Contacting support / several Kontakt 7 Libraries are not loading

Charlie Ernst
Charlie Ernst Member Posts: 10 Member
edited October 2024 in Kontakt

Hi. I just migrated from Kontakt 7 on a MAC mini (Intel) to a MAC Studio (M1) Almost all of my libraries work. Analog Dreams, DrumLab, Ethereal Earth, and Hybrid Keys show up in Kontakt 7, Native Access shows them as installed and pointing to the correct file location. They fail to load, however.

When I try to reinstall them, it fails. Everytime.

How can I get these installed?

Thanks,

Charlie Ernst

Logic Pro 11

MAC STUDIO Sonoma 14.5

Kontakt 7.10.5

Answers

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,389 mod
    edited June 2024

    Do you get an error message? What happens when you try to load them? Is it in Kontakt in standalone, in your DAW? Both?

    When reinstalling, do you get an error message from Native Access?

    Have you checked this out?

    https://community.native-instruments.com/discussion/30944/kontakt-libraries-go-missing-in-kontakt-and-native-access

    Also you seem to ask how to contact support, or at least from the title. Well, there's a dedicated support section on our website. For Kontakt issues, that would be the direct link: https://bit.ly/NI_support_kontakt

    And this is how to get in touch: How to get in touch with our Customer Care 📧

  • Charlie Ernst
    Charlie Ernst Member Posts: 10 Member

    Hi Jeremy. Thanks for the response. The ChatBot was not connecting for me when asking about this, and there was no direct button to click to contact support, which is why I reached out in the community.

    Anyway, I get the message that Kontakt 7 cannot be loaded as it was downloaded at an unknown time?

    Screenshot 2024-06-07 at 9.04.19 AM.png
    Screenshot 2024-06-07 at 9.05.05 AM.png

    I ended up reloading one by one all of the libraries. Some still do not load, even though all of the libraries are shown in the proper file location.

    Screenshot 2024-06-07 at 9.15.19 AM.png

    So, if I'm reading your post right it's a Native Access issue? I have downloaded the latest version from the website. Will following the instructions posted above solve my issue?

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,389 mod

    Well, first of all, the default location is the following: Macintosh HD/Users/Shared/Native Instruments

    It seems that you installed everything at the root of the Shared folder. Not sure if it's an issue but I already see folders that are not NI products, like these CleanMyMac folders. I would recommend to keep everything in it's right place, not to get other issues later in time.

    Also we don't recommend CleanMyMac and such programs, you can read all about it here: Notes on Using Registry or Property List Cleaning Utilities

    Once everything is set to the correct location in Native Access, if you still have missinbg products, then follow the steps above.

    To open Kontakt 7 again, please try the following: Kontakt Crashes

  • Charlie Ernst
    Charlie Ernst Member Posts: 10 Member

    Thanks. So I've followed the instructions for Kontakt Crashes above and I cannot open Kontakt 7 in stand alone mode. Apparently I've moved the library some how from where it needs to be. When I clidk on Relocate from Native Access it selects a few effects that I have broken paths.

    At this point I should probably uninstall everything and start again? Is there a proper way to do this?

    Thanks in advance,

    Charlie

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,389 mod
    edited June 2024

    @Charlie Ernst Kontakt 7 is not a library, it is the main application. As an application it should be installled on this location: Macintosh HD → Applications → Native Instruments

    As a reminder: How to Change the Install Locations in Native Access

    Uninstalling is a lot of files deleting, all is described here: How to Uninstall Native Instruments Software from a Mac Computer

  • Charlie Ernst
    Charlie Ernst Member Posts: 10 Member

    So, and I apologize for being a MAC OS newbie, can I just drag Kontakt 7 to the proper location in the Applications folder, or should I uninstall it and re-install it?

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,389 mod
    https://community.native-instruments.com/discussion/comment/158872#Comment_158872

    Uninstall and reinstall is the way to go.

  • Charlie Ernst
    Charlie Ernst Member Posts: 10 Member

    Hi Jeremy, I have Kontakt 7 back up and working properly. Thanks. I still cannot load the products that I listed in my first post, above. When I watch them download through Native Access each one gets to the end of the data load and then fails. For example, Analog Dream is ,say, 6.91 gigs, or whatever the size is, I’m not sitting in front of my computer to see the exact size. In any event, 6.91 gigs downloads, it pauses, then says the download failed. I’m guessing it doesn’t install.

    I followed the instructions on how to remove the products from my Mac thinking that it would fix the problem, but it doesn’t. Can you help me get those instruments installed?

    Thanks,


    Charlie

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,389 mod
    https://community.native-instruments.com/discussion/comment/159446#Comment_159446

    It looks like a more complicated issue, please get in touch with my colleagues here: https://bit.ly/NI_support_NA

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