Is there such a thing a customer service at NI?

RCX · 2025-03-27T20:13:24+00:00

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I have questions that only someone at NI can answer. Why isn't there a contact email or chat or anything like that for me to use to ask simple questions before I spend any more money with this company? If anyone knows how to speak with someone at NI could you please let me in on the big secret? Thank you.

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PK The DJ

What are the simple questions? How do you know that only NI can answer them?

There's no "big secret" - the support option is right there at the top of the main site. There are three choices…. Products, Community and Support.

NI staff are here on this forum too. Ask your simple questions.

PoorFellow

https://community.native-instruments.com/discussion/43881/is-there-such-a-thing-a-customer-service-at-ni

There is no phone support and support per email is initiated by using the web interface to open a support ticket. At workdays and time slots where available then there is chat support for some types of support but it is still initiated through the same web interface. Also N.I. forum Customer Care work the forums on workdays at day time European time.

For pre-sale questions then please contact N.I. Purchase Support , or ask here in the forum with respect to common product questions and we will try to answer.

In case that you need.guidance contacting support : Please read : how to get support !

RCX

That's hilarious that you just said that. After a week-long attempt to get anyone to call, write, or email me from NI, I finally got a response from the UK branch or office, or whatever, and they told me to contact the German office but not to expect any help. So NI is whose telling me that NI is hiding from their customers. Basically I have to upgrade, and even though I spent over $2k on a keyboard and the Ultimate Collectors edition software, I now can't use 1/3 of my plug-ins because apparently my Kontakt ages and is now too old to load the plug-ins it had for done so for at least two years. So I wanna know how much it's gonna cost me to be able to use the software that I purchased. I tried the re-install for some of them, but I moved the Stradivari library to another drive and so the installer says I have to put it back to install it, but I have no idea where it was over a year ago. I have hundreds, if not thousands of plug-ins how am I supposed to remember where exactly in the 6TB of internal SSDs I have or the 8TB of external drives I have did I install those libraries? I apologize, I'm very upset. First, my favorite piano plug-in that I paid an additional $2-300 for went missing and now it's like one drops off every 3 days. And there's no Komplete Ultimate Collectors edition, only an ultimate or a collectors edition so what do I buy? Can I just upgrade Kontakt ( after buying a new and ridiculously expensive computer ) and everything will go back to working, or do I have to spend an additional $400 + the ridiculously expensive computer to get my stuff back? Maybe I do have a lot of questions, but that's because there's no one around to answer them. My fingers are starting to hurt, If you could help that'd be great but I know have to go somewhere else and type another long and probably confusing message to the ether and hope someone is around who can get me to anyone who works at NI. Thank You -Ryan

Vocalpoint

Too much info in that last post.

How about we start with some simple questions first:

Exactly what version of Kontakt you do have at the moment?
And what was the last version of Komplete you actually own?

RCX

Kontakt is 6.8.0 ( RO ) what's the RO stand for? The last version I paid for was repaying for Komplete 12 Ultimate Collectors edition so it said Komplete 13 Ultimate Collectors edition. And I didn't even get a little extra hard drive like when I first purchased all this stuff. OK, 2 down. And thank you.

PoorFellow

https://community.native-instruments.com/discussion/comment/218659#Comment_218659

I now can't use 1/3 of my plug-ins because apparently my Kontakt ages and is now too old to load the plug-ins it had for done so for at least two years.

So I wanna know how much it's gonna cost me to be able to use the software that I purchased.

If you have updated your Kontakt libraries beyond being compatible with your version of Kontakt then you have two choices. For the licensed libraries then the newest Kontakt 8 Player will work and is free to use.

Otherwise then you can uninstall libraries and down-grade them to previous version compatible with your Kontatkt : Previous versions of recently updated Kontakt libraries / compatibility with K6 older libraries

I tried the re-install for some of them, but I moved the Stradivari library to another drive and so the installer says I have to put it back to install it, but I have no idea where it was over a year ago. I have hundreds, if not thousands of plug-ins how am I supposed to remember where exactly in the 6TB of internal SSDs I have or the 8TB of external drives I have did I install those libraries? I apologize, I'm very upset.

Sorry , I don't think that anybody here can manage your disks for you, you most likely will have to do that yourself.

Maybe I do have a lot of questions, but that's because there's no one around to answer them. My fingers are starting to hurt, If you could help that'd be great but I know have to go somewhere else and type another long and probably confusing message to the ether and hope someone is around who can get me to anyone who works at NI.

Yes , alas this gets a little confusing. But I will also ask @Jeremy_NI : RCX is a bit upset and apparently have already opened five support tickets. Could you please check state of things to make sure that RCX gets support ?

Vocalpoint

https://community.native-instruments.com/discussion/comment/218666#Comment_218666

Thanks for the info

First Kontakt 6.8.0 is retired. Kontakt 8 is current.

And if you had K13 Ult CE - your best value is of couse K15 Ult CE

If this were my move to make - new computer (if you can swing it) and an "update" (Not upgade) to K15 ULT CE would get your sorted nicely.

If none of that sounds possible - you will need to focus on preservation - of your existing machine and most certainly on rolling back (and preserving) all old Kontakt 6 era libraries so you can get back to using K13 ULT CE again. This also means basically never using Native Access again either - as any attempt to update anything in there - once you get Komplete 13 (w Kontakt 6) settled down - you will find yourself in the same trouble again.

Finally - as Poorfellow mentions - no one here can help your sort out your storage woes or your hardware - that will need to be in your court.

PoorFellow

https://community.native-instruments.com/discussion/comment/218659#Comment_218659

I tried the re-install for some of them, but I moved the Stradivari library to another drive and so the installer says I have to put it back to install it, but I have no idea where it was over a year ago.

P.S.

It ought not be necessary to have access to old downloads to install , you ought to be able to install all but too old legacy libraries through fresh downloads either by N.A. downloads or from where that you purchased. However you have to tell what is the exact product and where you bought it. If you bought it at N.I. then you most often can download it in Native Access. But again then you need tell what is the specific problem and then we can try to assist you as best we can or N.I. support can help.

Generally for functionality then you are expected to use the latest version of Native Access for your OS (unless that you are using a 'legacy' OS)

RCX

Nice, thanks. Real quick, is Komplete Collector's edition 15 both Ultimate and Collectors if you get me? When I bought this there was a Komplete, a Kompete something better, then an Ultimate, and finally an Ultimate Collectors edition. Now there is a first one, and Ultimate and then just a Collectors edition, but no Ultimat Collectors edition. Or is the Collector's edition actually an Ultimate Collector's, edition they just didn't add Ultimate in the name? Next, I've been trying these redownloads of the software I already own and it won't load because I apparently moved some of them to a different drive at some point and I don't have a clue as to where I originall loaded them. How do I work that one out. Oh and where do I get that Kontakt version 6 ( wait so 6.8 is the wrong Kontakt 6? ) that I can go back to because I like the sound ( and price of that option ). Dang it, one more, what if I got a new computer and just upgraded Kontakt? Would that mean that all of my plug-ins that I bought on top of the Ultimate Collectors edition and of course the Ultimate Collectors edition plug-ins, wouldn't work? Sorry, too much again I know. This decision is becoming more difficult the more I learn and all I want to do is use what I paid for. Anyway, you're very kind to try and you are helping so thank you very much.

PoorFellow

P.S.

If you are using Mac OS 10.14.6 then you are using a legacy OS and can not use latest N.A. . Using a too old N.A. however might impede your download ability but I couldn't say , Jeremy_NI will have to assist on that. Also then if your OS is that old then newer Kontakt will not run on your OS. Also then in general then N.A. ought not show downloads not compatible with your OS.

Compatibility of Native Instruments Products on macOS

Native Access Legacy Installers for Older Operating Systems

Also then old versions of N.A. might stop working any time soon so you ought to upgrade your OS.

RCX

The "re-download" I'm talking about I found here just 30 minutes ago. Not through Native Access but through an installer on the site. I just checked and I got back my Guarneri Violin!!!! Whoo Hooo! One down about 20 to go. Ooh it sounds so nice. Now I'm doubly sad that I don't remember where I had those other ones knowing this works. I'll just add them to every drive until yahtzee! Wow, you guys are good here.

PoorFellow

https://community.native-instruments.com/discussion/comment/218672#Comment_218672

When I bought this there was a Komplete, a Kompete something better, then an Ultimate, and finally an Ultimate Collectors edition. Now there is a first one, and Ultimate and then just a Collectors edition, but no Ultimat Collectors edition. Or is the Collector's edition actually an Ultimate Collector's, edition they just didn't add Ultimate in the name?

Best bundle is the Komplete 15 Collectors Edition (but please check system requirements of products) :

Komplete 15 Collectors Edition compare page

Komplete 15 Collectors Edition include

And as VP wrote then what you are looking for is the 'update' if you want the new K15 version and all the new versions of the full version apps.

Next, I've been trying these redownloads of the software I already own and it won't load because I apparently moved some of them to a different drive at some point and I don't have a clue as to where I originall loaded them. How do I work that one out.

Please give an example with a screenshot of the problem

Oh and where do I get that Kontakt version 6 ( wait so 6.8 is the wrong Kontakt 6? ) that I can go back to because I like the sound ( and price of that option ).

Downloads compatible with your OS are found at this page : Compatibility of Native Instruments Products on macOS

Dang it, one more, what if I got a new computer and just upgraded Kontakt? Would that mean that all of my plug-ins that I bought on top of the Ultimate Collectors edition and of course the Ultimate Collectors edition plug-ins, wouldn't work?

What works with what is hard to say not knowing what you are referring to however then a new version of Kontakt ought not 'nullify' or ruin your other software. However there has been changes made and e.g. some N.I. plugins that before also came as VST2 (E.g. Kontakt 6) now only comes as VST3 (Kontakt 7 & 8 , Komplete Kontrol 3.x.x and more) though I think that e.g. Komplete Kontrol 3.x can still host VST2 though only being VST 3 (and AU , AAX and standalone) itself. Also with respect to DAW projects and so on then depending on the exact circumstances then you might still need the old Kontakt version installed.

RCX

And I just tried the purchase support and it told me to log in to get purchase support even though I was logged in already. So I hit the log in button and I think the page just reloaded because I was right back to the top of the page. I then tried to hit the little man on the top right to sign in and the same thing happens. It's almost like they don't want me to login or there's something wrong with the site or it could be on my end but I'm in contact with just about every major VI making company ( you see they actually have people there who help you with issues ) and I've never had a problem. I'm being mean and grouchy and need a nap. You guys got me back my Guarnari Violin ( well technically I did ) but you helped in so many other ways I can't tell you how much I appreciate it. I think I'm just going to decide whether to bend over and pay for Komplete Ultimate Collectors edition for the third time in so many years ( and a new expensive computer, I'm not going to eat for months ) or not to and keep trying the move my folders around until the installers all work. Again thanks to all. I have confidence again in the human race…what? …too far? Seriously thank all of you.

PoorFellow

https://community.native-instruments.com/discussion/comment/218674#Comment_218674

I just checked and I got back my Guarneri Violin!!!!

Yes , sorry , if your 'Stradivari library' is the Stradivari Cello or Violin then they is also on the Previous versions of recently updated Kontakt libraries / compatibility with K6 older libraries (sorry for my confusion)

Great you appear to have things rolling again 🙂

PoorFellow

https://community.native-instruments.com/discussion/comment/218677#Comment_218677

And I just tried the purchase support and it told me to log in to get purchase support even though I was logged in already. So I hit the log in button and I think the page just reloaded because I was right back to the top of the page. I then tried to hit the little man on the top right to sign in and the same thing happens. It's almost like they don't want me to login or there's something wrong with the site or it could be on my end but I'm in contact with just about every major VI making company ( you see they actually have people there who help you with issues ) and I've never had a problem.

Website functionality : Should you have any webpage functionality issues then since functionality or lack of same could be a browser issue then also try another browser that you have not used before and with no extensions and all cookies accepted (my suggestions for alternative browsers would be e.g. Firefox, Chrome, Vivaldi browser and Opera browser ,depending on what you do not usually use)

The suggested browsers are what I expect will work if having never been installed before on the computer and then used as is with no extensions and all cookies accepted.

I'm being mean and grouchy and need a nap. You guys got me back my Guarnari Violin ( well technically I did ) but you helped in so many other ways I can't tell you how much I appreciate it.

You are most welcome glad to be able to help 🙂

I think I'm just going to decide whether to bend over and pay for Komplete Ultimate Collectors edition for the third time in so many years ( and a new expensive computer, I'm not going to eat for months )

The Komplete 15 CE is going to be around a while longer (probably a year more ?) so you can go grab a bite while you decide what to do 😀 Also there most likely are going to be a N.I. sale again this summer 😉

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