Kontrol S Series mk3 keyboard long USB-C cable

PoorFellow

https://community.native-instruments.com/discussion/comment/136295#Comment_136295

Quote : "I can and may resort to a USB-C to USB-A high quality cable to resove the problem, but I then have to convert the A end back to C, since both receiving ports are in USB-C configuration."

This is a no go ! The USB-C to USB-A cable were solely a suggested fix if you had an available USB-A port on the computer.

If you have only USB-C ports available on the computer then the route that you need to take is using a self-powered USB-C hub with PD as go between keyboard and computer. and then still add the USB-C PSU with PD on the keyboard power port. Remember that cables in the connection chain from keyboard data port to computer must be certified to data connection and what used for the power port on Keyboard must at least be certified for USB power delivery and same goes for the PSU (again choose minimum 20W).

On the subject of Thunderbolt cables then if using that then it must be passive cables !

N.I. and support do care , you can ask N.I. support also if you want (I am just another user here and not an N.I. employee) , and while I don't know all the varying rules for different countries then my guess is that if you got a copy of the original purchase receipt then the keyboard most likely is still under warranty. But you have to check that for yourself !

At this point, to avoid any discussion misinformation I will post the what Matthew_NI stated information ! :

Matthew_NI, Product Team, 3:05 PM , 2024-02-19 ,

To be very clear, and to avoid any one opinion becoming misinformation, I'll re-state what has been said in various places:

   As frustrating as this is to you, it is also to us.

   This issue is specific to the USB-C implementation on certain computer models.

   This issue is not specific to the peripherals themselves.

   This issue causes the communication in the protocol to essentially break, thus data is dropped.

   This manifests as various symptoms, depending on the peripheral. For Kontrol S MK3, the dropped data can interrupt a firmware update, or controller -> DAW and/or controller -> Plug-in sync.

   The issue can appear at random, frequently or infrequently.

   Using a USB-C hub interrupts and bypasses the problematic communication specific to the chips used in the USB-C implementation of affected machines.

We can highlight and advise on workarounds, should a customer be affected.

We can, and have, reported this directly to the manufacturers of affected models. So have many other manufacturers of peripherals.

They can, and have, fixed it in newer models, but of course there exist affected models in the market that will forever be subject to the workaround.

We cannot do any more than this. I'm sorry that some of you choose to blame us. I recognize that it's deeply frustrating, but I cannot change the facts of the matter that I've outlined above.

Matthew_NI, Product Team, 3:06 PM , 2024-02-19 ,

MK3 has two ports:

1) For simultaneously data and power

2) For auxiliary power if the first port is not able to provide adequate power (e.g. a USB-A port)

These are not two separate issues.

Matthew_NI, Product Team, 3:11PM , 2024-02-19 ,

This narrative simply isn't factual. I know how frustrating this is - but please recognize that the shortcoming here is specific to the USB-C implementation in certain hardware, and not the peripherals that are affected by the shortcoming.

As I've stated - it is to do with communication protocols in the chip breaking down, which can affect the transfer of whatever's coming down the pipe (USB-C cable).

Also, we are not talking about a lot of cases. We are talking about a small number of cases handled either here in the forum, or via our customer support channels, or both. The number of unaffected customers is exponentially larger.

conrad caldwell

Hi Matthew,

Thank you for your detailed response, it adds to focusing my troubleshooting efforts.

I have the power USB-C input port of the Mk3 receiving power from a tablet USB-C charger, although the unit powers up fine without it using the data USB-C from the MacBook M1 (2020).

I now have the correct USB-C connectors, and have granted NI direct disk access permissions, but the failure to install the hardware control remains. I tried using a USB hub initially, then eliminated that and plugged in directly to the Mac ... No change.

PoorFellow

EDIT : From your post over here I gather that you have solved the problem !

Quote : Conrad Caldwell :

For anyone with a similar problem, I was able to troubleshoot it with an Apple Tech. Big Sur 11.5.2 seems not to read the USB-C port configurations properly. The Hardware Control software would fail to install in the host computer (with all peripherals disconnected). On my MacBook 2020 M1, it just won't work. The solution was clearing HD space on the host mac, updating the MacOS to Sonoma, and voilá, the ports work.

Now if I could only figure out why the S88 Mk3 defaults to MIDI mode and won't react to computer commands ... What a joy to navigate this without tech support from NI !

P.S. Matthew_NI , if you still get pinged then please forgive me , the problem has been solved already !

BIF

Big Sur was released in November 2020, almost coming up on 3.5 years ago. This is why I always press the person with a problem to tell us their OS platform and version. Might have saved some time.

It may seem like we're trying to be a pain in the butt when we ask that question and others, but it sure can help us get to "working" fairly fast.

Nathan F

https://community.native-instruments.com/discussion/comment/104172#Comment_104172

Thanks for the tip on this cable. I needed a longer cable run for my set up and the Phixero seems to be working well. Solid feeling cable for sure.