TRK-01 not in Native Access to download after purchase.

Apologies if this in the wrong place.

Yesterday i bought TRK-01 from the NI website and got all the emails shipping, confirmation etc and when i went to Native Access it wasn't there for download. I registered the product using the serial number and it shows in my orders but ni product to actually use!. I re-installed Native Access and rebooted my mac but still no joy.
I explained this to NI support through a ticket/tech form and they replied your order is now ready please download through native access! Of coures, it still isn't there and i i am awaiting there reply.

So any idea/help would be greatly appreciated.

Thanks

Jason

 

I fear, this is more a Native Access topic, that can only be resolved by NI support.

 

Hi Jason!

I just checked your account (using the same email address you use here on the forum) and I see TRK-01 available since December 2.

Are you 100% sure it's not showing up under either 'Not Installed' or 'Installed Products'? Maybe you installed it already, but can't find it since it's a Reaktor ensemble and not a stand alone plugin?

In case this doesn't help you will really need to contact our Support, they can trouble shoot this with you.

Good luck!

 

Hi Mick
Thank you for your reply and no its not in not installed section and when i check reactor it isn't available as an option there either-unfortunately your support hasn't got back to me since yesterday and well since you have no tel number or live chat i fear this is going to be a long process.I paid the money 2 days and i don't have a product for my money.

 

Which OS + version are you running? Instruments won't show up in Native Access if the OS you are running is not compatible

 

Still, haven't heard back from NI support and now 3 days without a product i have paid for.

 

Hiya im running mac os sierra 10.12.08 do you think i need to upgrade?
or maybe download the demo version and try and activate that way?
Im getting desperate now! and still no word from the support team

 

For security reasons, maybe, but not to solve this licence issue, which can only be solved by NI support. If I understood correctly, you got the serial in your NI user account on NI’s website (or did you get the serial by mail?) and entered it in Native Access, but the TRK-01 didn‘t appear for download, right?

Btw ... some days ago I had no issues to enter a licence for Phasis in Native Access, that I needn‘t so far, but wanted to try now ... and that was on OSX 10.11.6 ... so no need to upgrade the OS. Directly after entering the serial in NA, the download for Phasis appeared in NA.

And that‘s what I find pretty much inacceptable! 3 days waiting for a working download, oh my.

Mick @ NI : Can you trigger the support team?

 

Hi there.
If I remember correctly I got the serial number from the shipping invoice sent my mail to me - I entered it and it said it was fine but never came up for download.i have been sent the NI Support tool and it has retrieved the info and I have sent it back but haven't heard anything yet. Its very frustrating I paid for this on Sunday and still, I have nor product for my money.

 

Login to www.native-instruments.com and click on the user icon in the upper right of the website. Then choose „My products and serials“.

Do you find the TRK listed there, incl. it‘s serial? If not, that might explain, why NA doesn‘t show the download after entering the serial in NA.

Just a thought, but worth to check out.

 

Hi there.
Yes, it's there and with the serial number and say download with native access which i have tried several times now and re-installed NA too.Looking on my computer as a search it has no mention of or record of TRK-01 so i haven't installed and not realized.

I have to say you have been ironically far more helpful than the actual NI support staff! I did pay through Paypal so if this goes on much longer i might try a chargeback but i just want the product i paid for 3 days ago. Even if they solve this it has been very poor.

But thank you so much for trying to help me.

 

You‘re welcome

It seems ... from pure logical thinking ... that something is wrong with the serial and NA doesn‘t accept it. Strange though, that you got no error message ... Beta software ... LOL

Let‘s hope, that Mick can trigger the support team tomorrow.

 

Check this out ... an old and already solved problem seems to pop up again:

https://www.native-instruments.com/...ccess-gives-a-download-failed-message.322208/

It seems, I was lucky, when I installed Komplete on my new iMac last Sunday.

That might explain, why support doesn‘t answer. I wouldn‘t be astonished, if they got tons of tickets about NA not working. Who knows.

 

Hi there
Thanks for that.
I had a look and it seems a different problem in the sense of when i re-install NA it installs fine and accepts the serial number. i might try and install the demo and then try and activate it im getting that desperate now!

 

Fact is, it seems they have more than just your issue with NA. It's horrible, but you need to wait for support. Who knows, maybe it's a server / database issue.

 

Your not gonna believe this mate but i downloaded the demo and it works as a full version doesn't say demo or have a time limit and isnt asking for activation so i solved my own issue.Im gonna complain though because this has been terrible service although im not sure how much good it will do me.

 

Now that you mention that ... that‘s not unusual nowadays. I for example downloaded and installed the demo of Studio One and when I bought the full version, I just needed to activate it and the demo became the full version. But I wouldn‘t have guessed, that it would be similar with NA.

I remember, that already years ago, when I joined the forum, Germans reported of a good service by phone and US guys reported the opposite. It seems nothing has changed and international support is still a nightmare.

 

yes. telephone can't be ignored.
but if it helps is another story...
had both so far on telephone: satisfaction and armageddon.

 

Some call center agents definitely have chosen the wrong job

 

Ha well, i didn't have to activate the demo that was the weird thing it just ended up being the full version that worked! Sent a message on the ticket to support saying i had fixed the problem myself and can the management contact me regarding my complaint and got a reply back ignoring that and asking me if the product was now in NI access!
If they didn't make such great products i wouldn't touch them with a barge pole, to be honest, but they don't have to be this bad at support surely!