S61 Stopped interacting with computers. NI Support has been painfully inefficient.

KCMusic
KCMusic Member Posts: 3 Newcomer
edited October 2024 in Komplete Kontrol

Seemingly out of nowhere my S61 quit interacting with computers/other keyboards. I can't pinpoint any issue that caused this — no software updates, no new plugins (that i can remember), no physical damage, no host viruses etc. I'd be surprised if there are any troubleshooting tricks I haven't tried, but I'm open to anything. I've tried multiple computers, connecting via MIDI cable, deleting/reinstalling all software including Native Access, Pro Tools, Komplete etc. It seems like drivers/software update automatically on this model, but maybe I've missed something there.

One solution might be to simply buy the new model, but I'm very attached to what I've got. I'm on as high profile of a tour as I could be on, which is very keys featured, and I'd like to use this as part of my rig. We're cutting big records and I'm leaving my favorite board in the closet.

It's been discouraging to have to fill out the same support questionnaire, respond to the same generic emails over the course of several weeks, just to land in some infinite loop. If anybody has any thoughts/ideas, they're all welcome!

Thanks

Comments

  • MorrisEd
    MorrisEd Member Posts: 166 Pro

    MK2 or MK3. The answer to this is usually to get a new USB cable. I know it doesn’t make any sense, but NI has found a way to produce hardware that works with some usb cables and not others and that works with some USB cables until one day when it doesn’t. I recall there used to be a tutorial on their website about the exact type of USB cable needed for the MK2…but it didn’t really do me any good. I have had to just keep buying different cables and testing them out. The Amazon basics ones seem to work if that is any help.

  • MorrisEd
    MorrisEd Member Posts: 166 Pro

    https://support.native-instruments.com/hc/en-us/articles/210293725-Choosing-the-Correct-USB-Cable-for-Your-NI-Hardware-Device

  • KCMusic
    KCMusic Member Posts: 3 Newcomer

    Thanks! Unfortunately I've tried every cable under the sun, seems like. Multiple new cables, every type of connection — USB 2/3, MIDI etc. I've not had any luck

  • Vocalpoint
    Vocalpoint Member Posts: 3,291 Expert
    https://community.native-instruments.com/discussion/comment/160706#Comment_160706

    What OS are you running and what type of machine? Mac? PC?

    VP

  • JesterMgee
    JesterMgee Member Posts: 3,122 Expert
    https://community.native-instruments.com/discussion/comment/160711#Comment_160711

    Details in profile:

    image.png
  • mnvmusic
    mnvmusic Member Posts: 3 Newcomer

    I recently purchased the Kontrol S61 MK3 keyboard along with the Komplete 14 Ultimate Software Production Suite from Native Instruments. Initially excited, I was disappointed to discover that the S61 won't synchronize with my computer. Researching the issue, I learned that customers have been encountering this problem since October 2023. It's frustrating that such a reputable company known for professional, cutting-edge equipment and software would release a defective product and not address the issue promptly. After purchasing the equipment from Sweetwater, I spent over an hour on the phone with a technical engineer without success in establishing a connection. He mentioned he would reach out to Native Instruments for further assistance. I'm deeply disheartened.

  • SuperTRev
    SuperTRev Member Posts: 122 Helper

    Double check that the NI background services are running properly and there isn't any other software blocking them from running. I had this problem before, and that was the issue.

    There are three for sure that I know of:

    NI Services.png

    Then make sure if you have a usb c to a adapter, that it's a good one. And your keyboard might not be getting enough power. That wasn't the case for me, but if you don't have it plugged in with an electrical cord, see if you can get one and that might be the issue.

  • Vocalpoint
    Vocalpoint Member Posts: 3,291 Expert

    The OP is running a MKII here. No need for a USB C or extra power.

    I have the same unit here. No power cord or anything fancy. Plain old USB A to USB B 7 foot cable.

    Yes the services need to be running but the OP said all was well a few days back.

    I think this is an actual USB port issue myself. Other than that - I suppose a unit could outright just fail but that sounds very unlikely.

    VP

  • Matthew_NI
    Matthew_NI Product Team Posts: 1,754 mod
    https://community.native-instruments.com/discussion/comment/160796#Comment_160796

    Could you say more about this? It sounds likely you're experiencing the USB-C issues specific to certain computers, for which the fix has to come from those manufacturers (and likely won't) or the workaround is to use a USB-C hub to bypass the problematic USB-C chip implementation.

This discussion has been closed.
Back To Top

Categories