When using Native Instruments products, especially with the Native Access application, one of the most frustrating issues users encounter is when purchased or installed products do not appear in the Native Access interface. This can prevent users from installing, activating, or using the software they have rightfully acquired. Fortunately, this problem is usually fixable by following the right troubleshooting steps, and in this article, we’ll walk you through all the possible reasons and solutions.
TL;DR
If your Native Instruments products are not showing up in Native Access, there are typically a few common culprits: you’re signed into the wrong account, Native Access is outdated, or your product hasn’t been registered correctly. Start by updating Native Access, double-check your NI account, and ensure your products are properly registered. Follow the fixes below step-by-step to troubleshoot further and resolve the problem efficiently.
1. Check Your Native Instruments Account
The most common reason products don’t appear is that users are signed into a different Native Instruments account. It’s easy to have more than one account, especially if you’ve purchased products from different platforms or used multiple email addresses.
- Log into Native Instruments and check your registered products under your account settings.
- Verify that the email you’re using in Native Access matches the one where your products are registered.
If your product is not listed:
- You may need to manually register it using its serial number inside Native Access.
- Click on the “Add a Serial” button in Native Access and enter your product key.
2. Update Native Access and Ensure Compatibility
An outdated version of Native Access can lead to missing products, bugs, or incomplete data sync. Native Instruments often releases updates to address issues and improve usability. Compatibility with your operating system and the correct version also plays a critical role.
- Go to the Native Access download page and download the latest version for your OS.
- Make sure you’re using the correct version: Native Access 1 or Native Access 2, depending on your product generation and supported platform.
Additionally, if you’re using an older OS (like Windows 8 or macOS 10.13), some features may be unsupported. Check the system requirements to be sure.
3. Refresh and Reset Native Access
Sometimes, Native Access just needs a little push to re-synchronize with your NI account and Recognize the products you’ve already registered. To do this:
- Restart Native Access after logging out and back in.
- Click on the “Refresh” icon at the top right of the Native Access window.
If that doesn’t help, you may need to reset the application’s local database. This will not remove any installed products, but it will force Native Access to rebuild its list of recognized software.
To reset Native Access:
- Close Native Access completely.
- Navigate to the following folder on your computer:
- Windows: C:\Users\YourUserName\AppData\Local\Native Instruments\Native Access
- macOS: Macintosh HD > Users > YourUserName > Library > Application Support > Native Instruments > Native Access
- Delete or rename the “NA.db3” database file.
- Restart Native Access and log in again.
4. Database Scans and Installation Paths
If Native Access is not scanning the correct folder where your products are installed, it may fail to detect them.
Here’s how to verify or change your content locations:
- In Native Access, go to Preferences.
- Check and correct the following paths:
- Content Location
- VST Plug-in Folders
- Download and Installation Directory
Ensure that these directories point to the locations where you actually installed your products. If you’ve moved them recently, Native Access needs to be told where they’ve gone.
5. Issues with Native Access 2 and Legacy Products
Native Access 2 comes with a new interface and backend logic. This sometimes causes compatibility issues with legacy plugins or discontinued products like older versions of Kontakt or Reaktor instruments.
If some of your products are still not showing:
- Check the product page to see if it supports Native Access 2.
- Contact Native Instruments support for compatibility confirmation or install Native Access 1 if necessary.
6. Native Instruments Server Issues
Always consider the possibility of a temporary server downtime. Native Access communicates with NI’s online databases in real time. If the servers are experiencing technical problems, it may result in missing products or unresponsive updates.
- Check NI’s Server Status Page for any ongoing issues.
- Try waiting a few hours and relaunching the application.
7. Anti-virus or Firewall Blocking Native Access
Firewall settings and antivirus software can interfere with Native Access’s ability to connect to NI servers, preventing it from retrieving your product list.
To troubleshoot:
- Whitelist Native Access and its processes in your firewall or antivirus software.
- Ensure that the following URLs are not being blocked:
- *.native-instruments.com
- *.s3.amazonaws.com
After adjusting these settings, refresh or restart Native Access and check if your products appear.
8. Special Considerations for Offline Use
If you are working offline or without a consistent internet connection, Native Access may show products as “not installed” or fail to recognize your authorizations.
While some Native Instruments products can function offline after activation, Native Access itself requires regular connectivity to verify licenses and manage downloads. If you’re working in a restricted network (e.g., corporate or school), ensure that full internet access is available for NI services.
9. Contacting Support – When All Else Fails
If all troubleshooting steps have failed, it’s time to contact Native Instruments Support. Be sure to:
- Attach screenshots of what is missing in Native Access.
- Include your operating system version, Native Access version, and the email used for your NI account.
- List all missing product names and serial numbers if possible.
Getting professional support can help you resolve more obscure cases such as database corruption, account glitches, or license mismatches.
Conclusion
Missing products in Native Access can be a source of immense frustration, but the cause is usually something simple: an outdated application, incorrect paths, or the wrong account. By methodically troubleshooting these possibilities and knowing when to escalate to support, you can ensure your digital audio workstation is fully functional and ready for creativity. Make it a habit to keep your software updated, double-check your installations, and ensure you’re working with the right account credentials.
