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Tractor pro 4 not showing in Native access or online

Meatballs

I just got my MX2 delivered. I purchased it together with Tractor Pro 4.

I can't find Tractor Pro 4 either on my online profile or on Native Access.

I tried replacing the xml file, logging in/out, refreshing, etc., but nothing makes the product appear. Been in contact with customer support, but it's not a very helpful AI bot…

Has anyone else had the same problem?

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Comments

Vocalpoint

What OS are you using?

And - did you register your MX2 hardware?

If your scenario is anything like purchasing an S-Series keyboard combo - I believe the hardware needs to be registered to your NI account - which should then allow the installation of the software.

PoorFellow

https://community.native-instruments.com/discussion/51174/tractor-pro-4-not-showing-in-native-access-or-online

I just got my MX2 delivered. I purchased it together with Tractor Pro 4.

Hopefully you noticed that TP4 comes for free with the MX2 so that you did not order it separately ?

Otherwise then as implied by VocalPoint then you need to register the hardware to your account to get the TP4 registered to your account. When registering the hardware then you most likely get the TP4 software showing on your account. If it does not show on account within a couple of hours after registering the hardware then also check if you got any emails with information about how to get TP4 .

If it still does not work then please contact N.I. Support

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.

Meatballs

It was not a separate order; a combo purchase.

I used OS Ventura 13.7.6 when I started installing everything, but have since then updated my macOS, and have not seen a change. The thing is that when I try to register my MX2 in Native Access, I get a message that says it's already registered, so I haven't manually registered the hardware. I don't know if that's the answer to the problem…

PoorFellow

https://community.native-instruments.com/discussion/comment/264675#Comment_264675

It was not a separate order; a combo purchase.

You should not need to order TP4 at all , it comes for free with the MX2.

The thing is that when I try to register my MX2 in Native Access, I get a message that says it's already registered, so I haven't manually registered the hardware. I don't know if that's the answer to the problem…

Check if it is registered to your account ! Hardware is usually not registered to your account before you do it yourself.

Otherwise then either there has been a serial mishap or the device has been sold prior and returned. In any case then you will have to get N.I. Support to fix that HW registration issue for you if it says already registered but nit to your own account (NI Support will need a picture of thee serial on device bottom and a copy of the purchase receipt to fix it !)

Meatballs

I did not order TP4, it came with the purchase.

The message I get when trying to register the hardware says it’s already registered to my account, not another account. Is the hardware supposed to be visible online or on native access? I can’t see if I anything is registered on my account.

I’m in contact with NI support but it takes more than a day for them to answer and the replies I get are not very helpful. That’s why I’m also seeking help here.

PoorFellow

https://community.native-instruments.com/discussion/comment/264685#Comment_264685

Is the hardware supposed to be visible online or on native access?

Hardware is not visible as an item in Native Access.

I can’t see if I anything is registered on my account.

Hardware should definitely show as a registered on your account ! So be sure that you are logged into the correct same account in both Native Access and online.

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