If you are unable to find your library listed in Native Access, please follow these steps.
1. Double-check the product isn’t showing up in a different tab in Native Access. When you search for a product, Native Access will only search the tab you have open. Depending on what version of Native Access you have, switch through the All, Installed, Available Updates, and Not Installed / Available tabs to see if the library is in a different tab.
2. If you’re not able to locate the library in any of the tabs in Native Access, the next step is to look at the Native Access account you are logged into. If you have more than one email that could be tied to an account, login to your other accounts and see if your product is showing up on a different account. If this is the case, please reach out to firstname.lastname@example.org for additional assistance.
3. If the account you’re logging into is the account you registered the library with, please try the following .xml deletion procedure. The .xml files allow Native Access to know which products are registered on your system, and deleting them forces Native Access to regenerate these files.
Close Native Access and navigate to the following location:
macOS: Macintosh HD > Library > Application Support > Native Instruments > Service Center
Windows: C > Program Files > Common Files > Native Instruments > Service Center
If present, delete [LIBRARY NAME].xml
Restart your computer, relaunch Native Access (allow it to update if necessary), and see if this solves the issue.
Some older versions of Cinesamples products will not show up in Native Access. As of July of 2022, all of Cinesamples products are completely encoded for Native Access, which means they will sit in Kontakt’s Libraries tab, work with the free Kontakt player, and can be registered, installed, and downloaded through Native Access. Before this date, some of our libraries did not have Native Access serial codes and were installed using a different installer. These libraries will not show up in Native Access, and will need to be loaded in the Files tab of the full Kontakt plugin. You can see if your library falls in this category by visiting our Updates, Upgrades & Version Numbers article. If you would like to update your library to receive a Native Access serial code, please reach out to email@example.com for assistance.