Cant get Kontakt 8 out of demo

I recently purchased Kontakt 8. I even bought a Kontakt 8 upgrade last year during a huge sale. I've submitted 2 tickets and the customer support gives me a generic 1 time response (completely misunderstanding the issue) then never contacts me again.

My account shows the programs as "UNREGISTERED". I cannot get my Native Access to recognize the Kontakt 8. IT REMAINS IN DEMO MODE AND REQUEST SERIAL. I cannot access a serial on my store account.

I doublechecked my account login. Both my Native Access and my store accounts are on Google, using the same login techniques.

I went to the help pages and deleted the "Native Instrument" folder and deleted the "Native Acess.xml" file as instructed. Native access replaces them both and still shows Kontakt 8 as a demo.

I open Kontakt 8 and it request a serial.

I have now burnt $400 dollars on this product and neither purchase has worked. Nor have I ever been able to get a refund on either purchase because customer support keeps going silent on me after I contact them 1 time.

Is there any way to see my serial numbers on my products? Maybe get Native access to recognize my purchases. I noticed that I have about 10 products on my account as unregistered with no clue how to make them registered. No emails have it either.

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Urrelles

Well customer support finally contacted me and remedied my issue. Thank you all for the help on this issue. something odd happened that forced customer support to have to enter my serial into my account manually.

They gave me a voucher for the upgrade I purchased last year for $100.

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Urrelles

Oh, and I also uninstalled and reinstalled Kontakt 8 and Native access to the newest version 3.22

PoorFellow

I've submitted 2 tickets and the customer support gives me a generic 1 time response (completely misunderstanding the issue) then never contacts me again.

I have now burnt $400 dollars on this product and neither purchase has worked. Nor have I ever been able to get a refund on either purchase because customer support keeps going silent on me after I contact them 1 time.

@Jeremy_NI , something for you to look into (?)

Jeremy_NI

@Urrelles You submitted your first request on Saturday, our offices are closed on the weekend. No need to create more requests. My colleagues will get back to you as soon as possible. Thanks for your patience.

Urrelles

I'm being as reserved as possible when I state this…..

But, how does a nearly 30 year old, highly successful company, with one of the largest VST players and sound libraries in the world not have a basic chat based customer support on the weekends, nor state on their website their hours of operation for customer support?

I'm already highly upset that my serial numbers are inaccessible to me, which is the easiest remedy for my issue.

I will wait, as recommended.

PoorFellow

https://community.native-instruments.com/discussion/comment/257182#Comment_257182

I'm already highly upset that my serial numbers are inaccessible to me, which is the easiest remedy for my issue.

If the serial has already been registered to the account then it of no use at all to re-enter the serial (Even if N.A. says that it accepts the serial again) .

If product has already been registered then you should be able to find the serial on the Transfer a license page when logged in….

I went to the help pages and deleted the "Native Instrument" folder and deleted the "Native Acess.xml" file as instructed. Native access replaces them both and still shows Kontakt 8 as a demo.

Did you also delete the Kontakt 8 XML as you are supposed to ? Ref. : :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 offending Kontakt product XML) then restart computer and log in again to see if that helps

P.S. you are not by any chance a CCleaner user ? , CCleaner can destroy a lot , especially a lot of NI software registration files

Urrelles

There was no Kontakt8.xml. I did a search in the parent folder to try and find it and had no luck. My Kontakt 8 is one of 5 products that show as "Unregistered". I have uninstalled the program through Native Access and reinstalled it.

I believe part of my issue is that I bought the Kontakt 8 UPGRADE last year and could not get it to work, so I bought the full version 3 days ago thinking I didnt have the right software. Maybe the two purchases are conflicting with each other. I do believe the tokens you mentioned are the issue, since there is no Kontakt8.xml file to fiddle with.

Nope on CCleaner too.

I attached 2 pictures. One of the Service Center folder to show the missing Kontakt 8 and the other of my product list.

PoorFellow

https://community.native-instruments.com/discussion/comment/257238#Comment_257238

I recently purchased Kontakt 8. I even bought a Kontakt 8 upgrade last year during a huge sale.

Comparing to your screenshot then this definitely do not look right. What worries me most here compared to your description and screenshot is that nowhere does it say upgrade and it doesn't just say Kontakt 8 either. In my experience then sometimes when we see these problem then what people has done is to have bought e.g. cross-grades or something while not having any qualifying products. But it doesn't say 'cross-grade' either though I don't know enough about how all this works.

But it doesn't fit your 'upgrade' description. Anyway , this definitely looks as something that needs NI Support to sort out

At the moment then the 'Kontakt 8 Bundles' are sort of in a limbo since they are on account as NOT registered and from what I have understood then you can not even find the serials on your account before having activated the products.

It almost a bit backwards since from what I have understood then at the moment you would get Kontakt 8 from a state of showing on account as not registered to showing on account as registered by installing Kontakt 8 in Native Access and Native Access then activate it. So activating the product with N.A. should register it. However then that would require the product to be activate-able in the first place - which depends on if what you bought fits the account otherwise then it will not activate….

Anyway , as already written then this definitely looks as something that needs NI Support to sort out…

PoorFellow

https://community.native-instruments.com/discussion/comment/257238#Comment_257238

P.S.

Since it looks as if you bought the same product twice (Kontakt 8 Bundle) then you should check with Support at place of purchase (NI ?) if you could have your latest purchase refunded…

Urrelles

Thanks for giving me your expertise on the issue. Im getting more help from a volunteer moderator than customer support at this time. I went and checked my purchases. One says Kontakt 8 UPGRADE, and the other just says Kontakt 8. I got a redacted screenshot here of my Kontakt 8 purchase. No special bundle or anything.

Do you know how long support services tend to respond to a user? Is it like days or usually within hours? I havent heard back from them yet and it is now Tuesday into the next week.

Urrelles

PoorFellow

https://community.native-instruments.com/discussion/comment/257302#Comment_257302

Great that the problem was fixed , thank you for confirming that 🙂 Also good news that NI let you have a $100 voucher to offset the previous (wrong ?) purchase , hope that it will be of use for you 😀

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