How to use the NI Support Tool

Sometimes in a support case, we may require more information about your NI product's installation and the computer setup. In these cases, we will provide a link in your e-mail ticket to download the NI Support Tool.

In this article, we will explain how to download and run the NI Support Tool and send it back to your support agent.

The NI Support Tool does not collect any private data. Only the following info is collected:

  • Installation paths of Native Instruments software
  • Crashlogs / Error Messages
  • System Profile
  • Information about USB devices and Hardware
  • Preferences files of Native Instruments software

These files help us answer your support requests more efficiently. The acquired files are not archived and are deleted as soon as the case is closed. You have the option to review these files before sending them back to Support.

Click to expand the sections below (macOS or Windows) to follow the guides for using or troubleshooting the NI Support Tool.

Using the NI Support Tool on a Mac

Accessing the NI Support Tool download

A download link to the NI Support Tool is provided in your email ticket. Click the option to download the ni-support-tool-mac.zip:

NI_SupportTool_Mac_Download.png

Opening the ZIP file

The NI Support Tool is downloaded as a .zip file. The Zip contains the NI Support Tool app itself. To use the NI Support Tool app, it will be necessary to "unzip" it first.

Right-click the ni-support-tool.zip and choose: Open With > Archive Utility (default).
NI_SupportTool_Mac_Unzip.png

Note: Third-party utilities such as Stuffit Expander, The Unarchiver, Zip Extractor (or similar), should not be used.

The ni-support-tool app is now extracted from the Zip file and is available to open.

Launching the NI Support Tool app

  1. Right-click the ni-support-tool app icon and choose Open.
    NI_SupportTool_Mac_Open.png

    Note: Do not double-click the ni-support-tool app because it will not open properly.

  2. Before the Support Tool opens, this message might appear. You can safely click Open to bypass this message and continue.
    NI_SupportTool_Mac_OpenVerify.png
    On some macOS versions, you may see the message "ni_support_tool" Not Opened.
    macOS_NotOpened.png
    If this happens, please click Done and open the macOS System Settings > Privacy & Security. Find the entry "ni_support_tool" was blocked to protect your Mac and click Open Anyway.
    macOS_OpenAnymway.png
    Now you can start the Support Tool again.

    Note: If you still experience any issues opening the NI Support Tool app, please refer to the Troubleshooting section further below.

Running the NI Support Tool

Important: Before proceeding further, take a moment to verify that all USB or Thunderbolt devices (e.g. MIDI controllers, audio interfaces, external hard drives, etc.) are connected to your computer and powered on.

  1. Once you have verified that all external disks and controllers are connected, click Proceed.
    NI_SupportTool_Win_Proceed.png
  2. Click Start Computer Scan:
    NI_SupportTool_Win_Start.png
  3. You may see one or both of these alerts to allow the NI Support Tool to access files on your computer's Documents folder and / or removable volume (i.e. external hard drive). Click OK to allow them.
    Access_MSGs.png
  4. The NI Support Tool may take some time. Please allow it to finish the scans.
  5. Once your results are completed successfully, click Open Export Folder:
    NI_SupportTool_Win_OpenFolderNew.png
  6. This will open your Desktop folder. Your results from the Support Tool are created as a Zip file (NI_Support_Tool_Export_XXX.zip):
    NI_SupportTool_Mac_Desktop.png

Sending the NI Support Tool results back to NI Support

Once you locate the NI Support Tool results (NI_Support_Tool_Export_XXX.zip), send the Zip file as an attachment when you reply to your NI Support Ticket.

What to do if the NI Support Tool results cannot be attached to the ticket / e-mail

This can happen if the NI_Support_Tool_Export_XXX.zip file is too large, or if it's blocked by your e-mail security settings.

  1. You can upload the Zip file to a cloud-based service such as AirBridge, DropBox, or GoogleDrive (or similar). Then respond to your NI Support Ticket with the download link to your NI Support Tool results.
  2. If sharing through the cloud, be sure the Zip file can be downloaded by anyone with the link.
    Share_Link_Anyone.png
  3. Copy the link and paste it into your e-mail / Ticket response.
Using the NI Support Tool on Windows

Accessing the Support Tool download

A download link to the Support Tool is provided in your email ticket. Click the option to download the file ni-support-tool-win.zip.

NI_SupportTool_Win_Download.png

If your web browser or anti-virus software displays a warning, please allow to download and keep the file.
ST_DLWarning.png

Opening the ZIP file

The Support Tool is downloaded as a .zip file. The Zip contains the "NI Support Tool app" itself. To use the Support Tool app, it's necessary to "unzip" it first.

  1. Right-click the ni-support-tool-win.zip and choose Extract All.
    ST_ExtractAll.png
  2. Click Browse to choose a location to save the Support Tool App. Choose a location that is easy to find, such as your computer's Desktop or Downloads folder.
  3. Tick the box next to Show extracted files, then click Extract.
    Unzip_Destination.png

The ni-support-tool.exe is now extracted from the Zip file and is available to open.

Launching the Support Tool app

  1. Double-click the ni-support-tool.exe app entry to start the tool.
  2. The Windows User Account Control may ask if you want to allow the Support Tool to make changes. Click Yes if the prompt appears.

Running the NI Support Tool

Important: Before proceeding further, take a moment to verify that all USB and other devices (e.g. MIDI controllers, audio interfaces, external hard drives, etc.) are connected to your computer and powered on.

  1. Once you have verified that all external disks and controllers are connected, click Proceed:
    NI_SupportTool_Win_Proceed.png
  2. Click Start Computer Scan:
    NI_SupportTool_Win_Start.png
  3. The NI Support Tool may take some time. Please allow it to finish the scans.
  4. Once your results are completed successfully, click Open Export Folder:
    NI_SupportTool_Win_OpenFolderNew.png
  5. This will open your Desktop folder. Your results from the Support Tool are created as a Zip file (NI_Support_Tool_Export_XXX.zip):
    NI_SupportTool_Win_Desktop.png

Sending the Support Tool results back to NI Support

Once you locate the NI Support Tool results (NI_Support_Tool_XXX.zip), send the Zip file as an attachment when you reply to your NI Support Ticket.

What to do if the Support Tool results cannot be attached to the ticket / e-mail

This can happen if the NI_Support_Tool_XXX.zip file is too large, or if it's blocked by your e-mail security settings.

  1. You can upload the Zip file to a cloud-based service such as AirBridge, DropBox, or GoogleDrive (or similar). Then respond to your NI Support Ticket with the download link to your Support Tool results.
  2. If sharing through the cloud, be sure the Zip file can be downloaded by anyone with the link.
    Share_Link_Anyone.png
  3. Copy the link and paste it into your e-mail / Ticket response.
Troubleshooting the NI Support Tool on a Mac

What to do if macOS Security still blocks the NI Support Tool

When using the NI Support Tool for the first time on your computer, the macOS Security & Privacy might block the NI Support Tool with the message:

"NI Support Tool" cannot be opened because the developer cannot be verified.

If this message (or similar) still appears when opening the NI Support Tool app (even with a right-click), please follow these instructions.

  1. Click Cancel on the message window.
    Click_Cancel.png
  2. Open your Mac System Preferences and click Security & Privacy.
  3. Under the General tab, you should also find the message; "NI Support Tool" was blocked from use because it is not from an identified developer. Click Open Anyway.
    Security_Privacy_Open_Anyway.png
  4. If the following prompt also appears, click Open to bypass it.
    Security_Msg.png

The NI Support Tool app should now open and be ready for use.

On newer macOS versions, you may see the message "NI_Support_Tool" Not Opened.
macOS_NotOpened.png
If this happens, please click Done and open the macOS System Settings > Privacy & Security. Find the entry "NI_Support_Tool" was blocked to protect your Mac and click Open Anyway.
macOS_OpenAnymway.png
Now you can start the Support Tool again.

What to do if the NI Support Tool results cannot be attached to the ticket / e-mail

This can happen if the NI_Support_Tool_Export_XXX.zip file is too large, or if it's blocked by your e-mail security settings.

  1. You can upload the Zip file to a cloud-based service such as AirBridge, DropBox, or GoogleDrive (or similar). Then respond to your NI Support Ticket with the download link to your NI Support Tool results.
  2. If sharing through the cloud, be sure the Zip file can be downloaded by anyone with the link.
    Share_Link_Anyone.png
  3. Copy the link and paste it into your e-mail / Ticket response.

What to do if the NI Support Tool has stopped responding

The NI Support Tool may take some time to complete, especially if you have a lot of plug-ins and sample libraries installed on your computer. The NI Support Tool is still running if the Overall Progress bar is in motion. Please wait for the NI Support Tool scan process to complete.

NI_SupportTool_Win_Progress.png

Follow these steps below if the NI Support Tool still seems to be non-responsive:

  1. Click the Apple logo at the top-left of your computer screen to access the Force Quit menu. Select ni-support-tool and click Fore Quit:
    NI_SupportTool_Mac_ForceQuit.png
  2. Allow the NI Support Tool app to have Full Disk Access. Please see this article for directions to set up Full Disk Access.
  3. Relaunch the NI Support Tool app to try again.
    NI_SupportTool_Mac_Open.png 
Troubleshooting the NI Support Tool on Windows

What to do if the Support Tool results cannot be attached to the ticket / e-mail

This can happen if the NI_Support_Tool_XXX.zip file is too large, or if it's blocked by your e-mail security settings.

  1. You can upload the Zip file to a cloud-based service such as AirBridge, DropBox, or GoogleDrive (or similar). Then respond to your NI Support Ticket with the download link to your Support Tool results.
  2. If sharing through the cloud, be sure the Zip file can be downloaded by anyone with the link.
    Share_Link_Anyone.png
  3. Copy the link and paste it into your e-mail / Ticket response.

What to do if the Support Tool has stopped responding

The Support Tool may take some time to complete, especially if you have a lot of plug-ins and sample libraries installed on your computer. The Support Tool is still running if the Overall Progress bar is in motion. Please wait for the Support Tool scan process to complete.

NI_SupportTool_Win_Progress.png

Follow these steps below if the Support Tool still seems to be non-responsive:

  1. Open the Windows Start menu and type "Task Manager" into the search field. Press Enter when the Task Manager app appears above.
  2. In the Task Manager, right-click the ni-support-tool.exe entry and click End task.
  3. Launch the ni-support-tool.exe again.
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