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Kontakt not working and Inmusic not offering help

olidenneymusic

Kontact 8 randomly stopped working properly. If I loaded an instrument, regardless of what was selected it would only ever open Damage, and all presets disapeared leaving only the Damage presets available. The banner for the Instrument I had tried to open would appear, but everything else displayed was Damage. Strangely, old projects would load fine with the correct instruments, but any attempt to change a preset would then load Damage.

Initially I had some help from Inmusic. The assistant made suggestions for ways to resolve the issue, but had failed to correctly read the support tools info and was making suggestions that would not work. Once they realised this they made another suggestion that didn't work. It's now over a week since I replied to inform them that the suggestion didn't work, and have had zero contact since. In that time I have made numerous escalations/complaints, and the AI chat has simply said I have to just wait for a response, with no indication of timeframe, or any other means to seek resolution.

I am essentially stuck in limbo not knowing if anyone is even interested in assisting. This customer support system is just appalling, and is set up in such a way that there is no pressure or incentive to fix the issue, and leave the customers no avenue to seek an escalation in the urgency or quality of customer support. As a result I would never purchase anything for Kontakt 8 again, as the support network clearly has no interest in helping existing customers

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Vocalpoint

Well - without a backgrounder on your machine, your OS and other key info - not much we can do here either.

Screencaps, error messages or some other indication of what you are seeing would help.

olidenneymusic

DAW: Logic Pro 11.1.2

OS: Sequoia 15.5

Kontakt 8.13.1

Screenshot 2026-10-07 at 09.17.40.png

olidenneymusic

On the advice on Inmusic I removed Damage, reset all libraries etc.. but the problem still persists, loading different instruments in place of the selected one, with only a handful of presets from a few different instruments available.

The assistant had apparently never heard of this problem before.

I then uninstalled Kontakt, and re installed it, but nothing has changed.

Vocalpoint

https://community.native-instruments.com/discussion/comment/270713#Comment_270713

That screencap does not tell me much., What do you see when you launch Kontakt standalone? Do you see this:

Or something else?

Kymeia

Does Kontakt have full disk access? (and any DAW you use it in)

Sufox

Hey olidenneymusic !
With the information we have so far, it is still a lot of guessing. It would help to know…

What exactly has been suggested by support so far and did not work?
How many libraries do you have installed ?
Where are these libraries installed (all in the same place, external disk, what type and format)?
Have you ever moved any of the Kontakt Libraries folders?
Do you see all your libraries in Native Access under Library and the tab "Installed"? Then please check if any of the entries there have a "Repair" status.
When these issues happend, did you browse and load your libraries using Kontakts UI via mouse or trackpad? Or do you use a Native Instruments Kontrol Keyboard, like a Kontrol S49 MK3 for example, for browsing and loading your libraries?
As your screenshot clearly shows, the presets listed are from Damage, but the product Tile above them is from 40s Very Own Keys, this should be basically impossible, unless the browsers database file is somehow corrupted, or some specific workflow lead to this quirky state, so:
Did you try the database reset? Was probably suggested by the Support?
- if not, close Kontakt and Logic and Native Access
- open your finder, press cmd + shift + . to reveal hidden folders
- navigate to Macintosh HD/Users/YourUserName/Library/Application Support/Native Instruments/Kontakt 8/ and delete the komplete.db3 file there
- then start Kontakt 8 in standalone mode and wait until all the libraries show up in the main browser, like shown above by Vocalpoint
- then try to load any libary preset from there and let us know what happens
Did you use Kontakt without any issues before using this Kontakt 8.13.1 version? What was your last working Kontakt version?

One more thing came to mind, when reading your description again, you wrote:
"If I loaded an instrument, regardless of what was selected it would only ever open Damage, and all presets disapeared leaving only the Damage presets available. The banner for the Instrument I had tried to open would appear, but everything else displayed was Damage. Strangely, old projects would load fine with the correct instruments, but any attempt to change a preset would then load Damage."

Do you mean that damage would be loaded after you try to change a preset of an already loaded instrument in your reloaded session and then hitting the "next peset" button on the header above the Instruments UI?

If it really only happens then, it might be that the actual state/context of your browsing, before you saved a certain logic session, was not remembered correctly with the plugin and therefore when hitting "Next Preset" the browser will start at the top of all presets in your whole collection again. In this case this would exactly explain why only, or always Damage is loaded, because the naming of the Damage presets like "01 LP Ep Org (El 02) C0 Boom" just happens to put all your Damage presets at the top of the list of all the presets in your whole collection.

So does all of this ever happen if you use Kontakt standalone and then load presets just via the Overlay Browser (the Library button on the top of Kontakt next to the triangle) ?

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