Chat is not letting me open a ticket, keeps saying "something went wrong"

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reserved
reserved Member Posts: 5 Newcomer
edited May 19 in Komplete Kontrol

the chat bot doesn't allow a ticket to be opened, keeps telling me something went wrong, how do I actually get help from this company?

so frustrating.

there's no phone number, the chatbot just goes into a very frustrating loop. Can someone from NI please contact me?

Answers

  • Vocalpoint
    Vocalpoint Member Posts: 4,092 Expert
    edited May 17
    https://community.native-instruments.com/discussion/comment/226791#Comment_226791

    Are you logged into your NI acct before accessing the chatbot?

    And also very important to know that NI Support does not work on the weekends.

    You should be able to get a ticket started with the chatbot and access the team sometime next week.

    VP

  • PoorFellow
    PoorFellow Moderator Posts: 7,419 mod
    https://community.native-instruments.com/discussion/45242/chat-is-not-letting-me-open-a-ticket-keeps-saying-quot-something-went-wrong-quot

    Please do not post more places on same topic , I copied your post other place into here.

    In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

    Website functionality : Should you have any webpage functionality issues then since functionality or lack of same could be a browser issue then also try another browser that you have not used before and with no extensions and all cookies accepted (my suggestions for alternative browsers would be e.g. Firefox, Chrome, Vivaldi browser and Opera browser ,depending on what you do not usually use)

    The suggested browsers are what I expect will work if having never been installed before on the computer and then used as is with no extensions and all cookies accepted.

  • reserved
    reserved Member Posts: 5 Newcomer

    this doesn't work - "something went wrong" is all I get as a response when I try to open a ticket, this is a different issue than finding the page. how do I contact someone if the chat is failing to open a ticket with an error?

  • reserved
    reserved Member Posts: 5 Newcomer

    to clarify, chat works fine, this is not a client side issue, the chatbot is failing to open a ticket with a "something went wrong" error.

  • reserved
    reserved Member Posts: 5 Newcomer

    this is what's happening:

    Screenshot 2025-05-17 171519.png
  • PoorFellow
    PoorFellow Moderator Posts: 7,419 mod
    edited May 17
    https://community.native-instruments.com/discussion/comment/226805#Comment_226805

    this is not a client side issue, the chatbot is failing to open a ticket with a "something went wrong" error.

    Did you try using another browser that you have not used before and with no extensions and all cookies accepted ? And did you log-in in the browser ?

    (my suggestions for alternative browsers would be e.g. Firefox, Chrome, Vivaldi browser and Opera browser ,depending on what you do NOT usually use)

    .

    Else then we have to get someone from customer care to help you make a ticket Monday or later. Besides the chat (when available) then there is no way around getting support via ticket (there is no end-user phone support and no support initiated by writing to some email address , email back and forth are after ticket has been made)

    .

  • JesterMgee
    JesterMgee Member Posts: 3,390 Expert

    Way of the future…

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,971 admin

    @reserved I see that you were able to get in touch with our support today, finally. Did you change browser or did the error message stopped showing up? What browser were you using? We'd like to dig a little that topic, to make sure that doesn't happen again for other customers.

  • reserved
    reserved Member Posts: 5 Newcomer

    Hi Jeremy, same browser, same session (from what I could tell, didn't have me re-auth, and I had the tab open since sat) - was bad messaging if the case is that users can't open a ticket on the weekend, might want to take a look at your logs to see what the something was in the "something went wrong". Either way, it was not a fun user experience when I was just looking to get help for a hardware issue.

    I'm not a fan of the 'let's shut down communication channels' method of support. Does not make me feel confident in the company's support.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,971 admin
    https://community.native-instruments.com/discussion/comment/227047#Comment_227047

    Thanks for the additional info, we are looking into it. It's definitely not the intended behaviour/messaging.

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