I paid over $1200 for your apps but they are impossible to install.

albalyu · 2025-06-28T08:14:26+00:00

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About a month ago I bought KOMPLETE 15 COLLECTORS EDITION (Upgrade for KOMPLETE ULTIMATE). However, I can't use it because nothing can be installed using Native Access 2. The download starts, but moves very slowly, and before the very end it freezes and nothing happens.
Unfortunately, none of the recipes from this section helped. A ticket was created for the support service. But the support service is silent.
In my opinion, this is an extremely disgusting attitude towards customers.
And you don't need to write that Windows 11 is to blame. Other music applications are successfully installed on my computer. Moreover, even your Native Access 1 works fine. But Native Access 2 - no way.
Are you even going to deal with this problem?
I paid a lot of money for something I can't use.

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albalyu

Finally, the support team responded. And sent me links to download all the expansions I needed.
And, lo and behold, everything downloaded very quickly, and installed very smoothly, without a single comment.
I checked. Everything works.
I am very impressed. This is certainly not a solution to the problem with NA, but it is a solution to my personal problem with downloading expansions that I need. I got what I needed.
Thank you very much!

The support team is working. Download issues are resolved one way or another.

All comments

PK The DJ

Based on the minimal info given, the slow download speed could simply be a slow internet connection. What kind/speed of connection do you have? Are you on copper wire? Fibre? Are you using wifi or wired?

Have you tried using a VPN?

What are the locations set to in NA2? How much free space is there in those locations? Any messages during the process? If so, what do they say? Are you downloading one at a time or en masse?

There is a recently introduced way to access your products directly:

DIRECT DOWNLOAD LINK

PoorFellow

https://community.native-instruments.com/discussion/46247/i-paid-over-1200-for-your-apps-but-they-are-impossible-to-install

A ticket was created for the support service. But the support service is silent.

If you opened a support ticket correctly at the N.I. Support web interface then you should have received an email confirmation. Then if you did not receive any further response after a number of 'work days' then make sure to check your email spam folder also. Due to the ongoing sale then support response might be delayed , but if you did not receive a response after a number of 'work days' then you should politely have updated your ticket to let N.I. know that you are still waiting. If you have not received a response after a week or so then you should make a forum post (as you have already done here) and ask forum Customer Care to look into the state of the ticket.

In my opinion, this is an extremely disgusting attitude towards customers.

Are you even going to deal with this problem?

Obviously something has gone wrong here , the N.I. response email were lost in spam folder , rejected by your email provider, or there were a similar issue or the ticket got buried by mistake at N.I. . However N.I. do offer support.

I will call for @Jeremy_NI , Jeremy_NI could you please look into the state of albalyu's ticket ?

@albalyu , please notice that Jeremy_NI (who is part of N.I. forum Customer Care team) will not be here before Monday or later.

DunedinDragon

Given that Native Access 1 works fine but you have problems with Native Access 2, I'd recommend you take some time and review the minimum requirements for Native Access 2 as they pertain to Windows 11 versions to be sure there's no hiccups there. Also verify you're on the latest release of Native Access 2 which is 3.18.1.

It also might be useful to disable Real-time protection in Virus & Threat protections in Windows Security as it can sometimes be problematic with timeouts on larger downloads. Then turn it back on after the install is complete. I do this as a matter of course whenever I'm downloading a library as it greatly reduces download times. The same would be true for any 3rd party virus protection programs you might be using.

Another simple test might be to try a simple download of a single library through Native Access 2. If that succeeds you may want to check with your ISP (Internet Service Provider) to find out if there's some throttling or limitations placed on your particular internet service agreement.

If you're using a wireless LAN connection in your house you may also want to check the speed that's running at. I replaced my wireless LAN last year in my house with a WiFi 6E router specifically for this purpose of larger downloads.

This should help in streamlining the troubleshooting efforts once you're in contact with Customer Care.

Vocalpoint

Wow…now this is cool:

Not only can you snag the current version - but any previous ones as well:

Nice work.

While NI should have done this years and years ago - this should finally silence all those who have been barking for offline access to their products.

PK The DJ

Yes it was mentioned in another post, at which point I saved the link. I think they need to change the "Min OS Version" numbering for Windows though, because it's unfamiliar (although the link clarifies things).

PoorFellow

https://community.native-instruments.com/discussion/comment/232326#Comment_232326

There is a recently introduced way to access your products directly:
DIRECT DOWNLOAD LINK

https://community.native-instruments.com/discussion/comment/232342#Comment_232342

Not only can you snag the current version - but any previous ones as well:

While NI should have done this years and years ago - this should finally silence all those who have been barking for offline access to their products.

Thank you at PK The DJ and VocalPoint for the mention of this 🙂

Nobody told me abut any of this , I did notice some mention of a download earlier but didn't spend time on dwelling on it.

I asked (yet another time) for this feature more than a year ago over here at the section of my post where it says "With respect to the old versions of software" .

Great that this has finally been implemented , and looks as the way they have chosen is even better than what could have been expected , at least in the sense that they gives access to a wide array of versions of the software rather than selected versions 🙂

PK The DJ

This post → link ← is the first place I saw it, back on the 23rd.

albalyu

If, if, if... And your computer is weak, and your internet is slow, and the letter went to the wrong place...

Or maybe the Native Access 2 app just works very crookedly? And it's not the user who is doing something wrong...

I tried EVERYTHING that was recommended on this forum. I have normal internet speed and ALL other apps and tools load normally, 10-20 times faster than in Native Access 2. And they install. And they work. I have a modern computer with the latest version of a modern operating system. And I also tried VPN.

And the link you provided does not have most of the products that have appeared recently, and the latest extensions are not there at all. There are about 60-70 percent of what I paid for. And the versions there are often far from the latest. I compared.

You all missed the most important thing I wrote in my post. Just before the end, the download always freezes and does not finish. If the volume is 550 MB, then, for example, 548 MB will be downloaded. And then nothing happens. And nothing is installed. And so it is with all the tools, applications and extensions from Native Instruments. And judging by the posts in this section, I am far from alone.

The solution could be to fix Native Access 2. But I don't believe in it. Well, or a section with links to download the latest versions of all the tools and extensions for which I paid a lot of money. I hardly believe in that either.

albalyu

For example, Massive X Factory Library. I was careless enough to delete it. And now it won't install via Native Access 2. And on the left you can see that there are 12 updates. But I won't risk updating them because the updates will never end.

Windows 11, Ryzen 7, RAM 16 GB, SSD 2 TB. Internet speed - 100 Mb/sec. I think this is enough system configuration for the any app to simply download and install.

And after 20 minutes:

The same. Nothing has changed. And so with any library I tried to load.

Vocalpoint

"Windows 11, Ryzen 7, RAM 16 GB, SSD 2 TB. Internet speed - 100 Mb/sec. I think this is enough system configuration for the any app to simply download and install"

Unfortunately - 100 Mb/sec - is simply not fast at all. If this is actually what you are getting where you live - you need to consider a better internet provider or an analysis of exactly where it is you live and what is going on with your infrastructure around there.

And remember - you will never sustain 100 MBPS either - your connection will be more like 30-50 mbps sustained. And this does not include the standard speed cap that occurs from the NA server nodes. None of us get unlimited bandwidth to any download whenever we feel like it.

Here is my speed in Alberta Canada:

This poses no issues for me on any download of any size. But this is ten times the rate of your connection.

While I 100% agree with you - that Native Access DOES have it's fair share of oddball issues from time to time - if these issues were indeed universal - we would ALL see them - but I do not.

Native Access cannot (and never has been able to) overcome a substandard connection, a congested ISP, a dodgy connection at your house, downloading via wi-fi (please no) and umpteen other things that need to be just right to make a 4GB library download happen in 10 minutes or less.

I have seen this issue - exactly as described - more than once - but in all cases where it was resolved - the cause was environmental to the users' machine and/or their network/ISP/location.

The world is a huge place and there are only so many network nodes out there for this sort of thing.

NI has zero control on how fast your connection will work on any given day.

albalyu

An hour has passed. And nothing has changed.

And the internet speed has nothing to do with it. It just doesn't work. It's stuck on the last megabyte. And stop.
And this has been going on for a WHOLE MONTH. These are not temporary problems. And not from time to time.

So don't tell me that sometimes it supposedly glitches. And I'll repeat myself, I'm not the only one who has this problem. You can read about it in other people's posts on this forum.
And once again - other applications load 10-20 times faster than in NA 2. So the Internet has nothing to do with it.

Vocalpoint

"So don't tell me that sometimes it supposedly glitches. And I'll repeat myself, I'm not the only one who has this problem. You can read about it in other people's posts on this forum."

100% agreed. But not for me. And not for everyone. Considering there are hundreds of thousands of users - all using the same NA as you and me - we are not seeing hundreds of thousands of threads on this.

I have personally seen maybe 20-30 in the last month or two - including this one.

This is not to downplay your issue in any way - but the blame cannot be placed solely on NA.

" It's stuck on the last megabyte. And stop"

Could be a file read/write. Could be Windows Defender Antimalware being allowed to scan the Native Access.exe file while downloading and the process is locking it. Could be that you have tried these specific downloads a bunch of times and you have a massively disjointed set of xml, logs and other files that NA cannot navigate now. Could be you are out of space or an obscure permissions issue. Could be your Visual C++ redistributables are out of date. Could be a whole lot of things actually.

Bottom line is that we (the forum users) can only go so far with this. Suggest you reach out to NI Support and get them to see if they can determine cause.

PK The DJ

Native Access is not broken. Most users have no issues downloading. If it was an issue with NA then we'd all be having the same problem, but it's a handful of people dotted around different locations of the globe, who are very vocal about it and convinced that it can't possibly be a problem at their end.

I don't understand what your issue is with the direct download links. If you insist that NA is the cause, then downloading directly takes NA out of the equation. Even if some things are missing or not the latest versions, at least you would have downloaded 60-70 percent of the content.

Most of the questions I asked, you didn't answer so if you're not prepared to provide details, we can only guess (as VP is doing above).

FYI I've also got 900Mb FTTP, and mine's 900 in both directions.

albalyu

https://community.native-instruments.com/discussion/comment/232386#Comment_232386

What other details do you need?
One of the messages above indicates the computer configuration.
I bought the latest upgrade to Collectors Edition 15 to get new extensions that I didn't have and none of which are available at the link provided.
Well, I didn't pay for 60 percent, but for the full Collectors Edition 15. And I didn't get it in the end.
And no one offered me direct links to what I paid for.
Support didn't respond to me either. They only sent a formal reply that the ticket was registered. That's right, those who haven't paid yet have a higher priority than those who have already spent the money. He certainly won't be buying anything else in the near future.
I don't think this is a normal attitude towards buyers. And I certainly don't think I'll spend money on anything else from NI.
And you are doing fine with downloads SO FAR. Are you absolutely sure that because of the crooked hands of the developers, you won’t end up like me one day?

albalyu

Additional information on the situation:
I tried to install applications from NI on two of my computers. One under Windows 10, the second - under Windows 11. And they did not work in either one. The download eventually reaches almost the end, as in the screenshots provided earlier, and freezes. It is impossible to install any product.
At the same time, all other music and video applications, of which I have a lot, are installed quickly and successfully. There were no such problems with any of them as with applications from NI.

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