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Komplete 15 Select for M-Audio not appearing in Native Access library

Denilsonoxy

Hello,

I recently redeemed my free license for Komplete 15 Select Band for M-Audio (Order #18001378064C). I received the order confirmation email, and the product appears in my "My Products and Downloads" web portal under the "Not Registered" section.

However, the products are not appearing in my Native Access 2 library. I have already tried:

Clicking the Refresh button multiple times.
Logging out and logging back into Native Access.
Checking the "Available" tab.

Could you please help me sync this license to my Native Access so I can begin installation?

Thank you,Denilson Carvalho

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PoorFellow

https://community.native-instruments.com/discussion/50816/komplete-15-select-for-m-audio-not-appearing-in-native-access-library

product appears in my "My Products and Downloads" web portal under the "Not Registered" section.

However, the products are not appearing in my Native Access 2 library.

If any of the products from the bundle appear in N.A: then try installing the product and then reboot computer to see if that helped,

Else then if the bundle appears in the not registered on your NI account on the web and it persistently does not appear in your Native Access even after a resetting the Native Access XML file , look at section 8 here : My Product is Missing in Native Access , and you are sure that you are logged into the correct account in N.A. , and a reboot of computer does not help either then you need the help of N.I. Support.

It happens from time to time that there is a screw up where NI Support have to bring third party bundle from the state of appearing on account as 'not registered' into products appearing in the N.A. app. But annoying as it is if that is the case then NI Support can and will fix the problem for you.

If need be then please contact N.I. Support (all)

Also please notice that when you contact NI support then you will receive an AI auto-response and it is important that you answer this response to let NI know that you still need their assistance. This is also valid in general , if you have a support ticket with NI then always respond to their emails as long as that you still need help , else the ticket will close.

PoorFellow

https://community.native-instruments.com/discussion/comment/262231#Comment_262231

My product is currently listed as 'Not Registered' in my online account portal, even though I have already received the Order Confirmation (#REMOVED) and Invoice (#REMOVED).

Because the license is stuck as unregistered on the website, it does not appear at all in my Native Access library to be installed.

If you bundle is listed on as 'Not registered' on your NI website account then it is already 'associated' with your NI account though having not been actually activated. Usually 'activation' of the bundle (which makes it shift to list as 'Registered') is done by installing something from the bundle in Native Access. Yes , it can be a bit mind boggling but when the bundle is properly 'associated' with your account (lists as not registered on account) then products from bundle should still be available for install in Native Access in your Library tab.

But as I already wrote in the above then if you can not install anything from the bundle in N.A. then you need to contact N.I. Support

Your problem is a bug where third party HW Select bundles needs NI Support to make them available to you in N.A:

I have already tried to use the original voucher again, but the system says it has already been used. It seems to be a synchronization error between the NI shop and my account library.

This is not an error between Shop and NI Account , when the bundle already is 'associated' with your account as 'not registered' then you already have it from shop. Problem is between NI account as seen on the web site and NI account as seen in N.A. Library tab. You need to contact N.I. Support to get it fixed !

All comments

Vocalpoint

Did you look at this?

How to set up your free Komplete Select bundle for 3rd party controllers – Native Instruments

and expand the M-Audio section?

PoorFellow

https://community.native-instruments.com/discussion/50816/komplete-15-select-for-m-audio-not-appearing-in-native-access-library

product appears in my "My Products and Downloads" web portal under the "Not Registered" section.

However, the products are not appearing in my Native Access 2 library.

If any of the products from the bundle appear in N.A: then try installing the product and then reboot computer to see if that helped,

If need be then please contact N.I. Support (all)

Denilsonoxy

Thank you for the suggestion. However, the issue is not with the DAW configuration or expanding sections in Native Access.

My product is currently listed as 'Not Registered' in my online account portal, even though I have already received the Order Confirmation (#REMOVED) and Invoice (#REMOVED). Because the license is stuck as unregistered on the website, it does not appear at all in my Native Access library to be installed.

I have already tried to use the original voucher again, but the system says it has already been used. It seems to be a synchronization error between the NI shop and my account library. Has anyone experienced this 'Not Registered' status for a confirmed digital order before?

PoorFellow

https://community.native-instruments.com/discussion/comment/262231#Comment_262231

My product is currently listed as 'Not Registered' in my online account portal, even though I have already received the Order Confirmation (#REMOVED) and Invoice (#REMOVED).

Because the license is stuck as unregistered on the website, it does not appear at all in my Native Access library to be installed.

But as I already wrote in the above then if you can not install anything from the bundle in N.A. then you need to contact N.I. Support

Your problem is a bug where third party HW Select bundles needs NI Support to make them available to you in N.A:

I have already tried to use the original voucher again, but the system says it has already been used. It seems to be a synchronization error between the NI shop and my account library.

Denilsonoxy

Thank you for the clarification. I have already sent several emails to NI Support, but I only receive automated replies from a virtual assistant. These automated messages keep telling me to reuse the voucher code, but as I mentioned, the website does not accept it because it has already been used for my processed order (#18001378064C).

I am stuck in a loop where the system says the product is 'Shipped' and 'Not Registered', but the virtual assistant doesn't recognize that the manual intervention you mentioned is required. Is there any way to get a human agent to look at my ticket (#4887195) instead of the bot?

PoorFellow

https://community.native-instruments.com/discussion/comment/262276#Comment_262276

Thank you for the clarification. I have already sent several emails to NI Support, but I only receive automated replies from a virtual assistant. These automated messages keep telling me to reuse the voucher code, but as I mentioned, the website does not accept it because it has already been used for my processed order (#18001378064C).

If this is referring to opening several different tickets then that will only create confusion. If you are referring to sending several responses to same ticket then you should receive an answer within a few workdays !

I am stuck in a loop where the system says the product is 'Shipped' and 'Not Registered', but the virtual assistant doesn't recognize that the manual intervention you mentioned is required. Is there any way to get a human agent to look at my ticket (#4887195) instead of the bot?

I can not tell if what you are experiencing is a delay or a screw up with the ticket also. But in any case then it also happens from time to time that thee are ticket screw-ups.

We can ask if NI Customer Care @Jeremy_NI will kindly look into the matter. However then it were a national holiday in Germany yesterday and it appears as if Jeremy_NI took Friday also to get a nice long extended weekend so he will not be able to look into things until some time next week when he is back (I am not a NI employee and can not fix these things myself).

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