Terribly disappointed in S88 MK3
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Thank you gentlemen for this decisive information to guide my decision. Can you please recommend a usb-c hub brand or model? Thank you in advance.🙏
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@EJ James (CC: @Mark Oxley )
Thank you very much for the kind answer.
As it ought to be obvious from my previous posts here then in the past I have done a considerable effort to try to track the information that were publicly available about the MK3 keyboard (as well as other topics here) and tried to gather information about peoples experiences with e.g. cables.
Matthew_NI wrote in the above, quote : "Users understandably, but incorrectly, assume it's the cable, as changing the cable may randomly correlate with the issue going away - whereas laboratory tests have confirmed the cable has nothing to do with it, and that using the hub is the only reliable workaround."
So I would like to add to the discussion that while Mattthew_NI prior have claimed that 'it was not the cable' then I have never before noticed Matthew_NI making any such explanation or categorical statement on cables.
As N.I. forum Moderators here then while we are functioning as 'Moderators' then in most cases we are also information wise still comprehended by N.I. as being just another forum user here, meaning that with respect to most things then we are given no information that other 'users' do not get and often doesn't even get a response if asking something that N.I. considers topic something not fit to debate with 'users'. E.g. then someone such as Matthew_NI is most always under one or more NDA clause (internal N.I. but also in the case of USB-C problems then also third party) and couldn't even share most information even if he for some (would be very strange) reason wanted to share it with mere 'users'.
So in general then all that I can do is what anybody else here can do which is to try to intelligently analyze own experiences and the information publicly available. Thus from what users here have written then the cable used in between indeed has been an issue. While not having an engineering degree then as a person with a basic understanding of at least some aspects of electronics then I could challenge Matthew_NI on the subject because cables are simply not just cables but they have qualities and even those certified for USB-C are not the same as both USB-C is just the name of the connector standard (USB-C, or USB Type-C, is a 24-pin connector, not a protocol, that supersedes previous USB connectors) and also there are a number of standards that uses the USB-C plug. And on top of that then add the properties of the materials used. However , I am not going to challenge Matthew_NI on this. On the contrary then I am going to make a note of it and take it into account and file it with the other information gathered.
But to try to sum it all up, then I am sorry if you do not always see me as 'delivering' what you need , but this being a Moderator here is learning on the fly and even should I fail then I am trying my best at all times.
Response: You're going to get your chance. I've ordered a 2nd unit as well as more cables with varying connection types, all with sufficient data/power ratings recommended here and elsewhere specifically for remedying these types of issues on the Mk3's.
I think that it's so amazing that you got the zest to give it another go and I really do hope that you will get an a lot better and easier experience the second time around.
Other controllers look nice, but the plug-n-play nature of the NI hardware with NKS instruments and libraries is simply unparalleled in my opinion.
Me too , I thought that my N.I. keyboard (S61 MK2) and software were the best ever keyboard-software combo when I got that.
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Please do get in touch once it arrives - I want to make sure you have a good experience! Send me a DM
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Just for your info, I also use a Caldigit TS4 and it works perfectly with my S88 mk3 and my MacBook Pro, so that shouldn’t be the cause of your problems
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Not to assume anything, but are you connecting it using a USB A <> USB C cable, or USB C <> USB C? I tried both ways with the first S88 connected to the TS4, but neither worked.
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FYI…I DM'd you last night. Will be setting up the new MK3 today/tomorrow. Left you a question in the DM that I'd like some clarification for before I hook it up for the first time, just to make sure I don't screw something up.
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Sorry, I missed out an important point .
It’s connected via USB C to USB C on my Caldigit TS4, but I also have a power supply connected to my S88.
It might not be needed, had an old win 10 PC with no USB C ports. The day my S88 was delivered I couldn’t update it, so that day I bought a power supply and a PCI-e USB C expansion card.
This May I switched to my Mac book pro and haven’t bothered trying to use my S88 without the power supply
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If you don't mind me asking, which power supply, exactly?
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So I DM'd you 2 days ago per your request when the new S88 got here and I'm still waiting for a response. It's still in the box, but it's going in the studio tomorrow come hell or high water. If it works, great, if it doesn't it'll go back just like the first one and I'll look elsewhere.
What was that about a "good experience"? Here's the opportunity you asked for. Don't let me down now. =)
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I remember the TI chipset worked fine at the time.
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https://www.amazon.co.uk/gp/product/B0CD7HYGP8/ref=ppx_yo_dt_b_search_asin_title?ie=UTF8&psc=1
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New S88 MK3 hooked up and working fine, so far. Note that I have it hooked up exactly like I did the first one with the USB cable that came with it connected to a USB-C port on the back of the CalDigit TS4, which leads me to believe I was one of the alleged 'rare occurrences' where it's actual hardware failure. Of further note, it's ONLY hooked up via that single USB-C cable, no additional power supply needed.
I also want to call out @Matthew_NI for his LACK of follow up. I posted here as well as DM'd him PER HIS REQUEST and got completely ghosted. I have YET to hear a peep from him. This further supports numerous reports of poor customer service from Native Instruments. It's not just a poor design of their support contact form, it's poor performance from their support techs. You completely failed on this one. If I didn't have a substantial investment in NI software and hardware I'd drop it all and look elsewhere. I just hope I never have need of support from official channels again. The customers/USERS here are more helpful than NI support itself.
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I also want to call out @Matthew_NI for his LACK of follow up. I posted here as well as DM'd him PER HIS REQUEST and got completely ghosted. I have YET to hear a peep from him.
Of course it is not acceptable if someone promise to get back to you and then do not or if they invite you to DM and then do not respond. Though Matthew_NI indirectly comes to consider responding optional (him being under more NDAs) then I am sure that there must be a reason for why he did not get back to you. Both he could have been taken ill or have taken time off for another reason, but also then someone like Matthew_NI is under a huge pressure all the time. I hope that he will be able to respond to you soon.
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I don't really care what the excuse is. It's unprofessional.
No one can tell me you can't answer direct DM's that YOU REQUESTED from a laptop even if you're in bed sick. Taking time off? If you know you're not going to be available, DON'T OFFER ASSISTANCE AND REQUEST A DM. I'd also clearly stated the day the new unit would arrive, both here on the forums and in the DM when it did arrive.
I can't think of one single EXCUSE for not at least acknowledging my DM, and setting up a later time to touch base, but I didn't even get that courtesy. Well, I can think of one….he got fired, which may be a possibility if this is how he handles support inquiries across the board. I wouldn't blame NI for letting someone go who tarnishes their reputation in this manner repeatedly.
NDA's have no bearing on this topic what-so-ever as he already responded with suggestions and volunteered further help getting the new unit set up and functioning correctly.
Anyways, I won't ask him for help again. You and others here on the forum were WAY more helpful, so thanks for that! I'll look to the community for help if I ever need it and just completely bypass the frustration known as "NI customer service/support". The rumors are clearly true. NI is lucky I'm choosing to remain a customer, though between a defective S88 and non-existent customer service skills from their personnel, I'm not really sure why.
Time will tell if that remains true.
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Folks - this escalated way out of proportion.
Most importantly, you've got a working Kontrol S88 MK3.
Beyond that - please note that I am not customer support. I work on the development team, but show up here regularly to listen, learn, explain, and be generally helpful. I'm not obliged to respond to anyone, or indeed, to respond in any particular time frame. Rather, I choose to, and do my best to do so. Many folks on this forum will attest to that. Your product is functional, and working via a hub connection so there's nothing pressing here. I was also off for a few days attending a wedding. Let's tone it down a notch, shall we?
Please do get in touch once it arrives - I want to make sure you have a good experience! Send me a DM
This was my ask. You send me a DM 6 days ago, and I intend to respond to it at some point. Again - I am not customer support. Making sure people have a good experience also sometimes extends to things within my jurisdiction, like issuing complementary licenses or something such as this, by way of acknowledging and making right any hassles, and thanking users for helping troubleshoot or track down issues. But I don't tend to respond well to abuse, and it's markedly unpleasant to come back to work and read the above.
This thread is now closed.
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