Native Access resets libraries into demo mode

I am not confusing you with someone else actually. I've checked your tickets and your account. Ethno World Pro 4 Download Edition was locked by Service and then unlocked again on May 18th. Refresh Native Access perhaps.

Also I don't think this is very relevant for the forum and we shouldn't be sharing details about your account here. I would suggest to message our registration team if you have more questions about this.

 

I agree with you, but the registration team doesn't answer my emails (I was in touch with a Julia). And I checked again Access: Ethno World 4 is still in demo. Please check the screenshot enclosed.

 

It doesn't look like there is anything unanswered on our side (Julia sent you the last email and nothing was answered). However, this could be something else since there is no issue with your registration. We'll need to look into it a little closer and so please use this form to start a new request: https://support.native-instruments.com/hc/en-us/articles/360002705378

 

Hi Matt,

I understand your situation isn't easy, I really do, as many people come to complain, while the problem usually comes from serial locking made by third parties, and you end up repeating the same things. In my case, I have to admit that i came with a problem on 7 libraries, and out of the 7, 6 were indeed coming from wrong locks from 3rd parties. That being said, you have to understand that it can be irritating on our side when we give you info that you deny. I told you that the library was still in demo mode and you say that it was unlocked on May 18th. Well, maybe it is on your side, but it's still in demo mode on mine, so I wouldn't consider the problem solved. I had to send you a screenshot showing it's still in demo mode. And now you're telling me that Julia's email was unanswered, while I sent two emails (do you want the screenshots too?)

Again, I understand your situation isn't an easy one. But clearly, there is a problem with the way support is managed, if after 2 weeks, I have messages saying that my problem doesn't exist or that I never sent any emails. Anyway, I'll follow your advise and create a new request.

Just to keep you informed: Cinematic Strings 2 hadn't been locked by the developer. They sent me yesterday an email saying that "I'm very sorry about this but NI are actually just now in the process of updating their registration system and it has affected some of our products, including Cinematic Strings 2." They also said they sent you an urgent support request, but without answer yet. That being said, they proposed the same thing than Best Service: closing, opening Access again, and entering again the serial. It didn't work yesterday, but it finally worked today, so I guess you eventually addressed that issue. So, the problem is solved for Cinematic Strings 2. Still not for Ethnic World 4.

 

Hey Gieve,

I did not deny the fact that you are experiencing a demo mode but it doesn't have anything to do with a locked serial since your registration is not locked. I also did not suggest that your issue is solved but simply mentioned that there was no issue with registration. We mentioned to you already 10 days ago that the issue is with your Cinematic Strings and that it would be useful to fill the form for our technical support so we can look further. As you see, the same information I provided to you on this thread was already shared via email to you a while ago. From what I can see, you did not reply to this email.

I don't mind repeating and guiding users to the right channels, that's what we do but it would be helpful when the information shared is taken into account. It seems you have a good amount of 3rd party products and I admit we should have recognised that it can get confusing and offer more detailed explanation from the start.

We did update some part of our activation mechanisms but as I said in this thread, we only saw in a handful of cases some strange behaviour with 3rd party instruments and so despite what the developer seems to suggest, this is not the issue here. Almost every cases discussed here were the results of locked serials months or even years ago and so nothing related to Native Access at all.

I've forwarded your new request to our Native Access specialist and so it should be looked at very shortly.

 

Jesus Christ! I don't know how to spell it. I DID NOT CONTACT YOU ABOUT CINEMATIC STRINGS, I CONTACTED YOU ABOUT ETHNO WORLD 4! What you're telling me is that you decided that my issue was with Cinematic Strings. But, again, that's not why I contacted you. Also, you're saying that your email mentioned specifically that the issue was with Cinematic Strings, which is wrong. The email just said "The license of your third-party product has been locked by the manufacturer due to their license agreement. When the maximum number of allowed activations of their software has been reached they lock the serial.". So, you didn't name any library. You're the one who evoked for the first time Cinematic Strings, in this forum. I hadn't even noticed it before you mentioned it here. And, again, my problem is with Ethno World 4. Still now.

You're repeating that, from what you can see, I didn't answer your email at the time. Underlying it for the second time is kind of implying I'm lying, which I kind of resent. So I guess I'll just show you the screenshot enclosed. As you'll see, I replied twice.

 

We replied to your email a few hours later and explained you that the issue with your best service instrument was not related to a locked serial. We pointed you toward the ONLY instrument locked in your account which was Cinematic Strings.

Again I am not denying any of the issue you are facing but just adding further information in regards to the comment you made about your request being ignored or the manufacturers telling you we locked all your serials.

Our team will take over to troubleshoot for Ethno World now and so locking this thread.