Native access stuck on loading products. (Native Access 3.10.3)

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Answers

  • Paul Griffiths
    Paul Griffiths Member Posts: 1 Member

    I'm a bit obsessed with trimming windows services down to a minimum to get the best performance.

    One of these services that I stopped prevented the new version of Native Access from running. (stuck on downloading products)

    For windows check your services and make sure you have NetTcpPortSharing service running.

    from the start bar type services and run and administrator.

    You could stop the NTKDaemonService, then relaunch Native Access as administrator.

    (Assuming you have your firewall allowing all the right things out and in)

    native access.PNG

  • Mert_NI
    Mert_NI Customer Care Posts: 604 mod
    Answer ✓

    Hello guys,

    If you are having issues with your Native Access page stucks in "Loading Products" screen, please try this workaround:

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

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

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

    1. Click the Windows Start Button on the bottom left of your screen.
    2. Type %localappdata% and press Enter.
    3. This will open the following folder location: C: > Users > *Your User Name* > AppData > Local
    4. 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:
     

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

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

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

    Please let me know about the results☺️

  • itronic
    itronic Member Posts: 3 Member

    Hi,

    I am on Windows 10, and stuck on loading products.

    I have followed the instructions, but the latest installation attempt is still stuck on loading products. Out of interest, I noticed that in Appdata\Roaming there is also a lot of NA information, which is not removed when NA is uninstalled. Should any of these folders be removed as well? (I noticed some updater folders with older dates, and cache folders where there were files with today's date and also some dated a year ago.

    I have raised a case on support, so will feed back any findings.

  • zvenx
    zvenx Member Posts: 4 Member
    edited September 27
    https://community.native-instruments.com/discussion/comment/162118#Comment_162118

    Spent most of yesterday trying to get NA to work.

    I had been on away for a few weeks..

    update on mac worked fine.. saw that NA had some updates for me to do, and it also suggested I updated to 3.14.. well why did I ever do that update before the downloaded updates of the NI stuff I have.

    It is stuck on Loading products.. tried uninstall, reinstall, delete the cache (before I saw this post), tried the regedit thing..

    nothing works. still stuck..

    I had an older NA 2 install, tried that and it downloaded some of the products but it isn't aware that the leap products found in K8 exist so it didn't see those, and then it too updated to 3.14 and back to square 1.

    What I do notice though there was no NTK daemon running in Task Manager Processes (as I saw in some NI mod posts last year for loading projects issues)..

    help please.

    thanks

    rsp

    There is also a log in roaming:

    [2024-09-27T12:56:21.738Z] [main] [info] Native Access: electron app ready {
    version: '3.14.0',
    apiEnvironment: 'production',
    buildPlatform: 'win32',
    buildArch: 'x64',
    configDaemonVersion: '1.21.0.0',
    configDaemonBuild: 'release',
    buildConfig: 'production',
    commitHash: '*deleted just in case this is some copy protection thing*'
    }
    [2024-09-27T12:56:21.773Z] [main] [warn] (ElectronLanguageDetector) Unsupported options.fallbackLng type, expected string object
    [2024-09-27T12:56:22.465Z] [renderer] [info] Loading frontend app...
    [2024-09-27T12:56:22.514Z] [renderer] [info] Rendering react root
    [2024-09-27T12:56:22.563Z] [main] [info] (update) auto updater initializing
    [2024-09-27T12:56:22.565Z] [main] [info] (update) Checking for update
    [2024-09-27T12:56:22.580Z] [main] [info] (update) Generated new staging user ID: a3a2dbd0-5adc-57bc-97ab-739dbf070dc0
    [2024-09-27T12:56:23.781Z] [main] [info] (update) Update for version 3.14.0 is not available (latest version: 3.14.0, downgrade is disallowed).
    [2024-09-27T12:56:23.781Z] [main] [info] (update) update not available
    [2024-09-27T12:56:26.578Z] [main] [info] (NI Event Bus) Sending event Application start
    [2024-09-27T12:56:26.581Z] [main] [info] (NI Event Bus) Sending event UI visible
    [2024-09-27T12:56:26.582Z] [main] [info] (NI Event Bus) Sending event EULA shown
    [2024-09-27T12:56:27.466Z] [main] [info] (NI Event Bus) Sending event EULA accepted
    [2024-09-27T12:56:28.484Z] [main] [warn] { name: 'DaemonClientError', message: 'Timeout' }
    [2024-09-27T12:56:30.495Z] [main] [warn] { name: 'DaemonClientError', message: 'Timeout' }
    [2024-09-27T12:56:30.497Z] [main] [error] (daemon startup) Daemon version check failed: DaemonClientError: Timeout {"stack":"TypeError: Timeout","message":"Timeout","name":"DaemonClientError"}
    [2024-09-27T12:56:30.619Z] [main] [info] (daemon startup) Attempting to start the Daemon
    [2024-09-27T12:56:32.106Z] [main] [info] (daemon startup) start: DaemonStatusEvent received: 2
    [2024-09-27T12:56:32.107Z] [main] [info] (NI Event Bus) Sending event Daemon status: ok
    [2024-09-27T12:56:33.501Z] [main] [info] (auth) auth handler: received event with userLoggedInEvent, refreshing auth
    [2024-09-27T12:56:34.051Z] [main] [info] (auth) auth handler: username changed, updating uret)
    [2024-09-27T12:56:34.056Z] [main] [info] (NI Event Bus) Sending event User logged in
    [2024-09-27T12:56:34.471Z] [main] [info] (NI Event Bus) Sending event Message loading products
    [2024-09-27T12:56:34.471Z] [renderer] [info] (useCheckDaemonStatus) Check daemon status: Waiting for app to be ready...
    [2024-09-27T12:56:34.789Z] [renderer] [info] (rtk/daemonApi) The cache is not ready yet

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,550 mod
    https://community.native-instruments.com/discussion/comment/180448#Comment_180448

    Please get in touch with our support: https://bit.ly/NI_support_NA

  • zvenx
    zvenx Member Posts: 4 Member

    Thanks I can't seem to get in.. I have been trying for over a week now.. It tells me click log on for support,which I do (already logged in btw) then it takes me back to the top of the page and I click native access and it tells me the same thing… (Firefox).

    rsp

  • zvenx
    zvenx Member Posts: 4 Member

    Safari seems to be allowing me to contact them.. thanks

    rsp

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