Traktor Pro 4 (full license) stuck in demo – "Base product missing" – ticket closed without reply

Question

Hi,

I bought two licenses in the NI online shop with my account:

1) Traktor Pro 4 Update from Traktor Pro 3 – bought by mistake, I never owned Traktor Pro 3

2) Traktor Pro 4 (full version) – bought afterwards

Both are listed as "Not registered" in my account, and the serials are not shown anywhere.

Native Access 3.26.0 on macOS 26.7 shows Traktor Pro 4 (4.5.1) as DEMO. The NTKDaemon log says on every refresh:

"Activation Failure occurred for 'Traktor Pro 4'. Error: 'Base product missing'".

It looks like Native Access tries to activate the Update license instead of the full one.

I opened support ticket #865572, but it was closed without any reply.

@Jeremy_NI @Cliona_NI could you please check my account , get the full Traktor Pro 4 license registered,

and have the unused Update license refunded? Order numbers: NI4308620, NI4308706.

Thank you.

Jeremy_NI · Answer

https://community.native-instruments.com/discussion/comment/269971#Comment_269971

As I mentioned already, your ticket was merged in another existing ticket you submitted (865467) and is still open/ My colleagues will get back to you as soon as possible. I see that you got back to my colleagues in that ticket, someone will get back to you as soon as possible.

PoorFellow · Answer

https://community.native-instruments.com/discussion/comment/269971#Comment_269971

I will notify someone NI.

.

qwkevl · Answer

my ticket closed , I don’t know why . And my problem not resolved

Created on Mon, 28 Sep at 1:01 PM Agent: Daniela Miteva

This agent close my ticket