Missing instruments & Failed Updates

Big Jcs
Big Jcs Member Posts: 2 Newcomer
edited October 2024 in Native Access

I keep everything up to date but recently I've bn unable to update Analogue Dreams and Etheral Earth via my Native Access. I have went through sys prefs and gave full access to all N.I. associated software, restarted computer but still fails. I'm also missing some instruments, Upright Piano, The Gentleman Piano and Vienna Concert Grand. They're in my native access but only option I have is to locate the folder but it's not where all my other installations are, very strange, I appreciate any suggestions, thank you in advance and also,,, why does N.I. not have a customer support? shocking considering the amount of money I spend 🤔

Answers

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,882 admin

    @Big Jcs We do have customer support, there's a direct link on our website:

    Screenshot 2024-03-07 at 16.33.39.png

    Now, regarding your issue, some more details would have been helpful, like your operating system, since when this started to happen, what version of Native Access you're using, etc...?

    Regarding the missing pianos, these are discontinued products so you need to check in Native Access's preferences that the legacy products box is ticked:

    image.png


  • LostInFoundation
    LostInFoundation Member Posts: 5,626 Legend

    Even The Gentleman is a discontinued product now?

    Where can we find infos on which libraries entered the pit of forgetness?

  • Big Jcs
    Big Jcs Member Posts: 2 Newcomer

    Thank you for your replies. I'm using Mac Studio, OS Sonoma 14.3.1,,,,, Native Access Version 3.9.0 (329b868 / 1.16.0.0). I've made sure legacy was turned on but already was and still the same, missing instruments with button to locate,

    N.I. Available.png

    but when I try to locate, None of missing instruments show up where they should be,,, they're not even on my hard drive anywhere.

    Folder.png

    I can't see any options to find or reinstall these missing files or instruments.


    In regards to the other issue of failed downloads for Ethereal Earth and Analog Dreams still fail to update. This has been the issue for around 2 months.

  • PoorFellow
    PoorFellow Moderator Posts: 7,324 mod
    https://community.native-instruments.com/discussion/comment/138898#Comment_138898

    Did you at least try the resetting the Native Access XML file ? , look at section 8 here : My Product is Missing in Native Access

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,882 admin
    edited March 2024

    @Big Jcs

    but when I try to locate, None of missing instruments show up where they should be,,, they're not even on my hard drive anywhere.

    So, these libraries are nowhere to be foud on your system? Did you move/erase libraries? How had you them installed in the first place?

    You can install/download them again here: Installing the Classic Piano Collection with Native Access

    For the failing updates or any other issue with Native Access, get in touch with our support: https://bit.ly/NI_support_NA

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