[ Closed ] Just installed 8.3, lost 2 instrument packs

I'm on Windows 10. The missing packs are Guitar and Karsten.

Guitar not missing for me.
I didn't have the Karsten.

This happened to me as well. In my case I originally bought Pianoteq 6 Studio. I did a paid upgrade to version 8 in November 2022. From that time I had full non-demo access to the classical guitar until today's 8.3.0 version. It is now shown as a demo as is the new Bosendorfer which I believe should not be either. If this is as they intend it though that is pretty crappy for a $900 USD piece of software with paid upgrades.

I don't believe this will be the intent with the guitar. If you had that one as one of your purchased packs (a free upgrade within the time limit for Studio users) that should be yours forever. Talk to support.

For instruments newer than that (such as this 280vc) given how long ago you upgraded to the full version these latest additional instrument pack/s no longer apply I believe. Modartt need to turn a profit obviously.

I also lost the Guitar that was included in my Studio License. It's now in demo mode while it's still ok in a previous version (8.1). The Bösendorfer is also a demo, but I suppose this is due to the age of my license...Update license didn't work for me.

https://www.modartt.com/pianoteq_changes

Nearly all Instrument Packs are released only in major versions like X.0.0 or X.X.0 versions (e.g. 5.0 or 8.3).  So if you scroll/search through that page, you should be able to find everything.  There are a few that disappeared or merged from the early days, like the "C" grand which I believe became the "D" grand which later became the "Steinway D" etc.  I think 4.2 was the first true instrument pack release with the Bluenther, but that may be incorrect.  I've honestly forgotten how the old instruments were licensed before their current/authorized "instrument pack" packaging (like how epianos were handled versus the grands as far back as the 1, 2, 3, and 4 series versions--as I don't have any of the epianos but I seem to recall that they were included but they went to breaking the entire software into individual instrument packs somewhere in the 4 or 5 series versions and I opted for the grands only at the time--I think it was only two instrument packs and I went with the D and K but that's getting to be a lot of years ago).

On the broader issue, I'm sure this is not intended by Modartt, and the relative silence is because they're working as quickly as possible to fix this.  I've never had anything but the best and most professional interactions with anyone when contacting support.

I'm sorry that others are experiencing this. Modartt tend to deal with customer issues via support email, rather than making announcements etc.. but for sure they're likely aware - but would probably not know which customers are effected.. so definitely, if you experience this issue, contacting support would be likely the only way they'll know you need repair to your account/software.

A while back, after the guitar was released it showed up as demo here. Emailed support and it was fixed quickly. This current round of users getting the same issue and contacting support will likely put focus on changes to how this all works (worth it if customers may be feeling let down).

Not sure the reason of course - but was not the only customer with this issue at that time. I'm thinking ..something something.. security on the back-end which maybe changed in some way and persists until now (handshakes between cust data, web-acct data, product data maybe).

For sure, I'd prefer how Modartt maintains things, than having to put up with another iLok kind of solution for Pianoteq though. But no doubt they'll be busy to stop this happening again. Even so.. who knows, every company offering with an online component can experience some momentary lag/glitch or something which means something in the system flops. Maybe only a handful of customers might get an error with their batch processing - and often, it's not on the end of the business, but on the end of some security system processor/handler org - and annoyingly, their end may not throw any error messages to make sense of (just from seeing this kind of thing elsewhere).

Realistically, I've had more time-sink issues dealing with iLok across a lot of products (the big old-school security tool for audio products) for activating software than that one glitch (different software uses different methods within the iLok ecosystem.. some on a dongle only, some via cloud only, some only on user hard drive etc.. which one wants me to do what next? - a hassle when something updates, and not only do you need to go download some update on some website, but also log into your iLok which itself might stall you while it installs its own update before you can move.. then the new software to activate is like, somewhere.. where? inside the weird tabs/panels.. or you remember "this one I can just click this button".,. but that may not work with other software etc. etc. and etc... a Escher-like maze by comparison and you absolutely can bork your activation.. and who do you call? iLok or the company who made the software? IDK - that schema feels a mess so I'm generally happy if some software company who doesn't push me through iLok makes a mistake somehow.. just an email to their support is usually a no-brainer fix and Modartt have seemed to get it done fast.).. but I agree with others, they're not trying to make problems, if anything just dealing with anti-piracy measures without yet relying on some monolithic and possibly more annoying kind of process to manage accounts.

But definitely, if your product shows demo instead of the paid item.. posting that here, but also contacting support would be my recommendation.