support ticket:

Therefore, I'm turning to the community:

——copy

Yesterday, NA2 updated to the latest version, 3.22.0. Before that, NA2 ran without any problems. After restarting, the software hangs at "loading products."

I've already tried this solution:
https://support.native-instruments.com/hc/de/articles/18832455607069-Native-Access-friert-beim-Starten-bei-Loading-Products-ein?input_string=native+access+-+loading+products+errors

without success. I've searched the internet and the AI. No change. This problem occurred about a year ago. Back then, I couldn't solve it either. After waiting 3-4 months and installing another version, it worked again.

I'd like to purchase and activate Absynth6, but it's not working.

Unless you can show me an alternative activation method without NA2.

I still have the NA1 installation file. If activation works with that, please let me know.

If I can't get NA2 to work, I can install updates via the Downloads section, but I won't be able to make any new purchases.

Therefore, I would be grateful for any helpful support.

Note:

I installed all the C++ redistributables in the current version v14 from the Microsoft website, as there was a forum post stating that ALL of them had to be installed. So that's done.

The NTK daemon starts, runs for about 30 seconds, and then terminates. It no longer starts on its own.

The NTK daemon is added as an exception in the Windows firewall, which is disabled. It's also in the antivirus scanner.

Note: I installed all the C++ redistributables in the current version v14 from the Microsoft website, as there was a forum post stating that ALL of them had to be installed. I'm currently stuck and would appreciate some advice and support.

— It would be great if the community could offer some solutions – thank you!

ckutschka

I just received an AI response to my support ticket, which concerns Mac issues and a Native Access installation error.

So, they didn't read my text, and it seems no one cares how poorly the AI analyzes. The important thing is to write something, regardless of whether it makes sense.

As a customer who has paid thousands of euros, I expect Native Instruments to take its customers and their problems seriously. I didn't cause the bug. The software has to work. Everything was fine before the update. It isn't now.

PoorFellow

I just received an AI response to my support ticket, which concerns Mac issues and a Native Access installation error.
So, they didn't read my text, and it seems no one cares how poorly the AI analyzes. The important thing is to write something, regardless of whether it makes sense.
As a customer who has paid thousands of euros, I expect Native Instruments to take its customers and their problems seriously. I didn't cause the bug. The software has to work. Everything was fine before the update. It isn't now.

@Jeremy_NI , this appear to need your comment…

ckutschka

I read that NI has a logging tool that collects information in order to potentially provide a fix.

Or perhaps an older version of NA 2—so that it works.

That would be great, and I would be grateful if you could offer me that.

It would be important, if it's a general bug, that the solution is posted here so everyone can benefit.

PoorFellow

https://community.native-instruments.com/discussion/comment/251159#Comment_251159

I still have the NA1 installation file. If activation works with that, please let me know.

No , NA 1 is not supported anymore…

Further more then if you have had NA 1 installed recently then that might give some undesirable hiccups…

As for general NA installing then to see if it helps then please try the following :

Uninstall Native Access

Uninstall NTKDaemon

If there then delete the following :

Delete the Native Access folder from %AppData%\Native Instruments\

Delete the nativeaccess2 folder from %AppData%

Delete the nativeaccess2-update folder from %localappdata%

Delete the Native Access folder from %ProgramFiles%\Native Instruments\

Delete the NTKDaemon folder from %ProgramFiles%\Native Instruments\

Delete the NTK folder from %ProgramFiles%\Common Files\Native Instruments\

Then run the N.I.reg tool and if there then remove Native Access and NTKdaemon

Reboot computer (important)

Then download the latest version of Native Access for your OS and run and install it as an Admin

Jeremy_NI

@ckutschka What you received is just an auto reply sent out at the moment to face the increased number of requests caused by Cyber Season, addressing the most common issues of a given topic. no AI involved, it is written at the end of the email:

"Remember, if your question is not answered or your problem persists, just reply to this email to let us know and we'll follow up as soon as possible."

So please reply to this email with all the information you are giving here and my colleagues will get back to you as soon as possible. There's no need to create several tickets, as it only triggers the same replies and only slows down the process. We consolidated everything in ticket 4752388, so please use this one. If you want to include Native Access's support file, please do, you can create the file here:

There is no general bug reported in Native Access 3.22 so far. My colleagues will get back to you as soon as possible. We do take our customers and their issues seriously.

ckutschka

Okay. I've uninstalled and reinstalled everything several times, including the folders – but I'll try again. Before the disaster, I had the demo version of Absynth 6 installed.

Now I've also tested an older version of NA, 3.12 – and it doesn't work either. The NTK daemon starts, then shuts down again.

I'll try it again now, but I have no hope that it will work.

My suspicion is that Absynth 6 caused a problem in my system, which was running cleanly before, and that this problem persists even after uninstalling AS6.

ckutschka

@Jeremy_NI

Hi,

I've already tried creating a support file, but I can't see where it's saved. Also, when a save window opens, it doesn't work.

ckutschka

@PoorFellow

I followed all the instructions step by step. The result is the same. NA hangs at "loading products."

NTKDaemon terminates after about 10 seconds.

@jeremy_NI

I can't create a support file. Image attached.

ckutschka

@Jeremy_NI

I can't create a support file. Image attached.

PoorFellow

https://community.native-instruments.com/discussion/comment/251181#Comment_251181

Please also try , reboot , then run the NTKDaemon 1.28.0 Setup PC as an Admin , it should be found in C:\Program Files\Native Instruments\Native Access\resources\daemon\win (if it is not there or has a different number then please tell us)

Then try rebooting again , then in TaskManager check the version of the NTKDaemon process (should be 1.28) and check in Services if the NTKDaemon service is actually running :

ckutschka

@Jeremy_NI

Ticket - 4752388 - thank you. there is no response at the moment till now. so i cant answer to the ticket via email.

As i wrote here. i have done all takss form @PoorFellow on my PC. - and i cant create a Support file.

This is the status quo at the moment.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/251186#Comment_251186

You can still answer the ticket. Just reply to it.

ckutschka

@PoorFellow

Thank you . I had instelled the NTKDaeomon installer 1.28 again.

Nothing has changed.

NA2 is still stuck.

NTKDaemon terminates itself in Windows after about 10 seconds.

Again.

I couldn't prevent the update. Everything worked perfectly before.

I tested Absynth6 beforehand—because I wanted to make a purchase, I downloaded NA2 first to see if everything worked.

Unfortunately, it didn't.

It was this bad about 1.5 years ago.

Back then, Native Instruments didn't exactly cover themselves in glory when it came to support.

Then, after a few months—probably due to some NA2 updates—everything worked again.

I've now spent a total of 5 hours troubleshooting, deleting and reinstalling, restarting, etc. Native Instruments isn't paying me for this time. So at least their support team should be making an effort to solve the problem.

I would like to express my sincere and explicit thanks to the community, which is very helpful and friendly.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/251181#Comment_251181

Please try from the left browser inside of Native Access. Once the process is done, it should show you where the file is when it's done.

If it doesn't work, mention it to my colleagues by replying to that Ticket 4752388.

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