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Bought Komplete 26 Standard : All products tagged as DEMO

johnprosper

Recently purchased Komplete 26 Standard, but all included products are tagged as "DEMO" in Native Access.

I've tried deleting the NativeInstruments.xml file in the "service center" folder, but the xml isn't even there. I've also tried deleting the "Native Instruments" folder, but my system won't allow me because of administrator access (even though I am the administrator).

I've sinced opened a ticket with InMusic support, but want to still post here in case that goes nowhere. Hoping to get some help soon, because I'm eager to use what I paid for :)

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johnprosper

In trying to uninstall and reinstall Massive X, it now no longer appears at all in my Native Access. I used the "forget path" button thing.

PoorFellow

https://community.native-instruments.com/discussion/51434/bought-komplete-26-standard-all-products-tagged-as-demo

https://community.native-instruments.com/discussion/comment/266304#Comment_266304

Recently purchased Komplete 26 Standard, but all included products are tagged as "DEMO" in Native Access.

Are you sure that you bought the right product ? Sometimes then people buy an Update or an Upgrade without having the required base product , also sometimes peoples orders get stuck. Please check what lists as registered and not registered at your account product page.

johnprosper

Hi, thanks for the reply! I for sure purchased the base product, and "Komplete 26 Standard" appears in My Account on the website.

I was able to use some of the Kontakt sampled instruments fine earlier today. But suddenly, trying to open a Maschine expansion (from the bundle) became impossible. Opening Native Access right after, I discovered that all the instruments and expansions (that I installed) from Komplete 26 Standard had a "DEMO" tag.

It seems this is a common issue, hence the support that recommends deleting the folder or the xml files. Unfortunately, none of those have worked for me.

In the case of a "stuck" order, is this something you've seen yourself or in other cases here in the forum?

PoorFellow

https://community.native-instruments.com/discussion/comment/266315#Comment_266315

"Komplete 26 Standard" appears in My Account on the website.

In the case of a "stuck" order, is this something you've seen yourself or in other cases here in the forum?

Stuck orders are experienced once in a while if there is a problem with the payment needing checking/clearing but if you have the product on account then the order should already have been executed and not stuck.

It seems this is a common issue, hence the support that recommends deleting the folder or the xml files. Unfortunately, none of those have worked for me.

From what I can see then you did not delete the folder C:\Users\Public\Documents\Native Instruments (if there) or create the RAS3 folder if not reappearing ,

Reference : Windows Steps 1 and 2.1 here My Products Are Showing As DEMO in Native Access

It is these steps you need to do also if Demo state

If you have no access to deleting or making folders in C:\Users\Public\Documents\ then that sounds to me as an user access problem , which could be your root cause

johnprosper

Okay, maybe we're getting closer to this issue. At the moment, the Ras3 folder is already present in the Native Access sub-folder. I'm also able to create new folders in the "Public" folder.

For some reason, I'm only unable to delete the "Native Instruments" folder because of administrative access. I'll try again and report back.

Also, thanks for the help so far!

johnprosper

Update : closing all NI-related processes in Task Manager allowed me to delete the "Native Instruments" folder in "Public Documents". Unfortunately upon restarting Native Access, the "DEMO" tag still persists.

johnprosper

2nd update : Now MANY MORE of my NI products are labeled "DEMO", including those not included in Komplete 26 :(

This is an absolute disaster!!

PoorFellow

https://community.native-instruments.com/discussion/comment/266338#Comment_266338

Sorry about your problems but I only have the NI Support articles to refer to.

Check if you can restore deleted Native Instruments folder from trash .

Did there appear a new RAS3 folder and if not then did you make a new RAS3 folder then as support article says to do ? And did you remove the XML of the Demo products and the N.A. XML

@Jeremy_NI , perhaps you better take a look at this !

johnprosper

@PoorFellow

Yes, a new RAS3 folder was created after deletion of the "Native Instruments" folder and upon re-opening Native Access. Regarding the XML files in the "Service Center" folder , no new XMLs were created or currently exist of the DEMO-tagged products (from my recent Komplete 26 purchase). Only the NA XML exists, but I've deleted that previously and that also did not work when I reopened Native Access.

@JKB999

I'm somewhat relieved to learn that I'm not the only one experiencing this specific issue… though I sincerely hope we both find a fix soon! I'm also a long-time NI customer, coming on almost 15 years. I need this to work because I have on-going projects for clients.

PoorFellow

https://community.native-instruments.com/discussion/comment/266345#Comment_266345

With respect to the more Demo then check if you can restore deleted Native Instruments folder from trash .

JKB999

The other person were cross-posting which is not allowed so their post were moved to their own thread !

Jeremy_NI

@johnprosper Unfortunately if nothing helped here, you'll have to wait for support to get back, someone should get back to you as soon as possible. Thanks for your patience.

johnprosper

@PoorFellow
I've restored the deleted NI folder from the trash, and that seems to have restored the activations on my older NI products. Thank you for this tip! Honestly, I'm reluctant to try installing a newer product again from Komplete 26. It seems like nothing will work… I'll await a reply from support. But if there are any updates I can update this thread.

@Jeremy_NI ,
Thanks for the response, I'll wait for a reply on my support ticket with InMusic.

johnprosper

I'd like to update that I've still gotten no response from InMusic or Native Instruments since July 26. I'm on the verge of giving up here. @Jeremy_NI, is there any way you can escalate this issue? I spent a lot of money on this.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/266777#Comment_266777

Sorry to hear that, I've reached out to my colleagues to escalate your case, someone should get back to you soon.

johnprosper

Hi @Jeremy_NI , really appreciate you escalating the issue. I've since received an email and have attempted to troubleshoot according to the technician's instructions, but my purchase still isn't working. It's been about 6 days since my last email to the technician with my PC's support file. Hoping for a quick resolution. If the technician can be nudged again regarding my ticket, that would be great since it's been almost a week since the last update. Thanks!

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