Native access update downloads are very slow since last week

mikijoe1
mikijoe1 Member Posts: 9 Member
in Native Access

Hello,

I have an excellent internet connection (optical fiber 2GB/s) that allows fast download on many websites (up to 150MB/s) but since last week with native access 3.14.0 the versy small updates (less than 1MB) take around 5 minutes to download.

Is there a problem at the moment with Native access downloads ?

Capture d’écran 2024-10-14 à 21.21.29.png

Best Answers

Answers

  • joeflyer59
    joeflyer59 Member Posts: 1 Member

    Same here - I purchased the new Kontakt the day it released and I've STILL not been able to use it due to the update stalling out and the time left does NOT move either - I've currently been stuck on "7 minutes remaining" for the last 20.

    Screenshot 2024-10-14 at 1.53.51 PM.png

  • BariMan
    BariMan Member Posts: 5 Member

    Same problem. I have a 1GB download and when I connect to Avid or Spitfire or Steinberg it runs at 80-90% of that. Native Access stalls and takes 2 minutes to download 140KB!! Servers must be taxed. This has been a problem ever since the Izoptope merger.

  • mikijoe1
    mikijoe1 Member Posts: 9 Member

    then if it's NI server that may be overloaded, why do they asked me all information from my system (logs, etc) ? I'm sure the problem is not on my side, I would like NI to confess to having issues in their side

  • Mert_NI
    Mert_NI Customer Care Posts: 604 mod
    Answer ✓

    Hello guys, as mikijoe1 said this issue can be related to the Native Instruments servers, does the issue persists?

    Also, have you tried the steps in this Knowledge Base Article below:

    My Native Access Downloads Are Taking Too Long

    Also, if this issue is happening in the Windows computer, here is the Knowledge Base Article that can help you to solve that:

    Fixing Software Update Installation Issues (Windows)

    Please let me know.

    I hope this helps☺️

  • mikijoe1
    mikijoe1 Member Posts: 9 Member
    edited October 23

    I still have the issue and have opened an incident ticket to NI support.

    Download is still ridiculously slow using Native Access, suggesting a server load problem.
    Although when I download ressources on NI website, everything is very fast.

    It looks like the very small updates (less than 1MB) take more time compared to biggest updates.

    See attached video :

    https://youtu.be/FNgte3I4W9w

    I also tried the recommended solutions procedures :

    1. testing my internet connection ⇒ done (>850Mbps download speed)
    2. resetting my network gear ⇒ done
    3. An unsupported VPN is being used ⇒ no, I don't use any VPN
    4. Use a cable connection instead of WiFi ⇒ same issue
    5. Network capacity ⇒ no scheduled cloud tasks, no syncing, no streaming or file sharing activity on my network
    6. Firevault on mac ⇒ enabled or disabled, same issue
    7. MacKeeper / Mac Tonic / Mac Auto Fixer ⇒ no such application installed
    8. Firewall is blocking Native Access ⇒ no firewall installed, the ISP equipment firewall is configured at lowest level
    9. Proxy ⇒ no proxy is being used
    10. Antivirus is blocking Native Access ⇒ no antivirus is installed on the Mac

  • mikijoe1
    mikijoe1 Member Posts: 9 Member

    The issue is still there for me, slow downloads, it looks like all expansions have to be updated, expansions are particurarly slow compared to other intruments updates

  • Mert_NI
    Mert_NI Customer Care Posts: 604 mod
    Answer ✓
    https://community.native-instruments.com/discussion/comment/189744#Comment_189744

    Hello mikijoe1, I created a support ticket for you and asked a support tool there.

    Please check your email and send us the support tool as an answer to that email(not here please) so our team can help you to solve that as soon as possible.

    I hope this helps☺️

  • mikijoe1
    mikijoe1 Member Posts: 9 Member
    https://community.native-instruments.com/discussion/comment/190466#Comment_190466

    Hello, I had already created a ticket to NI support (#4399152) and provided all logs and followed all recommended procedures, there is no solution provided by the support, they are now asking me to try another internet connection. I can't at the moment do anything else than doing a connection sharing on my Iphone (which has a slower speed connection compared to my house optical fiber ISP)

  • Mert_NI
    Mert_NI Customer Care Posts: 604 mod
    https://community.native-instruments.com/discussion/comment/190548#Comment_190548

    Hello mikijoe1, I alread created a new ticket for you(4420050) and asked you a support tool to check what is causing this issue in yoru system so can you please check your emails again(please make sure that you check also spam folder0 and send us the result as an answer to that email(not here please) so we can understand what is causing this issue and help you to solve that as soon as possible.

    I hope this helps☺️

  • Pommes
    Pommes Member Posts: 1 Newcomer

    Hello,

    I have the same issue, updates taking hours, 1mb downloads take like 10 minutes.

    Can you fix the issue, please?

    Thank you

  • mikijoe1
    mikijoe1 Member Posts: 9 Member
    edited November 28
    https://community.native-instruments.com/discussion/comment/194155#Comment_194155

    There was no solution proposed by NI support, they just asked to run their analysis tool and provide the logs, then no feedback has been given. I assume it's a problem on NI server datacenter side, I have tried downloading from different Mac, different locations, it's alsways the same issue. Now I have 3 updates (expansions Faded Reels, Ignition Code, Magnetic Coast) which are a few hundreds kilobytes each, they are very long to be downloaded, 5 to 10 minutes each, I'm not sure but it looks like all expansions downloads are very slow, not sure for the other big plugins more than 10GB, maybe the server where the expansions are is the most impacted

    Capture d’écran 2024-11-28 à 16.12.11.png

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