Please Help, Native Access suddenly doesn't see my Kontakt, doesn't let me relocate or install it

dimitriscarlato
dimitriscarlato Member Posts: 6 Newcomer
edited October 2024 in Native Access

Hi,

I'm in the middle of an emergency and any help would be appreciated as the customer service replies after one day if you're lucky. I opened my Logic project, as every morning as I'm in the middle of a production, and I need to deliver 45 minutes of music. For unknown reasons (as I worked until yesterday night and I had no issues) this morning it doesn't see that I have Kontakt installed. I opened Native Access, and it shows only 30 of the over 100 instruments that I have. It doesnt' let me relocate Kontakt 7, it doesn't let me install as any Installation Path doesn't work, including the restarting the default. I can only work on demo mode, but more annoyingly it doesn't locate the samples even when searching for them on Logic. I am quite desperate, any suggestions?

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Answers

  • LostInFoundation
    LostInFoundation Member Posts: 5,626 Legend
    edited March 2024

    So…you don’t see the majority of them or are they in demo mode?

    If it’s the latter, try to have a look at this article

    https://support.native-instruments.com/hc/en-us/articles/4402377887121-My-Products-Are-Showing-As-DEMO-in-Native-Access

  • dimitriscarlato
    dimitriscarlato Member Posts: 6 Newcomer

    I see the instruments on Logic, they are not shown on Native Access. When I try to open Kontakt on Logic it asks me to activate it (as if I don't have it), and redirects me to Native Access, where it shows that I have to install it (and I have it already installed in an external hard drive) and then if I try to install it it keeps saying invalid location, even if I restore the default locations.

  • LostInFoundation
    LostInFoundation Member Posts: 5,626 Legend

    Does it present you the option to Locate or Relocate it (as opposed to Install)?

    In that case, use it instead of going to the default locations. This will allow you to point NA to the location where Kontakt is already installed.

    I still don’t understand why you named Demo mode or if you tried the steps in the link I provided you

  • dimitriscarlato
    dimitriscarlato Member Posts: 6 Newcomer

    No, it doesn't offer the option to relocate or locate, only Install.


    I named the Demo Mode, because it doesn't see that I have Kontakt already activated

  • LostInFoundation
    LostInFoundation Member Posts: 5,626 Legend

    Have you tried the article steps? (E.g. deleting XML file)

    (sorry if I lag a little bit in responding, but they decided that what I had to say wasn’t pleasing NI and therefore for 1 month I have to wait 150 sec to make another post when I write in a row…and I’m helping also another guy in another thread, therefore…)

  • dimitriscarlato
    dimitriscarlato Member Posts: 6 Newcomer

    You're not lagging, you're the only one trying to help!

    The reason why it only allows me to work on demo mode it's because it doesn't see that I already have Kontakt installed, it asks me to activate it, and on NA I only have the option of installing it. I haven't deleted the XML files yet, but the weird things that on NA it only shows 30 instrument, if I open Logic I have access to all the instruments on Kontakt, but it doesn't let me open neither Kontakt 6 or 7 because it says that I need to either buy or authorise, therefore it redirects me to NA where I'm unable to install it. I tried opening it from my external hard drive as a standalone and I have the same issue. I'm stuck, and obviously this happens when you're close to a deadline and NA doesn't offer any kind of concrete support, because by the time the will reply, they will start asking all the questions that you're rightly asking, and it will take ages. That's not good enough from their side.

  • Vocalpoint
    Vocalpoint Member Posts: 4,020 Expert

    "I'm stuck, and obviously this happens when you're close to a deadline and NA doesn't offer any kind of concrete support, because by the time the will reply, they will start asking all the questions that you're rightly asking, and it will take ages. That's not good enough from their side"

    Well how about some help from your side?

    MacOS version? Computer type? Native Access version? And most importantly - any updates (of ANY kind) in the last 24-48 hrs we do not know about?

    Seems very strange that you were good one minute and then in a disaster the next...

    VP

  • dimitriscarlato
    dimitriscarlato Member Posts: 6 Newcomer

    These are all questions I answered in the ticked I opened with them. Anyway, iMac 5k Retina 2019, 3.6 GHz 8-Core Intel Core i9, Latest NA version downloaded and updated this morning. No updates done before this happened, then this morning I have updated to Mac OS Sonoma 14.4, but it didn't fix the issue

  • dimitriscarlato
    dimitriscarlato Member Posts: 6 Newcomer
    1. @LostInFoundation I tried to delete the xml file, but I don't have Service Center....Navigate to:
    2. Mac HD > Library > Application Support > Native Instruments > Service Center


  • Vocalpoint
    Vocalpoint Member Posts: 4,020 Expert
    https://community.native-instruments.com/discussion/comment/142340#Comment_142340

    Sonoma 14.4 is causing all sorts of issues for many DAW vendors right now.

    Plus a large swath of NI stuff is still not certified for Sonoma

    Not to imply that everyone is having issues with it but Sonoma is not exactly the best choice for stability right now.

    VP

  • LostInFoundation
    LostInFoundation Member Posts: 5,626 Legend

    Unluckily this “my products disappeared from NA” is something that lately has been reported multiple time.

    I don’t recall anyone from NI answering or confirming the issue

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