Maschine 3 hardware not found on native access with serial number

Lyl
Lyl Member Posts: 10 Newcomer
in Native Access

Hello,

I just bought a new maschine mk3. I installed native access and follow the tutorial.

The problem is that i had the serial number, it's successfully registered to both website and native app, BUT there is nothing in the library. So i can't download the maschine 3 hardware and launch the instrument..

Maybe some of you had the same issue and know how to fix it.

Thanks

Tagged:

Best Answer

  • Lyl
    Lyl Member Posts: 10 Newcomer
    Answer ✓

    I just receive a mail from native instruments to download everything.

    Problem solved !

    thanks team

Answers

  • PoorFellow
    PoorFellow Moderator Posts: 7,092 mod
    edited June 1
    https://community.native-instruments.com/discussion/45617/maschine-3-hardware-not-found-on-native-access-with-serial-number

    Be sure to be using latest version of Native Access for your OS else try resetting the Native Access XML file , look at section 8here : My Product is Missing in Native Access .

    Then install Maschine software if/when available in Native Access.

  • Lyl
    Lyl Member Posts: 10 Newcomer

    Hello,

    I've done what is in the section. And i'm running the lastest version of native access, i also check for my OS and my Windows 11 is uptated and compatible with the producs.

    It still doesn't work :/

  • PoorFellow
    PoorFellow Moderator Posts: 7,092 mod
    https://community.native-instruments.com/discussion/comment/229081#Comment_229081

    I just bought a new maschine mk3. I installed native access and follow the tutorial.

    The problem is that i had the serial number, it's successfully registered to both website and native app

    Please clarify , you write "the serial number, it's successfully registered to both website and native app" , by this you mean that you can see the hardware serial on the MY PRODUCTS, SERIALS, AND DOWNLOADS page ? But can you also see the missing Maschine (?) software on the MY PRODUCTS, SERIALS, AND DOWNLOADS page ?

    Also make sure that you are logged into the same correct account in Native Access.

    So i can't download the maschine 3 hardware and launch the instrument..

    Otherwise then you can not download hardware only software so please clarify .

    .

    Else if the software is missing from the MY PRODUCTS, SERIALS, AND DOWNLOADS page then you have to contact N.I. Support (all)

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

    .

  • Lyl
    Lyl Member Posts: 10 Newcomer

    I can see "MASCHINE MK3 R2 HW" in my registered product on the website.

    And here a photo of what happens on Native access :

    Capture d'écran 2025-06-01 140108.png

    And here the refreshed library where there is still no Maschine 3 :

    Capture d'écran 2025-06-01 134153.png

    And yes, the email adress and so account, are the same.

  • Lyl
    Lyl Member Posts: 10 Newcomer

    Here an other topic that may be useful :

    https://community.native-instruments.com/discussion/comment/228944#Comment_228944

  • PoorFellow
    PoorFellow Moderator Posts: 7,092 mod
    edited June 1
    https://community.native-instruments.com/discussion/comment/229087#Comment_229087

    Thank you . Yes , I see how what you refer to can be confusing even if you refer correct , my apology if I misunderstood anything.

    But if I understand the above correctly then the message shown above is the message that you get when registering the hardware serial , am I correct about that ? Reason for asking this is that if it is the hardware serial that you have put in and get the above massage then what should have been added to your account is the Maschine (X) software for HW. E.g. then when I registered my S-Series keyboard then I got "KOMPLETE 14 SELECT for S-SERIES".

    So what you need to do is to discern between the hardware registration and the software registration.

    (Please do not post serials or pictures of serials here)

    If you check the MY PRODUCTS, SERIALS, AND DOWNLOADS page then you should be able to see the hardware registered with the hardware serial. But for the software to be able to appear in Native Access then the software first had to be properly added to your account. That is what should have happened when you registered the hardware serial , so you need to check if there is also any Maschine software registered to your account on the MY PRODUCTS, SERIALS, AND DOWNLOADS page . If the software is not added to account then it will not appear in N.A..

    So please find out if the software is on your MY PRODUCTS, SERIALS, AND DOWNLOADS page

    From time to time it has happened that the automatic adding of software either have been delayed or 'glitched' so that it was not added at all even if it should have been. And if you did not automatically get the software added to your account then only N.I.Support (all) can help.

    .

  • PoorFellow
    PoorFellow Moderator Posts: 7,092 mod
    edited June 1

    This is the 'useful comment' - which in the end actually only says to contact support if the software is missing from your account.

  • Lyl
    Lyl Member Posts: 10 Newcomer

    "But if I understand the above correctly then the message shown above is the message that you get when registering the hardware serial , am I correct about that ?" = yes you are correct :)

    And yes the software is on MY PRODUCTS, SERIALS, AND DOWNLOADS page.

    I'm waiting for an anwser of the support with my ticket. I just don't know where there are going to answer ahah. I suppose on my webmail.

    Just hoping the problem can be solved.

    Thanks you for your time PoorFellow.

  • PoorFellow
    PoorFellow Moderator Posts: 7,092 mod
    https://community.native-instruments.com/discussion/comment/229099#Comment_229099

    If the product is on your account page MY PRODUCTS, SERIALS, AND DOWNLOADS page. (I still do not know what version of Maschine that it is that you have on account)

    And you are logged into same account in latest version of Native Access for your OS

    And it doesn't help resetting the Native Access XML file (look at section 8 here : My Product is Missing in Native Access).

    And if the product is compatible with your OS .

    Then there is some strange N.A. problem that ought not be.

    As a last effort then exit N.A. then check this folder C:\Users\Public\Documents\Native Instruments\installed_products to see if there is a JSON file with same name as product. If there is then delete the product name file ,

    then also continue with the following Trouble shooter here : My Products Are Showing As DEMO in Native Access , especially '2. Your activation fails because of corrupted or missing activation tokens' and '3. You have corrupted XML files' (delete both NA XML and product XML) then restart computer and log in again to see if that helps

    .

  • Lyl
    Lyl Member Posts: 10 Newcomer

    The product is maschine mk3 and the software i want is maschine 3, to play.

    I tried your technique but there isn't this in my "installed product"

  • PoorFellow
    PoorFellow Moderator Posts: 7,092 mod
    https://community.native-instruments.com/discussion/comment/229127#Comment_229127

    Sorry about that , then only N.I. Support (all) can help. If you have the software registered to your account the a fix is to give you direct download of the software to install manually. But the Maschine 3 software is so new that I do not have any download link to give you , only support can give you a download link

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

  • Lyl
    Lyl Member Posts: 10 Newcomer

    Do you think i may wait more than one week to get an answer to my ticket ?

    If mk3 is compatible with maschine 2 and you have it, i'm interested. I really would like to prepare some stuff before summer.

    I ask myself if it can easier to borrow a friend account in order to install the software… ?

  • PoorFellow
    PoorFellow Moderator Posts: 7,092 mod
    https://community.native-instruments.com/discussion/comment/229166#Comment_229166

    Do you think i may wait more than one week to get an answer to my ticket ?

    I hope not

    If mk3 is compatible with maschine 2 and you have it, i'm interested. I really would like to prepare some stuff before summer.

    It will not do since you still need a license for the Maschine 2 software.

    I ask myself if it can easier to borrow a friend account in order to install the software… ?

    I don't think that that will be a good idea , that might create problems later instead.

    @Mert_NI , do you have link for Maschine 3 software installer for Windows that Lyl can have ?

    .

  • Lyl
    Lyl Member Posts: 10 Newcomer
    Answer ✓

    I just receive a mail from native instruments to download everything.

    Problem solved !

    thanks team

  • PoorFellow
    PoorFellow Moderator Posts: 7,092 mod
    https://community.native-instruments.com/discussion/comment/229198#Comment_229198

    Thank you very much for confirming the fix 🙂

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