How can we solve a problem with the Activation of Komplete 15 Ultimate?

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RickandSarah
RickandSarah Member Posts: 9 Member
in Komplete Kontrol

We recently purchased Kontrol S61 MK3 and Komplete 15 Ultimate (1). After downloading all the software through Native Access, most instruments show as "DEMO". We have tried to add the serial number for Komplete 15 Ultimate but receive an error message that says the "base product" is not installed. The Chat AI Assistant told us we needed to have Kontakt 1-7 as a base product, which we already have. After hours of going in circles with the Chat Assistant and email ticketing system, we have no solution and are trying to understand what we can do to correct the issue.

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Best Answer

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,941 admin
    edited April 8 Answer ✓

    @RickandSarah I see that you are already in contact with my colleagues. They got back to you last Thursday. Please get back to them if you still need assistance.

Answers

  • PK The DJ
    PK The DJ Member Posts: 2,766 Expert

    It sounds like you bought the upgrade to Komplete 15 rather than the full version, and presumably you don't have any earlier version of Komplete installed (so no base product).

  • RickandSarah
    RickandSarah Member Posts: 9 Member

    Thanks for your response. The chat support system says: "To upgrade to Komplete Kontrol Ultimate 15, you need a qualifying base product. Qualifying products include:- Komplete 2-14- Komplete Select (e.g., with Komplete Kontrol S-Series)- Kontakt 1-8 Ensure you own one of these before purchasing the upgrade." We presently own Kontakt 7, and so I am not sure why we can't do the upgrade.

  • PK The DJ
    PK The DJ Member Posts: 2,766 Expert

    You have the FULL version of Kontakt 7, not just the Player version?

  • maniacintosh81
    maniacintosh81 Member Posts: 937 Expert

    What product did you buy exactly?

    Update

    Upgrade for Select

    Upgrade for Standard

    Crossgrade

    Only „Upgrade for Select“ is suited for Kontakt 1-8 as base product. (Not Kontakt Player!) If you bought the cheaper „Upgrade for Standard“ this requires a version of Komplete Standard 8-15. The „Update“ is only for older versions of Komplete Ultimate.

  • RickandSarah
    RickandSarah Member Posts: 9 Member

    This is the description from the Native Instruments Product Site. (Not sure how I would have understood a base product purchase was required.)

    Kontrol S61 MK3 and Komplete 15 Ultimate

    • 61 semi-weighted keys
    • Fatar keybed
    • Polyphonic aftertouch
    • Create without limits with Komplete 15 Ultimate
    • Includes 100,000+ sounds, 150 instruments and effects, and 83 Expansions
    • Bring your ideas to life with a premium library of orchestral and cinematic tools
  • maniacintosh81
    maniacintosh81 Member Posts: 937 Expert

    As you bought a bundle: You have registered your hardware serial in Native Access? The S61 comes with Komplete 15 Select it is your base product. You don‘t need the old Kontakt.

    Otherwise you have to deal with Account support. Someone at NI has to sort it out. If you bought that bundle there is no doubt you are eligible to get Komplete 15 Ultimate.

  • RickandSarah
    RickandSarah Member Posts: 9 Member

    That sounds like it may be the issue. Let me try that. Thanks.

  • PK The DJ
    PK The DJ Member Posts: 2,766 Expert
    edited April 1

    I notice at the bottom of the Kontrol keyboards web page, part of the T&Cs says "The offer requires a qualifying base product to remain registered to your account" but…..what offer? What base product?

    Is Komplete 15 Select listed in Native Access? Maybe you need to install that first.

    @Jeremy_NI what's going on here?

  • PoorFellow
    PoorFellow Moderator Posts: 7,359 mod
    edited April 1
    https://community.native-instruments.com/discussion/comment/219474#Comment_219474
    https://community.native-instruments.com/discussion/comment/219502#Comment_219502

    I am rather confused here , if you have bought the S61 MK3 including the Komplete 15 Ultimate or if you have been buying upgrades after that (all this talk about qualifying or not)

    If you bought the Kontrol S61 MK3 with Komplete 15 Ultimate then there is no problem other than having the problem sorted out because then you do not have to qualify other than by registering the products.

    So did you do that ? Follow this procedure :

    1 : Register the keyboard hardware serial in Native Access, that should give you an email with a voucher to get the Komplete Select version of your choice at zero cost from the N.I. store

    2 : Go to the N.I. store and use the voucher to get Komplete Select at zero cost. Having acquired the Komplete Select at zero cost from the N.I. store using the voucher then Komplete Select ought to be registered to your account .

    3 Having Komplete Select on your account you should now enter the serial for the upgrade from Select to Komplete 15 Ultimate into Native Access add serial function. (you might need to reboot computer between each operation)

    To follow things then check your email including those in spam folder and also check your account on the MY PRODUCTS, SERIALS, AND DOWNLOADS page , to see if the serials are listed as either Not registered or as Registered Products . If they lists as not registered then use them in Native Access add serial : Download and use latest version of Native Access for your OS.

    (Also do not forget to redeem your Ableton Live Lite serial , you should also get that when registering the hardware serial)

    If using Mac then when installing then please remember that ALL NI apps including NTKDaemon must have full disk access. : How to Enable Full Disk Access on macOS

    and disks must be of correct format : Notes on Network Drives and Disk Formats

    .

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,941 admin
    edited April 8 Answer ✓

    @RickandSarah I see that you are already in contact with my colleagues. They got back to you last Thursday. Please get back to them if you still need assistance.

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