"Unable to log in, check our knowledge base"?

DMcKay · October 11

I have been trying for a month. I had no issues with logging into Native Access on my new ASUS Vivobook a month ago. One day I came in to log in, and got the "Unable to log in, check the knowledge database" message.

Well, between myself and my company IT person, we have tried everything suggested and then some but there is no way to log in. We even removed all NI files from the computer and reinstalled. Nothing. All anti-virus, VPN, cleaners, firewall had been removed. Nothing.

I used an ancient laptop this morning (An older HP) and logged in no problem, but it is not capable of music production. Aside from my IT guy wiping the computer and doing a clean install of everything (I'm not paying an IT person for something that should work)

Has anyone else had these issues. Where is the support?? I was going to pick up Komplete 15 and the MK3 keyboard, but not if it's not going to let me create

Jeremy_NI · October 14

If you have tried all the troubleshooting steps avaolable, please get in touch with our support here: https://bit.ly/NI_support_NA

Mert_NI · November 6

https://community.native-instruments.com/discussion/comment/188162#Comment_188162

Hello WimJ, if you made sure that you are using the latest Native Access version and tried the steps in this Knowledge Base Article below:

Native Access Error: "Unable to log in"

Please create a support ticket or open a chat support using this link below:

https://bit.ly/NI_support_NA

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

I hope this helps☺️

Jeremy_NI · October 14

If you have tried all the troubleshooting steps avaolable, please get in touch with our support here: https://bit.ly/NI_support_NA

DMcKay · November 4

I have been in touch with support and tried everything. My company IT guy even tried. I started up an old laptop that isn't up to music production standards, and it worked right away. In the same room, same IP address.

Neither computer had any anti virus, firewall or VPN running at the time. We are stumped and I have now been without access to any of my VST's on Native Access for months. I need a solution!!!!

Jeremy_NI · November 5

https://community.native-instruments.com/discussion/comment/187936#Comment_187936

I see that you didn't get back to my colleague after his last message on October 14th, please get back to him to let him know the last steps didn't help.