Music production suite pro Doen't update- downloads fail

loudmouthdog

I’m hoping someone from Native Instruments or another Studio Production Suite Pro subscriber has run into this issue. I haven't gotten any response from their support, and I need to get this moving ASAP.

My Studio Production Suite Pro subscription has been active for more than six months. Native Access correctly shows my active subscription and lists products such as RX 12 and Ozone 12.

However, every download fails immediately with a generic “Download failed” message and then returns to “Queued.” None of the products will download.

System information:

• MacBook Air M2
• macOS Tahoe 26.5
• Native Access 3.24.0

Troubleshooting already performed:

• Rebooted multiple times
• Reinstalled Native Access
• Confirmed NTKDaemon is running
• Disabled firewall
• No VPN in use
• Internal drive installation
• Internet connection is working normally
• Verizon gateway in bridge mode feeding an Orbi mesh network
• All other downloads from other vendors work normally

What makes this even more confusing is that Native Access recognizes my Studio Production Suite Pro subscription, but iZotope Product Portal only shows trial versions and does not recognize the subscription products.

I’ve also verified that NTKDaemon is running correctly from Terminal, so this does not appear to be a simple service failure.

Has anyone else experienced:

1. Downloads immediately failing and returning to “Queued”?
2. Native Access showing an active subscription while Product Portal only shows trials?
3. A fix that did not involve waiting for Native Instruments support?

I already accessed the NI online suggestions regarding this, and none have helped.

Any suggestions would be appreciated.

loudmouthdog

I found the solution to this problem using ChatGPT and Terminal. I ran a hundred commands and tests, but ultimately ran the command:

pkill -f "Native Access"
"/Applications/Native Access.app/Contents/MacOS/Native Access"

and found this-

Native Access is trying to write its log here:
/Users/Shared/Native Instruments/Logs/Native Access/native-access.log

and I was getting "EACCES: permission denied" (literally nothing was happening in Terminal when I was trying to Install in NA, and I was getting "Download Failed") which means the shared Native Instruments log folder has bad permissions.

I ran:

sudo mkdir -p "/Users/Shared/Native Instruments/Logs/Native Access"
sudo chmod -R 777 "/Users/Shared/Native Instruments"
sudo chown -R root:wheel "/Users/Shared/Native Instruments"

Then I exited NA and ran:

pkill -f "Native Access"
pkill -f NTKDaemon

I then reopened NA and the downloads began working properly.