How to add a M32 keyboard serial number ?

Tomjaneiro
Tomjaneiro Member Posts: 14 Newcomer
edited 9:20AM in Komplete Kontrol

I am not able to register my serial number even after I followed the instructions to remove the file .xml. I keep getting invalid or incorrect serial...?

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Answers

  • BIF
    BIF Member Posts: 942 Guru

    Serial number for what product?

    What platform are you on, Mac or PC? Operating system and version?

    Are you using Native Access to enter this serial number? If so, what version of NA? If not, what are you using to enter the serial number?

  • Tomjaneiro
    Tomjaneiro Member Posts: 14 Newcomer
    edited April 2

    the serial number is for the the Komplete32 midi keyboard which I just purchased. Ive already downloaded native access.

    image.png


  • PoorFellow
    PoorFellow Moderator Posts: 4,159 mod
    edited April 2
    https://community.native-instruments.com/discussion/comment/144609#Comment_144609

    Do not post your serials on-line ! I have edited your post !

    Please check the format and count the number of characters , the format for Native Access is 5 times 5 characters, if you have more than 25 characters then you are maybe using too many characters (try counting without the M32 to start with) .

    If you have only 25 characters (with no dashes) including the M32 and/or if the serial does not work then contact N.I. Purchase and Account Support !

  • BIF
    BIF Member Posts: 942 Guru

    And another question for OP: What are you reading that serial number off of? Is it a product card? An email you received with the sale? A sticker on the product or packaging?

  • Tomjaneiro
    Tomjaneiro Member Posts: 14 Newcomer

    Inside the box there was a black square card the size of a CD jacket. With hardware serial number.

    I was just following the introduction video from NI

    I am able to use the device now and record some of the sound fonts..... but as of now, only in ProLogic;

    GarageBand doesn't seem to recognize the device as well as ProLogic.

  • PoorFellow
    PoorFellow Moderator Posts: 4,159 mod
    https://community.native-instruments.com/discussion/comment/145207#Comment_145207

    So does that mean that "you were able to register the serial number" after the help ? Or is that still not registered ?

    The GarageBand problem sound as another problem ! ?

  • Tomjaneiro
    Tomjaneiro Member Posts: 14 Newcomer

    No I can not register the Komplete 32 midi keyboard. bummer....

  • PoorFellow
    PoorFellow Moderator Posts: 4,159 mod
    https://community.native-instruments.com/discussion/comment/145246#Comment_145246

    Then as suggested earlier you need to contact N.I. Purchase and Account Support and have them fix it ! (keys that do not work is a mishap that happens from time to time on rare occasions)

  • Tomjaneiro
    Tomjaneiro Member Posts: 14 Newcomer

    There is nobody there to contact just revealing AI

  • Tomjaneiro
    Tomjaneiro Member Posts: 14 Newcomer

    how do I return this product?

  • PoorFellow
    PoorFellow Moderator Posts: 4,159 mod
    https://community.native-instruments.com/discussion/comment/145290#Comment_145290

    Either use this link (most simple !) : N.I. Purchase and Account Support and answer like this ! :

    Do you need help with the activation or installation of a product?

    NO

    Is your question about License Transfers / 2nd hand purchases?

    NO

    Do you have 2 NI accounts and want to merge them?

    NO

    Are you experiencing problems with your email address or password for your NI account?

    NONE OF THAT

    OK! Let's gather some information specific to your issue.

    Then describe issue : like M32 hardware key [INSERT KEY] does not activate


    Or use this link N.I. Native Access and Installation Support and answer like this ! (Click get support and support) :

    Which operating system are you using?

    macOS

    Our products require Full Disk Access in order to function correctly!

    That doesn't help.

    Have you been able to install and open the Native Access application?

    YES

    Do you get an error message in Native Access?

    NO

    Are you missing a product from Native Access?

    NO

    Are you having an issue with Kontakt libraries?

    NO

    Are you having trouble locating your newly installed plug-in in your DAW?

    NO

    You may also find a solution for missing plug-ins in our Online Community.

    I want to create a support ticket.

    OK! Let's gather some information specific to your issue.

    Then describe issue : like M32 hardware key [INSERT KEY] does not activate

  • Tomjaneiro
    Tomjaneiro Member Posts: 14 Newcomer

    Thank you, I was able to fill out a form and am waiting for NI to get back to me.

  • PoorFellow
    PoorFellow Moderator Posts: 4,159 mod
    https://community.native-instruments.com/discussion/comment/145341#Comment_145341

    After receiving email confirmation then please allow support up to a week to answer and if they do not respond within a week then politely update your ticket to let support know that you are still waiting for a response ! Also N.I. support do not work in the weekend !

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