Unable to Install Upgrade to Cremona Quartet Bundle

Hello everyone.

I'm new here and hoping to get some assistance. I know this generally happens the other way around, but I purchased the Cremona Quartet Ensemble from Sweetwater a couple of weeks ago and got everything working fine (well, with some bugs, but that's a separate issue). I then realized I actually needed the full solo instruments for a project I was working on, and therefore purchased the upgrade to the full Cremona Quartet Bundle directly from Native Instruments (not through Sweetwater). That was 12 days ago, and I have been unable to install the solo instruments since then.

I've reached out to support, but they don't respond often and have been unable to help so far. It's extremely frustrating not to be able to reach out by phone or some other method. I absolutely understand they are busy, but it has been a very frustrating experience. Honestly, I would be willing to wait on hold for hours just to talk to a real person and fix this.

I can see the solo instruments in Native Access, but it just says "Add Product". If I click that it wants me to point it to where they are installed, but obviously that doesn't work because they aren't installed lol.

I've reinstalled Native Access to make sure I have the latest version.

Support told me to download the ISO files, but the page they directed me to doesn't show the Cremona Quartet available as a download. I've told support this multiple times, but they seem to be ignoring it.

The Cremona Quartet is listed in my account as registered.

Support suggested I reset the .xml file for Native Access. I did that, but no change.

Support also requested a Support File early on, which I provided.

Has anyone been in this same boat? Any suggestions would be greatly appreciated.

Thanks!

Meb

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Vocalpoint

Have you gone here:

Native Instruments | My Account

To see what's available?

Would help to see a screencap from your Native Access - showing everything to do with Cremona…

And what did you mean by

"Cremona Quartet Ensemble from Sweetwater a couple of weeks ago and got everything working fine"

So this is/was installed and is all good?

Mebmoon

Hi VP, thanks for responding! I've attached a screenshot of what 3 of the solo instruments look like in NA. The screenshot doesn't include one of the violins.

As far as what I meant by "Cremona Quartet Ensemble from Sweetwater a couple of weeks ago and got everything working fine"… Yes, I purchased the Cremona Ensemble part (where you play the entire quartet as one instrument) from Sweetwater first and installed it by entering the serial number using Native Access and had no issues. But, then I purchased the upgrade to the entire Cremona bundle (this wasn't available from SW, so I purchased directly from Native Instruments) and haven't been able to install the rest of the bundle. That was 12 days ago.

And yes, support provided that same link to the product downloads page in my account. But, none of the Cremona stuff shows up there. I've told support this multiple times and they keep ignoring it.

However, when I go to my registered products in my Native Instruments account, the Cremona stuff IS listed there. But, of course, I can't download from there.

Thanks again!

Vocalpoint

https://community.native-instruments.com/discussion/comment/253433#Comment_253433

What is available in the “3 dots” menu beside “Add Product” in each of those tiles?

Any option to redownload?

Mebmoon

Hi VP. Thanks again for responding. Unfortunately, the only thing available in the "3 dots" menu is Release Notes, which is empty. I can't find a way to download the instruments.

It's pretty frustrating.

Thanks again for trying to help.

Meb

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