Solved Native Access on Windows 11 - "waiting for connection"

Hello - I'm new - so forgive in advance any silly questions...I'll learn quickly I promise.
For context, I work in IT - so although no expert, I get most of the tech aspects...
Windows 11 Surface Laptop 4 / 16GB RAM / Corei7 / 512GB SSD

Problem: Native Access: "Waiting for connection"

Just purchased a Komplete Kontrol M32 - all registered, etc.

Successfully installed Native Access and added the Serial of the M32 - all good.

Attempting to install and product within NA simply either begins a download then switches to 'waiting for connection'

I have so far:

• followed all FAQs for this: disabling anti-virus, firewall, removing temp files, etc
• re-installed and re-booted multiple times
• tried over night, during the day - probably 20x
• tried various forum answers like using flight mode, running as administrator, etc.

I cannot find anywhere to register a tech support ticket - but have logged an 'order' ticket instead - no response from NI.

Any help much appreciated.
Brett

 

Update: I got a response from NI saying it is the fault of Windows 11 - use Windows 10.
Frankly, I thought that was BS, but did my duty and tried it on two separate W10 machines. Exactly the same symptoms.

Update: I note that the digital certificate being issued with the installer is out of date: runs to 03/10/2021 - this is at least sloppy - and may be the cause of the issue.

Is it just me!?

The worst experience with software I've had in many a year.

 

Obviously and regrettably yes! Could be a DNS or IP blocking issue.

 

Thanks for responding. I'm trying to look for common route causes. Obviously not the OS as tried two. Obviously not the machine as I've tried four.
With regards to DNS/IP - it also does not work if I connect via a hotspot off my mobile - and both WiFI and Cat5 to the router - which you would think would test for DN/IP issues?

Would you think the expired certificate can affect things?

 

Quite difficult!
I would save my router settings - just in case something goes wrong... then

1st idea: You could try to use a different DNS e.g. from Google: https://developers.google.com/speed/public-dns

2nd idea: Use a free VPN provider

EDIT 3rd idea: Ask your provider (maybe do that first before changing anything)

But as always: If you misconfigure your router / internet access you might end up at least the whole WE without internet.

 

Thanks once more...

I'll try moving to new environment first e.g. another network altogether. I think connecting via my mobile hotspot over 4g should have eliminated DNS issues though.

I'm grateful...

 

BTW - if there a manual way to install Komplete Kontrol without NA?

 

Hey Brett,
I've linked this thread to your case so our team can try to see what could cause this issue.
It's definitely strange you're experiencing the exact same with multiple devices and multiple internet connection.

 

Thank you.

 

It's working!

So, it was down to my home network/router/ISP (who knows!). Thank you DeepThumb for the tip.

I simply took my laptop to the in-laws and connected to their WIFI - and all started downloading and installing. If I move back home, any new products do not.

If it helps anyone else, at home I have a Unifi Dream Machine router/WiFi default install, using Sky and the ISP. I am not at all sure, what's actually blocking the connection - but if I find out, I'll post here.

NI themselves only said, it's down to Windows 11 - which is fine.

 

Great that you could find a workaround! Looking forward reading about the root cause!

 

For things like this, it's often caused by ad-blockers or things that do blocking based off hostnames or hostname lists. These can be whole network solutions like Pi-Hole or router based add-on solutions like Diversion(for ASUS-WRT-Merlin). The only solution is to whitelist the blocked hostname or temporarily disable the ad-blocking entirely.

 

I'll take a look to see what's configured on the router...

Indeed, I simply turned off the Intrusion Prevention System inside the security settings of the Unifi Router - and hey presto...products now download at home too!

Occam's razor!

 

BRETT RAYNES Thank you for taking the time to write an update on this. I'm sure others might have the same issue if they have a similar set-up.