Native Access fails at Loading Products step in initialization

spikejp99
spikejp99 Member Posts: 13 Member
edited May 5 in Native Access

After updating Native Access from 3.17.0 to 3.18.0 it will no longer open, stalling at the “Loading Products” phase of the initialization.

Here is a list of the various steps I have tried without success:

1. (Library > Application Support > Native Instruments

    Delete the folders "Native Access" and "NTK".

    Open the user Library again as shown above. In the user Library folder, navigate to the following location: Library > Preferences

2. Delete the following files:

    com.native-instruments.Native Access.plist

    com.native-instruments.NTKDaemon.plist

3. Rebooted system multiple times

4. Did Recovery Install of the OS

5. I granted Full Access to both Native Access and Kontakt and the NKDaemon

6. I granted read/write access to the Library folders highlighted in the log below

All of these steps have not resolved the issue.

I do not have any VPN, File Vault or Virus Software to switch off, and until the upgrade to 3.18.0, everything worked fine.

I have attached the NTKDaemon log file, as it might be helpful and I noticed three errors which might lead to the issue

[2025-05-04 19:30:17.277] [daemon] [warning] "0x16c003000":Configuration.cpp:58 Could not parse /Users/spikejp/Library/Application Support/Native Instruments/NTK/ntk.json with error: [json.exception.parse_error.101] parse error at line 1, column 1: attempting to parse an empty input; check that your input string or stream contains the expected JSON

2025-05-04 19:30:21.045] [daemon] [error] "0x16c71f000":LocationUtils.cpp:54 Path does not exist: /Library/Application Support/Native Instruments/Service Center/NativeAccess.xml
........
[2025-05-04 19:30:22.167] [daemon] [error] "0x16c71f000":ProductInfoDownloader.cpp:169 Could not copy from /tmp/31d3-4092-018f-f0c2.xml to: /Library/Application Support/Native Instruments/Service Center

Also, the daemon is version: Version: 1.24.0 (R0)

I am operating on a Mac Studio M2 chip, MacOS 15.4.1

There is already a ticket registered for this issue: 4545433

Your support is greatly appreciated.

Spike

Comments

  • spikejp99
    spikejp99 Member Posts: 13 Member

    @Mert_NI Any chance you get someone to take a look at my issue above?

  • Mert_NI
    Mert_NI Customer Care Posts: 885 mod
    https://community.native-instruments.com/discussion/44920/native-access-fails-at-loading-products-step-in-initialization

    Hello spikejp99, I checked your account and saw that you have created a ticket. This issue can need some personal informations(this is why I deleted deamonlog in this post) and further escalation in the ticket.

    Therefore, I escalated your ticket to the related team so they will get back to you as soon as possible.

    I hope this helps☺️

  • spikejp99
    spikejp99 Member Posts: 13 Member
    https://community.native-instruments.com/discussion/comment/224852#Comment_224852

    Thanks for your assistance, it is greatly appreciated.

    Spike

  • bob
    bob Member Posts: 23 Member

    i have the same joke on win10

    i spend one day trying all clean possible. and still the same NTKDaemon failure, closing after few minutes. with allways the same last logged user name. you can even not change/delete/reset the user account.

    very boring issue from NI

  • bob
    bob Member Posts: 23 Member

    i finally found a way to repair the Daemon joke.

    but it need to delete HKLM/software/Native instruments.(backup it first) open Native Access with the loading never end, close it.

    then re add your regedit backup. check that NTKDaemon service is started, open native access again.

    to reproduce the problem:

    the bug occur if you stop NTKDaemon and launch NA, it create the loading never end loop. the previous version don't care about service stopped. 3.18.0 NTKDaemon is broken.

    also regedit uret ini & uret allow transfert need to have a 1 value or the ContentDir change is never taken. it will use C public by defaut.

  • Mert_NI
    Mert_NI Customer Care Posts: 885 mod
    https://community.native-instruments.com/discussion/comment/224964#Comment_224964

    Hello bob, I assume the issue has been resolved, but can you please confirm that.

    Can you please send us the screenshot of the issue if the issus persists.

    I hope this helps☺️

  • bob
    bob Member Posts: 23 Member

    better than a screenshot, stop the NTKDaemon service , then Launch Native Access. you will get the same bug after the NTKDaemon reinstall.

    the prefs for changing the content/download location also need a regedit value or it never take the change.

    HKEY_USERS.DEFAULT\Software\Native Instruments\NTKDaemon

    uret-init on 1. not 0 (it keep locked on C public)

    unactivated content or from another user account (demo status) will show repair and never success in relocate or re install. this is normal but confusing for unadvised users. this function is linked to the activation status not always matching. it should be separate for a better visual result. Error only because the repair will fail.

    maybe 3.19 will be better without this kind of joke.

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