What kind of company doesn't offer any product support to professional users?
I CANNOT understand how Native Instruments can profess to be this incredible professional company providing software & products for professional business users, who rely on these products to earn a living, and don't provide any ACTUAL support when they remove access to something you've paid a significant amount of money for?
In what universe is it acceptable to remove my access to the products i have bought and paid for in full, and give me no way to speak to anyone to fix the issue? What an utterly incomprehensible way to treat customers.
I'm not on a subscription service, i'm not behind on payments - you have NO LEGAL RIGHT to stop my products from working in the way they were sold to me - so I expect them to work.
Native Instruments: absolute joke.
I've raised a ticket - that'll take six weeks for you to sort out wont it - in the meantime, i can't do my job and fulfil the contract I have so I'm going to lose money. That seems fair doesn't it!?
Best Answer
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Hello jamesdesilva, I see that your ticket and request has been escalated to specialist and they will take care of the situation/request as long as the conversation goes respectfully. Your request should have been cared soon.
I hope this helps☺️
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Answers
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What have you lost access to?
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Dear @jamesdesilva we are all here to assist you, not just the NI personnel and the forum mods, but a lot of expert users too.
However, no one can provide you any kind of help, if you post generic complains instead of your actual problem. Would you like to elaborate us what is your issue?
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Hi - so my issue is, i've paid a company for a suite of products, and it looks to me that i'm being held to ransom to "upgrade" because all my libraries have disappeared and gone into "demo" mode when loaded manually. I mean.. what sort of company steals people's money from them and provides absolutely no way of contacting them to sort it out?
I've got projects due for completion and can't do it because the idiots at NI can't provide any level of customer service - it's a joke.
I own Komplete 13 Ultimate - it is installed correctly, everything is shown correctly in Native Access. I currently only have access to five of the libraries within Kontakt, whether I use Kontakt 6, 7 Player or 8 Player. All three applications have full disk access, and Native Access sees all of the libraries as installed.
Everything worked perfectly on my mac until three days ago, when everything disappeared for absolutely no reason and i've received zero support from Native Instruments in that time, even after raising a ticket.
Quite frankly - that's a disgrace.-2 -
and it looks to me that i'm being held to ransom to "upgrade" because all my libraries have disappeared and gone into "demo" mode when loaded manually.
Nobody is 'holding you ransom' , if your stuff has gone demo then that's just a problem that needs solving via support.
It would help to know exactly what is showing as demo ? Also if you are using "macOS 12.2 Monterey" as says your profile age then I think that that is too old to be able to be used with latest version of Kontakt 8.
Also you need to be using latest version of Native Access for your OS.
Anyway , your problem could be another one all together. If you are a CleanMyMac user then that can completely screw up your whole installation to a degree where the only rescue/solution is to reinstall the affected software , so did you use CleanMyMac ?
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In fairness, with no response from "support" within the last three days it's not "just a problem" is it? I've lost a contract worth a lot of money because Native Instruments have broken the software I paid a lot of money for in the first place. I have everything installed correctly, the applications and libraries (of which five are working and fourty are not) show in Native Access as correctly installed and do not require any repair, and yet here we are - no access to use what i've paid for - and nobody at NI to speak to.
Honestly - how can any company brag about offering "professional tools" and then offer absolutely no support when things go wrong? That's just awful customer service isn't it? Or do existing customers not matter to them once they have your money?
I shouldn't have to re-download and reinstall over 1TB of data when there was nothing wrong with the system four days ago. Sorry - but that's fact.No I have not used CleanMyMac, and no i am not using 12.2 - i have a 2023 Macbook Pro running 15.4.1 - just as i had four days ago.
Fact is - something's changed in their software and it's forcing a full reinstallation of thousands of gigabytes of data - something I just do not have time for.
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"In fairness, with no response from "support" within the last three days it's not "just a problem" is it? I've lost a contract worth a lot of money because Native Instruments have broken the software I paid a lot of money for in the first place. I have everything installed correctly, the applications and libraries (of which five are working and fourty are not) show in Native Access as correctly installed and do not require any repair, and yet here we are - no access to use what i've paid for - and nobody at NI to speak to".
Also - in fairness - computers cannot simply make changes without being told (or forced) to do so.
You clearly state that everything IS installed. And that you have a deadline. And this of course:
Everything worked perfectly on my mac until three days ago
If everything was good three days ago and is not now - what exactly did you do? What has changed? Native Access cannot update anything by itself. Buttons need to be clicked. Installs need to be started manually. All by the user.
Leaving out critical detail and running right to the blame game - without any context - does not help.
VP
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In fairness, with no response from "support" within the last three days it's not "just a problem" is it?
In fairness then it's been weekend and N.I. support in general do not work in weekends.
Further more then to be completely fair then two days ago you did not exactly made it easy for us to try to help you here. And you still do not in as much as that you only reluctantly part with any information at all - we know next to nothing about it all and I still don't even know what products are in Demo ? Or if what you get is the your Kontakt is too old message ? Also does these products show as demo in Native Access or in Kontakt ? Further more if in Kontakt then is it the same both in Kontakt standalone app or only in a DAW ?
Anyway , I am not a Mac expert and can only offer general help.
@Mert_NI , could you please make sure that jamesdesilva's ticket is attended to ?
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There's a support article covering what to do should products show as demo - did you read that and act on it?
Not sure why you claim there's "no support" when you've already been to the support pages and put in a ticket (so you must be aware that support exists).
As for redownloading/reinstalling things - that was your choice. You were not "forced" into doing so.
IMO if you're working on high stakes projects, then why do you not have a backup system? The Ts&Cs allow installation on up to three computers to cover situations like this.
If you're running 15.4.1 then it would be advisable to update your profile so that people trying to assist you can see it without needing to ask for the info that you did not include in your initial post.
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VP: I would advise you to actually read what I've written properly before publicly berating me for not giving any information. It clearly states in my messages that the system WAS working previously, but suddenly is not. You can't sit there and say "is this a new machine" - of course it isn't if it was working perfectly before it all disappeared suddenly.
Nothing has changed. I opened my instances of Kontakt and the libraries are no longer available to me. I have, today, tried "reinstalling" one of the affected libraries and lo-and-behold it appears again within Kontakt - but only after downloading the entire product from NI's servers again. I've got over 1000gb of data - does NI really think it's acceptable that I have to reinstall the products when their "installer" suite says they're already installed and there's nothing wrong with them? Clearly there's a bigger issue here with the way Native Access works.0 -
Once again, with the greatest respect to yourself, here is someone who seems to be blaming ME for not having a "backup" system. Forgive me but the issue here isn't the lack of "support", it's the lack of TIMELY support in an urgent situation. Even my local aquarium shop has a live chat service on their website to troubleshoot customer issues - having an AI bot take details for a "ticket" to be raised that NI staff ignore for three days isn't what I would call GOOD customer service, especially in a professional industry.
I genuinely don't understand why people who don't even work for NI seem to be blaming me for being in this position when, quite frankly, if i was able to SPEAK to someone from NI about the issue it would probably have been fixed within half an hour! That's my point! A "community" who think they know everything shouldn't be the main method of obtaining support for a product you've paid thousands of pounds for.
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Certainly not berating you and apologies if it comes off that way.
But a gentle reminder that computers CANNOT change the environment by themselves. Something changed it. Whether you kicked it off. Or Apple kicked it off (recent Mac OS Update?). Something kicked it off.
What that is - is yet unknown. But something has changed.
We still do not know what version of Kontakt. What libraries were effected. What errors are coming up.
Possible to place a screencap so we can see what you see?
VP
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Hello PoorFellow, it is escalated and our team is taking care of that, no worries
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Sorry VP, but once again i'm not sure you've read my posts and replies properly. It's clear above that I own Komplete Ultimate 13, and the issue is the same across Kontakt 6, 7 Player and 8 Player. There are only 5 of my libraries that are showing, the rest are not - i have 45 installed. This information has all been stated previously though.
There are no errors - that's exactly the point. The libraries just do not appear within any version of Kontakt (6, 7 Player or 8 Player) - for example, let's take one library - Alicia's Keys. The issue isn't specific to this library though - as there are 40 missing.
Alicia's Keys is installed correctly, the data is in the folder, the samples exist in full. Native Access 2 believes this application to be installed correctly and does not require a repair. I have tried running the batch repair within Native Access 2 and that comes back as not required. The ONLY way for me to get this to reappear within Kontakt was to use Native Access to "reinstall" the product in full. This requires a download of 7.48gb from the servers - data that already exists and is already installed properly, according to Native Access.
Clearly - the "repair" function within Native Access is not actually checking the functionality of the libraries within Kontakt.
As an aside, when I click "open" within Kontakt 6 and select the Alicia's Keys .nki file, it opens as an instrument, but says DEMO across the top, and doesn't load any samples to the buffer.
I hope this clears up any other questions as to what is happening.
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Hello jamesdesilva, I see that your ticket and request has been escalated to specialist and they will take care of the situation/request as long as the conversation goes respectfully. Your request should have been cared soon.
I hope this helps☺️
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"As an aside, when I click "open" within Kontakt 6 and select the Alicia's Keys .nki file, it opens as an instrument, but says DEMO across the top, and doesn't load any samples to the buffer."
Thanks for this - but I can tell you that Alicia's Keys cannot load via .nki. Seeing Demo in this case - is exactly what should happen.
But I see the NI Support crew is on the case and hopefully you get resolution soon.
VP
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