Native Access doesn't show all products

MG-Sound
MG-Sound Member Posts: 7 Newcomer
edited April 23 in Native Access

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)

Tagged:

Best Answer

«1

Answers

  • PoorFellow
    PoorFellow Moderator Posts: 6,530 mod
    edited April 16
    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
    Jeremy_NI Administrator, Customer Care Posts: 14,275 admin

    @Mert_NI Can you help here?

  • Mert_NI
    Mert_NI Customer Care Posts: 855 mod
    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
    MG-Sound Member Posts: 7 Newcomer

    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
    Mert_NI Customer Care Posts: 855 mod
    Answer ✓
    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☺️

  • Vocalpoint
    Vocalpoint Member Posts: 3,653 Expert
    edited April 23
    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.

    VP

  • MG-Sound
    MG-Sound Member Posts: 7 Newcomer
    edited April 23

    Hello and thanks for the Post-Easter feedback!

    So here is what is listed under Order History :


    Bestell-Historie

    image.png

    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
    Vocalpoint Member Posts: 3,653 Expert
    edited April 23
    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.

    VP

  • PoorFellow
    PoorFellow Moderator Posts: 6,530 mod
    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
    MG-Sound Member Posts: 7 Newcomer

    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
    Vocalpoint Member Posts: 3,653 Expert
    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.

    VP

  • MG-Sound
    MG-Sound Member Posts: 7 Newcomer

    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
    Vocalpoint Member Posts: 3,653 Expert
    edited April 24
    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

    VP

  • MG-Sound
    MG-Sound Member Posts: 7 Newcomer

    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
    Jeremy_NI Administrator, Customer Care Posts: 14,275 admin

    @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

Back To Top

Categories