Where is the installer of "Velvet Guitars" on NI servers?

Hello :)

So I bought earlier today on NKS store the bundle upgrade to get Velvet Guitars (since I already own Desolate Guitars) and… Native Access is asking me, for this product, to add the folder instead of downloading it. Meaning the installer isn't on NI servers.

I asked e-instruments themselves but they told me it would be up to NI to fix the issue.

"The entire installation is done via Native Access. They provide the download and the installation via Native Access, not us.
My suggestions are aimed at solving the issue on your end.
If you tried my suggestions and none of them worked, I am afraid, you will need to request a separate download link from NI support."

Would it be possible to put the installer up so Native Access can freely download it for this product? Thankies!

(And still impossible to make a support ticket, it doesn't load :( Hence the post)

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Accepted answers

Jeremy_NI

Hey everyone, issue is now fixed. Please refresh Native Access and you should be able to install the library directly from Native Access.

All comments

mykejb

Check and see if there's a link in your account here - https://www.native-instruments.com/en/account/downloads/

If not you'll need help from support. @Jeremy_NI can probably help if you can't raise a ticket.

Tokina8937

I looked at it before your answer, but sadly, it's not listed, so it's definitively not on the servers :(

DunedinDragon

I'm not sure what problem you're having here. I purchased and downloaded my copy this morning and it all worked fine. Did you receive the final email notice from NI that your purchase was ready for download along with the instructions for what to do? Once I received that notice I opened up my Native Access and it was listed there with the "Install" button, pressed that and all went well.

Tokina8937

Yes, I have all emails. And normally this library should be downloaded via Native Access. Since even the manufacturer confirmed it.

Rebooted Native Access again and still the same button… It's weird you managed to get the download link oO

Vocalpoint

Agreed with @DunedinDragon

If you did not get 4 (and exactly 4 emails) in a 9 minute span after purchase on the NI Shop - your order is not complete.

I purchased Desolate Guitars during the Cyber Season activity and from the time I hit the Buy button in the NI shop to opening the product in Komplete Kontrol - was no more than 15 minutes tops.

AND - you will never see installers for any product instantly in your downloads area until that product has been successfully installed and authorized.

There is something else going on over there. Like possibly…

What OS are you running? What version of Kontakt?

I am guessing that this ultra current version of an "e-instruments" product - WILL require a very current version of Kontakt 8.

One more thing - "Add Product" - usually really means add Serial. What happens if you click Add Product?

mykejb

"Add Product" usually means "point me to the installed library" rather than add a serial number. At least that's what all mine do, usually because they're older NI products or because NI are handling the licencing but not hosting the product downloads.

PoorFellow

https://community.native-instruments.com/discussion/49702/where-is-the-installer-of-velvet-guitars-on-ni-servers

And still impossible to make a support ticket, it doesn't load :( Hence the post

You can submit a direct request with this link

If the link above does not work then since functionality or lack of same then probably is a browser issue then also try another browser with no extensions and all cookies accepted (my suggestions for alternative browsers would be e.g. Firefox, Chrome, Vivaldi browser and Opera browser , depending on what you do not usually use)

The suggested browsers are what I expect will work if having never been installed before on the computer and then used as is with no extensions and all cookies accepted.

Tokina8937

"What OS are you running? What version of Kontakt?": Windows 11 25H2, Kontakt 8.8.0. (But tbh I don't think the Kontakt ver will help that much)

"What happens if you click Add Product": It prompts me to give it the folder where it's installed. Like for libraries I have that aren't hosted on the NI servers.

The thing is that I can't enter any serial because when you go in your list of products, previously, you had the serials but NI decided to stop displaying them, instead binding them directly to your account (and so, to Native Access).

And I confirm again, yes, the 4 emails are in my inbox. The one with the thanks, the one with the details for the download and the two with the invoices. Including the later one. Also the product was listed in the list of my products that I had bought and that were considered as activated, so it seems to confirm NI automatically bound the serial to the account and to Native Access.

Tokina8937

(OK got jinxed a bit by PoorFellow ^^') Your link works, thanks, sending a ticket and hoping they do something after the week-end :)

Vocalpoint

https://community.native-instruments.com/discussion/comment/253985#Comment_253985

Right you are. But still shouldn't be an option in this case.

Vocalpoint

"Also the product was listed in the list of my products that I had bought and that were considered as activated, so it seems to confirm NI automatically bound the serial to the account and to Native Access."

Correct. Just is very odd that you are getting "Add Product" at all.

As I noted for Desolate Guitars - it was bing, bang, boom and done. All with an Install button.

Tokina8937

Same, I confirm Desolate Guitars installed correctly when I got it

Anyway, sent a ticket to support (thanks again PoorFellow :) ) and let's hope they look into this. Even in case it would later resolve, maybe it would be interesting to see on their side why I got the "Add Product" in the first place… Because if indeed it was on the NI servers, it would have prompted me just to "Install" normally Velvet Guitars… Not to localize the folder oO

HunDread

I'm having the same problem as you.

Vocalpoint

https://community.native-instruments.com/discussion/comment/254013#Comment_254013

Looks like there is a common issue with that product now.

One for NI to check out here.

Tokina8937

OK yeah it becomes a bit more concerning if it's not only me anymore… :/

If a NI employee goes there, ticket n°4791211. And the ticket has a link to this thread as well if ever :x

So the more we can collect info here, the more they can see different configs for the issue

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