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Have Direct Downloads links been discontinued?

Vocalpoint

Just testing some of my usual NI links today - against the ongoing updates to the website for the InMusic transition - noticed today that one of our favorite resources:

https://www.native-instruments.com/en/account/downloads/

Is now gone. This link now sends us back to our "new" NI product listings page:

Will direct downloads still be permitted?

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Comments

Jojo123

After all the kerfuffle of getting this going and in place, and after much elation when it finally did, I sincerely hope it has not gone away again, and if it has, that its temporary while the transition takes place.

Perhaps NI can we have clarification? Remember the nightmare that is google drive, (limited downloads where you were told to come back later etc) and people not being able to get up and running again without logging a ticket etc etc.

mykejb

Yup definitely missing now. I'd really like to see the serial number list back too.I was trying to install some Kore sound packs over the weekend and a serial number is required, which of course I don't have written down anywhere.

Jeremy_NI

Hey everyone, yes the download manager didn't make it to the new platform (which has nothing to do with the inMusic acquisition btw, it was decided way before to switch platform).

There are still discussions on whether this section comes back and where it will be hosted. We'll keep you updated.

LostInFoundation

https://community.native-instruments.com/discussion/comment/267684#Comment_267684

Do you really want to go back to users having to ask to support for their stuff one by one?

And having therefore to give even more answers like “We have a lot of requests to process at the moment and the reply times are impacted. My colleagues will get back to you as soon as possible. Thanks for your patience”?

I mean… look at all the answer you had to give here today. Most of them are “Sorry. We are late because this/that”.

A good company is the one where users needing support have a good experience and issues gets solved rapidly (and without having to complain on the internet till someone “escalates” their ticket (because otherwise it is bad advertising).

Best company is the one where users don’t even need support.

Tell the people in charge they should find a way to make support’s work easier (and more efficient), not add heavy weight upon your shoulders…

(P.s. : I wrote this post only so that you can show it to someone in charge…)

PoorFellow

https://community.native-instruments.com/discussion/comment/267684#Comment_267684

the download manager didn't make it to the new platform

Then inMusic most likely would want to update this page then , Ref. Section 2 : NI Download and Installation Guide

Jeremy_NI

https://community.native-instruments.com/discussion/comment/267686#Comment_267686

As I've said, discussions are happening for the download manager. There are several teams and systems involved in these changes. these teams already have a lot in their hands at the moment. There are a lot of things moving since the acquisition and some things will not happen over night. We can only ask for your patience.

As for my replies regarding support. I have also replied this in the past when there were delays and expected reply times were not met.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/267687#Comment_267687

Thanks for pointing it out, will forward it to the responsible team.

LostInFoundation

Deleted. Forum double posted instead of Edit. Another “live” feedback, in this case for forum bug ☺️

LostInFoundation

https://community.native-instruments.com/discussion/comment/267691#Comment_267691

Thank you for the reply and clarification.

We do appreciate the work behind those things and we are willing to be patient.

But while we are patient, we also have interest in expressing our thoughts about the decisions, hoping to be useful by showing their impact and how they are perceived by users.

In this case it is exactly a matter of decisions. Unluckily there ARE things happening over night, in the form of something already in use being removed from users access. Surely for some reasons, but the decisions are probably more in the ballpark of if maintaining servers for this, or if it is better for NI to have users not being able to have access independently than in the ballpark of work to be done. The work was already done.

I know sometimes what I write is out of reaction and amazement and therefore comes out as criticism, but it is indeed strange to me to see decisions like these even been taken by the company… exactly because they are counterproductive for the company itself. In this case for the support team, the work they have to face… its reputation… add to that that a move like this can’t of course be welcomed by users. Feature” removed, user unhappy. Easy as that. A situation of Lose/Lose…

As said, this underlining what moves are “wrong” is expressed and thought as “in your favor”, because, together with us the users, the others impacted are you, the support people and their ability to face the amount of work in the best possible way, in this case.

And who took the decision should have this type of feedback about how it impacts in “real life”. This type of things too should be worth a forward to the responsible team. Who knows? Maybe they are indeed interested

ffx

WTF, guys, can you please enable the direct download section on your webpage again? I can't download the Hardware Connection Service directly anymore. This sucks. I don't need your NI access bloatware thing running all the time on my system, two system services running are already enough. Please fix this.

PoorFellow

I think that what we see are part of a major systems migration in an attempt to simplify business and slim down costs. So I think that what we are seeing is NI as a company being sculpted into being part of the business system that inMusic CEO Jack O'Donnell prefers. And most likely then the account downloads page that was was not part of that, at least not in the way it were. For all we know then it might popup again in a completely different shape.

I myself am still waiting to find out if inMusic CEO Jack O'Donnell is going to keep both the "inMusic Software Center" and Native Access or if he is going to retire either. It might appear mindbogglingly to us if someone would retire either but I personally would not exclude it from happening. In that connection we also do not know if there will be any major changes to NI offerings and their sales in the future.

To me it would be a bit strange if not that what is left in the end (after full 'consolidation') will be all inMusic (brand NI ?) or NI shop and sales will be running on what is virtually inMusic systems with a NI store front. I think that the greatest tell so far is how NI support pages now is found as being part of inMusic Support for all other brands.

As usual then we do not know the whole picture of what is the plans of inMusic CEO Jack O'Donnell and NI staff is not in any position to tell us anything.

Jeremy_NI

Sorry I should have been clearer, the discussion now is more about when and where the download manager is going to sit. and once again, the change of platform for the webshop was decided way before the acquisition. We'll get back here when we get more visibility on this. In the meantime we ask for your patience.

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