"An error occurred while processing your serial"

Benjamintoddwills
Benjamintoddwills Member Posts: 1 Newcomer
edited October 2024 in Native Access

Hello,

I am brand new to native instruments, and just keep running into this error message while attempting to register my hardware serial:

"An error occurred while processing your serial"

It's a new keyboard from Sweetwater, so there really shouldn't be a licensing issue.

Any ideas?

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Best Answer

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,275 admin
    Answer ✓

    @Jordy Penagos It looks like you were able to contact my colleagues and the issue is now fixed.

Answers

  • Uwe303
    Uwe303 Moderator Posts: 4,536 mod

    Hello,

    maybe this helps: Native Access Error Message: "Activation failed...Internal error during activation" – Native Instruments (native-instruments.com)

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,275 admin

    @Benjamintoddwills I see that my colleagues got back to you. Let us know when the issue is solved and how, thanks!

  • Jordy Penagos
    Jordy Penagos Member Posts: 1 Newcomer
    edited May 2024

    I have the same problem as everyone, I can't register the kontrol'S61'N MK3 midi controller. It does not recognize the hardware serial number. I already updated the product, I already changed the native access account registrations and I couldn't register the driver. I have been investigating and in some forums they mention that these numbers have already been registered previously or with other accounts. Is that true??? I bought it new online, I already opened a ticket but I still haven't received a response.
    Sincerely Jordy

    Hello here is the admin Uwe303 I deleted the email address, pls don't write mail addresses here for your own safety and that you don't get spam

  • Uwe303
    Uwe303 Moderator Posts: 4,536 mod

    Hello,

    as written above I changed your text a bit at the end, contacting support on this case was right, only support can help you in this case most likely. Please wait for response, I know it's not ideal if you have a product and want use it and you can't.

  • PoorFellow
    PoorFellow Moderator Posts: 6,530 mod
    https://community.native-instruments.com/discussion/comment/155476#Comment_155476

    I have been investigating and in some forums they mention that these numbers have already been registered previously or with other accounts. Is that true??? I bought it new online,

    The already registered ought only happen if the unit were sold prior to someone that returned the unit. Your issue registering the unit where the serial do not work is another type of issue most likely of technical nature. And as Uwe303 already explained then only Account Support can help with that.

    After making a ticket you ought to have been receiving an email confirmation within a couple of hours (remember to check spam folder also). Then please allow support up to a week to answer and if they do not respond within a week then politely update your ticket to let support know that you are still waiting for a response. Also N.I. support do not work in the weekend.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,275 admin
    Answer ✓

    @Jordy Penagos It looks like you were able to contact my colleagues and the issue is now fixed.

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