S49 Mk3 won’t reboot after successful firmware update

Soundtrackk

Hey community,

it’s seems I’ve run into quite the issue:

after reading forums and discussions on here, I carefully installed the firmware update to my S49 Mk3. The firmware successfully installs, but when the controller goes to reboot, it never starts back up, and seems like it is bricked.

I purchased one of these a few weeks ago, and read that I may have fault equipment from firmware damage. My issue is that I scheduled a return to the seller, and went ahead and ordered another one so I could get to work (support for MK1 has went poof so it was time to upgrade). The new one arrived today, so naturally I went to set it up.

Boom, same problem. The updater registers that the firmware was installed successfully and is “waiting to reboot”. When it shut off to reboot, it never rebooted. It seems like it is bricked, just like the first one. It won’t even power on.

ive tried a separate power supply, different ports into my Mac M1 studio, tried to hit the power button 5 times to enter recovery mode, nothing seems to work.

granted I’ve been using the supplied usb cable which I’ve read is an issue, and I tried to use my USB-C power supply from my iPad Pro to see if I could get it to turn on. Nothing is working and with this being the second one in a row not rebooting after it stated that the firmware update was successful, I’m very frustrated.

been with NI for a very long time and I love what they have to offer, but man this is a bummer.

does anyone have any advice? Is this truly a hardware issue? Could a particular USB-C cable supplier work?

just very distraught and frustrated. Sitting with two keyboards in my studio that seem completely bricked. Any help would be very much appreciated.

reffahcs

https://community.native-instruments.com/discussion/21388/s49-mk3-won-t-reboot-after-successful-firmware-update

What specific power adapter were you using? There's a handful of different types depending upon what generation your Apple device is. https://support.apple.com/en-us/HT210133

Also when you say, "doesn't turn on" I'm assuming you mean you press the power button and it looks like no power is connected? No lights on keyboard, screens stay completely dark?

If that's the case, then I think @Jeremy_NI might need to help. I have a few guesses as to what could have happened, but I'd hate to speculate and cause unnecessary troubleshooting and stress.

Jeremy_NI

We've seen a few cases lately, @Soundtrackk I see you have an open support request already, my colleagues will get back to you, it could be that your keyboard gets replaced.

Soundtrackk

https://community.native-instruments.com/discussion/comment/124798#Comment_124798

Thank you very much for your response! And yes it just seems that the keyboard is completely dead and won’t power on. Thanks for referring me!

Soundtrackk

https://community.native-instruments.com/discussion/comment/124862#Comment_124862

Thank you for the response my friend!

yes I have a support ticket open and I appreciate you responding. Looking forward to getting things up and running.

thank you again!