We're very sorry to hear about this difficulty. First, please make sure your product is showing up in Kontakt. If not, please reference 1:00 and onwards in this video.
If your product is showing up in Kontakt but not in Komplete Kontrol, please reset your Komplete Kontrol library. As a note, please proceed with caution when deleting files in system folders.
In order to do a reset, please delete the following files:
Finder:/Users/Shared/NI Resources/ (the whole folder)
Note: The next files are in the hidden Library folder on your computer, so to access it please follow these steps:
1. Go to the Finder (or desktop).
2. Hold the Option key on your keyboard, and click the Go menu at the top of the screen.
3. With the Go menu open, you'll notice that pressing and releasing Option will display or hide the Library choice in this menu.
4. Select Library from the Go menu (while holding down Option) to access the hidden folder.
/Users/$user$/Library/Application Support/Native Instruments/Service Center/pal.db
/Users/$user$/Library/Application Support/Native Instruments/Maschine 2/komplete.db3
/Users/$user$/Library/Application Support/Native Instruments/Komplete Kontrol/komplete.db3
C:UsersPublicDocumentsNI Resources (the whole folder)
C:Users$user$DocumentsNative InstrumentsService Centerpal.db
C:Users$user$AppDataLocalNative InstrumentsMaschine 2komplete.db3
C:Users$user$AppDataLocalNative InstrumentsKomplete Kontrolkomplete.db3
The content library itself
VST32 at its user-defined location (e.g. C:Program Files (x86)Vstplugins$ProductName$.dll)
VST64 at its user-defined location (e.g. C:Program FilesNative InstrumentsVstplugins 64bit$ProductName$.dll)
Now, Open KOMPLETE KONTROL / MASCHINE. KOMPLETE KONTROL / MASCHINE scans for content. This may take several minutes. If content or artwork is missing, restart KOMPLETE KONTROL / MASCHINE.
This should be all you need to do. If you need any assistance with this just let us know!