NA does not display product after successful serial registration

Philippe · 2023-07-13T16:38:29+00:00

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Hello,

just bought the Music Essentials Bundle, got the email with serial numbers, registered the PLAYBOX+DUETS+REPLIKA XTproduct serial in Native Access successfully...but the products do not display for download in NA/ Quit and relaunch NA several time, no luck.

I see the product registered in my web NI account

macOS 12.6.7 on ARM64, Native Access 3.4

Any help greatly appreciated

Philippe

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Hayo_NI

Hey Philippe, we've identified this bug. We're prepping for release, should be getting something out next week. Apologies for the inconvenience!

[Deleted User]

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Philippe

https://community.native-instruments.com/discussion/comment/84284#Comment_84284

ah pity...

Thanks for your reply, well almost :)

Philippe

https://community.native-instruments.com/discussion/comment/84290#Comment_84290

seems so...

Hayo_NI

https://community.native-instruments.com/discussion/comment/84290#Comment_84290

That shouldn't be the case, only that it should take a longer while than intended. Lemme check what might be going on and get back to you.

Hayo_NI

Have you tried restarting the computer? Otherwise, maybe try manually deleting the Native Access.xml file?

Unstoppable

I have the same problem plus the fact that i received all the emails confirming the order except for the serial numbers. Every mail i have states that i will receive them in a separate mail that never came. Its 2 days now, this is the third.

Philippe

https://community.native-instruments.com/discussion/comment/84370#Comment_84370

If you say it’s an aknowledged bug, I don’t see how tweaking my system will be of any help ?

I did restart yesterday.

But today products are here in NA.

So, for my understanding, did NI fix it sooner than expected, or was it not a bug, just a delay or what ?

Philippe

I guess you checked your Spam folder ? No offense, we all forget this basic sometimes

Hayo_NI

https://community.native-instruments.com/discussion/comment/84383#Comment_84383

It is a bug. Native Access should resolve this quickly, not at the rate that it was done, but it's a bug we were aware of. I wanted to make sure you got access to your products, but if you have access now, then I'm happy to hear that. We'll still ship the fix for the Native Access bug asap.

LostInFoundation

https://community.native-instruments.com/discussion/comment/84378#Comment_84378

Did you check your account in NI site under My Products and Serials? You should already find them there.

Even because it is strange your emails state that: I don’t think they send serial numbers by email anymore.

My last emails contained this:

Unless you are talking of serial numbers for additional products (like i.e. Plugin Alliance vouchers or similar)

Unstoppable

@LostInFoundation @Hayo_NI There is no serial for this bundle in my serials in my account. I simply feel scammed. Purchased on Wednesday, still nothing. All I have is the emails confirming my order and payment. And email support is disappointing cause they simply didnt read my emails properly. I told them I have no serial in any email and they replied by telling me go look in the emails for serial...Yeah, thanks for reading carefully.

Philippe

https://community.native-instruments.com/discussion/comment/84457#Comment_84457

https://community.native-instruments.com/discussion/comment/84390#Comment_84390

Indeed there is a common serial number for "PLAYBOX+DUETS+REPLIKA XT"

Apart from my specific (solved) issue, I really hope all NI hosted companies soon merge their registration / delivery systems in a global platform; because I guess for such large audience offers the process to register and download in three different systems is way too complicated for entry level users; not talking that it will also probably generate a large number of support requests

Tony.biopunk

I am also can't find my serial for playbox or any other product in the bundle.

Philippe

https://community.native-instruments.com/discussion/comment/86655#Comment_86655

For me, after this NI bug acknowledgement, it seems it was more a question of waiting one or two days (I don’t remember exactly), as there was no bug fix announcement apparently

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