Maschine+ fails at installing any expansion library

Hi everybody,

I’m on a brand new Maschine Plus with updated system and none of my available Expansion Libraries will install.

Settings ⇒ About

• System Version: 1.3.0.3
• Maschine Version: 2.14.0 (R17)
• Firmware: 0.1.6

Since I also own Komplete 13 Ultimate Collector’s Edition quite a lot of expansion libraries show up under Settings ⇒ Library ⇒ Available.

The only downside is, none of these will successfully install. Whenever I try to install any of these expansion libraries it will be successfully downloaded, and after a short time of trying to install it Maschine+ shows the error message “FAILED – An unexpected error occurred”.

I already tried…

• resetting the Maschine+
• re-formatting the included SD card
• using a different SD card

…without any change in this misbehavior.

Some additional info:

• the SD card is not write-protected and works well otherwise (e.g. saving projects)
• FM8 installed fine from this same tab
• the device works fine in Controller mode
• everything else seems to work fine (as far as I can tell after only 6 days of getting it up and running)
• WiFi works fine
• downloads seem to work fine (at least there are downloaded files on the SD card and the installation process actually starts)

I have no idea how to solve this issue. Any hints are welcome.

 

Hey, total newbie here, but my guess would be that not everything in Collectors' Edition is supported yet.
The smaller subset of expansion NI called something like Maschine+ selection are only supported fully for now.
FM8 is in this subset so would work.
Have a look at the content at https://www.native-instruments.com/en/products/maschine/production-systems/maschine-plus/sounds/
and try installing something off this list, see if that works.

 

All Maschine Expansions except for Prismatic Bliss can be used on the Maschine+.

 

I had an issue exactly how you describe it , contacted customer support and in the end I returned that one and got a new one that has had no issues

 

Thanks for your reply.

I’m only talking about Maschine Expansions here. So all of them should be installable but not a single one is.
And yes, I did what you suggested as my very first step after I noticed this issue.

 

Yes, this is exactly what I expected.

 

I already contacted NI support two days ago (but didn’t get a reply yet).

Based on my many years of experience with hardware, I also suspect that an exchange is unavoidable …unless there is still some secret maneuver to debug the system.

 

Just as an addition, this is what the screen looks like (LEFT = after download, while trying to install; RIGHT = result):

 

Two possible reasons for problems could be:
- The space on the SD Card is not sufficient for the total space needed by all selected Expansions
- The licenses of the KUC are in conflict with the licenses of the Maschine Plus Selection

Hopefully this is solved by support soon.

 

There are 58 GB free on the SD card and I only tried installing one expansion at a time. (Especially since downloading the bigger ones over Wifi takes quite a while.) So this can be ruled out.

EDIT: Oh, and when checking whether it’s an issue with the SD card, I used a 256 GB SD card, so at least then there should have been plenty of space.

I've thought of that, too. But then again, all the expansions show up in the Available tab, which means the M+ actually finds those licenses, so I would guess they were approved.

BTW the “Retro Machines Mk2” library does not install either.

Yeah, let’s hope the support will work on this issue before the 14 day return period expires.

 

Kai @ NI or Matt @ NI could you please check this out?

 

Tagging Jeremy @ NI from our support team, he should be able to take over the case and have our specialists investigate the issue

Panta Flux It might help if you could PM either of us with your ticket number as well.

Thanks!

 

I sent you the ticket number. (Well, at least if by PM you mean the Conversation functionality which I finally found on your user page.)

 

I was just looking for your case and escalated it to our team now.

 

In the meantime the NI support reached out on my original support ticket and asked me to check a few network or router related things.

After I did that without any change in the issue they yesterday “assumed that the device is actually defective since we have ruled out all problems”.

So today I’ll contact Thomann to return my device in exchange for a new one.

 

Hey Panta!
Really sorry to hear that and sincerely hope Thomann can sort you out with a new unit in no time.
Let us know how you get along with your replacement device.
Matt

 

Hi,

I already had 2 machine+ and both had problems. The maschine+ /bugs wasted my time to much. Maybe you will has more luck with the new one.

I will try an another device for me, back to the roots.

Cheers,
Micha

 

I purchased a brand new Maschine+ a few weeks ago and had the exact same problem with installing expansions. I took it back to the local dealer and exchanged it for a different one. The replacement works fine. An interesting thing was having the dealer explain to me that the Maschine+ has a very high return rate. It seems like NI may have a quality control problem.

e.B

 

https://support.native-instruments.com/hc/en-us/articles/4403973093009-MASCHINE-Plus-Download-Fails

 

Thanks for the reply, but nope, that wasn’t the issue with my Maschine+.

After a short conversation and 2 minor tests with NI support, they came to the same conclusion as I did: the device was defective and I should send it in for replacement. The somewhat incompetent support from Thomann then took another week to admit that maybe the NI support might be right, before they sent me a replacement device after all. The replacement unit worked fine right from the beginning.