For your convenience, we have listed here known issues and solutions, which a small number of our customers have experienced. If you are experiencing a technical issue which is not covered here, please contact support.
PC:
1. Navigate to the following directory: C:\Program Files\Common Files\Native Instruments\Service Center
2. Delete all the .xml files in there.
3. Restart Native Access.
4. Your serial number should now be recognized and accepted.
OSX:
1. Navigate to the following directory: Macintosh HD > Library > Application Support > Native Instruments > Service Center
2. Delete all the .xml files in there.
3. Restart Native Access.
4. Your serial number should now be recognized and accepted.
Update Kontakt to the latest version.
1. Open the standalone version of Kontakt.
2. If the library is displayed in the standalone version, click the NI logo in the top right hand corner of Kontakt to display the about screen. Note the version number.
3. Return to your DAW and open Kontakt. Click the NI logo again, and inspect the version. Chances are you will see an older version.
This issue is due to the preferences settings in Native Access. This area allows you to set the install path for the plugin versions of Kontakt. The path listed here is different to what the old version of Kontakt was installed to. Your DAW is scanning for plugins in a different location, and finding and loading the old version of Kontakt.
4. Locate the folder your DAW is scanning for plugins. Delete the old Kontakt files listed here.
5. Open the folder Native Access has been set to install plugins to. Move the Kontakt files from here to the folder in step 4.
6. Restart your DAW and load Kontakt. You should now see the library.
7 (optional). Set the install path in Native Access to the correct path, to avoid this issue in future updates.
If you have confirmed that both the standalone and DAW version of Kontakt is the minimum version required for your library or higher, and you are still unable to load the library, contact support.