Komplete 10 Downloader gets stuck

So I recently bought komplete 10 (yesterday to be precise) and I tried to install it through the downloader. Yet everytime I try to run the downloader it gets stuck on the "retrieving download information" screen. I've tried running the downloader with admin priveleges and I've disabled all software that might stop the downloader from retrieving the download information. Yet nothing seems to help.I really don't know what could be wrong and the installation guide doesn't even mention the "retrieving download information" screen so I'm complettely lost as to what to do. Also I'm running on Windows 10 if that helps.

Thanks in advance,

Julian

 

Same problem here, i've tried installing in 2 different computers and the downloader gets stuck on the "retrieving download information" screen.

 

I have the same problem, relieved to see it isn't an issue on my end. Super gutted about the whole thing, really wanted to get Komplete up and running.
Win 10-64 bit /Tried admin, compatibility mode, disabling firewalls/antiviruses, redownloading, leaving open for 2 hours- all didn't work.

I filed a support ticket about the issue, so we'll see what comes of that.

 

Same problem. I even use System Restore. So sad.

 

This entire experience is quite frustrating for a ~$400+ product. Hopefully NI will get around to addressing the issue soon.

 

Same problem here. I'm running Win7 and Resource Monitor says that Komplete_10_Ultimate_Downloader.exe is constantly accessing files called ntuser.dat, ntuser.dat.LOG1 and ntuser.dat.LOG2. The hard drive LED is flashing constantly. Hard drive activity ceases when I kill the downloader.

"Something is broke" which is generally my experience with NI. A couple of grand invested over the years and there's nothing but trouble, trouble, trouble. I should have known better than to "upgrade" to more trouble.

 

Also, I spent most of the day trying to get around an error when logging from the downloader. I suppose the downloader has trouble because my internet access is through a proxy server. I am having to camp out at a friend's house to get the downloader to log in. If I try to log in from my internet provider, I get the following error:

You could not be logged in because 'Receive error: short read'​

I don't think I'm going to be able to complete the download using my friend's bandwidth, so I need a fix for this issue as well. I opened a ticket this morning and we'll see if/when I get a reply.

 

same problem here.

Ive installed K10 before and never ran into this problem. Downloaded Komplete select to see if there was the same issue. there was not. I opened a ticket with NI also because this seems to be an issue on there end. Ive been reinstalling software all day on my new studio machine and only K10 has given me troubles.

 

Yesterday I spent $700 on Komplete 10 Ultimate. This is my first experience with Native Instruments. I am downloading from a Mac Pro 13" and I have been staring at this "Retrieving Download Information" screen since 3pm hoping that maybe this was normal. It's now Midnight.. nothing has changed. I am beyond livid.

At least I'm not alone.

 

Same problem here, Bought the komplete 10 ultimate upgrade yesterday and all was well with downloading, went to bed late last night around 12.pm UK time and left the download running.. got up this morning and it has been stuck all night, so restarted the down-loader and now got the same problem as you guys. Also sent support ticket.

 

Same problem here too in Australia. Bought Komplete Ultimate yesterday and started downloading fine, but after around 9pm it got stuck. At least I was able to get Ultimate serial activated so I have been able to download the effects by using the "download demo" option and when they are installed, the full product is already activated.

 

Back up and downloading

 

yup, got an e-mail from the support team asking if I could please try to install again. Downloader is working fine now and it doesn't appear that there are any problems

 

Been having this problem also.. finally working now

 

Bought Komplete 10 Ultimate. Same problem here. Getting stuck on "Retrieving Download Information".

Contacted support. A day later the guy first tells me the problem has allready been solved. I tell him I don't see any changes. Next answer again a day later. Has me install the NI support tool, I send him the generated file. Another day goes by. He tells me I should "run the downloader as an administrator from my desktop" or try using "another internet connection". Former obviously doesn't help, latter... surprisingly I do not have several internet connections in my house. A day goes by, no answer. I send him another mail refering to this forum, saying this is obviously nothing new and I ask if there's a workaround or if NI is working on a fix or if I should ask for my money back. Support doesn't answer for 2 whole days. So I call the German support line. Guy tells me he can send me the direct download links. Okay. So he sends me 75 download links for .iso files. That means: download, mount, accept user agreement, define install path, wait for installer, close, next. 75 times with no automation whatsoever.

So I'm a patient guy and I did it (took me about 8 hours all together), but only to immediately run into the next problem, namely the one described in this thread:
https://www.native-instruments.com/forum/threads/battery-4-01-live-9-02-loading-times.192760/
Again a known issue - Battery freezes my DAW for about 15-20 Minutes each time I start it up and Kontakt does the same when I close it effectively rendering both unusable. Being two of the most important components in Komplete Ultimate I decided this is the point where I will ask for a refund so I called the support again. Turns out the 14 days return policy doesn't apply to downloadable products at NI. So I got transfered to the technical support where for the first time someone at NI actually tried to solve my problem. But after 2 hours of moving the apps around, editing the registry, disabling hardware the guy finally tells me they have never encountered this problem before (really?!) and he has no idea what to do so he will start the refund process. So a few hours later I receive an email from NI saying:

"Please note that usually download sales are final and can not be returned - see terms & conditions § 5:
http://www.native-instruments.com/e...rms-and-conditions/terms-and-conditions-gmbh/
In your case, we could nonetheless make an exception based on goodwill."

I didn't see the point in arguing, but I would like to state here, that refunding me my money after having sold me a defected product for 700 EUR should not need any "goodwill", considering the nature of the problem, being that NI is either not willing or not capable to solve 2 mayor, reoccuring issues with their products. All together, with installing and uninstalling all the apps, time spent on emailing and talking to support, trying to figure out the problem for myself and so on this little adventure cost me about 25 hours of my life and a stellar phonebill for the 2 hour support session with the office in Germany. After this, I would have felt better receiving some sort of apology and a coupon with my refund then hearing about NI's fine "goodwill".

So, for anyone who intends to invest in NI products: according to my experience, it seems to be kind of a gamble. If you're lucky, the stuff might work with your hardware, if you're unlucky, it might not. And if it doesn't, apparently you are dependent on NI's "goodwill" wether you ever see your money again or are stuck with a disfunctional, occasionally unusable product.

I personally will not risk to buy anything from NI again.