Native Access (Windows 11) 3.11.1 stuck on "Loading products"

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Michael R B
Michael R B Member Posts: 19 Member
edited October 2024 in Native Access

I am highly suspicious that I'm not the only one in this position, but as it seems to be crickets from NI themselves, I thought I should ask. That is, I just returned from a fairly long vacation and started updating my Windows 11 laptop with various music software updates. As part of that, I fired up Native Access and it duly updated lots of different things. It also said something along the lines of "there's an update to v3.11.1; it will update on exit".

So, out of mild interest, I let it update itself to 3.11.1 (more on this later) and then restarted it. It then got stuck on the Loading Products stage - even when left for literally hours, it didn't complete. There is acknowledgement from NI that there are problems with 3.11 - on Mac, but it seems that there's no acknowledgement of issues on 3.11.1 on Windows. But, I see quite a bit of grousing about this issue on Windows, so I'm pretty sure that this is a widespread problem - even if NI have not yet admitted publicly that it exists.

In my case, I was able to get around it quite simply - someone kindly left a link in another post to a download of 3.8.0 of Native Access, so I uninstalled Native Access and NTK Daemon, restarted the machine (to make sure that there wasn't anything hanging around), installed 3.8.0, and voila, it all worked again. Mind you, it gave me the same message saying "I'm going to update myself on exit" (to which I said "the hell you are") and I duly stopped that from happening by saying No to the UAC prompt (roughly - "do you want to allow this piece of software to mess with your machine").

So, this seems to be a functional solution. But, I'm curious if:

  1. Other users are having this problem (I'm pretty certain that the answer is Yes, but I'm just guessing that I'm not unique), and
  2. Whether NI themselves are aware of the issue with 3.11.1 on Windows 11 and if this will be fixed in any upcoming 3.11.2 version?
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Comments

  • OwenC
    OwenC Member Posts: 2 Newcomer

    I'm on Win10 and this happened to me yesterday but at the time I couldn't log in to either Native Access or the site itself. There was some sort of "token" error. A few hours later, I was able to log into the site and Native Access but there was the same "Loading Products… " thing it was stuck on.

    Currently, Native Access gives an error "Unable to log in" while I'm still logged into the site.

    I'll have to find a previous version like you did.

  • clearscreen
    clearscreen Member Posts: 7 Member

    Same here on Win11. Going back to NA1 worked, as did installing old 3.8.0 - but don't let it update itself…

    Seems fairly widespread issue at the moment. No word from NA yet on a solution other than their working on it it seems…

  • clearscreen
    clearscreen Member Posts: 7 Member

    Great, and now 3.8.0 is stuck on "loading products"….

  • clearscreen
    clearscreen Member Posts: 7 Member

    DOH! Got through it right after I posted that

  • Adrien V
    Adrien V Member Posts: 2 Member

    hello,
    I have the same issue on native access 3.11.1 where loading products is displayed and nothing happen more… Can someone from technical team can review this because we seem alone and many users are in the same issue here.

    I am on Windows 11

  • PK The DJ
    PK The DJ Member Posts: 2,765 Expert

    In my experience, on the rare occassion that this happens (usually after an NA update) I simply close NA and reopen it. Problem solved.

  • shri84
    shri84 Member Posts: 12 Member

    Hello,

    Even I am encountering this issue today. It just gets stuck on Loading products. When you close the window and restart the Native Access, it asks for my login, but login fails. It shows - Unable to login. ????

    Please help! I am in the middle of an important project!! I need to update a bunch of libraries & software!!

  • Sunborn
    Sunborn NKS User Library Mod Posts: 3,757 mod
    edited June 2024

    Hello to all,

    Please be aware that the "Native Access stuck on Loading products" issue, has nothing to do with the version you use. Means that going back to version 3.8 or any other, will not do any good.

    To solve this, follow the steps provided in this thread by @Hayo_NI (Native Instruments Product Team):

    Mac

    • Go to Activity Monitor and close the NTK Daemon process
    • Restart Native Access 2
    • It should take a while, but you should be up and running after

    Windows

    • Go to Task manager and close the NTK Daemon process
    • Restart Native Access 2
    • It should take a while but you should be up and running after

    If the above doesn't work, restart the computer, or try uninstalling the NTK Daemon service only.

    Note: The "tricky" part (the one who is responsible for various issues from time to time), is the NTK Daemon service, NOT the entire Native Access 2 installation. Who ever is familiar with Windows tasks and services and how to deal with them, will solve it manually, very quickly. At the very least, a full computer restart will instantly solve the problem, most of the times. However, note that, if you are using hibernation or similar things, your computer will not do a full restart, thus the problem might remain… You might need to force your computer to do a full restart.

  • shri84
    shri84 Member Posts: 12 Member
    https://community.native-instruments.com/discussion/comment/161346#Comment_161346

    Thanks Sunborn, I did everything you mentioned, still it's getting stuck at "Loading Products" screen.

    One thing you mentioned is - this issue has nothing to do with version. If I install NA 1, it installs and runs properly. Then why am I facing these problems with NA2?

    I did end process for NTK Daemon, then restarted NA2,

    I tried restarting my PC,

    Also tried running the program with - Run as AdmiAdministrator too,

    Nothing I do is getting past the "Loading products" screen. :(

    I am in a middle of an important project where I have to use many Komplete products…. :( :(

  • shri84
    shri84 Member Posts: 12 Member

    Guys good news! I have resolved my issue!!!

    Please try the following -

    1. Right click on Native Access thumbnail and click on - "Open File Location"
    2. Right click on Native Access - then go to Compatibility tab
    3. Click on "Change Settings for all users"
    4. Check the square - "Disable fullscreen optimisations"
    5. Click Apply / Ok
    6. Then start the application & BOOM! It starts for me!

    I hope this works for you too guys! All the best! 👍️

  • PK The DJ
    PK The DJ Member Posts: 2,765 Expert

    @shri84 If that was the cause, can you provide some detail about what kind of system you're running NA on? i.e. laptop or desktop, graphics GPU type, screen size and resolution, any scaling you've applied in your OS.

    Are you certain that was the cause, and not coincidental? If you uncheck the box, does the problem return?

  • shri84
    shri84 Member Posts: 12 Member
    https://community.native-instruments.com/discussion/comment/161445#Comment_161445

    Hmmm, I was quick to jump to conclusions….the above process worked….but the problem persists…NA is getting stuck again….But at least now I have assurance that it starts and works properly (when it does)

    Maybe you have to wait out a lot on Loading Products screen and then try to close tasks (NA & NTK Daemon)

    When it starts, you better update and download as many of your products as you can because you never know whether it will start again in first go….

    I am waiting again on Loading Products screen….

  • Sunborn
    Sunborn NKS User Library Mod Posts: 3,757 mod
    https://community.native-instruments.com/discussion/comment/161402#Comment_161402

    eh… for a while i was happy that you found a solution, but…..

    this problem is really incomprehensible to me… it should be solved quickly but yet, some users (like you) still have it even if done all the necessary steps to solve it (rephrase: all the known necessary steps to solve it)

    at this point we should invest what are the major differences between a system that does this task quickly and a system that stuck in "loading products"…. could be the antivirus? or some other Windows process that interferes with NTKD?

    about using the legacy Native Access 1, is really not an option, since it does not recognize new versions from lot of apps (including Kontakt 7 and Reaktor 6.5)… however, if you only own old products (Kontakt 6, Reaktor 6.4 or earlier etc) and you do not plan to update, then yes, use it.

  • shri84
    shri84 Member Posts: 12 Member

    Guys good news! I have resolved my issue!!!

    Please try the following -

    1. Right click on Native Access thumbnail and click on - "Open File Location"
    2. Right click on Native Access - then go to Compatibility tab
    3. Click on "Change Settings for all users"
    4. Check the square - "Disable fullscreen optimisations"
    5. Click Apply / Ok
    6. Then start the application & BOOM! It starts for me!

    I hope this works for you too guys! All the best! 👍️

  • shri84
    shri84 Member Posts: 12 Member
    https://community.native-instruments.com/discussion/comment/161458#Comment_161458

    This seems to be a solution. The only workaround is you let Loading Products screen go on for a while (10 mins or so) then carry out the usual the excercises - End tasks of NA &NTK….try to restart NA, etc….then shut down your PC completely.

    Start the PC again, then repeat the above given Compatibility excercise again then BOOM! It's working again.

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