NI Support. Still a thing? Or should I forget about it?

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Ok, well to my surprise, my search didn't find any threads regarding NI Support, so I have to make one.

A few months ago I reinstalled Win 10 on 2nd partition, and after installing Kontakt 6, I get vst scan errors in FL, meaning it's not recognised.

Starting the standalone just give me a crash log that I'm supposed to give to NI.

Ok, done. With screenshots and detailed explanation.

Three months later, and no email response from NI.
Are all their operators still busy? Or have they just given up responding?
Or is there a legit queue that really is over 3 months long?

It's actually my first NI product, and I always had great respect for company, so this was a really surprising experience for me :x

Can anyone advise?

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No, but despite my strong dislike for NI's decline in recent years, I have to give credit where due and say their support has been good for me when needed.

You might also try posting a question here: https://community.native-instruments.co ... es/kontakt

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Most of the time when you don't receive a reply back at all, the email has gone to your spam folder or bounced. Most companies send out an automated response email when you register a ticket.

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Yep, It will take some time, but here's some feedback from many different people, and many different perspectives. Look up Sad Sate of Native Instruments here in this forum

Or you can look up native instruments customer support in Trust Pilot, which tells a story by itself

I used to really like NI, but I'm finding much better solutions now
Bunch O Stuff

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I've been using NI stuff forever at this point and I've never ever gotten good support via email. Usually I get an automated response and then no more communication. A few times I've had serious issues and called their phone support (hopefully this still exists) and they were great. Always fixed my problem quickly and easily or told me what I was doing wrong. This is just my experience though. Maybe everyone else gets tons of emails back from support. It doesn't sound like the OP did though.

PS waves also has incredibly good over the phone support.
Don't F**K with Mr. Zero.

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Ok thanks all. My spam folder only goes back couple months, but pretty sure I remember checking it a few times.
So I guess not everyone has experiences like this, which answers my question. Thanks.
Ah_Dziz wrote: Fri Oct 11, 2024 5:36 am I've been using NI stuff forever at this point and I've never ever gotten good support via email. Usually I get an automated response and then no more communication.
Yeah, this is what just happened. Talked to the ai on chat assistant, which told me to check my email for a response. Got the automated reply, then nothing more. Did that twice now

mixyguy2 wrote: Thu Oct 10, 2024 6:54 pm You might also try posting a question here: https://community.native-instruments.co ... es/kontakt
Thanks, I'll check that link too.

Kontakt 6 works on my 1st partition with same Win 10, so I'm thinking maybe I just need a Microsoft runtime thingy or something.

edit:
Sheesh, they don't allow forum search? This should be fun

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_al_ wrote: Fri Oct 11, 2024 7:08 am edit:
Sheesh, they don't allow forum search? This should be fun
Theres a HUGE search box in the banner at the top of the page :D
Win 10 with Ryzen 5950x, Bitwig 5, too many plugins, Novation Circuit Mono Station and now a lovely Waldorf Blofeld.

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Their support has always been poor IME. Either I get no reply at all, or they take forever to give you an unhelpful reply (e.g. try the things you already told them you have tried). The support I've got from fellow users her on KVR has been vastly superior to that provided by NI.

It's probably luck of the draw though, because others have got good support. At least that was the tenor back when I last tried, which was probably a good 5-10 years ago. I've since given up on them.

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sjm wrote: Fri Oct 11, 2024 8:15 am Their support has always been poor IME. Either I get no reply at all, or they take forever to give you an unhelpful reply (e.g. try the things you already told them you have tried). The support I've got from fellow users her on KVR has been vastly superior to that provided by NI.

It's probably luck of the draw though, because others have got good support. At least that was the tenor back when I last tried, which was probably a good 5-10 years ago. I've since given up on them.
Huh... ok thanks.
Yeah, I was kinda hoping someone here would know the problem, but obviously it's not such a common one.
Did find one post on NI forum, where someone had the same problem and error message with Reaktor, but that turned out to be reg files left from previous install, and this is a fresh install.

Oh well. Guess out gotta start phasing out Kontakt from my projects. wtf
:help:
That's the sort of thing I ain't gonna forget, that's for sure.

Glad I only have Kontakt

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Kypresso wrote: Fri Oct 11, 2024 8:12 am Theres a HUGE search box in the banner at the top of the page :D
Oh ffs, I thought that was product search :dog:

Ok thanks. I did find one person with same problem.
Got one reply:
check Windows virus / threat protection

wtf :dog:

Yeah... not even sure what that means :lol:

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I've only had very bad experiences with NI support. It's practically non-existent as far as my experience shows.

The AI chatbot is 100% useless and can put you on hold indefinitely when it's trying to connect you to an actual human. Same with the email thing. It just doesn't work.
"Wisdom is wisdom, regardless of the idiot who said it." -an idiot

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I risk completely confusing people who have not personally encountered support, but my experience with NI support has always been absolutely positive and professional. Once, I even received a license from them as a gift to the question "why can't I transfer Kontakt license". I bought the license as an upgrade from the partner library and such licenses cannot be transferred. It was an unpleasant surprise for me, but the support got into the situation and just gave me a full license in a gesture of goodwill (do not try to repeat this)

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