Kontakt 7 installation - please help me

johngoodall
johngoodall Member Posts: 4 Newcomer
edited October 2024 in Native Access

I am completely stuck.

Every time I try to update to Kontakt 7 (v7.10.5) in Native Access I get an "Installation failed: you need to grant full access…" message. I have read the advice in the support article but both Native Access and NTKDaemon have full disk access, and always have. I have tried toggling on and off, restarting each time but it's still not working.

I have a 2018 Macbook Pro (Sonoma 14.5 / 2.2 GHz 6-Core Intel Core i7) with an external HDD, both HDDs are APFS format - it will not install to either.

I managed to copy the downloaded Kontakt_7_Installer.dmg file to my external HDD before Native Access deleted it on a failed install, but when I run the Kontakt 7 Installer Mac.pkg it says it "Failure. Installation folder not found…".

I cannot see anywhere in the Support section to find someone to speak to to get this sorted. This has been going on for a month now. I am reluctant to uninstall Kontakt 7 because I may not be able to reinstall it, which would be catastrophic. If anybody has any suggestions, even if it is to let me know how I can speak to someone at NI Support, please let me know.

Please, Native Instruments, I love Kontakt and my Kontrol S61 but I cannot currently access updates to products I have paid for - please help me.

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Comments

  • Mert_NI
    Mert_NI Customer Care Posts: 655 mod
    edited June 2024

    Hello John,

    I'm Mert from Native Instruments customer care team. In this case best way to solve this issue, would be contacting the support services individually by opening a ticket or requesting a chat support, so our support team can take care of this situation.

    Please visit this site:  https://bit.ly/NI_support_NA and you will be able to open a chat support clicking on the "chat icon" on the right bottom of your page, just besides the "online community" section.

    Screenshot 2024-06-05 at 16.42.00.png

  • johngoodall
    johngoodall Member Posts: 4 Newcomer

    Thanks, Mert. I've now done that. Fingers crossed…

  • johngoodall
    johngoodall Member Posts: 4 Newcomer

    Update, in case anyone else comes across this post: I received an email from NI Support today, with a link to a direct (beta) installation. That download installed "an update" - I didn't check the version number. After installation, the notification to update was still present in Native Access, however I then updated from within Native Access, and this time it worked (or it may have just turned from "update me" to "updated" - I was on the phone at the time so not fully concentrating!) Anyway, the point is, if you are having trouble with installing anything, just speak to the very helpful NI Support team (featuring Mert and Cliona) - thanks, both!

  • Mert_NI
    Mert_NI Customer Care Posts: 655 mod
    edited June 2024
    https://community.native-instruments.com/discussion/comment/158296#Comment_158296

    Thank you for letting us know John. Happy to hear that the issue has been resolved and we could help to solve that😊

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