How to troubleshoot failed instrument installing?

Chong
Chong Member Posts: 65 Member

Every instrument I installed it always failed. I'm using Qnap NAS for my storage. I'm also running MacOS Ventura. I can install application but instruments and effects always failed. I already have the following settings in my MacOS. I have tried contact NI support but apparently they only reply one email per 24 hours and no phone support. Any help is much appreciated.


Best Answer

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,949 mod
    Answer ✓

    Hey @Chong My colleagues got back to you today and told that NAS drives were not officially supported and sent you this article: Notes on Network Drives and Disk Formats

    Where it's clearly stated:

    Network or NAS Drives

    In general, we do not recommend installing or storing your libraries or content on network or NAS drives. Please use internal drives or external USB drives only. This article explains how to set the install locations in Native Access.

    Network or NAS drives can however be used to store backups of your Native Instruments content. 

Answers

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,949 mod
    Answer ✓

    Hey @Chong My colleagues got back to you today and told that NAS drives were not officially supported and sent you this article: Notes on Network Drives and Disk Formats

    Where it's clearly stated:

    Network or NAS Drives

    In general, we do not recommend installing or storing your libraries or content on network or NAS drives. Please use internal drives or external USB drives only. This article explains how to set the install locations in Native Access.

    Network or NAS drives can however be used to store backups of your Native Instruments content. 

  • Chong
    Chong Member Posts: 65 Member

    Thank you for the reply. Just kicks, I popped in a 16GB thumb-drive into my MacBook Pro and tried to install a 54MB instrument to that external drive and it failed as well. Any idea?

  • psenior
    psenior Member Posts: 3 Newcomer

    FYI, I am constantly getting "Installation failed" when attempting to install Satin Looks to my external SSD drive. Like you, I'm on MacOS Ventura. Both Native Access 2 and NTKDaemon have Full Disk Access. Native Access File Management Preferences are all pointed to different file locations.

    It appears that Native Access 2 downloads the Satin_Looks.iso file and the Satin_Looks_iso.aria2 file, then deletes them, and gives me the "Installation failed" error. I tried opening the Satin_Looks.iso file manually and my M1 Mac says "the disk image is corrupted."

    I'm not getting any more responses from NI support. The only thing I can think of to try next is to install Native Access 1, following this article's instructions: https://support.native-instruments.com/hc/en-us/articles/4785955318673-How-to-Keep-Native-Access-1-2-Installed-on-an-Apple-Silicon-M1-Computer

  • Chong
    Chong Member Posts: 65 Member

    What's frustrating is that they have no phone support. So, they do not support network mapped drive...I setup a iSCSI drive but now Native Access 2 did not even load on my Ventura anymore. Their software are just full of issues.

  • Chong
    Chong Member Posts: 65 Member

    And oh, they even disabled their chat support, what a great company!


  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,949 mod

    Hey @Chong We understand you are frustrated, again, it's our busiest time of the year. Please format youe USB drive to APFS, as explained in this article: Notes on Hard Drive Formats on Mac Computers

    Please keep in mind that not all our products are compatible with Ventura yet. Since it's a m1 computer, there are also specific things to check:

    macOS 13 Ventura Compatibility Statement

    Apple Silicon (M1 / M2) Compatibility News

    KOMPLETE KONTROL / MASCHINE Error: "*Product* could not be loaded, as it may not support Apple Silicon or VST2 to VST3 migration."

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,949 mod

    @psenior You didn't submit any request, please go through the Native Access typefom, there is always an option to submit a request there.

  • psenior
    psenior Member Posts: 3 Newcomer

    @Jeremy_NI I read the article you posted, reformatted my external SSD USB drive to APFS and was able to install Satin Looks. Thank you for all your help and support!

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,949 mod

    @psenior Thanks for the update, happy to hear that it works now.

  • guiohm
    guiohm Member Posts: 1 Newcomer
    edited November 2023

    Hi

    i'm having the same problem re installing after formating my HD to APFS, the only thing i managed to download and install is Controller Editor when i uploaded from NI site, but if i use Native acess, the "installation failed" message pops up for every app including Controller

    I try the Authorization access for Native Acces and Daemon and hardware but it did nothing. i wiped out anything from Native and tried re installing from scratch, but no ... I tried to contact the support and no one is answering since yesterday.

    Any idea ?

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,949 mod

    @guiohm Please get in touch with our installation specialists here: http://bit.ly/NIsupport_install

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