Native Access 2 stopped working.

Tarapuppydawg
Tarapuppydawg Member Posts: 3 Newcomer
edited October 22 in Native Access

Following an update to Native Access 2 a couple of weeks ago it stopped working completely. I simply could not get it to work, even going to the extent of restoring my system, Windows 11 Pro to a restore point pre-update. To no avail. Access 2 refused to download fully paid for and legitimately licensed products. Having invested a lot of time, and money in the Kontakt environment I am really frustrated and unhappy at this turn of events. I can only now get into the system by rolling back to Native Access 1 which is no longer supported ! So, as a result my instruments will not now be fully updated when new stuff comes along. I feel well cheated as, for one thing. I can no longer get access to new software, instruments, updates, etc and there is the distinct possibility that this was not a "one-off" problem. I dread my Native Access locking me out again as it's a major hassle, not to mention the loss of work. I am seriously thinking of abandoning NI through all of this, added to the fact that their support has been appalling and nothing they have suggested to fix the problem has worked ! Why should I even have to be jumping through these hoops in the first place for a product I have invested a lot of time and money in !!!

Has anyone else experienced a similar problem, and if so did you find a solution ? Let me know ASAP.

Thanks

Ian C

Answers

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,047 mod

    Hey Ian, I only see one ticket in our system from you from January 7th 2023, where my colleagues got back to you but you never replied. I understand the frustration with your issues with Native Access but it might be good to give support a try before calling it appalling.

    It might also help to give more details regarding the issues you're having, here and for support in case you would want to contact them (here's a direct link: https://bit.ly/NI_support_NA), like: what's your operating system? What stopped working? The app itself, it doesn't load? Do you get error messages? What error message do you get and with what product?

    This way, users that have had the same issue can maybe help and we can check with the main reported if some issues are similar to yours. Unfortunately "stopped working" and "refuse to download" is not enough information for us to help.

  • Tarapuppydawg
    Tarapuppydawg Member Posts: 3 Newcomer

    Thanks for getting back to me. Someone did respond to me original ticket and I gave them all the info they requested regarding my operating system, fault identified etc and they offered quite a few suggestions to fix the problem. None if their suggested "fixes" worked though. My point in the previous post however was that I SHOULDN'T be having to do "fixes", or "workarounds" following an update. As stated the only way I have been able to get access again is to roll back to Nativs Access 1.

    What would you suggest I do now ?

    Ian C

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,047 mod

    Well, if the solutions provided didn't work, the best thing is to tell the support agents they didn't work so they can troubleshoot more.

    I do understand it is frustrating and yes, in a perfect world there are no bugs and everything works, and then you shouldn't need to contact support, and it's like that for the vast majority of users.

    I would suggest to contact my colleagues again, explain the issue, wait for their reply and if it doesn't work get back to them so they can assist you. And as I said, maybe if you provide some more information, other users can try to help.

  • PoorFellow
    PoorFellow Moderator Posts: 4,903 mod
    edited April 10
    https://community.native-instruments.com/discussion/comment/146136#Comment_146136

    My point in the previous post however was that I SHOULDN'T be having to do "fixes", or "workarounds" following an update.

    I completely agree with your grievances over the N.A. app. It ought not be necessary with any 'fix' or 'workarounds' after an update as little as there ought to be any other type of screw-ups in that connection.

    But since it is like that then I also have to agree with Jeremy that you have to to try to work with support to try to get the issues fixed ! And also that you should put the needed information here also if you want input from other users here. "Access 2 refused to download fully paid for and legitimately licensed products" is not a usable description of a problem !

    I simply could not get it to work, even going to the extent of restoring my system, Windows 11 Pro to a restore point pre-update. To no avail.

    This makes me want to add that 'Windows Restore Points' generally are not worth that much. If you want something to restore from with a real punch then you need to use image based backups of at least system drive as security !!!

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