How many Days and how many Requests does it need to get real help from NI-Support

fahl5
fahl5 Member Posts: 25 Member
edited May 2024 in Kontakt

I do have a Problem since the beginning of May with a terribly unstable authentification of an extra bought third Kontakt 7 Licens in a 3 PC-Setup. it is more than two weeks, that I have posted Requests about this Problem without any more than links to the FAQ-Section or advices which are more or less identical to them. It took Weeks that I was asked to run the Support tool on my system, but even with that Support-Tool-info no one ever reacted in any way at least trying to understand or even solve my Problem. My very first Request was closed in very short time as allegdely "solved", which was simply not the case. Most of my requests are left completely without any Answer. After I asked just to refund me for the not working third License, I got the wrong promise, that the Problem would be "escalated to a specialist" which should reach me via E-Mail, but while I still get all Requestconfirmation and Advertising-Mails from NI, no E-Mail of any so called "Specialist" ever reached me. Now I go on posting Request nearly every day just to remind them that I have payed them Money and they up to now never provided in any reliable way, for what I have payed for. And even my requests to just refund me, if they are not willing to provide the Licens I have payed for are either completly ignored or answered with fasle promises about "Specialists" which should contact me via E-Mail what in all thoses Weeks in fact never happend.
So here is my question: Does others expirience any likewise Support-Martyium with the so called NI-Support, or how long and how many request does it take for you to get more help, than just a few superficial Links to FAQ-Pages or suggestions, which does not go in any way beyond what is written there. Could anyone remeber, that a Member of the Supportteam really does anything like a Mistake-Analyse or Problem tracking? Answer on documentation about the Problem and the Systems where it occurs or simply anything realy constructive and helpful?

Answers

  • Maciej Repetowski
    Maciej Repetowski Member Posts: 681 Guru

    What would be really constructive and helpful:

    1. Please stop writing wall of text, I lost my will to live after reading this ;)
    2. What do you mean by "Unstable Authentication" specifically?
    3. What is your PC configuration and OS and what software do you use?

    After providing this, NI users here might be able to help.

  • fahl5
    fahl5 Member Posts: 25 Member
    edited May 2024
    1. one gets fairly easy a "wall of text" if you are 2-3 Weeks constantly trying in vain to get any technical Support (and yes, it is not that helpful for any "will to live" to be ignored by the technical Support for Weeks ;-) ).
    2. Unstable means, that nearly every day I got different results:
      1. the plugin might be opened licensed, the standalone not,
      2. the standalone might be licensed the plugin not
      3. both are licensed (for a session)
      4. both are not licensed at all
      5. sometimes it helps to delete the Native access.xml, sometimes it does not
      6. sometimes it helps to open Native Access as Admin or to open the Hostsoftware (Vienna Ensemble 7 Pro) as admin sometimes it does not
      7. sometimes it helps to completely uninstall the Software (including deleting the Kontakt.json files) sometimes even that does not help at all.

    That is what I call "unstable" or unreliable not to say unpredictable. - And I am sorry to say, I fear, the authentificationsystem would play of course its part in that mess.

    3. I have got 3 PC-Systems in my setup and I have three different K7 Licenses (a. as PArt of Komplet 14 CE b. as update from a former separate Kontakt License, c. as recently bought additional K7 Bundle License. The System which shows those Problems is a Dual-Xeon (72 Cores) Win 11 Pro for Workstation-Systems. And after all, it seems to me, as if the NI-Authentification-Systems might be not enough tested on high-end-Systems like that.

    I would be really surprised, when ever a "NI user" would be able to help, where the NI-Support completely fails since weeks. Therefor my question was not. Please Users help me to solve this obviously technical Problem, but help me to get the NI-Technical-Support to do his job.
    Currently they just seem to completely refuse exactly that what they are payed for.

    What I think would be helpful:

    If a customer has "more than one" License of a certain NI-Software in his NI-Account (what seems to me not so unrealistic for Kontakt since pretty much of the available Samplelibraries need Kontakt to be used), why could it not be listed as distinct licenses in Native access, to allow to decide precisely which License is registered for which PC-System as we know that for instance from the ILok System.

    Currently we just can see (in Native access at least) that we have "a" License for a certain software, but neither on "which" serial this License was registered nor which other Licenses for this Software are left, available or already in use on other Systems.

    All that remains currently completely undefined and I fear that might be part of the reason for my problems, since I also need to be able to use Kontakt 7 also on my other PC's and in some cases (when working with larger Orchestral Samplelibraries) I need to use Kontakt simultaneously on more than one PC (which is currently the Limit for a regular License)

  • PoorFellow
    PoorFellow Moderator Posts: 5,459 mod
    https://community.native-instruments.com/discussion/comment/156121#Comment_156121

    F.Y.I. :

    How can I solve unstable Kontakt 7 Licening on my 3. (Dual-CPU)Server-Samplelibrary-Slave-PC

    I have Komplete, 3 PC + a 2nd Kontakt Licens. How can I download a Kontakt Player for the 3rd PC?

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,390 mod
    edited May 2024

    @fahl5 You're already in contact with my colleagues, my colleague even got back to you today. Not 100% sure if it's related but your setup is not the standard one, I can understand it is frustrating but postng about it everywhere or creating new tickets when our agents are already in contract with you will not make things faster. Thanks for your patience and understanding on this. Closing this thread as you already have several active ones.

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