How to submit a trouble ticket?

jbrygider

1. Can someone tell me how to submit a trouble ticket?
2. I am experiencing the same issue as a few others with my S61 Mk2 keyboard. Everything functions as it should, and perfectly, except that it "freezes" every time I press the "SETUP" button. After that, it remains on the "SETUP" screen (see attachment); the keys will continue to provide note data to Logic (and KK), but no other buttons will work, and cannot escape the "SETUP" screen.
3. I have read all of the remedies on this forum for this issue, and have executed them all - or they have not been applicable.
4. I've tried to submit a trouble ticket, but I cannot find the correct place on NI's support website. There is a chat support; I have been on for about 1-1/2 hours, waiting for an agent. While I'm more than happy to wait my turn, the number of people in the queue ahead of me keeps INcreasing - I was down to two people in front of me, then 6, then 8, then 7, then 8, etc.
5. Don't need instant support, a standard trouble ticket/email would be great.

Can anyone assist? Thank you!

Jeremy_NI

@jbrygider I see that a request was created for you and my colleagues will get back to you. I already added the info I found here. My colleagues definitely need to look deeper in your system/issue, I'm out of ideas or steps to propose anyway!

Jeremy_NI

Hey @jbrygider the chat seems to be very busy today, trying to see what's going on.

In the meantime I can try to help you here.

You mention that others are experiencing the same issue, can you give me a link? We'd like to investigate that issue.

What's your operating system?

Do Komplete Kontrol and Logic have full disk access? How to Enable Full Disk Access on macOS

Do you have/use CleanMyMac on your Mac?

Please also try the following:

https://knowledge.apogeedigital.com/how-to-reset-logic-pro-trash-preferences

jbrygider

Thanks Jeremy!

I'm on iMac 3 GHz 6-Core Intel Core i5, OS Sonoma (14.7.1), Logic 11.0.1, KK 3.3.3, all other NI software up-to-date, firmware on S61 Mk2 0.5.9.

The apps you mentioned did not have full disk access; they do now.

I do not have CleanMyMac. I DO have Daisy Disk, which gives a visual of where files are, but does not automatically "clean" - it's a manual process.

I've rebooted any time a change has been made.

I reset Logic Pro trash preferences, but the issue remains with ANY application: Kontakt standalone, KK standalone, or as a plugin in Logic.

All software, drivers up-to-date. I re-installed Komplete Kontrol and updated Controller Editor through Native Access.

Still no joy. Everything works as it should except after using the SETUP button on the keyboard.

Could anything else be causing the issue? I have a Wacom tablet; also Loupedeck+ controller, which DOES show up as a usable midi device in some applications (I don't use it via midi, though).

Links to similar issues:

https://community.native-instruments.com/discussion/17051/pressing-setup-crashes-the-s61-mk2-and-or-the-ni-mac-driver

https://community.native-instruments.com/discussion/5245/komplete-kontrol-s61-mk2-setup-freezes

Thank you - I appreciate your help!

jbrygider

And I did confirm that the USB connection is going directly into the Mac - not through a hub - and switched cables to verify the cable works. 🙂

Jeremy_NI

@jbrygider I see that a request was created for you and my colleagues will get back to you. I already added the info I found here. My colleagues definitely need to look deeper in your system/issue, I'm out of ideas or steps to propose anyway!

jbrygider

Jeremy, thank you for jumping in and helping, and for connecting me with more support! I appreciate it! Onward! -JB