Hi everyone, I’m hoping for some advice here, as I’m currently stuck and official support hasn’t helped so far. I bought a new PC and am experiencing troubles getting Kontakt 8 to run properly. The issue is NOT library-related. Kontakt 8 itself cannot be activated. What’s happening: * Kontakt Player does not appear in Native Access * Kontakt 8 does appear, but only runs in Demo Mode * When entering the Kontakt 8 serial in Native Access, I get an error saying a “base product is missing” * Purchase details: * Kontakt 8 was bought directly from the NI webshop * It was a crossgrade * The base product was a Heavyocity library * I own and have activated this library; it appears correctly in my NI account and Native Access * I have only one NI account, no license transfer, no second-hand purchase Additional info: * Kontakt 8 worked perfectly on my old computer * The issue started after setting up a new computer * Reinstalling Native Access and Kontakt 8, and following all demo/activation guides, did not help I suspect the problem is related to the crossgrade base product not being recognized correctly. I’ve also read that the “base product” might refer to Kontakt Player, which is currently missing in Native Access on my system. If anyone has encountered this issue or knows what the “base product missing” error means in a Kontakt 8 crossgrade situation, I’d really appreciate your input. Thanks a lot!

Kontakt 8 stuck in Demo Mode – “base product missing”

Hi everyone,

I’m hoping for some advice here, as I’m currently stuck and official support hasn’t helped so far.

I bought a new PC and am experiencing troubles getting Kontakt 8 to run properly. The issue is NOT library-related. Kontakt 8 itself cannot be activated.

What’s happening:

Kontakt Player does not appear in Native Access
Kontakt 8 does appear, but only runs in Demo Mode
When entering the Kontakt 8 serial in Native Access, I get an error saying a “base product is missing”

Purchase details:

Kontakt 8 was bought directly from the NI webshop
It was a crossgrade
The base product was a Heavyocity library
I own and have activated this library; it appears correctly in my NI account and Native Access
I have only one NI account, no license transfer, no second-hand purchase

Additional info:

Kontakt 8 worked perfectly on my old computer
The issue started after setting up a new computer
Reinstalling Native Access and Kontakt 8, and following all demo/activation guides, did not help

I suspect the problem is related to the crossgrade base product not being recognized correctly. I’ve also read that the “base product” might refer to Kontakt Player, which is currently missing in Native Access on my system.

If anyone has encountered this issue or knows what the “base product missing” error means in a Kontakt 8 crossgrade situation, I’d really appreciate your input.

Thanks a lot!

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GeezyGee

Almost forgot - here are some screenshot for better understanding.

Vocalpoint

What Heavyocity library did you use as a "base" product. Have never heard of that before.

Whatever it is - you need to check it's status in your NI online account and see of this package exists under the "registered" area.

And there is this:

Go here for more…

Samplers : Kontakt 8 : Crossgrade Offer | Komplete

GeezyGee

Hi and thanks for the response.

I cross-graded using one of the free Foundations libraries by Heavyocity. I think it was Emotive Choir, but I'm not sure.

I checked my licences, as you suggested, and the whole Foundations series is registered to my account.

However, under unregistered products, I also found this entry which suggests that there is no product which would qualify for a crossgrade.

I also checked the list of the qualifying products and the Foundations series is indeed no longer on it. But it WAS when I purchased Kontakt 8 last year. I was able to buy it without any problems and to use it up until I got a new PC.

PoorFellow

https://community.native-instruments.com/discussion/comment/251315#Comment_251315

I cross-graded using one of the free Foundations libraries by Heavyocity. I think it was Emotive Choir, but I'm not sure.

I am rather sure that the free Foundations library Emotive Choir by Heavyocity does not qualify

Check out the page : What exactly is a Crossgrade / Update / Upgrade and how do I qualify?

It says , Quote : Owners of an official third-party Kontakt library can purchase the discounted 'Crossgrade to Kontakt 8'.

And I think that what NI means with "official third-party Kontakt library" would be an officially licensed library… (I do agree though that the NI form of expressing could be more clear)

Vocalpoint

"I am rather sure that the free Foundations library Emotive Choir by Heavyocity does not qualify"

These products have never qualified - or everyone in the world would be nailing a crossgrade from a free product offering. Not sure how the OP made that connection.

And then this makes no sense:

"But it WAS when I purchased Kontakt 8 last year"

If the OP "purchased" Kontakt 8 last year - what is going on in this thread?

K8 should already be registered to his NI account and he should simply be able to install normally

But now that the product appears (correctly) under Unregistered - we now have an answer.

However - this does not address the scenario - if the OP bought K8 last year - why is it still "Unregistered". There are a few things that do not add up here.

Options: OP can either hit up NI for a refund (if that is even possible) OR suss out a product from NI (Or a third party) that does in fact qualify as a base product.

GeezyGee

"These products have never qualified - or everyone in the world would be nailing a crossgrade from a free product offering. Not sure how the OP made that connection."

If this is true, then how was I able to use a crossgrade-code from that library which I entered while buying Kontakt last year to get a discount and was able to use it right away with no issues whatsoever?

Vocalpoint

"If this is true, then how was I able to use a crossgrade-code from that library which I entered while buying Kontakt last year to get a discount and was able to use it right away with no issues whatsoever?"

Not sure how (or what) you used to get a crossgrade code last year - but it wasn't from Foundations - that is for certain

The better question is - if you actually bought K8 - last year - shouldn't K8 already be fully registered to your account following "last years" purchase?

Did you sell any of your Kontakt products in the last year?

Are you certain this NI account - is your only account?

PoorFellow

https://community.native-instruments.com/discussion/comment/251321#Comment_251321

Kontakt 8 worked perfectly on my old computer
The issue started after setting up a new computer
Reinstalling Native Access and Kontakt 8, and following all demo/activation guides, did not help

If this is true, then how was I able to use a crossgrade-code from that library which I entered while buying Kontakt last year to get a discount and was able to use it right away with no issues whatsoever?

I’m hoping for some advice here, as I’m currently stuck and official support hasn’t helped so far.

Sorry , but I think that only N.I. Support (all) can sort this one out !

So what do you mean "official support hasn’t helped so far" ?

Did you make a ticket ? If so then when ? There is a sale going on so response is delayed…

In case that you need guidance contacting support : Howto contact NI Support.

GeezyGee

https://community.native-instruments.com/discussion/comment/251322#Comment_251322

Again. I bought Kontakt 8 last year (on November, 30, to be exact).

To get it cheaper I used a crossgrade code from Heavyocity Foundations Emotive Choir. Here's a random screenshot I found on reddit just now proving that I am not the only one who is delusional enough to believe that it used to work. So can we close THIS topic, please?

I installed Kontakt on my computer and it worked just fine.

Now I got a new computer and it doesn't work just fine. I am able to install it via Native Access but whe I start it I'm prompted to type in my serial number. When I do so I get the message that the base product is missing.

I'm not trying to crossgrade it again. I'm trying to get it to work like it used to.

Vocalpoint

https://community.native-instruments.com/discussion/comment/251327#Comment_251327

Agree with @PoorFellow - you need to take this to NI Sales Support and have them sort it out.

Couple things:

Have never heard of a free Foundations product being the basis for a Kontakt crossgrade. AND if it was - you should be able to rock on here with no hassles.
Also have never heard of any NI product being successfully purchased in the distant past (Last November) - by any means (even if your Foundations scenario is solid) - and then see the product relapse to an "Unregistered" position within a NI account.

Once a product is purchased and registered - you should be able to install it with no checks, balances or anything - at any point in the future.

My NI account is littered with crossgrades, updates etc dating back to 2002 - if I had to watch Native Access check me on every "base" product for every item I own - I would be here for weeks getting sorted.

There is something else up here - especially if you are certain K8 was purchased successfully last Nov - and I am assuming by "last" you mean - 2024.

GeezyGee

"Have never heard of a free Foundations product being the basis for a Kontakt crossgrade. AND if it was - you should be able to rock on here with no hassles."

Yes, it should. But it doesn't.

"Once a product is purchased and registered - you should be able to install it with no checks, balances or anything - at any point in the future. "

Yes, I should. But I don't.

"There is something else up here - especially if you are certain K8 was purchased successfully last Nov - and I am assuming by "last" you mean - 2024."

No, I'n not certain, it was purchased successfully last November. That's why I attached the screenshot of the purchase entry in my NI account in my last post. I must've dreamt using it for a year. Silly me.

I tried contacting the NI support, as I said in my initial post. Three times to be exact. All I get back are instructions how to plug-unplug my PC, so to speak.

Vocalpoint

"No, I'n not certain, it was purchased successfully last November. That's why I attached the screenshot of the purchase entry in my NI account in my last post. I must've dreamt using it for a year. Silly me."

Well it's clear to me you bought this in 2024.

But if you cannot confirm ever using it in the last full year - I am very confused with this post.

And one more thing - now that I think of it - the NI Shop will let you buy ANYTHING - whether you qualify or not - as long as you pay for it.

Could this be a case of purchasing the crossgrade - but actually not ever having the base product at all?

PoorFellow

https://community.native-instruments.com/discussion/comment/251337#Comment_251337

I tried contacting the NI support, as I said in my initial post. Three times to be exact. All I get back are instructions how to plug-unplug my PC, so to speak.

Please open a ticket if you have not done so already : Please contact N.I. Support (all)

If you have already opened a ticket then please notice that NI have sent AI responses due to the sale but unless that it says that you need to response for the ticket to be processed then it will be processed. Anyway , if you got a ticket response then you are free to send a polite update to say that you still need support. Please do not open more than one ticket as that will only cause confusion and more delays…

GeezyGee

https://community.native-instruments.com/discussion/comment/251345#Comment_251345

That was sarcasm. I bought K8 on November 30, 2024, as I already mentioned.

For me, the problem definitely seems to be Emotive Choir. It was eligible for a crossgrade at the time, and now it is no longer eligible. This wasn’t an issue at all when I was using K8 on my old computer. But now, after moving to a new computer, Native Access is acting up because it can no longer resolve the dependencies.

GeezyGee

https://community.native-instruments.com/discussion/comment/251346#Comment_251346

I have already created a support ticket on Sunday, but so far I am only getting replies from the AI. No real human has looked at it for days. That’s why I wanted to ask here in the forum whether anyone is familiar with this problem and might be able to respond faster than support.

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