I purchased the Deep Matter expansion but...
I purchased the Deep Matter expansion and it won't download to my Maschine Plus library. I don't see It.
Best Answers
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Does it appear in your NI user account under Products and Licences? Is it available in Native Access on your computer?
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Ok, that means there’s a problem with the activation on the M+ for that Expansion only. Most probably must be resolved by NI Support.
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You’re right… sorry, I derailed this thread if OP issue will prove not related at all (but I thought maybe something could be in the same ballpark: I never checked if also “Available” products are sometimes missing things that should be there. Usually it says around 100 products are available, but I don’t know the exact number that should be there in relation of what I own. It could be possible that even for me some of my owned products is not available to install, since how this whole thing seems to work poorly)
Sorry again ElCuervo.
Let’s try to repair with a little help for you ☺️: Jeremy_NI just wrote 2 days ago that writing some sentences could help you to reach an actual Support agent faster:
Remember that chatting with a human being is available only during office time (otherwise a ticket will be created and they will contact you later with an email.
In any case, you’ll have to go through the back and forth with the AI chatbot before reaching those possibilities
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You’re very welcome 👍🏼
Happy you have your issue solved.
Just in case some with similar problem will stumble upon this thread: do you know if Support had to do something to fix it or it was just a matter of waiting and the issue solved by itself?
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If you want to make a proper report and your issue being looked into, please get in touch with my colleagues from support here: https://bit.ly/NI_support_maschine
1
Answers
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Does it appear in your NI user account under Products and Licences? Is it available in Native Access on your computer?
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Try rescan and turning on/off M+ various time.
This morning I turned mine on and had once again the issue I had some time ago when M+ was not showing all the stuff I had installed on it.
It took me a whole morning, various on/off, various rescans before I finally had all my stuff appearing again (it was showing sometimes some expansions, sometimes others, sometimes 10 of them, sometimes 9 different…). In the end all the stuff appeared again, but, as said, it took various attempts and various hours. I’m expecting to have to invest my time once again today…
Maybe your case could be related.
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@Jeremy_NI Since it’s not the first time this happens to me, I would like to repeat my “report” once again, so maybe NI could have a look at it.
Why when M+ is unable to connect to the WiFi the already installed expansions are not available? I’m not talking about the library in my account available to install, but the ones already installed. Shouldn’t them be available no matter if M+ is connected or not?
And when I finally manage to connect it, scan, rescan, turning M+ on and off multiple times give inconsistent and different results every time.
Now I’m leaving the M+ on and it seems it is rebuilding its database (the wheel is spinning from 20 minutes). Let’s see with which results
Why is this even happening?
The SD card used is the original one provided with M+ (which, between, has not been removed before the issue arose)
(See the thread I linked above for more infos about the situation that happened 2 months ago and that seems to be happening again today)
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Update: after 25 minutes of “spinning wheel”, the products installed showing up were 34
Turned M+ on and off to see if, like last time, I could manage to have more products appearing… back to 11…
But, if in the Library I have a look at what is in the SD card (selecting USER and navigating to the Native Instruments folder), the expansions installed are there… just they are not available… and the only one with a “check mark” (the v) is Maschine 2 (which in fact is the only presented in the browser)
As usual, rescan doesn’t do anything 90% of the times (spinning wheel for like 3 seconds… no results).
This is all happening with M+ being able now to connect from the moment it turns on (although this is just an ulterior info, since, as I said, already installed items should have nothing to do with being connected or not)
I hope this time you will analyze this situation (last time I was simply being ignored)
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Update 2: turned off and on again. This time, 24 installed items…
Update 3: off and on… again…: this time 5 minutes spinning wheel. This time 44 installed items…
Update 4: next attempt: M+ back to not being able to connect again…and only 11 items and only Maschine 2 available in Groups…
Update 5: 3 more restarts to have it connected again, 29 items installed… to then turn it off again… and back to 11…
Frankly, it’s getting seriously frustrating…
If I put together all the time I spend troubleshooting NI things, I think I could build another Tour Eiffel by myself… screwing all the bolts one by one by hand...
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@LostInFoundation your issue is quite different from that of the OP, I think. What System/Application/Firmware version is installed on your M+?
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I don't know what's going on, but in my NI account I have all of them activated. I bought the 5-pack for 55 and the Deep Matter one is the only one that doesn't appear on my maschine+.
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Ok, that means there’s a problem with the activation on the M+ for that Expansion only. Most probably must be resolved by NI Support.
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And how do I contact NI support? I've tried to get in touch, but in the chat, I'm talking to an AI who doesn't help me because the option I need isn't displayed.
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You’re right… sorry, I derailed this thread if OP issue will prove not related at all (but I thought maybe something could be in the same ballpark: I never checked if also “Available” products are sometimes missing things that should be there. Usually it says around 100 products are available, but I don’t know the exact number that should be there in relation of what I own. It could be possible that even for me some of my owned products is not available to install, since how this whole thing seems to work poorly)
Sorry again ElCuervo.
Let’s try to repair with a little help for you ☺️: Jeremy_NI just wrote 2 days ago that writing some sentences could help you to reach an actual Support agent faster:
Remember that chatting with a human being is available only during office time (otherwise a ticket will be created and they will contact you later with an email.
In any case, you’ll have to go through the back and forth with the AI chatbot before reaching those possibilities
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Done! This morning when I turned on M+, it appeared in the library for download! Thanks so much for the help!
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You’re very welcome 👍🏼
Happy you have your issue solved.
Just in case some with similar problem will stumble upon this thread: do you know if Support had to do something to fix it or it was just a matter of waiting and the issue solved by itself?
0 -
The issue had solved by itself!
1 -
If you want to make a proper report and your issue being looked into, please get in touch with my colleagues from support here: https://bit.ly/NI_support_maschine
1
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