NI's license management and support schemes seem flawed

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daywood
daywood Member Posts: 4 Member
edited October 2024 in Native Access

The troubles happening this weekend, where software I purchased became inaccessible to me, feels to me like a systemic problem with how Native Instruments is managing licenses. Whatever the problem turns out to be, no system problem on their end should keep me from being able to use products I bought and paid for. I am not using them under a subscriptions service. They are locally installed and used.

Likewise, there needs to be a better response on weekends when I suspect that many of us non-professionals are using the products. The support chatbot, the one time it was available to me, only provided limited options (4, I think) for categorizing a problem. It had no response for why I can't access my software, and it would not connect me with a human. I'm thinking that is because it is the weekend.

I don't know whether they monitor this forum, so as soon as they are reachable again, I will say the same to their support staff.

Comments

  • Vocalpoint
    Vocalpoint Member Posts: 4,039 Expert

    @daywood

    "The troubles happening this weekend, where software I purchased became inaccessible to me, feels to me like a systemic problem with how Native Instruments is managing licenses."

    There are a ton of folks on here that might be to help or at least figure out where the problem lies - but I just review both of your 2 known existing posts and you did not provide any detail on what you are running.

    Like what version of Native Access, what OS, what apps (beyond Battery 4) etc etc. Where in the world do you live? What kind of internet service do you have? Was there any outages at your place this weekend? Connecting via wi-fi or wired connection.

    There are literally tons of things that could be out of sync for you to experience an issue. - but without any basic detail - no one will be able to engage you and suggest a possible solution.

    If there was a world wide Native Access outage this past weekend - I am sure many would have said something by now.

    Please provide a little detail if possible.

    VP

  • loco__51
    loco__51 Member Posts: 10 Member

    @Vocalpoint

    Thank you for your answer. I will collect detailed data in my studio and will add these to my post as soon as possible.

  • Vocalpoint
    Vocalpoint Member Posts: 4,039 Expert
    https://community.native-instruments.com/discussion/comment/152447#Comment_152447

    @loco__51

    Your specific scenario could be much more difficult to rectify considering the age of the product involved here. If a product has been retired - there is simply not a lot anyone can do - including NI.

    But I appreciate your efforts - post up what you have when you can

    VP

  • PoorFellow
    PoorFellow Moderator Posts: 7,361 mod
    https://community.native-instruments.com/discussion/comment/152449#Comment_152449

    At VP , FYI then loco_51 has been spamming the forum with "I have a similar issues" several places including where have no relation at all and user has subsequently been warned by me and had a number of conversation hijack attempts deleted. While doing that then the user have made their own thread here and also have been going on with Jeremy_NI here.

  • Vocalpoint
    Vocalpoint Member Posts: 4,039 Expert

    @PoorFellow

    Understood. Will be sure to avoid this in my travels. Thank you for the heads up.

    Cheers

    VP

  • chk071
    chk071 Member Posts: 623 Pro
    edited May 2024

    "The troubles happening this weekend, where software I purchased became inaccessible to me, feels to me like a systemic problem with how Native Instruments is managing licenses."

    I'm an owner of NI software for, like, 10 years now, and, such issues, like with any other company, are the big exception.

    The difference between now and prior is the patience of people.

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