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 Member
    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: 3,738 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 Member
    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.

  • Sunborn
    Sunborn NKS User Library Mod Posts: 3,738 mod
    https://community.native-instruments.com/discussion/comment/231560#Comment_231560

    Yes, i understood that, that's why i only gave you a suggestion…

    However, in another occasion, another mod (or me) might confuse this as spam… i had to pay extra attention (and a lot of discussion with other mods) to see your intention to help.

    Thus, i only told you to avoid copy/paste exactly the same text more than 2 times…

    A "smart" way to do this in the future, is to make your own discussion with the correct title (such as "Solution for having trouble installing"… etc. etc.) and then quote it as a comment, where ever needed (if needed). :-)

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