Kontrol S Mk3 Firmware Issue still not resolved...

JakeO

Just recently recieved my new Kontrol S88 Mk3 keyboard and have only been dealing with issues with this thing. Currently, this keyboard is nothing more than a $1400 paper weight.

The main issue is with the firmware update (without which, the keyboard is completely useless), receiving the message "your kontrol s mk3 failed to boot into firmware and update mode […]", on every attempt. I've tried every possible solution provided on the NI troubleshooting guide regarding the issue to no avail.

From what I've gathered, this is a Windows driver compatiblity issue that many other people have been facing since the release of this product with no solution other than doing some shady driver editing apparently.

I have contacted support and have not had a reply in 24 hours.

I cannot request a return on the product since the link is missing from the order history page.

If anybody knows a practical solution to this please let me know, thanks.

DunedinDragon

If it's what I think you're referring to it's not a Windows driver problem but a remnant left from a past failed update attempt basically. I came across this with my S88MK3 on this last update, but we were able to diagnose the problem and I got it fixed within the same day I encountered it.

Here's the entire discussion we had on this forum and how it got resolved:

https://community.native-instruments.com/discussion/34351/the-disaster-i-asked-about-before-doing-the-new-s88mk3-update-happened-killing-my-s88

JakeO

Ok, I just followed the guide and It appears my device is now completely bricked. Any time I turn it on, I get "Looks like something went wrong. Please rerun the update on your computer."

When I try to rerun the update, it can't locate the keyboard in the scan (in spite of my computer recognizing the device when I plug it in)

When I try to power-cycle the keyboard 5 times to boot it in recovery mode, nothing happens. All I get is the error screen.

I'm done with this damn keyboard, nothing but issues on every step of the way and now this. I'm done with this company. Done with the none-existent customer support/service. I regret everything

DunedinDragon

Make sure you use a freshly unzipped version of the installer. That's how I fixed my problem.

JakeO

Yeah, the installer was completely unzipped before I ran the initial scan. I'm banging my head against a wall right now because I think my keyboard is truly destroyed at this point. I'm still "on hold" with support even though it's been two days since I opened the ticket. How long does it usually take to hear back from them?

DunedinDragon

They likely didn't get it until Friday and they don't work on the weekends so I'd figure maybe Tuesday.

I'm saying if you follow those directions I posted, make sure you use a FRESHLY unzipped version of the installer. I didn't do that at first and it failed. Once I did that it all went through perfectly.

BIF

What version of Windows?

As @DunedinDragon suggests, you might need to download and unzip a FRESH version of the updater. For a number of reasons.

Also, how is the MK3 connected to your computer? Are you using a hub?

You need a stable USB connection for the firmware update to work. Some people get that stable connection by using a hub, a different cable, and/or connecting to a different port on the computer. Also, USB-C isn't always reversible. Even some of the USB-C cable or extension cable makers are starting to suggest this in their instructions: You might try flipping the USB-C connector at the device end, and try it that way.

Also, make sure your PD connection is stable. I use a 20W power adapter, but some people have had to go for higher wattage. Do what you need to do, change only one thing at a time, and be patient. Eventually, it should work.

And once the firmware update is in progress, don't mess around with the power or any buttons or keys. If you can't trust yourself, then go make tea or take a nap. The update can take 4 minutes like it does on my system, or it could run all night. It all depends.

As far as Native Instruments support availability, they work on a ticket system. "Sending an email" can get you into the system, but it's the slower way, and sending it on a Friday (Friday was the 23rd) might not result in anything until the following week.

Anyway, good luck.