Native Instruments Customer Service Issues

Lately, my Komplete 10 keyboard S88 on Windows has only been producing a piano sound with delay, even when I open software like Massive or Drumlab. Even when I try to load different sounds in Gentleman, it remains the same. I've checked Native Instruments' technical support website but couldn't find a solution. I've already installed all updates and ensured drivers are up to date.

My S2 is experiencing a series of issues that seem to be worsening over time. Initially, there was a delay between the headphone/cue output and the master output, with the cue output only playing on the left side occasionally. Following this, adjusting the Master Level no longer reflects correctly on the screen in Traktor. Furthermore, when cueing a track, it doesn't sync properly. Given that the problems are escalating, and I've had this setup for a year without issues, I'm perplexed. It seems illogical that the cue output lags behind the master, considering they use the same soundcard. I understand that my device is likely out of warranty, so I'm not expecting a fix. Could someone shed light on whether this is a hardware or software issue for my own understanding?

Dear NI, I am Tilemachos Vlachos, a long-time customer of Native Instruments. I bought my Komplete pack starting from version 6, upgrading over the years until my old Mac with Mavericks could no longer support further upgrades due to compatibility issues. Now, I have a new Mac with the latest OSX, but I am unable to install Komplete 6 and proceed with the upgrades. Previously, my system had Komplete 9, but I originally installed Komplete 6 via DVD and also purchased upgrades to version 7 and 9. With the new Mac running Mojave, I am seeking guidance on installing Komplete 6 to continue upgrading to the latest version, as the old version is no longer compatible with the new OSX. I kindly ask for your assistance on the next steps to take. Best regards, Tilemachos Vlachos

I recently purchased a Komplete Kontrol S49 MIDI controller and encountered difficulties setting it up with my computer. I had trouble getting the programmed sounds to work, and although I got it to function with FL Studio's DAW and its preset sounds, it eventually stopped working altogether. In the MIDI settings of FL Studio and within Komplete Kontrol's preferences, there were options like Komplete Kontrol - 1, Komplete Kontrol EXT - 1, and Komplete Kontrol DAW - 1. Initially, I could select the first two options but not the third one. Now, I am unable to see Komplete Kontrol - 1 and Komplete Kontrol EXT - 1, and the controller displays no sounds. I seek guidance on resolving these issues and accessing the sounds on the MIDI controller. Thank you for your assistance.

This is a unique situation. I recently saved up enough money to purchase the beautiful "Maschine Mikro Mk3." I have been dedicatedly practicing late at night after work to learn how to operate the machine. Unfortunately, I fell asleep on the drum pads and drooled on them due to my determination to pursue my dream using Native Instruments products. I'm reaching out with the utmost respect and hope if there's any chance that the Native Instruments team could provide assistance. It would mean a lot to me to continue my music production journey and maintain my loyalty to Native Instruments. Thank you very much!

Please notify Dominic that if he had waited for a response to his suggestion before closing my previous post, he would have known it didn't work, and my issue remains unresolved. So, I'm starting a new post, hoping for genuine assistance. My Traktor S4 won't update, showing error -2. I've tried using Safari, Chrome, and Firefox, downloading the installer through Traktor's prompt and directly from the website, with no success. I even attempted creating another user account on my system as suggested, following FAQ instructions, but still no update. Only Windows drivers are available on the download page, no Mac options. Additionally, the haptic technology on one deck suddenly stopped working. It doesn't scratch during playback and only functions when stopped. Cue points can't be felt either. It's been almost two weeks since my £[redacted] S4, just four months old, became unusable. I've paid too much to encounter these issues so soon. The thrill is gone. This is the third ticket I've opened without any support. I understand you may be busy, but please help. This situation is becoming exasperating. Please don't close my post until my issue is resolved! If this can't be fixed, I'll return the S4, switch to Pioneer, and use Rekordbox instead. I hope to hear from you and receive assistance soon.

Please inform Dominic that by closing my previous post without acknowledging his suggestion, I was unable to confirm whether it resolved my issue. I am still encountering problems with updating my Traktor S4 due to error -2. Despite trying different browsers and installation methods, the update fails repeatedly. Even creating a new user account on my system did not help. Following the FAQ instructions did not work either. Additionally, one of the decks is experiencing issues with the haptic technology, affecting playback functionality. For nearly two weeks, my £[redacted] S4, bought just four months ago, has been unusable, causing frustration. I have opened three support tickets without any resolution. Kindly assist me promptly as the situation is becoming unbearable. If not resolved, I may consider returning the S4 for a Pioneer device using Rekordbox instead. I eagerly await your support to address these issues. Thank you for your attention.

Hello, I have been using the Z2 mixer for over three years. It is usually fine, but recently, I encountered a problem with the left channel being stuck in the green mode, which seems to be either Internal or relative mode. Despite my efforts, the issue persists, and I find it unreliable, especially if I were to use it for a gig. Additionally, sometimes when I press sync, a track's speed goes crazy even though its BPM is not significantly different from the others. I am using Scratch Pro 2 and have experienced other issues that make me unsure about the mixer's reliability. My friend who uses Serato has not experienced any problems. Can you assist me with resolving the left channel being stuck in internal/relative mode?

I am writing on behalf of Linda S. regarding an instrument bought from your company. The instrument arrived on Thursday, May 2, [redacted], and to our surprise, it requires a computer to operate, which was not specified in the product description. Despite my grandson, Tyler C., sending numerous emails requesting a return authorization number or instructions from Native Instruments, there has been no response. The order number is [redacted]-[redacted], P.O. number [redacted]45, and part number [redacted]. The item is a KOMPLETE KONTROL S88 MK2 (AMERICAS) shipped to Tyler at [redacted] Lucille St. Newton, MS [redacted]. The email address for contact is [redacted] The payment was made by Linda S. using an American Express card. We kindly request your guidance on the return process, as the lack of response has been disappointing. Thank you for your attention to this matter.

Hello Natives, I am experiencing an issue with registering the new Audiobro Modern Scoring Brass library. Although I successfully downloaded and installed it via Native Access, the library is not showing up in the panel. When I try to load instruments from the file tab, I receive an error stating that the library is not installed. Moreover, I can't find Modern Scoring Brass in the list of installed libraries in Native Access, nor can I locate a com.natine-instruments.ModernScoringBrass.plist entry on my MacPro Vaderhelmet running High Sierra 10.13.6. Despite multiple attempts to re-enter the serial in Native Access and restarting the computer, the issue persists with both Kontakt 5.8.1 and Kontakt 6.1.0. I have successfully installed other libraries before and this is the first time I am facing this registration problem. Any advice on what steps I can take to resolve this would be greatly appreciated. Thank you from Frankfurt, Germany!

I faced two issues with my recent purchase. First, I ordered a Komplete S88 MK2 and a Komplete Audio 6 but later realized I had already bought them elsewhere. I requested a cancellation and refund for weeks but was not attended to, causing my bank account to go into the negatives. Despite being refunded, I am now receiving shipping confirmations and have been billed. I cannot afford these additional costs and need everything returned for a full refund. Secondly, the Komplete S88 MK2 I purchased from Long and Maquade on Bloor St. is defective. One key is overly velocity sensitive and there are issues with undoing Komplete Kontrol tracks. This has been frustrating after spending a significant amount on these products. I urge for a resolution to these matters promptly.

Hello, I recently had a disappointing experience with returning a defective S8 for repairs. I want to clarify that my frustration is not directed at you, the customer support representative, but at the company's policies. I paid full price for a new S8 and expected a hassle-free replacement. Unfortunately, the process turned into a nightmare. I received a defective unit that should have been caught by quality control. Instead of a new S8, I received a refurbished one. This is not acceptable considering the investment I made. I had to incur additional costs to send back the unit and waited 7 weeks for a resolution. Receiving a refurbished unit that does not match the value of what I paid for feels like a letdown. I'm disappointed by the lack of quality control and the inconvenience I faced. I hope to resolve this by returning the refurbished unit for a voucher towards a new S8. It's disheartening to go through all this trouble and cost for a subpar replacement. My faith in the company has been shaken by this experience. Thank you for your assistance in achieving a satisfactory resolution.

The setup guide from Native Instruments, titled "Setting up Ableton Live for KOMPLETE KONTROL S-Series MK1," offers the following instructions: Step 4: Navigate to the MIDI Remote Scripts folder in Live's installation directory. By default, it is located at: C: > ProgramData > Ableton > Live 9 (or 10) > Resources > MIDI Remote Scripts. Note: The Program Data folder may be hidden. This article provides guidance on revealing hidden files and folders in Windows. Step 5: Paste the copied folders into the "MIDI Remote Scripts" directory. I am experiencing difficulty as this folder does not exist on my computer. Consequently, I am unable to access various functions directly from the piano, such as switching between plug-ins using the multi-directional main knob while I can load all the VSTs on my MK1.

I have been using Massive for 8 years without any issues, but today I encountered a problem. When opening projects in Ableton Live, I receive an error stating "VST2 Massive is damaged and cannot be opened." Although I can load Massive from the audio units tab without any problem, I cannot do so from the VST tab. This has caused a setback for many of my projects that rely on Massive from the VST tab. I am confused as to why I have two instances of Massive in different locations and why this issue suddenly appeared without any software updates or changes. I would appreciate it if you could contact me at [redacted] with a solution as soon as possible. Thank you.

Hello, I'm experiencing some issues with Native Access. When I attempt to download products from Komplete 12 Ultimate Collector's Edition, the downloads keep crashing, and I have to restart them. I've researched and found this is a common problem. I've already tried some basic troubleshooting steps from the forums like changing installation paths and restarting the program. If you're unable to resolve this, could I possibly get a refund? Thank you for your assistance. Best regards, A.H.

I recently purchased a NI S61 MK2 keyboard and successfully installed Komplete Select 12. Now, I am looking to upgrade from Komplete Select 12 to Komplete 12 Ultimate. I purchased a version during the Cyber Monday sale at Guitar Center, but I am unsure if I can go directly from Komplete Select 12 to Komplete 12 Ultimate. I have both the Komplete 12 update and Komplete 12 Ultimate update on hand and I want to make sure I choose the right one. I hope to avoid opening the wrong version. Can someone please clarify if I can upgrade from Komplete Select 12 to Komplete 12 Ultimate? Any assistance would be greatly appreciated as I am new to this. Thank you - Vincent T.

I recently acquired a pre-owned Traktor S8 in excellent condition. Upon setting it up at home, I noticed that both screens are functional, but when I turn it on, there's a light display that starts from the left side and moves to the right. Unfortunately, the left side doesn't light up during this process. Additionally, there seems to be no power on the left side apart from the screen. The LED lights are not on, and I'm unable to use the knobs, pads, or load any songs. Essentially, the left side is unresponsive. However, the right side is functioning perfectly. I'm debating whether to return it or if there's something I might be overlooking. I have some familiarity with the device, but this issue has me puzzled.

Hello, I'm reaching out for assistance regarding the Traktor S4 controller. I purchased a used controller in excellent condition, and all the functions are working well. However, when I tried to download the demo of Traktor Pro 3 at home to use the controller, I encountered an issue. The software doesn't recognize the controller when I try to connect it. I'm feeling a bit overwhelmed with this situation and would appreciate any guidance or help you can provide. Thank you in advance! ♥️♥️♥♥️️♥️♥♥️

I'm experiencing issues accessing your website, which is currently down. Moreover, the new account registration feature seems to be malfunctioning. This means that if a purchase is made, customers are unable to create an account to download their products. It's disappointing. Does your company understand the significant loss of potential business and revenue caused by these website malfunctions? I had planned to buy over $[redacted].00 worth of software, but due to this, I've decided against it. Have a great day.

My MacBook Pro suffered water damage, necessitating repair by Apple. Upon its return, everything, including the hard drive, was replaced. I installed Native Access to reinstall Komplete 12 Ultimate. My preferences in Native Access are set to download to /users/Andrew mayernick/downloads, applications to /applications/native instruments, and content to /volumes/Komplete. Despite successfully installing some products, I am encountering issues with others like Maschine Drum Selection, Mikro Prism, Molekular l, Molten veil, Monark, and Neon Drive. I have preferences for Controller Editor, Komplete Kontrol, Kontakt Factory Library, Massive, Massive x, Reaktor 6, and Tracktor DJ 2. I need assistance with resolving the installation problems promptly. Please contact me at [redacted] Thank you, Andrew M.