Bad Update - No Help Received from Support

I downloaded the latest Kontakt update which was supposed to be accompanied by a Factory Content update.
I updated Kontakt and then ran the next one which was supposed to be an update for the Factory Content. When running this, it told me that the Factory Content would be uninstalled. I thought this might be a preliminary step before the new Factory update content was installed. However, it just uninstalled the Factory Content and didn't update it.
I've sent three emails to support and got one response asking me if I tried to reinstall the factory content and that was all the "help" I've received.
Questions: Was this a mistake by NI? What do I do to get the real updated Factory Content? What good would it do for me to reinstall the old Factory Content? How do I do that? I'm a new user. Why would I want to do that?
Will NI be releasing an updater for the Factory Content as advertised?
Has anyone had this problem?
How did you rectify it?

 

See your other post.

 

Thanks. New to the forums and thought I may have posted in wrong forum.

 

The first time I ran it, it behaved as you describe: it told me it wanted to uninstall some things. I figured it would do that and then say "now installing some stuff". But it just uninstalled and exited. So I ran it again, and this time it said it wanted to install some stuff.

I didn't see any mention anywhere that you're supposed to run it twice and it did cross my mind that it would be nice if that behavior was noted as expected. Maybe it only happens that way in rare cases.

 

The factory content was the same for at least a couple of updates, so its quite possible you were installing the same factory content more than once. Thats why it was asking if you wanted to uninstall it when you were trying to install

 

Thanks for feedback on your experience and hopefully a solution.
I got zero help from support so I went and downloaded the Factory Content updater from last April and ran that. It appeared to give me some newer files in one of the Synth folders, so I feel a little bit more hopeful. How is it that there appears to be very little notice of this problem? I was under the impression that NI was a top-notch organization...
I still don't think that last April's update contains the real Factory Content update that was supposed to be an included installer with the current program update for the new version. I guess I could try to run the Factory Content "updater" again and see if an installer will kick in instead of an uninstaller this time.
Is this type of thing common?
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Thanks for info. I guess I'll be ok. At least I'm playing. If I've missed something, maybe I'll get caught up eventually in a future update, or perhaps support will respond with a solution.

 

Just in case I wasn't clear:

That is exactly what I did, and yes the second time through it installed instead of uninstalled. I don't know if it's common, and yeah doing an upgrade to critical software is typically a nervewracking experience and the last place you want things to appear to go unexpectedly.

Regarding NI support, I don't know when you first reported the problem but I don't think they work on weekends. If they do get back to you, I'd love to know what they said though.

 

Hello,

when running an update that previously has been installed already on a computer, the PC installer (which is based on Microsoft installer technology) automatically switches to uninstallation mode.

If you run the installer in this mode, the software or library will be uninstalled.

Solution: For example in case of the Kontakt Factory library updater you will need to re-run the original full installer (e.g., from the Komplete 7 or 6 or Kontakt install disc set) again to get the Kontakt 4 library back. Then apply the Library update installer to be up to date.

So whenever you start an update installer and you get prompted that the software or library will be uninstalled, you can be sure that this update installer already has been executed on this computer and so you can cancel the installer.

We have just reworked the message prompts for our future update installers to make this behavior easier to understand.

 

Thanks for further info.
I think I may have reported the problem soon after the update was released, seems like a couple of weeks. Berlin seems to be more responsive than Hollywood, at least in this case.
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I've never had an installation program revert to uninstallation mode. That's news to me. If it was already on my computer, why was it advertised as an update?

I haven't noticed so far that any of my library or Factory Content is missing after I manually performed the April Factory Content update. I guess there still could be some files missing.
I'll look through the DVDs that came with Kontakt 4 and try to find the Factory Content installer from that. I guess it won't hurt to write over what's already on my computer and then run the Factory Content updater that was released with the latest update to Kontakt 4.1.1.
Is the old Factory Content installer always provided each time a new Kontakt 4.xx version is released? If so, this needs to be made clear in the "press release."
Obviously, the Factory Content update was not new if I already had it on my computer and thus got the automatic Uninstallation mode because of it.
Thanks for response and help.
Hello to Andre.

 

This sounds confusing to me. I am currently using 4.1. Are you saying that it's too complicated to update to 4.1.1 without all the content being uninstalled and I have to go back and install from the discs? I just want to go from 4.1 to 4.1.1

 

You don't need to apply the factory update if you are going from 4.1 to 4.1.1, it should already have been applied

 

If in doubt you can look at the info panel in Kontakt (click on the NI logo or "Kontakt" name) and see which app version and library version are currently installed.

 

Actually this is quite common. I guess whoever wrote the installer (I see that Stephan says that it's Microsoft technology) just assumed that everyone would know to re-run the program if, on first run, it (as an installer) de-installed an older version of whatever it was supposed to update. It was probably that occasional programmer's assumption of 'knowledge osmosis'.