Issues with Kontrol Mk3

Megatim
Megatim Member Posts: 12 Member
edited October 22 in Komplete Kontrol

Hi all, I know there are already a couple of threads regarding issues with the Kontrol Mk3 Devices, but I dont' want to Hijack them. Like many of you, I also received a Kontrol S61 Mk3 today (ordered from Thomann, not Native Instruments). I had similar issues like everyone described in the other Kontrol Mk3-Threads. I basically followed the Instruction from the Kontrol-Setup-Page:

  • Connected the device
  • Registered serial in Native Access like shown on Kontrol display
  • Installed Hardware Connection Service

The Device-display still showed the serial, I never got past that screen unfortunately. I also downloaded the firmware updater, and when running it it always told me to rescan for the device because it cannot be found (see attached screenshot).

Kontrol-Fail.png

Here is what I tried to do:

  • Use different USB-Ports
  • Connect both USB-Power (via Power Adapter) and USB-to-PC
  • Go into recovery mode by power-cycling the keyboard 5 times
  • Uninstall and reinstall Komplete Kontrol and Hardware Connection Service (multiple times)
  • Make sure USB Power Saving is disabled
  • Make sure Windows is up to date
  • Turning PC off and on again ;)

To clarify: I did NOT trigger a firmware-update, the Kontrol S Mk3 Updater never found the device to begin with.

Here are my Specs:

  • Windows 10 Home (10.0.19045)
  • CPU: AMD Ryzen 9 5950X
  • Mainboard: Gigabyte x470 Aorus Ultra Gaming
  • RAM: 32 GB GSkill FlareX 3200 (2x16 GB)
  • GPU: AMD Radeon 6800XT
  • Samsung 970EVO M2 SSD

I returned the device to Thomann today, they will replace ist. Once the replacement device has arrived, I will post an update. In the meantime: good luck everyone, I know this sucks for both the customers and NI as well.

Comments

  • Chris_NI
    Chris_NI Product Team Posts: 53 mod

    Hi @Megatim

    Thanks for your understanding, and proactively posting your PC / Windows machine specs.

    You did the right thing to replace it based on that screenshot. I believe that the scan itself put the keyboard into an unrecoverable state, and needs to be fixed in our repair centre.

    I hope that this issue will be resolved by the time you get your replacement. And please check the KB article before trying the update which will have any further learnings posted daily.

    https://support.native-instruments.com/hc/en-us/articles/14229160390045

  • Megatim
    Megatim Member Posts: 12 Member

    Hi, just a quick update:

    The replacement device arrived yesterday. At first I had the same issues as with the first device, meaning the device did not register that I installed hardware connection service (keyboard-screen got stuck at "enter your serial"). The firmware-updater also showed the same informations as with the first device (see screenshot above). That made me curios...

    After going a bit back and forth with cables, chargers and USB-Hubs, I finally found a combination that seemed to work:

    • I was using a Nintendo Switch Charger to supply power to the MK3
    • I was using a really old USB-C to USB-A cable to connect the MK3 to a powered USB-Hub from ICY, which is connected to my Windows-PC
    • The USB-C Cable that came with the MK3 was not used
    • It seemed like both of the USB-C Ports on my Mainboard are not compatible with the MK3 (they work flawlessly with any other USB-C device though)

    After Setting up the connection like that, windows finaly registered there is a new USB-device connected and I was able to make it to the next screen on the keyboard, where you are prompted to update the firmware.

    This one is important I think: the firmware updater finally found the keyboard and allowed me to update the firmware, but this took somewhere between 2 and 7 hours (i can't tell exactly because I went to bed after the update was still not finished after 2 hours).

    This morning when I returned to the keyboard, the update was done and the MK3 was ready in Midi Mode. I then installed Kontakt, and the device registered Kontakt. The browser seems to work, I can hear the preset-sound when browsing using the mk3.

    However, when I load a preset, I am unable to play, the keybed does not react. The knobs and lightguides etc. work, but playing the keyboard is not registered in the instruments.

    I also checked the Kontakt-MIDI-settings, it says the Mk3 is not connected (which is not true because I can use it to browse the presets. I also tried to set it up as a midi device in Studio One 5, but same issue (not connected).

    Is there anything I can provide to help you fixing this?

  • anwi666420
    anwi666420 Member Posts: 21 Member
    https://community.native-instruments.com/discussion/comment/103362#Comment_103362

    I'm having a similar, yet opposite issue.

    I couldn't install the firmware on my windows 10 machine and had the same dashes in the firmware updater (that support says means you need to send it back). I had tried every combination of usb C cables, adapters, and hubs to no success, so i decided to try my newer windows 11 PC, and lo and behold, everything works perfectly on that machine.

    I updated the firmware successfully on the S61 MK3 and the browser/kontakt/komplete kontrol functionality works perfectly when hooked up to my newer gaming PC, however, the keyboard is stuck in DEFAULT MIDI MODE (can also use the DAW controls in ableton) but none of the other functions (browser and plugin mode) respond on my windows 10. I have the same assumption that there seems to be some motherboard/USB issue with some PC configs.

    I tried running the firmware updater on my old w10 PC just to see if it would recognize the S61, and it gives the FIRMWARE UPDATED SUCCESSFULLY message, so somewhere on my PC it's recognized, just not by komplete kontrol or kontakt. The keyboard functions normally and i can use it as a generic MIDI controller

  • Megatim
    Megatim Member Posts: 12 Member

    I am happy to confirm it is working now. The last fail is on me, I mixed up "Kontakt" and "Komplete Kontrol", meaning I started "Kontakt" instead of "Komplete Kontrol" this morning. After starting "Komplete Kontrol", the Keybed is working now too, not just the browser.

    One last thing to mention: I tried to connect the MK3 using the provided USB-C cable again, but still no luck. I am still using a Nintendo Switch Power Adapter to power the MK3 and an USB-C to USB-A cable to connect it to the PC.

    Anyway, I am really happy it is working now.

  • gcorcella
    gcorcella Member Posts: 63 Member

    Hi everyone,

    when I open a Kontakt 7 or KK instance the screen on the keynoard stays on the MIDI Default Template unless I click on the S88 icon in KK or the keyboard's name in Kontakt. Same thing if I go from one channel to the other in Cubase. EVERY TIME I have to tell Kontakt or KK that I am using the S88 keyboard.

    In the Studio Setup everything seems to be connected correctly.

    Is anyone experiencing this kind of issue? This is VERY annoying.

  • Pijke
    Pijke Member Posts: 1 Newcomer
    https://community.native-instruments.com/discussion/comment/103555#Comment_103555

    I have the exact same problem in Cubase with Kontakt 7 and my Mk3 S61. Strange thing is that there was no problem the first 4 days. Did you find a solution yet?

  • oliverson
    oliverson Member Posts: 20 Member
    https://community.native-instruments.com/discussion/comment/103520#Comment_103520

    I had a similar issue - browser working but nothing from the keybed, despite running KK on my Mac. I've logged a support ticket but still to get some support. Any further suggestions would be much appreciated. Thanks.

  • gcorcella
    gcorcella Member Posts: 63 Member
    https://community.native-instruments.com/discussion/comment/120026#Comment_120026

    My solution was formatting my computer. It's working now lol

This discussion has been closed.
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