When entering a new serial number in Native Access, an error message appears stating "Something went wrong" or "Registration error: Unknown Serial".
This error message has a number of causes and may appear for some of the following reasons:
- Activation info is missing from the Native Access XML file
- The serial number is incorrect
- The product does not require a serial number
Please see the sections below for more info on these causes and ways to find a solution.
Reset the Native Access XML file
Native Access relies on an XML file for product activation. If the NativeAccess.xml file becomes corrupt, this can cause the error message. You can safely delete the XML so that Native Access can create a new one.
- Quit Native Access and all other apps.
- Go to the following location of your computer:
macOS: Macintosh HD > Library > Application Support > Native Instruments > Service Center
Windows: C: > Program Files > Common Files > Native Instruments > Service Center
- Delete only the file named NativeAccess.xml from the Service Center folder.
- Relaunch Native Access and try entering your serial number again.
Double check the serial number characters
In some cases, certain characters or "digits" in your product serial number may be unclear. For example, the serial could include letters such as B, I, O, and S and these might appear in print as the numbers 8, 1, 0, and 5 (or vice-versa). Be sure to try entering all possible variations if any part of your serial number is unclear.
If the serial number still cannot be entered into Native Access, please contact our Support Team and provide the serial number. Our Support Team can help verify your serial number.
The product might not require a serial number
It is not necessary to enter a serial number for free products such as GUITAR RIG PLAYER / KONTAKT PLAYER / REAKTOR PLAYER.
Some third-party libraries require the full version of KONTAKT. These do not require a serial number or registration in Native Access. This article explains Licensed and Unlicensed KONTAKT Libraries in further detail.
If issues arise with the activation or download of a third-party product, please reach out to the company that publishes the library for further assistance.