I've run firmware updates and the keyboard is still in the same state as the picture. It's the same when connected to another computer. what should i do?
Please check the troubleshooting page : Kontrol S-Series MK3: Troubleshooting Firmware Update Issues
In particular please notice the : "Many connection issues can be avoided by using a USB-C hub instead of connecting your keyboard directly to your computer. Make sure that the USB hub can transmit power and data." . Also make sure to use quality cables (the one coming with the keyboard has failed for a few also). My personal guess is that the best bet is using cables certified for USB 4 or passive Thunderbolt 4 cables.
You can also try using a USB-C to USB-A cable and try connecting to a USB A port but please notice that you then also use a USB-C PSU certified for PD and at least 20 W with a PD certified cable.
If the problem persists the please contact N.I. Hardware Support
In case of you need further guidance : How to contact NI Support
