Missing Products

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Difyrnt
Difyrnt Member Posts: 13 Member
in Native Access

I Just updated to Komplete 15 and started to download some products, until one failed, so I restarted Native Access and started it back up and I went from having hundreds to just 33 is this normal? is there a bug or something, because I definitely have more then 33

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  • pragsmike
    pragsmike Member Posts: 3 Member

    Same, except I have 37 instead of the hundreds I normally have. Rather alarming. I tried the Maintenance / Locate Products menu (on the left margin), but it reported "Found 0 products" even though it seemed to be looking in the correct directory where the files definitely exist.

  • Mert_NI
    Mert_NI Customer Care Posts: 936 mod

    Hello guys, which operating system that you are using? If you are using macOS,

    Please make sure you are running Native Access 3.14.0 by either updating or downloading it from our website:

    Native Access 2

    If you are receiving the "Download Failed" error message, please perform the following steps: 

    1. On your Mac, choose Apple menu > System Settings, then click [your name] at the top of the sidebar.
    2. Click iCloud on the right, click Private Relay, then turn off Private Relay.

    If not or if the issue persists, can you please send us a screenshot so I can understand the issue easier and help you to solve that as soon as possible.

    I hope this helps☺️

  • Difyrnt
    Difyrnt Member Posts: 13 Member

    This is just weird, now they all came back, but every time I download something it fails.

    Screenshot 2024-09-23 at 9.59.02 AM.png Screenshot 2024-09-23 at 10.01.22 AM.png
  • Mert_NI
    Mert_NI Customer Care Posts: 936 mod
    https://community.native-instruments.com/discussion/comment/179244#Comment_179244

    Hello Difyrnt, sorry for the issue.

    Can you please create a support ticket or open a chat support using the link below:

    https://bit.ly/NI_support_NA

    So our team can help you to solve that issue as soon as possible.

    I hope this helps☺️

  • pragsmike
    pragsmike Member Posts: 3 Member

    I'm running Windows 11. I just clicked the refresh button in Native Access and now I see the products I expect. However, when I try to download, I get "Download failed". My theory is that the servers are getting hammered by everyone in this hemisphere waking up and downloading Komplete 15 all at once, so I'll try to be patient and will try again later.

    Please let us know if there's something else we need to do. Thanks for the quick response!

  • Difyrnt
    Difyrnt Member Posts: 13 Member

    Mac Ventura 13.7

    Screenshot 2024-09-23 at 10.16.49 AM.png
  • Florian_W329
    Florian_W329 Member Posts: 1 Member

    i have the same issue. the new products dissappear when I downloaded something and they appear again when I refresh my library…

  • Difyrnt
    Difyrnt Member Posts: 13 Member
    Screenshot 2024-09-23 at 10.30.48 AM.png

    This also happens and I have Kontakt installed.

  • Andy-VS
    Andy-VS Member Posts: 1 Newcomer

    Hi, same issue here (Windows 10) All Kontakt Leap Expansions are missing and sometimes I own only 33 Instruments- Refresh don't solve the problem.

  • Donkey Oaty
    Donkey Oaty Member Posts: 48 Member

    I was OK until a download fail - and then a significant proportion of the products I own and the products that were added in 15 failed to show. I rebooted it. It was then signalling that I have a 38.67 GB undate to Kontakt Factory Library 2. (I updated everything recently), now it's stating I'm up to date. I too suspect server overload.

  • van der Haven
    van der Haven Member Posts: 8 Member

    Hi, Same issue here on Windows 11, I started with Install all in Native access, after a couple of hours I checked and noticed that there were a few products ready for install, but the process was not running, they were all Izotope plugins, I could install them. Then I checked and noticed that a lot of products were missing.
    I restarted my PC and started Native Access again and the noticed that there were a lot of installed products.
    I start to download one (Kontakt 8) and this gave "Download failed".
    Maybe the Native instruments server can not handle all the traffic for the release of version 15?

  • Tom Collins
    Tom Collins Member Posts: 146 Advisor

    I have the same, I suspect NI is having busy servers and that we all just have to find what little patience we have… :)

  • Difyrnt
    Difyrnt Member Posts: 13 Member

    And I believe Its missing some instruments that came with Komplete 15 I noticed Kithara and a few others were not in my Native Access. Native Instruments….Whats going on here?

  • djwaxxy
    djwaxxy Member Posts: 57 Member

    i bought k15 collectr edition update and im missing loads of products from the available tab and the ones which are showing every one has failed and wont install.

    im on windows 11

  • Vocalpoint
    Vocalpoint Member Posts: 4,041 Expert
    https://community.native-instruments.com/discussion/comment/179259#Comment_179259

    Oh boy - here we go!

    Just as I suspected back here:

    Ask Kontakt 8 creators anything - Page 4 — Community (native-instruments.com)

    With this post:

    image.png

    Looks like Native Access is no better off than we were back in Sept/Ocy 2022. Sigh.

    VP

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