Unable to download or update any of my purchased products

adwsail
adwsail Member Posts: 3 Newcomer
in Native Access

Its been over 2 weeks now and ZERO help from NI. The most Ive gotten from theme is email with a link to Native Access. But make no mistake, they have my money. I would like very much to get the products I paid for. Native Access 2 simply says "Download Failed". No logs, no details nothing. To the best of my knowledge there is no other way to download my products so what am I supposed to do. I have cleaned, uninstalled, cleaned the OS of a trace including the system registry, reinstalled again nothing. I am reasonably certain they have messed up the verification process on their end but I cant get a human to talk to about it. I even got Sweetwater involved and NI just gave them a link to download Native Access for me🤬. Thats it.

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Answers

  • adwsail
    adwsail Member Posts: 3 Newcomer

    And that AI assistant is worse than useless. Most recently it told me to stand by for a tech but that was 3 hours ago with no response. I guess contacting my credit card company and canceling the purchase followed by an extensive social media campaign is my only option.

  • Vocalpoint
    Vocalpoint Member Posts: 3,969 Expert
    https://community.native-instruments.com/discussion/46044/unable-to-download-or-update-any-of-my-purchased-products

    Maybe if you provided a bit of backgrounder (OS, Native Access version, Computer type, Storage etc) someone in here could try and figure it out.

    VP

  • adwsail
    adwsail Member Posts: 3 Newcomer

    Win 11 Pro, Native Access 2, AMD Ryzen 7, Internal ssd and external ssd.

  • FreimannMusic
    FreimannMusic Member Posts: 8 Newcomer
    edited June 21

    Hey! I finally found the solution as a guy who bought Komplete 15 three weeks ago and couldn't download most of the libraries like you.

    I researched and tried every possible solution on the Internet.

    And today, what helped is using a VPN with the server in Germany!

    Someone on the internet suggested this solution. Previously I tried using USA, UK, France and nothing worked.

    I'm using a free version of this VPN, and yes it's slow, but after an hour of wait I finally got Studio Drummer installed!

    One important thing to consider - when I tried downloading without VPN, and then connecting to VPN to finish the download - it didn't work.

    ONLY when the complete process was done under the VPN connected to German server - all the libraries which didn't finish the download now finally do!

    The support was useless, over these 3 weeks they only sent me a non-working link to download ISO files.

    And it's been at least a week since that conversation, no answer from them after my almost immediate response.

    Good luck! Let me know if it help you.

  • Vocalpoint
    Vocalpoint Member Posts: 3,969 Expert
    https://community.native-instruments.com/discussion/comment/231509#Comment_231509

    Location (in the world) does have a lot to do with this.

    VP

  • Sunborn
    Sunborn NKS User Library Mod Posts: 3,737 mod
    edited June 21

    @FreimannMusic

    εικόνα.png

    Posting the same message 1 time, is help
    Posting the same message 3 times is spam
    however, i can see a helpful willing so, no ban for you 😉
    just please be more careful in the future (maybe use some different phrases, instead of copy/paste the same text multiple times as it can be consider as spam )

    _____________________________________________________________________

    To the user who marked this comment as spam:

    εικόνα.png

    This, is not spam!

    Please be more careful when you use the spam flag. You should take in account the user's intention too. If you are not 100% sure, use the "Report" option instead.

    Thank you

  • FreimannMusic
    FreimannMusic Member Posts: 8 Newcomer
    https://community.native-instruments.com/discussion/comment/231533#Comment_231533

    I genuinely wanted to help all the people who might be searching for a solution.

    I wasted a lot of hours until I found this solution, which works, and all my products finally install after 3 weeks of getting no working solution from the support.

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