Native Acess 2 "Dependency installation process is taking longer than normal..."

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  • Austin R.
    Austin R. Member Posts: 10 Member
    https://community.native-instruments.com/discussion/comment/26131#Comment_26131

    I understand it may be the weekend, but I got my product on Wednesday. It's now Saturday. When you buy a product, you expect to be able to use it.

  • Monochrome
    Monochrome Member Posts: 1,429 Expert
    edited July 2022
    https://community.native-instruments.com/discussion/comment/26133#Comment_26133

    I fully agree, but what I meant was that the customer support isn't working on a weekend. You'll have to wait until next week.

    Just to confirm: Have you already tried installing the dependency (NTKDaemon) manually?

    (Link from here)

  • ||Artimus||
    ||Artimus|| Member Posts: 1 Member

    I'm having the same issue. I feel relieved to know it's not a user error because I've spent the last 3 days diagnosing everything almost to the point of resetting my entire PC. I can be patient.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,941 admin
    https://community.native-instruments.com/discussion/comment/25999#Comment_25999

    In the release notes, only the typo in the error message has been fixed, not the issue itself.

    • FIXED a loading screen typo in install dependencies permissions error message


  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,941 admin
    https://community.native-instruments.com/discussion/comment/25988#Comment_25988

    The issue is a bit different on Mac and PC. On Mac, you can fix it with killing the ntkdaemon in the Activity monitor. For Windows, it's more complicated and our support agents need to have a look.

  • Bogdan
    Bogdan Member Posts: 1 Member
    edited August 2022

    Hi Jeremy,


    Are there any updates?

    As far as I can see, I have the same problem but in my case, the version downloaded is 2.0.7 and I'm still seeing the issue

    Is there somethig I can do to fix this?

    Thanks,

    Bogdan

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,941 admin
    Answer ✓
    https://community.native-instruments.com/discussion/comment/26634#Comment_26634

    If you get the error message on Mac, simply open Activity Monitor and force quit the ntkdaemon process, that should do the trick.

    If you are on Windows, it's a bit more tricky. You would need to get in touch with our customer support here: http://bit.ly/NIsupport_install

    If it's an emergency and you don't want to wait, you can always downgrade to Native Access 1: How to Downgrade Native Access 2 to Native Access 1

  • rhyot
    rhyot Member Posts: 7 Member

    Interestingly, NTKDaemon only shows in process via Activity Monitor once the second password prompt appears for installing a new helper tool during Native Access 2.2 installation, and as soon as I enter my password for NTKD, the process closes from AM, incurring the 'taking longer than normal' NA installation error (NA 2.2). I can then spotlight launch NTK Daemon manually, and again it appears in Activity Monitor, prompts for my password, and again, as soon as I enter it the process closes, and then NA's message changes to 'please grant permission to NTK Daemon to install dependencies and restart Native Access."

    I have already run the cleanup shell command script, reinstalled NTK Daemon, and still no luck. I am also having a problem with running NA 1.x, so downgrading is out, and currently NA is broken. Seems I've exhausted anything available on the topic.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,941 admin

    @rhyot I see you're in contact with one of our Native Access specialists, you're in good hands, hopefully he'll find a solution to this.

  • rhyot
    rhyot Member Posts: 7 Member
    edited August 2022

    @Jeremy_NI We've been through a few steps but not yet resolved - going to try gutting all the relevant files and whatnot I can find and then go back through again for good measure.


    Edit/Update: Scrubbed a bunch of NA and NTKD files, reinstalled NTKD from the pkg installer, restarted, ran a terminal line from a support email to launch NTKD via the process inside the app container's contents/macos folder, received a readback XPCError of "Connection Invalid", which seems to be the underlying cause here, in that, NTKD is perhaps not making a server connection to install the necessary helper(s). 

    2022-08-08 19:37:55.023 NTKDaemon[815:8353] XPC event handler (error): <OS_xpc_error: <dictionary: 0x7ff8430e7740> { count = 1, transaction: 0, voucher = 0x0, contents =
	"XPCErrorDescription" => <string: 0x7ff8430e78d8> { length = 18, contents = "Connection invalid" }
}>'

    Found this bit via Apple support, marking this type of XPC Error as 'SOLVED' by performing an uninstall and reinstall of Java. https://discussions-kr-prz.apple.com/en/thread/253289481

    Java fresh install complete. Tried again to restart an operation of NTKD, same result.

  • rhyot
    rhyot Member Posts: 7 Member
    https://community.native-instruments.com/discussion/comment/27036#Comment_27036

    The daemon.log shows the following:

    ========================DAEMON START========================
[info] [2022-08-09 00:09:43] "0x112e41600":NTKDaemonApp.h:139 Version: 1.7.0 (R137) 
[info] [2022-08-09 00:09:43] "0x112e41600":NTKDaemonApp.h:140 Using Native API Host: api.native-instruments.com
[info] [2022-08-09 00:09:43] "0x112e41600":NTKDaemonApp.h:141 Using Native API Auth: https://auth.native-instruments.com
[info] [2022-08-09 00:09:43] "0x112e41600":NTKDaemonApp.h:142 Using Real Time API Host: ws.nas.native-cloud.com
[info] [2022-08-09 00:09:43] "0x112e41600":NTKDaemonApp.h:143 Tracking environment: productive
[info] [2022-08-09 00:09:43] "0x70000536b000":PrivilegesHelper.cpp:17 Privileges Helper installed, checking versions...
[info] [2022-08-09 00:09:43] "0x70000536b000":PrivilegesHelper.cpp:22 Privileges Helper shipped version: 1.10.1.0
Privileges Helper installed version: 0.0.0.0
[info] [2022-08-09 00:09:46] "0x70000536b000":PrivilegesHelper.cpp:27 Privileges Helper install success: false
[error] [2022-08-09 00:09:46] "0x70000536b000":NTKDaemonApp.h:409 Exception thrown instantiating the Daemon: Could not install Privileges helper tool
  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,941 admin

    Hey @rhyot You're in touch with the Native Access specialists, which I'm not ;) I would suggest to continue the conversation by email until a solution is found.

  • bobstermarley
    bobstermarley Member Posts: 1 Member

    Just unboxed my lovely shiny Komplete Kontrol S88 MK2 and so far...... "Dependency Installation is taking longer than normal". Any ideas?

  • rhyot
    rhyot Member Posts: 7 Member

    @Jeremy_NI yeah, in part sharing for people on the thread who may see something from a stronger dev background than I, because currently the NA specialist is sending me youtube videos that would make sense if I had a brand new M1 mac that wasn't working, a la creating an entirely new user account on my mac and wiping my old one *oof*

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,941 admin

    @bobstermarley Well, at the beginning of this thread you should find what to do if you encounter this issue.

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