Expansion Pack Installation Troubleshooting

If you successfully followed all the instructions for How To Install Your Instrument Using Output Hub and How To Install Expansion Packs, but your Expansions are still not showing up, let's have you check a few things. 

Let's first verify that the installation locations in both the Output Hub and Native Access match

1. To verify the installation location in the Output Hub, click "Update Location" next to the Instrument name. 
   
   
   
   
2. A window will appear letting you know what location the Instrument is "Currently set to" in Hub.
   
   
   
   
3. To verify the installation path in Native Access, navigate to the Installed tab, click the ellipses (three-dot icon) next to the Instrument name, and then click Installation Paths from the drop-down. 
   
   
   
   
4. A window will appear letting you know what location the Instrument is currently set to in Native Access.
   
   

If the installation locations in Output Hub and Native Access don't match, then it's very likely you have a case of "double installation"

This means that you have two installations (two Instrument folders) of the same Instrument in different locations. In our installation guide, we instruct users to install Instruments via the Output Hub and to use Native Access to register the serial codes and to locate the Instrument's installation location so that it can appear within Kontakt. Duplicate folders are often created when a user installs an Instrument from Output Hub and then installs the same Instrument through Native Access again.

When you install the Expansion Packs via Hub those will be located in the folder associated with the Output Hub Instrument folder, but Kontakt will be referring to the folder associated with Native Access (which does not include Expansions) to load the Instrument.

To fix this, let's double-check to see if your Expansion Pack presets are in fact present in the Output Hub Installation location

1. Navigate to the Instrument's Installation Location presented in the Output Hub
   
   
2. When you find the Instrument folder, navigate to the Presets folder (for example EXHALE > Library Data > EXHALE Presets)
   
   
3. Expansion presets are denoted by a three-letter prefix, such as IND. for the "Indie Vocals" pack. If you see Expansion Pack presets there, then they have been correctly installed.
   
   

Next, let's get Native Access to refer to the correct Instrument folder

1. Navigate to the duplicate Instrument folder (the one downloaded via Native Access which does not contain the Expansion Pack presets). It can be commonly found in your shared folder:
   • Mac: Macintosh HD/Users/Shared
   • PC: C:/Users/Public/Public Documents
     
     
2. Once you find it, delete the Instrument folder in that location by simply dragging it to your trash
   
   
3. When you open Native Access, you will now see "Repair" next to the Instrument name. If you don't see "Repair" click the refresh icon on the upper right-hand side of the window.
   
   
   
   
4. Click "Repair" and "Relocate".
   
   
   
   
5. Then click "Choose a location", and navigate to the Installation Location presented in the Output Hub
   
   
   
   
6. Lastly, highlight the Instrument folder located there, click "Open", and click "Done"

Native Access should now be referring to the Output Hub Instrument folder with the Expansion Packs. You can now reopen Kontakt, perform a SCAN, and your Expansion Packs should be successfully displayed.

Repeat these steps for any other Instruments with the same issue. 

If you still need assistance, contact us at support@output.com