Native Instruments Customer Service Issues

Hello, I recently purchased a new laptop and need help transferring my Maschine and Kontakt 5 software. Both programs are showing as already registered on my old laptop. I cannot remember the email I used back in [redacted] when I first purchased them. I have the online receipt for Kontakt 5 and the original box for Maschine with the serial numbers on a card. I urgently need assistance with this as I've invested $[redacted] in the new laptop and need to get my studio up and running. I have not been able to find a phone number to contact you. Please reach out to me at [redacted]. Thank you.

I purchased the Maschine MK3 soon after its release, saving up diligently for it. Initially, I used my brother's Mac to register the serial number and download all the necessary software and sound libraries. Unfortunately, the files were deleted when the Mac ran out of space. I then installed everything on my father's old Mac, which was later stolen from my car, resulting in the loss of all the data again. I attempted to use an old Sony Vaio but encountered issues with crashing software. After finally saving enough, I acquired a new laptop. When I tried to register my Maschine again, I was informed it was already registered. I am eager to get back to making music during the COVID-19 lockdown and would appreciate any assistance to resolve this matter promptly. Thank you.

I am experiencing issues with Native Instruments Komplete Kontrol and Kontakt 6 not exporting MIDI recordings correctly. For example, when I record the Gentleman piano, it plays back fine in the project but when I bounce/export it, the notes cut out a few milliseconds after being triggered. This problem only happens with Native Instrument plugins. I have updated my macOS and NI Library to the latest versions, but the problem persists. My Mac specs are as follows: Processor - 2.9 GHz quad-core Intel Core i5, Memory - 8GB [redacted] MHz DDR3, Storage - 1TB. I am using Logic Pro X for my work. I need guidance on resolving this issue. Despite trying to adjust sample rates and searching forums (which I can't post on despite having an account), I haven't found a solution. It's frustrating not being able to reach anyone at NI for help.

I recently purchased the Komplete Kontrol 12 Ultimate Upgrade boxed. I was told that the Mk2 61 MIDI controller would come with KK12 Select pre-installed, but it seems I already had a pirated version of KK12 installed on my system which I could not register fully as I lost the serial card. I bought the KK12 Ultimate Upgrade last month and uninstalled KK12, managed to get my serial number from NI Support, re-downloaded KK12 Select, and installed it. Recently, when I plugged in the hardware drive of KK12, it showed an error message "this disc is no longer readable" and I couldn't recover it using MAC OSX Disk Utility either. I am unsure why this is happening. Can someone advise me if I can connect the KK12 Ultimate Upgrade external drive to upgrade now or not?

I am attempting to download content from Native Instruments. After clicking on the files at Native Access, it prompted me to download a new helper tool and requested my user name and password. Despite entering what I believe to be my last password and the username I think I have, all attempts are being rejected. I recall there used to be a "forgot password" option, but as I seem to be inputting the wrong details, I am feeling trapped with no way to proceed. Although the website recognizes me and I have changed my password, uncertainty remains about whether it matches the one used by Native Access. My user name is also a point of confusion. Your assistance is greatly appreciated.

Hello everyone, I recently purchased a Traktor DJ Kontrol S3 and downloaded everything using Native Access. I also bought Traktor Pro 3 DJ Software with a code. Unfortunately, my PC crashed, and after reinstalling Windows, I could only download the demo version of Traktor Pro 3 through Native Access. When I try to enter the code, it says it has already been used. I am using the same account and would like to have the chance to download the full version of Traktor Pro 3 again to use with my mixer. I can provide proof of purchase for the mixer and related documents. I appreciate any assistance. Best regards, L.K.

Hello, I recently bought the Audio A6 controller from a private seller, and it seems to be new and unused. Everything is in the box except for the Scratch Pro 2 software disk. The box label mentioned the software is included. Inside, I found a card with the hardware serial number. Can I use this serial number to download and activate the software? Thank you. Andre

I am experiencing issues purchasing expansion packs on your website. I have attempted to make the purchase using various browsers including Firefox, Safari, Chrome, and Opera on OSX, as well as Chrome, Safari, and Internet Explorer on Windows 7. Additionally, I tried Safari on my iPad, covering a wide range of possibilities regarding browsers. Despite my efforts, I keep encountering the same two errors consistently. I have attached screenshots from different browsers displaying the errors. I have attempted troubleshooting steps such as deleting cookies and browsing history, changing languages, and attempting to buy one item at a time with no success. I asked five other individuals in different parts of London to try making a purchase, and they are all facing the same issues. This widespread problem within London is concerning. I am unsure of the situation in other countries. I would appreciate any assistance you can provide.

Hello, I have a dilemma regarding purchasing the Maschine+. I need to know how much hard drive space is required to download all the sounds, including the Komplete Select 50GBs. Since the Maschine+ is a standalone device, do I have to download additional content to my computer beyond the basic software? I am limited on hard drive space, and I desire the Maschine along with its complete library. For the MK3 and Mikro, I understand that all content needs to be downloaded to the computer, so I am curious if the Maschine+ is different in that aspect. If I can avoid downloading everything to my computer, will I still be able to export individual tracks as WAV files or similar formats for full mixing and mastering purposes? I appreciate any clarification on this matter. Thank you.

I encountered an issue with my Native Access expansions. After installing them, they initially showed up in Maschine 2, but some didn't work. Upon reinstalling, only a few appear in Maschine 2 and on my Maschine MK3, and the icons for some expansions are just grey squares with a plug. I've tried uninstalling and reinstalling 4 or 5 times. Even after ensuring the correct path in preferences and rescanning, nothing changes. The files are in the right place, but when I confirm the path, it says it already exists and asks for a different one. Dealing with this for days has been frustrating. If you could assist in resolving this issue and perhaps offer something for the inconvenience, I'd be grateful to continue as a customer with NI.

Dear NI, I recently purchased Komplete 13 ([redacted] version) but encountered an issue with the FORM plugin not installing correctly. Despite following the troubleshooting steps on your website, FORM does not show up in the Components folder. I have attempted to manually reinitialize and reinstall the plugin as advised. I have two MAC computers, one running Big Sur and the other on Catalina, both integrated with Logic Pro, but the issue persists on both systems. Despite seeking help from a studio technician and reinstalling Native Access, FORM remains inaccessible. In Logic's Plug-in Manager, I only see 7 out of the 10 downloaded plugins, with FORM missing from both the manager and the Components folder. I am about to start important projects in Berlin and would like to smoothly incorporate Native Instruments into my workflow. I am involved in significant projects like the Soundwalk for the Gruen Berlin city park and a documentary film job. I even considered seeking an endorsement due to my involvement in major projects. I am located in Berlin and would be willing to visit your office for assistance. Best regards, Paul Brody (www.paulbrody.net) [redacted]

When attempting to save a custom preset on Guitar Rig 6, a software issue arises. Clicking the save icon initiates the save dialog, but typing in the preset name triggers keyboard shortcuts within my DAW (BandLab Cakewalk). This prevents me from entering any characters in the name field. The save dialog window remains the active one in front of all other windows.

Hello! I purchased my MK3 three years ago and installed Native Access. I registered the serial number, downloaded all the necessary files, and updated everything, but unfortunately, Maschine 2 is not working. I keep receiving a message prompting me to 'Run demo, buy, or activate.' When I try to activate, Maschine 2 closes without any action. Running the demo only partially works for 30 minutes, and many sounds do not load properly, showing an error message 'file cannot load.' I attempted to re-enter the MK3 serial number in Native Access, but Maschine 2 continues to display the same activation window. Despite contacting NI support through their website three or four times in the past year, I have only received unhelpful setup guides for the MK3. I have been unable to utilize my MK3 despite investing nearly a grand in the equipment and sounds. I am eager to resolve this issue and would greatly appreciate any assistance.

Hello! My name is Leticia Manfil. I backed up my Traktor playlists a week ago on a 4T drive, but now they are missing. I have been trying to recover them for days without success. As a Dj and musician, I am in desperate need of my playlists. Even an Apple Care technician couldn't resolve this issue for me. Please contact me at [redacted]. Thank you so much for your assistance. Happy Holidays! Sincerely, L.

Hello, I would like to inquire about my Kontakt version and obtain the serial number. I am looking to purchase VSTs for it. I am experiencing an issue where some of my files in Kontakt switch to the basic player or demo version, even though I believe I have the full Kontakt version. I have Maschine and thought it included Kontakt 5 but am interested in updating to Kontakt 6. Any assistance would be appreciated in resolving this confusion. Thank you.

For the past two days, I've been attempting to install the Kontakt Factory Library (Kontakt 5) on my internal hard drive. However, no matter what I try, I keep receiving the error message stating, "The library path is invalid." I have been using the library path "/Users/Shared/Kontakt Factory Library". My operating system is MacOs 10.13.6 (High Sierra). Despite having [redacted] GB of free space on my internal hard drive, I'm being prompted that I require an additional 5 GB of space. Any suggestions would be greatly appreciated!

Bonjour, J'ai récemment acheté un ensemble comprenant le contrôleur Komplete Kontrol S49 MK2 et la suite Komplete Ultimate Collector's. J'ai réussi à installer la première partie, Komplete 13, sur un disque dur externe. J'ai commencé à installer Komplete 13 Ultimate Collector's, mais cela fait maintenant trois jours que mon ordinateur charge et il reste encore 99 fichiers sur [redacted] à installer. Est-ce normal que cela prenne autant de temps? Est-ce la bonne méthode? Merci pour votre aide.

I recently cleared space on my old Mac and now I'm having trouble downloading Traktor 2 for my Control S2. The only option available is Traktor 3, which requires payment. I tried using Traktor DJ, but half the buttons weren't functioning. Despite looking for it on NI Access, I couldn't find the version I need. Now, I can't even reinstall Traktor DJ. I'm disappointed as I believe I shouldn't have to pay again for software that was originally included with my equipment. I also own Traktor Kontrol and an F1 pad, but they haven't been helpful in this situation. If there's no resolution, I might switch to Serato instead. I've been loyal to TRAKTOR for 12 years, but the situation has me considering alternatives.

I have been in contact with Native Instruments regarding issues with my microphone and one side of the LCD screen. Despite following all online suggestions provided, the problem persists indicating a hardware issue, not software. I am currently in the UK and urgently need my Traktor problem fixed before my upcoming travels. Native Instruments informed me that repairs are only available in Germany, but failed to provide me with the necessary address, instead focusing on software updates. My ticket is set to be closed, even though the problem remains unresolved. Any help would be highly valued. Regards, M.

Hello, I hope you are doing well today! I recently purchased your "Komplete Select" package and have been trying all day to download it. I'm encountering issues with the Native Access dependency. The download process seems to be stuck at "taking longer than expected" and never progresses beyond that point. I've tried various troubleshooting methods including watching videos, following tutorials, attempting different downloads, and making registry tweaks, but nothing seems to resolve the problem. I am using a Windows 10 gaming laptop. Is there a possibility of having the item shipped to me instead to ensure it works correctly? I am eager to use your product as I'm a fan of your work, and this is my first opportunity to utilize it. Unfortunately, I don't have the funds to upgrade and have it delivered in that manner. I am interested in trying out your upgraded versions as they seem fantastic. Thank you for your amazing products and services. Looking forward to a prompt resolution, and I appreciate your assistance. Take care! - Mike