Native Access gets stuck on 'Loading Products'

Simon Wienke · 2024-04-25T13:57:00+00:00

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Simon Wienke

I uploaded the newest version of Native Acces…it get's stuck while Loading Products

What can I do?

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Accepted answers

Jeremy_NI

For Win:

First please delete the User Registry entries of Native Access and the NTKDaemon:

Click the Windows Start button at the bottom left side of your screen.
Type "regedit" into the search field, then press Enter to open the Windows Registry Editor.
In the Registry Editor, navigate the folder structure to this location and locate the folder for the NI product that is crashing:
HKEY_CURRENT_USER > Software > Native Instruments >
Delete the "Native Access" and the "NTK" entries

Next please clear the Native Access cache by deleting the following folders:

Click the Windows Start Button on the bottom left of your screen.
Type %localappdata% and press Enter.
This will open the following folder location: C: > Users > *Your User Name* > AppData > Local
go into the Native Instruments directory and delete the "Native Access" and the "NTK" folders

For Mac:

First please clear the Native Access cache by deleting the following folders:

Navigate to the following location: Macintosh HD > Users > your username > Library > Application Support > Native Instruments
Delete the "Native Access" and the "NTK" folders

Next please delete the UserUser plist of Native Access and the NTKDaemon:

Navigate to the following location: Macintosh HD > Users > your username > Library > Preferences >
Delete the com.native-instruments.Native Access.plist and com.native-instruments.NTKDaemon.plist
restart your computer

Mert_NI

https://community.native-instruments.com/discussion/comment/157860#Comment_157860

Hello Wouter De Muynck, sorry for the continuing issue

Can you please try the workaround below:

uninstall NA and NTKDaemon
delete the following folder

Macintosh HD > Users > Shared > Native Instruments > installed_products
C: > Users > Public > Public Documents > Native Instruments > installed_products

download and install NA 3.8.1

Mac ARM: https://drive.google.com/file/d/1wLSCJwzMFgXZgDJlnO6Ilc-GjVB1E4XK/view?usp=drive_link
Mac Intel: https://drive.google.com/file/d/14DmjR8-f7KAV6WxCu_rm-WxX2jxhk1fJ/view?usp=drive_link
Win: https://drive.google.com/file/d/1hSLWL7pFqA8t-3_H93uO1DDdIi0nMixV/view?usp=drive_link

opening NA the first time will open version 3.8.1, but it will self update to version 3.10.3 the next time you open it.
In case the login issue reappears after the update to version 3.10.3 please downgrade to version 3.8.1 again the next time you need to open NA

Please let me know the results afterwards.

All comments

Jeremy_NI

For Win:

First please delete the User Registry entries of Native Access and the NTKDaemon:

Click the Windows Start button at the bottom left side of your screen.
Type "regedit" into the search field, then press Enter to open the Windows Registry Editor.
In the Registry Editor, navigate the folder structure to this location and locate the folder for the NI product that is crashing:
HKEY_CURRENT_USER > Software > Native Instruments >
Delete the "Native Access" and the "NTK" entries

Next please clear the Native Access cache by deleting the following folders:

Click the Windows Start Button on the bottom left of your screen.
Type %localappdata% and press Enter.
This will open the following folder location: C: > Users > *Your User Name* > AppData > Local
go into the Native Instruments directory and delete the "Native Access" and the "NTK" folders

For Mac:

First please clear the Native Access cache by deleting the following folders:

Navigate to the following location: Macintosh HD > Users > your username > Library > Application Support > Native Instruments
Delete the "Native Access" and the "NTK" folders

Next please delete the UserUser plist of Native Access and the NTKDaemon:

Navigate to the following location: Macintosh HD > Users > your username > Library > Preferences >
Delete the com.native-instruments.Native Access.plist and com.native-instruments.NTKDaemon.plist
restart your computer

Simon Wienke

I use OS Sonoma

your support is for windows

PoorFellow

https://community.native-instruments.com/discussion/comment/149531#Comment_149531

If you read further down in Jeremy_NI's unedited answer then you will see that it also says Mac !

Jeremy_NI

https://community.native-instruments.com/discussion/comment/149531#Comment_149531

Not sure what you mean here, have you seen the "for Mac" section?

Wouter De Muynck

@Jeremy_NI , I tried the steps below on MacOS Sonoma 14.4.1 (23E224), but the problem remains. Anything else I can try to solve the issue?

Grtz,

Wouter

PoorFellow

https://community.native-instruments.com/discussion/comment/157860#Comment_157860

I tried the steps below on MacOS Sonoma 14.4.1 (23E224), but the problem remains.

Anything else I can try to solve the issue?

You can try NATIVE ACCESS 3.8.0 (in case of a download problem then try log in to Google)

If that doesn't help then you need to contact N.I. Native Access and Installation Support

At the page N.I. Native Access and Installation Support be sure to scroll down to page bottom to see if there is a log-in request , if there is then log-in , at next page again scroll down and small blue chat box ought occur within 15 seconds. Then write in chat box and when getting suggestions then select did not help when it didn't , that ought to bring you on to either chat with human or open a ticket. (You need to use a browser with Cookie , Security and Extensions settings that will allow for log-in on the page for the page to work)

There has been introduced chat support for Native Access assistance (at least daytime on normal work days)

Please refer to the page : How to get in touch with our Customer Care

Wouter De Muynck

@PoorFellow , I will give it a try, thanks!

Mert_NI

https://community.native-instruments.com/discussion/comment/157860#Comment_157860

Hello Wouter De Muynck, sorry for the continuing issue

Can you please try the workaround below:

uninstall NA and NTKDaemon
delete the following folder

Macintosh HD > Users > Shared > Native Instruments > installed_products
C: > Users > Public > Public Documents > Native Instruments > installed_products

download and install NA 3.8.1

opening NA the first time will open version 3.8.1, but it will self update to version 3.10.3 the next time you open it.
In case the login issue reappears after the update to version 3.10.3 please downgrade to version 3.8.1 again the next time you need to open NA

Please let me know the results afterwards.

Wouter De Muynck

@Mert_NI , thanks for reaching out! Apperently I needed to execute a "Windows"-move on my Macbook to solve the issue. I rebooted my laptop a second time after a reinstall of the latest Native Access-version and problem solved.

Thanks/Grtz,

Wouter

Angel Lara

https://community.native-instruments.com/discussion/comment/158198#Comment_158198

I have tried every single workaroud possible. Erased my registry entries, crash logs, uninstalled and reinstalled, downgraded to 3.8…

I still face the same stuck in loading products problem. Is there really any solution? I have spend so much money on NI software…

Mert_NI

https://community.native-instruments.com/discussion/comment/158589#Comment_158589

Happy to hear that the issue has been resolved😊

Maélandro

https://community.native-instruments.com/discussion/comment/158589#Comment_158589

Could you please be more specific, I'm having the same problem. I really want this to get resolved and start my Kontakt 7 journey

Mert_NI

https://community.native-instruments.com/discussion/comment/158198#Comment_158198

Hello Maélandro, have you tried this wokraround?

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