Native Access Error: "Waiting for connection"

Symptom

When attempting to install a product or update with Native Access, the following message is displayed:

Waiting for connection

NA2_Waiting.png

Note: The message may also appear simply as Waiting (depending on the view chosen in Native Access).

Cause

This issue is usually caused by one of the following components interfering with Native Access’ connection to our servers:

  • VPN / Proxy
  • Network Security software / Settings
  • Antivirus software

Solutions

Generally, disabling the above mentioned software components solves the issue.

If the issue persists, and to narrow down the cause of the issue, please try temporarily connecting to a personal hotspot: How To Set Up a Wi-Fi Hotspot to Activate a Native Instruments Product on an Offline Computer

Then attempt to start a download. You can cancel it once it starts successfully in order to save your data.

If the download has started successfully, the issue is certainly caused by a component in your network / internet setup.

Here are more detailed steps:

1. An unsupported VPN Network is being used

If you use a VPN Client, please try disabling it while running Native Access.

2. Antivirus is blocking Native Access

If you are experiencing problems downloading products from Native Access, try deactivating any antivirus programs which may be running. 

3. Change the Connection Source

Attempt connecting to another router if possible, as certain settings of the router itself could be blocking Native Access. You could also try switching to Ethernet from WIFI or vice versa.

Setting up a hotspot can also help in determining if the router is the source of the problem:

How To Set Up a Wi-Fi Hotspot to Activate a Native Instruments Product on an Offline Computer

4. Delete files with the extension "iso" or "aria"

  1. Close all applications, keeping Native Access open.
  2. Click Preferences In Native Access on the left.
    NA2_PREFERENCES.png

    Note: On the original Native Access (Light Version), click the user icon at the top right to select Preferences.

  3. Make sure that all File Management locations are set to different folders. You can change the location if needed by clicking the Browse button next to each location. See this article to learn more about Native Access file locations.
    NA2_LOCATIONS_WIN.png

    Note: Changing the Application location to another file path can cause issues. We recommend keeping this setting default.

  4. Close Native Access
  5. Open the folder you have set as Download location and delete any files with the extension "iso" or "aria" (see example below).
    ISO_FILES.png
  6. Restart your computer.
  7. Open Native Access and start the installation again.

5. Enable Port 80 and 443 in the Firewall Settings

Ensure that port 80 and 443 are open and allow incoming connections. You can configure this in your Firewall settings.

Further troubleshooting

Please choose if you are using a Mac or Windows computer.

Mac

1. FileVault is enabled

Please turn off FileVault to see if this resolves the issue:

  1. Navigate to Apple menu > System Preferences and then click Security or Security & Privacy.
  2. Click the FileVault tab.
  3. Unlock the pane by clicking the lock in the lower-left corner and enter the administrator username and password.
  4. Click on Turn Off FileVault.

Then try downloading your products from Native Access again.

2. MacKeeper / Mac Tonic / Mac Auto Fixer / etc. are installed

Programs such as MacKeeper, Mac Tonic, Mac Auto Fixer, etc., use routines which can block Native Access in the background. We recommend uninstalling the tools from your system when using Native Instruments products.

3. Firewall is blocking Native Access

Please try disabling your Firewall in order to give Native Access the required permissions to download your products. 

Follow these steps to disable the Firewall:

  1. Navigate to Apple menu > System Preferences.
  2. Click Security or Security & Privacy.
  3. Click the Firewall tab.
  4. Unlock the pane by clicking the lock in the lower-left corner and enter the administrator username and password.
  5. Click Turn Off Firewall.

Once disabled, try downloading your products from Native Access again. If you wish to re-enable your Firewall, follow the above steps again and choose Turn on Firewall.

Firewall applications from 3rd-party developers should also be disabled.

4. A Proxy server is being used

Please try disabling your Proxy.

  1. Navigate to Apple menu > System Preferences.
  2. Select Network.
  3. From the left pane, select the network service you want to disable the proxy settings on, then click the Advanced... button.
  4. Select the Proxies tab and untick all the protocols under Select a protocol to configure.
  5. Click OK once done.

Once disabled, try downloading your products from Native Access again. If you wish to re-enable your proxy server once the downloads are complete, repeat the steps above and re-enable all the protocols under Select a protocol to configure.

5. Unsupported drive / file format 

We recommend using HFS+ / Mac OS Extended (Journaled) on Mac OS X 10.12 and earlier. On Mac OS X 10.13 and later, Apple File System (APFS) is recommended. These are the standard disk formats.

6. File locations

When setting Native Access file locations, please note that NAS or cloud storage locations are not supported. See this article to learn more about Native Access File locations.

NA2_LOCATIONS_MAC.png

7. Disable iCloud Private Relay (macOS 12 Monterey only)

macOS 12 (Monterey) offers a so-called iCloud Private Relay service (in beta) that lets you connect more securely to a network. We recommend disabling this service while installing your NI products:

  1. Open your Mac's System Preferences > Network.
  2. Select your Wi-Fi or ethernet connection in the sidebar.
  3. To turn iCloud Private Relay off, untick the Limit IP Address Tracking box.
Windows

1. Firewall is blocking Native Access

Follow these steps to disable the Windows Defender Firewall:

  1. Click on the Windows icon in the bottom left of your screen and enter “Windows firewall”.
  2. Click on Windows Defender Firewall in the search results.
  3. In the menu pane, select Turn Windows Defender Firewall on or off.
  4. Select Turn off Windows Defender Firewall for both networks (private and public).

Try downloading your products from Native Access again. Once downloaded, we recommend re-enabling the Windows Defender Firewall.

Firewall applications from 3rd-party developers should also be disabled.

2. A Proxy server is being used

  1. Click on the Windows icon in the bottom left of your screen and type 'Proxy'.
  2. Click on Change Proxy Settings entry in the search results.
  3. Switch the option Automatically detect settings to ON.
  4. Switch the option Use a proxy server to OFF.

Once disabled, try downloading your products from Native Access again.

3. The Windows User Temp folder is defective

Please follow the steps carefully in order to delete the content of the User Temp folder: 

  1. Navigate to the following location on your system: 
    C: > Users > *your username* > AppData > Local > Temp

    Note: The temporary folder is hidden by default. Learn how to show hidden files and folders in this article.

  2. Select all files and folders in the Temp folder by pressing Ctrl+A on your keyboard.
  3. Delete all selected items by right-clicking and selecting Delete from the context menu. Note that some files and folders cannot be deleted.

Once you have completed the steps above, try downloading your products from Native Access again.

4. Unsupported drive / file format for "Download" or "Content" Location

We recommend using the NTFS format, which is the standard disk format on Windows computers.

5. File locations

When setting Native Access file locations, please note that NAS or cloud storage locations are not supported. See this article to learn more about Native Access File locations.

NA2_LOCATIONS_WIN.png