Native Access doesn't show all products

MG-Sound · 2025-04-16T11:46:12+00:00

There was an error rendering this rich post.

My Komplete 15 Ultimate items don't show up in Native Access, it's just a very short and inconclusive list of products
Refreshing doesn't work at all, and deleting the NativeAccess.xml file brought the number of products from 19 to 34, which still is faaar below what should be there.

Any suggestions?

MacPro 2023, MacOS 14.7.2, Native Access Version 3.17.0 (d0b7b7b / 1.23.0.0)

Find more posts tagged with

Native Access

Accepted answers

Mert_NI

https://community.native-instruments.com/discussion/comment/222477#Comment_222477

Hello MG-Sound, these does not look like they are part of the Komplete 15 Ultimate bundle, instead they look like one of the previous Komplete Bundle(12 or 13 maybe). Therefore, it will be better to check your account individually. Therefore, can you please create a support ticket or open a chat support using the 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☺️

All comments

PoorFellow

https://community.native-instruments.com/discussion/44477/native-access-doesnt-show-all-products

Refreshing doesn't work at all, and deleting the NativeAccess.xml file brought the number of products from 19 to 34, which still is faaar below what should be there.

Any suggestions?

Since you are using latest N.A: and the reset of the XML did only work partly then that limits possibilities. One could try to uninstall N.A. and manually remove all it's folders from drive and delete the XML again and then reinstall and give full disk access to all N.I. apps and so on.

But actually then maybe what you need is a N.A. XML from Jeremy_NI , previously in history then that sometimes helped. @Jeremy_NI , do you think that replacing N.A. XML with an updated Mac NA XML from you could help here ?

Jeremy_NI

@Mert_NI Can you help here?

Mert_NI

https://community.native-instruments.com/discussion/44477/native-access-doesnt-show-all-products

Hello MG-Sound, these can be the products are coming from the Komplete 15 which are not included in the previous Komplete versions. If the other products have already been installed from the previous Komplete version(if you have), this can be the reason why you are only seeing these products, as you already have the previous ones. Can this situation may been caused by that?

I hope this helps☺️

MG-Sound

Well, I'm afraid this is a completely new computer and fresh install, the list of "All Products" being really weird, too:

Abbey Road 60s Drums
Absynth 5
Akoustik PIano
Berlin Concert Grand
Chris Hein Horns
Controller Editor
Drum Lab
Elektrik Piano 1.5
FM8
Guitar Rig 5 Pro
Kontakt 5
Kontakt 6 Player
Kontakt 7 Player
Kontakt 8 Player
Kontakt Factory Library
Massive
New York Concert Grand
Prism
Rammfire
Reaktor 6 Player
Reflektor
Retro Machines Mk2
Scarbee MM-Bass
Scarbee Vintage Keys
Spark
Studio Drummer
Symphobia
The Finger
The Trumpet
Traktors 12
Upright Piano
Vienna Concert Grand
Vintage Organs
West Africa

Any further suggestions?

Mert_NI

https://community.native-instruments.com/discussion/comment/222477#Comment_222477

https://bit.ly/NI_support_NA

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

I hope this helps☺️

Vocalpoint

https://community.native-instruments.com/discussion/comment/223244#Comment_223244

Agreed

Until the OP can actually confirm what is in his NI Acct - OR confirm that the credentials he is using to the login to NA are identical to those used to access the official NI acct - this product mix looks very old. Like years old.

This is either a lack of a K15 license (perhaps even a lack of base product) in the account or a mismatch of credentials when going into Native Access.

MG-Sound

Hello and thanks for the Post-Easter feedback!

So here is what is listed under Order History :

Bestell-Historie

We did in fact update/upgrade from Komplete 8…

"the credentials he is using to the login to NA are identical to those used to access the official NI acct"
Not sure what you mean by that, we use the same office@mg e-mail all the way through

Vocalpoint

https://community.native-instruments.com/discussion/comment/223271#Comment_223271

Order History is not an indicator of product licensing potential.

You need to login to your actual NI Account via a web browser on the NI website and look in your Product listing.

There (and only there) will you be able to confirm a license for K15. The listing in your NI account - should match like a mirror within Native Access.

If it does not match - you have either a product configuration that does not contain a valid K15 license or you are logging into Native Access with an account that does not match your NI acct login.

PoorFellow

https://community.native-instruments.com/discussion/comment/223271#Comment_223271

Please do not post personal information of any kind , including order numbers and software serials.

Also when copying links you might transfer personal information without noticing.

What "actual NI Account " info that VocalPoint is referring to is this page : MY PRODUCTS, SERIALS, AND DOWNLOADS page

MG-Sound

Ah, yes, this is very interesting:
So, under de/my-account/my-products-serials-downloads/ I get the following list, as seen below.
While it does not match the Native Access list (see above) really, it is a loooong list of obsolete NI software, and does not contain anything related to Komplete 15!
So I can see how Native Access doesn't know about that purchase and its contents (I took great pains to obfuscate the serial numbers from the public eye this time)

Registrierte Produkte

ABSYNTH ABSYNTH 2 ABSYNTH 3 Update as Bundle-Supplement B4 2 Update as Bundle-Supplement B4 Organ BATTERY BATTERY 2 Update Battery Studio Drums Best Service - Chris Hein Horns Drum Lab ELEKTRIK PIANO 1.5 Update FM7 Guitar Rig GUITAR RIG 2 - UPDATE KOMPLETE 4 - Update from KOMPLETE 3 as Supplement KOMPLETE 5 Update from KOMPLETE 4 KOMPLETE 8 Update KONTAKT 2 Update as Bundle-Supplement KONTAKT (legacy) MASSIVE NI KOMPLETE 2, 4 Product User Edition NI KOMPLETE CARE 2005 Special Pre-Launch Offer NI KOMPLETE Care 2006 PRO-53 R2 Update ProjectSAM Symphobia REAKTOR 5 Update as Bundle-Supplement Sample Modeling - The Trumpet Synthetic Drums VOKATOR R2 Update VOKATOR R2 Update

Heavyocity - AEON Melodic registration code
Heavyocity - AEON Rhythmic registration code
Heavyocity - GP01 Natural Forces registration code
Heavyocity - GP02 Vocalise registration code
Heavyocity - Gravity registration code

To conclude, it would be interesting to find out, how to migrate the order to the products list?
By somehow registering it, maybe?
Thanks for your patience!

Vocalpoint

https://community.native-instruments.com/discussion/comment/223290#Comment_223290

That list makes complete sense with what you see in Native Access.

Looks to me like whatever email/account you used to purchase Komplete 15 - is most certainly not the one your main products are located in.

To get this sorted - you will need to interface with Purchase Support:

Purchase Support – Native Instruments

Be sure you are logged in with your NI account BEFORE starting the chat process.

MG-Sound

Thank you very much for the feedback!
However, our office@ address is universally used since time immemorial (20 years+) for all our purchases.
Also, the Komplete 15 purchase is actually shown in our account (connected to that very office@ address), just not transferred to Native Access. So, a simple e-mail mismatch is quite unlikely IMO.

But, I will check tomorrow with the assistant who carried out the purchase, maybe there was a mistake of some sort…

Vocalpoint

https://community.native-instruments.com/discussion/comment/223302#Comment_223302

When did you buy this package?

For some context - every single product I have ever purchased from the Ni Shop has been instantly added to my account literally two minutes after completion of purchase.

I receive the usual order update and I go right into Native Access and the products are ready to go.

If this is a delay of days - there is something else going on

MG-Sound

If you scroll up, you'll see that the Komplete 15 upgrade was purchased on the behest of an assistant on Nov. 29th, 2024
However, the new Mac Pro was only brought to the studio this year, and is still in the process of being configured. I am overseeing this process and noticed that Native Access is showing this weird and outdated list of NI-ware. Absolutely in the dark about what exactly happened, but will ask tomorrow, how the whole thing unfolded — thanks again for your feedback!

Jeremy_NI

@MG-Sound I've quickly checked your account and this Komplete 15 upgrade is not showing on your account. This is the source of the issue. Please get in touch with my colleagues here so they can sort this out: https://bit.ly/n1orders

Quick links

Unanswered questions