Cannot download Electric Keys - Diamond after purchasing

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JoeM
JoeM Member Posts: 4 Newcomer
edited October 2024 in Native Access
I purchased Electric Keys -Diamond this morning for a session I was trying to finish today via PayPal. 10 hours after the purchase was confirmed by email it has still not shown up in the Native Access Not Installed section. Following the instructions to delete NativeAcces.xml and any other online help has been useless. I opened a support ticket early this afternoon but as of this evening have heard nothing from NI nor gotten any help. I am a bit miffed that there is actually no direct contact information, no phone or email support available. At this point I'm pretty disappointed with the lack of timely customer support from NI.

Comments

  • Andreas_NI
    Andreas_NI Customer Care Posts: 33 mod

    Hi Joe,


    thank you for getting in touch. I am sorry to hear that you are experiencing issues.


    I have checked your account and I can see that the order has been correctly fulfilled to your user account, however you are on a non-supported Operating System, Mac OS Catalina 10.15, I therefore suggest that we arrange you a refund.


    Kind regards

  • JoeM
    JoeM Member Posts: 4 Newcomer
    Hello, I am running the full version of Kontakt 7.4.2 on OS Catalina 10.15. Would that still be unsupported? I also have a cloned secondary boot drive on this Mac with Big Sur 11.7.10. that I am testing before upgrading Catalina. I believe that would be supported. Is that correct. If so I will download through Native access on the Big Sur drive. Thanks for your help.

    Joe
  • Monochrome
    Monochrome Member Posts: 1,426 Expert

    "Electric Keys - Diamond" needs Kontakt 7.8.0 to run. With Kontakt 7.5.0, the minimum supported macOS version was upped to 11.0 (Big Sur).

  • JoeM
    JoeM Member Posts: 4 Newcomer
    > @Monochrome said:
    > "Electric Keys - Diamond" needs Kontakt 7.8.0 to run. With Kontakt 7.5.0, the minimum supported macOS version was upped to 11.0 (Big Sur).

    Thanks, I actually have Kontakt 7.8.0 on my Big Sur boot drive. I'm in it now but when I open Native Access there Electric Keys - Diamond is still not available for download.
  • Monochrome
    Monochrome Member Posts: 1,426 Expert

    I assume you're using the old/legacy Native Access 1, not Native Access 2, is that correct?

    It likely won't show up in the old one.

  • JoeM
    JoeM Member Posts: 4 Newcomer
    > @Monochrome said:
    > I assume you're using the old/legacy Native Access 1, not Native Access 2, is that correct?
    > It likely won't show up in the old one.

    Yes, I had just realized that, updated Native Access to NA2 and Diamond showed up in it. Just downloaded it now. Thanks again!
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