Hi folks, can anyone tell me how i contact NI support ?

Davie gil
Davie gil Member Posts: 5 Member
in Native Access

i've just had to reboot my pc to factory settings now i keep getting download errors for all my products,,all location paths etc are correct and operating system is up to date, can anyone help me out please

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Answers

  • Uwe303
    Uwe303 Moderator Posts: 3,039 mod

    Hello,

    what os do you use, and have you tried to clean the download folder and try again to download?

  • Davie gil
    Davie gil Member Posts: 5 Member

    Hi there,, I’m using windows 10,, the download folder is empty,, I’ve had to reboot the pc so all files are empty

  • Uwe303
    Uwe303 Moderator Posts: 3,039 mod

    https://support.microsoft.com/en-us/windows/add-an-exclusion-to-windows-security-811816c0-4dfd-af4a-47e4-c301afe13b26#ID0EBF=Windows_10 maybe adding it here can help, my native acces is added in the exclusion list on my win 11 for example

  • Uwe303
    Uwe303 Moderator Posts: 3,039 mod

    Ohh and here is also a link in the article to the "solution wizard", at the end you can contact support if nothing has helped. https://support.native-instruments.com/hc/en-us/articles/115005878409-Native-Access-Error-Message-Download-Failed-Unknown-error-

  • Davie gil
    Davie gil Member Posts: 5 Member

    Thank you I’ll give a go

  • Davie gil
    Davie gil Member Posts: 5 Member

    all paths are set to default,,Native access has let me download/install some programs,, Traktor,,Maschine 2,, Komplete Kontrol,,Massive x and a few from my 12 ultimate,, abbey road drums 50’s 60’s etc but giving me a download error with another 119 items,, expansions etc,,, all location paths are the same for the ones it let me download,,,plenty of space 1.8tb.,,, not sure what to try tbh

  • Uwe303
    Uwe303 Moderator Posts: 3,039 mod
    edited January 2023

    Ok, if you can download and install a few normally all should download and install, maybe try again one by one, or 3 at a time, and if it fails or hangs try again the same ones until it works. If nothing works, you can try with native access 1. I never had any issues with native access 2 but some people have the same issue like you and as far as I know native is investigating it. You can install na1 and after everything is installed uninstall it and use na2 for updates. https://support.native-instruments.com/hc/en-us/articles/4748946468497-How-to-Downgrade-Native-Access-2-to-Native-Access-1

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 9,637 mod
    Answer ✓

    @Davie gil You can always contact our native Access specialists here: http://bit.ly/NIsupport_install

  • Davie gil
    Davie gil Member Posts: 5 Member

    Hi there,, thanks for your help guys,, I had to download them individually and close NIA 2 after each download,,,, as soon as I put a product in a que for download I would lose the connection in the one that was downloading,,, it was a bit of hassle but I got there,,, I’m running the same software on 2017 Mac Pro and was able to download and install without any problems at all,, so looks like it was a connection problem with my dell inspiron running windows 10,,,,,, thanks again

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 9,637 mod

    @Davie gil Maybe this post might be of interest: Issues: Products get stuck on installation when several products are in queue

    Also don't hesitate to contact our support agents when you have issues http://bit.ly/NIsupport_install Our specialists will be happy to help.

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