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Native Access 3.25.0 update glitch

Kymeia

Just a heads up but I was just prompted to update to the latest version but after installing it, got a message to say it could not find my library, do I want to load with a blank library? I tried the 'no' option obviously a few times, hoping it would fix itself, but nothing worked so I took the risk of trying the 'Yes - load with blank library' option.

After a few seconds staring at a blank NA and doing some deep breathing it did finally refresh itself and now everything is showing so just don't panic if this happens to you too - just allow it some time and if you have to select the blank option it should not stay blank for too long

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Jeremy_NI

Hey everyone, the Native Access 3.25.1 hotfix was just released, can you update and let us know how things go? Thanks again for the reports.

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PoorFellow

I got a similar experience on Windows 11 , only I instantly accepted the loading the empty library , then quit NA , restarted NA and had to wait some time for library to load…

An experience like that tends to make one nervous with respect to what is happening next 😁

B.Minor

Same problem here! No cap, this is really a mess!

My complete NI library list with almost 400 installed products, including external ones, is simply gone for good! And everything just because I was trusting the NA2 application to "self-update"! Never again!

There must have gone something completely wrong with the latest NTKDaemon services or whatever is running in the background and messing up the Windows system! Have personal product access and related managment now officially been taken away from users who spent many bucks for NI products?
Sorry, I can't help, but this is really ridicolous! My trust in NI has now been completely gone!

EDIT:
So far I was not beloning to the lucky ones. Even after several reboots and NA2 retries, the products still cannot be found anymore. I've never experienced something like that. Not sure what to do now, as I cannot even "remap" anything manually to its installed location. That crap simply won't load my products anymore.

EDIT 2:
After almost half an hour and constantly pushing NA2 to its limits by re-launching it to death, I suddenly have resurrected access to my products again.

@NI: Please fix that, as the currect approach is not acceptable to anyone!

Vocalpoint

FWIW - I updated to 3.25 late last week and no issues that I could see.

B.Minor

I think I'm tripping right now.
I was just reporting that it suddenly worked.

Now, after a fresh reboot of my PC, the same symptoms are here again.
Suddenly NA2 claims that I'm owning no products and that my database is empty.
"Do you want to start with an empty database?"
Hell, no!

I can only imagine that this is a timer-related issue. Now I'm almost 100% sure it is. The new NA2 application presents this new error message much to soon, right after "loading products" appears, but even before the system could actually "phone home" to NI and establish proper server connection and product verification. Nobody waits 2 minutes after such an error message box which suggests to quit or to load an empty database. Again, something like this is completely unnecessary and just misleading NI customers!

PoorFellow

https://community.native-instruments.com/discussion/comment/264402#Comment_264402

Suddenly NA2 claims that I'm owning no products and that my database is empty.
"Do you want to start with an empty database?"
Hell, no!

Could be that the path to get past the problem is to click yes (?) ,

then reboot

then open N.A. again

If the above do not work then try resetting the N.A. XML , no. 9 here : My Product is Missing in Native Access

B.Minor

@PoorFellow :
Thanks a lot for trying to help. Yesterday I did all what you proposed above, except performing a full XML reset. And as it turned out, it was a good idea I didn't mess around with that.

However, in my case, just accepting the fact that my library is suddenly empty by clicking "Yes" and rebooting the system didn't help at all, not even after several attempts. The only thing that finally worked was to wait patiently for several minutes after each single NA2 launch, until the owned products were finally displayed on the screen. Under normal circumstances nobody waits for 2 minutes without taking any further action in case such an error message comes up. But doing absolutely nothing at this point and just waiting was the solution to make the library appear at all.

But even after that I was observing that the circling symbol located in the NA2 menu wouldn't stop spinning. That was an indicator for me that I still shouldn't touch the system. So I waited another 15 minutes until it stopped spinning. I never had automatic or manual scans which lasted that long. But what should I say, since then it seems to be back to normal.

Today in the morning I tested it again; it still works and the library now comes up immediately. Let's see how long this will last…
Thanks anyway.

mykejb

I had the same "empty library" a couple of times after the update, usually resolved itself after letting NA continue with an empty library and it refreshed itself. Didn't need to reboot or anything. That's on Mac Tahoe, not tried the update on Windows as yet.

Kymeia

I don't think a reboot is necessary - just clicking the yes and accepting it may take more than a few seconds or even minutes in some cases

PoorFellow

https://community.native-instruments.com/discussion/comment/264424#Comment_264424

The only thing that finally worked was to wait patiently for several minutes after each single NA2 launch,

Yes , I also had the experience that N.A. in between took it's time updating.

But even after that I was observing that the circling symbol located in the NA2 menu wouldn't stop spinning.

It's kind of normal that it takes some time spinning to update, but again you are right that it appears as in between taking longer with the 3.25 update.

I have notified N.I. though I expect them to already be aware of the issues

Jeremy_NI

Hey everyone, thanks for the reports, I've forwarded those to the Native Access team. This new feature was implemented to bypass the product loading screen if the application gets stuck, allowing users to access the app.

The Native Access team is already working on improvements, there should be a hotfix coming soon, we'll keep you posted.

Thanks for your feedback, it really helps!

RobertT

This happened to me twice today, less than a half hour ago. Just letting you know the problem isn't "fixed" yet. :)

Jeremy_NI

Hey everyone, the Native Access 3.25.1 hotfix was just released, can you update and let us know how things go? Thanks again for the reports.

PoorFellow

https://community.native-instruments.com/discussion/comment/264513#Comment_264513

Installed without any problems here (works as expected/should).

B.Minor

Yep, the new update 3.25.1 seems to have fixed the issue.

@Jeremy_NI & NA Team: Thanks a lot!

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