New S61 - no sound, no display -only light show

GH John
GH John Member Posts: 10 Member

I hope you guys can help.

When I first plugged it in worked straight out of the box on Arturia Pigments. Since then I've downloaded all the Native Instruments software and the keyboard has become unresponsive. It can't be found on any DAW (Ableton 11, Logic Pro X) or stand alone software.

Any ideas what to do? I've been trying for hours.

Thanks in advance.


G


Best Answer

  • GH John
    GH John Member Posts: 10 Member
    Answer ✓

    UPDATE TO ORIGINAL QUESTION -

    I returned the keyboard and received a replacement. There was a hardware problem with the original keyboard and I had no issues in getting a replacement. It works like a dream, a great product.

    Thanks for all the advice and help - much appreciated. Kudos to all and to GAK.com for great customer service.

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Answers

  • Paule
    Paule Member Posts: 1,328 Expert

    Do you open a ticket at NI support? The link is on the upper right corner of this pages.

  • GH John
    GH John Member Posts: 10 Member

    Hi Paule,

    I did and I've tried everything but nothing is working. No idea what to do.

  • PoorFellow
    PoorFellow Moderator Posts: 1,478 mod
    edited June 2023

    Prior to opening a ticket then use the KOMPLETE KONTROL Keyboard Troubleshooting Guide (Also basic trouble shooting try to turn off both Keyboard and PC in-between and maybe try another USB port)

    https://support.native-instruments.com/hc/en-us/articles/115004663069-KOMPLETE-KONTROL-Keyboard-Troubleshooting-Guide

    Then if no joy and if you can not contact support/open a ticket using you browser then you try another browser with no extensions and with all cookies accepted, I suggest trying Vivaldi browser and Opera. Even if you make a ticket then response time is long because of the sale , maybe a week or longer...

    If you can still not contact support then either the N.I. site is down and you need to try another day or there are maybe something wrong with your computer OS (virus or settings). But at first wait and see if the N.I. sites becomes responsive using browser as suggested .

  • GH John
    GH John Member Posts: 10 Member

    Hi Poorfellow,

    I tried all that with no success and can't find any help online anywhere else. At the moment I've got a very large and very expensive paperweight.

  • PoorFellow
    PoorFellow Moderator Posts: 1,478 mod

    I am sure support will help you take care of your problem. It's very annoying that there is a problem with your keyboard especially since you just bought it, but at least you can be sure that N.I. will have the will help you fix it. Did you manage to make a ticket or did the problem persist even using another browser ? If , then maybe try contact support from the computer of a family member that you trust to see if that makes any difference , else then hopefully @Jeremy_NI will be able to assist you get in contact with support !

  • GH John
    GH John Member Posts: 10 Member

    Thanks Poorfellow,

    It sure is frustrating but it's all part of the learning curve & I look forward to actually using it because it is such a beautiful piece of kit - the keys feel fantastic.

    Thanks for all the assistance so far - appreciated.

  • PoorFellow
    PoorFellow Moderator Posts: 1,478 mod
    edited June 2023

    You are very welcome ! , and yes ! , I have exact same model keyboard myself , and the combination of hardware and software are really great ! , I were really happy with the purchase myself 🙂

    When you have the money you ought to consider getting the Komplete 14 Standard upgrade for your select when on sale because that will give you especially a full version of Kontakt 7, Reaktor 6 and also the Massive X. And also normally buying just a couple of the included by itself will set you back what the whole upgrade will cost you..

    But of course, taken into consideration that Komplete 14 Select comes for free with the keyboard then it is absolutely great ! 🙂

    The more expensive versions of Komplete 14 looks really amazing but when having bought the keyboard then the Komplete Standard are going to be your best investment considered how much it adds and the upgrade price when it is on sale ! 😀

    https://www.native-instruments.com/en/products/komplete/bundles/komplete-14-standard/compare/

    I hope that you will get your keyboard problem fixed as soon as possible ! Good luck !

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,801 mod

    @GH John You should start by this article: My KOMPLETE KONTROL Keyboard Does Not Start

    Please try all the steps there before anything, especially the full disk access thing.

  • GH John
    GH John Member Posts: 10 Member

    I did purchase the standard edition which is massive. I'm eager to mess around with Playbox amongst others and they cost more separately than the upgrade so I made the sensible choice, but thanks for the advice.

  • GH John
    GH John Member Posts: 10 Member

    Hi Jeremy,

    I checked everything in the article and no luck. I've tried it on a different computer but no luck there either.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,801 mod

    @GH John Ok, I've added this new information to the request you submitted, someone should get back to you soon.

  • PoorFellow
    PoorFellow Moderator Posts: 1,478 mod
    edited June 2023

    Once you get it all to run properly then I think that you are going to be really happy with your purchase I It's a really great hardware-software combo 🙂

    My only real critique is that there over-all appear to be too many users that are experiencing problems getting Native Access 2 and 3 to either install or run (myself included)(N.A. 2)

    P.S.

    After months of sticking to Native Access version 1 then I have now noticed that N.I. (recently ?) upgraded the N.A. app to version 3.4.0 (though download page says version 2) . And at least now running as administrator the app v. 3.4.0 installed easily and without any hiccups... So for me personally a very great improvement. Now I just hope that use and performance is equally good , but only time will tell..

  • GH John
    GH John Member Posts: 10 Member
    edited July 2023

    Hi Jeremy,

    Just an update on the situation. I plugged the S61 back into the computer to see if it would work again. This time the lightshow started for about 2 minutes and then stopped all together. Now there's no indication of it working at all. I've unplugged it and tried multiple times but the keyboard appears dead.

    I've come to the conclusion that there's a hardware problem and intend on returning it to the store I purchased it from unless there is a return policy with Native Instruments directly.

    A shame because I purchased the Machine mk3 roughly at the same time and that works like a dream, no problems setting it up at all.

  • PoorFellow
    PoorFellow Moderator Posts: 1,478 mod
    edited July 2023

    Keep the purchase/deal and ask to get the keyboard swapped if possible !

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