How long does it takes until the Support answers my Ticket ?

manux148
manux148 Member Posts: 7 Newcomer
edited November 9 in Tech Talks

I can't found mashine software in Native Access.

I post a ticket, but I have no answer.

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  • Kubrak
    Kubrak Member Posts: 3,054 Expert

    It takes from several hours to several days. And no answers during weekend.

    Have you received confirmation letter that Ticket has been registered in system? Have a look in SPAM folder as well. If not, something most probably went wrong. In that case, the best is to insert a new Support Ticket.

  • PoorFellow
    PoorFellow Moderator Posts: 4,421 mod
    https://community.native-instruments.com/discussion/38246/how-long-does-it-takes-until-the-support-answers-my-ticket

    I post a ticket, but I have no answer.

    You ought to have had at least a ticket confirmation email and as already suggested by Kubrak then also take a look in SPAM folder as well. Else support does not work weekends , and if you got a confirmation email then you ought to get a response within a work week, if you didn't get any confirmation email or an answer within a week then update your ticket or this thread to let us know (please use the quote below post to alert the one that you address or use the AT as I am using it here @manux148 )

  • manux148
    manux148 Member Posts: 7 Newcomer

    Thanks for your answers.

    Yes, I receive an ticket confirmation email and I hope to receive an answer to my problem rapidly.

    I bought a maschine MK3.

    I register it with Native access but I don't see the include softwares in Native Access:

    -MASCHINE software.

    -MASCHINE Factory Library.

    -Komplete Select.

    Without this software the maschine MK3 is useless.

  • manux148
    manux148 Member Posts: 7 Newcomer
    https://community.native-instruments.com/discussion/comment/189502#Comment_189502

    Thanks for your answers.

    Yes, I receive an ticket confirmation email and I hope to receive an answer to my problem rapidly.

    I bought a maschine MK3.

    I register it with Native access but I don't see the include softwares in Native Access:

    -MASCHINE software.

    -MASCHINE Factory Library.

    -Komplete Select.

    Without this software the maschine MK3 is useless.

  • Kubrak
    Kubrak Member Posts: 3,054 Expert

    @manux148

    I am not sure, functionality might have changed over the years and over several iterations of Native Access…

    It used to be so, that one has registered HW (Maschine) in Native Access, then had to go to his NI account with licences and copy Licence for bundled SW (Maschine SW and maybe also Komplete Select) to Native Access. (The not yet used licences should be listed on very top of page.)

    Maybe it works differently now, and something else went wrong, but you may log to your account and check.

  • manux148
    manux148 Member Posts: 7 Newcomer

    I have a licence for MASCHINE MK3 R2 HW. I register it in Native Access but there are not any licences in my account or Native Access for

    - MASCHINE software.

    - MASCHINE Factory Library.

    - Komplete Select.

    I just see serial numbers for my maschine MK3 and other product I have purchased.

    The maschine mk3 I have purchased is a stock B.

    When I register my product I received an email with:

    """

    Thank you for your recent purchase or new product registration. The included software is now available for download via Native Access - simply log in to access.

    YOUR PRODUCTS:

    Reaktor Prism for Maschine
    Monark for Maschine
    Massive for Maschine

    """

    but nothing for :

    - MASCHINE software.

    - MASCHINE Factory Library.

    - Komplete Select.

    is it possible there is a problem with the serial number of my maschine mk3 and the software normally

    associate with it?

    Thanks for you answer.

  • PoorFellow
    PoorFellow Moderator Posts: 4,421 mod
    https://community.native-instruments.com/discussion/comment/189842#Comment_189842

    is it possible there is a problem with the serial number of my maschine mk3 and the software normally

    associate with it?

    The maschine mk3 I have purchased is a stock B.

    A stock B stock shouldn't matter , and it is possible that there has been something wrong with the serial , but it is also entirely possible that it is just another hiccup which has been seen in the odd case from time to time.

    Don't worry , as annoying as it is then if you have bought the unit from an authorized dealer or from N.I. themselves then you ought not have any reason to worry. As annoying as it is then N.I. ought to fix it for you.

    In any case then please check the MY PRODUCTS, SERIALS, AND DOWNLOADS page to see if the products are listed there as either Not registered or as Registered Products. If they lists as not registered then copy the serial and then add it in Native Access where it says Add Serial. If product lists as registered but does not show in Native Access then be sure to be using latest version of Native Access for your OS (unless you are using a legacy OS , Mac 10.15 and earlier / Win 7 downloads), else try resetting the Native Access XML file , look at section 8 here : My Product is Missing in Native Access.

    You can also try adding the hardware serial in Native Access again to see if that makes any difference , after doing that then remember to exit N.A. and reboot and then check again.

    If none of that is of help then wait for support to get back to you as I wrote earlier.

  • manux148
    manux148 Member Posts: 7 Newcomer
    https://community.native-instruments.com/discussion/comment/189845#Comment_189845

    Thanks for your answer.

    I try all the solutions you mantioned.

    I also try to uninstall all native software and reinstalled Native Access.

    Always the same problem.

    I 'm not worry. It's just frustrating to buy a new product and not being able to try it.

    I hoped a rapid solution from native.

  • PoorFellow
    PoorFellow Moderator Posts: 4,421 mod
    edited November 10
    https://community.native-instruments.com/discussion/comment/189849#Comment_189849

    You didn't mention what were the result of checking the MY PRODUCTS, SERIALS, AND DOWNLOADS page , but if the software does not show there and if you did not get any email with any serials that you overlooked and didn't redeem then nobody but support can help you.

    I saw you mention Komplete Select , If what you got came with Komplete Select then you ought to have had an email with redeem instructions because Komplete Select recently were split into three different editions (Beats , Band and Electronic) so as far as I know then you would have to choose your edition. However that doesn't explain why that you didn't get the rest of the software. Anyway , as already written then in case of problems with registration, account and serials then only N.I. support can help and there is no quick fix outside normal working hours Monday to Friday , otherwise then as far as I know then N.I. actually introduced chat support also for account and registration issues. (Once that you get past the bot that is 😉😁 )

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