S61 MK3 stuck on Welcome/Add serial-Screen. Win 11 doesn't recognize the device.

Belereon
Belereon Member Posts: 2 Newcomer
in Komplete Kontrol

Hi everyone,

I received my S61 MK3 today but I can't get it working. I'm stuck on the Add serial-screen. Win 11 doesn't recognize the device. It is listed as unknown USB-device. Therefore I can't update the firmware.
I installed the Hardware Connection Software, deleted and reinstalled it. I also tried other USB-Cables but nothing works. I tried to follow the troubleshooting guides, but in these the device is at least listed in the device manager.

Any advice is highly appreciated.

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Best Answer

  • PoorFellow
    PoorFellow Moderator Posts: 5,169 mod
    edited November 2024 Answer ✓
    https://community.native-instruments.com/discussion/38943/s61-mk3-stuck-on-welcome-add-serial-screen-win-11-doesnt-recognize-the-device

    If you have any problems getting your keyboard to work after purchase then please check the Kontrol S-Series MK3 Troubleshooting Guide (that includes checking the firmware update trouble guide even if not there yet), if you still can not get the keyboard to work then please contact N.I. Hardware Support. In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

    If trying an USB A port then that is not certified to deliver enough power compared to USB-C so if using an USB-A port then a PSU is mandatory if it were not already so. Also in case of problems then N.I. recommends using either the USB-C to A and a power supply or a self powered USB-C hub.

    As for a USB-C PSU then I have not tried any personally but someone else reported this as working .

    Below are the two latest quotes that I got from Matthew_NI who is one of the leading N.I. experts on the Kontrol S-Series keyboards. (Matthew_NI is Associate Director of Product Management, Kontrol and Maschine @ NI)

    If none of this is of help then please do not hesitate but contact N.I. Hardware Support .

    Quote from Matthew_NI November 9, 2024

    I would like to respond here.

    Based on the specific computer and chip set mentioned, and the symptoms described, I am 99% certain this was the USB-C error specific to certain chip sets, affecting peripherals like ours.

    We have tried to extensively document this, as there's nothing we can do other than suggest a USB-C hub is used in between the peripherals (e.g. MK3) and the computer, as this bypasses the problematic hardware implementation that certain computers suffer from.

    Quote Matthew_NI,Product Team, October 1 :

    Problem: Some computer chip sets made between 2020 and 2023 have a known USB-C error that can't be fixed. This can cause sporadic problems with USB-C peripherals like the Kontrol S MK3, including connection failures, freezing, or issues with firmware updates.

    Solution: If you experience these issues, try using a USB-C hub between your Kontrol S MK3 and your computer. This can help avoid the problem and ensure a stable connection. This is critically important during firmware updates, as data loss could cause broken firmware. Make sure the hub supports both power and data transfer.

Answers

  • iFlo59
    iFlo59 Member Posts: 5 Newcomer

    Hello, I received my S61 MK3 this Wednesday. I must admit that it's the first time I'm using a Native Instrument product. The installation went smoothly and requires some patience to set up the product.

    I saw that on your end, you have an issue with the USB hardware. Have you considered reinstalling the USB drivers? (Not the one for the master keyboard, but the one for the motherboard). I would also advise not to connect the S61 MK3 keyboard to a USB HUB or an USB-A port on the front of the computer. I noticed that the S61 MK3 keyboard works perfectly when connected directly via a USB-C port at the back of the computer or through a powered docking station.
    Note : I specify that by "USB Hub", I mean an unpowered HUB, which I strongly advise against. However, USB HUBs with external power will not pose any problem.

    If the problem persists, can you check if your computer's BIOS is up to date? And proceed step by step during the installation:

    • Install "Native Instrument" and authenticate
    • Add the license (visible on the S61 MK3 screen) in Native Instrument
    • Download the "Hardware Connection Service" application directly from Native Instrument
    • Update the S61 MK3 master keyboard (mandatory) with the KSMK3 Updater (Make sure to disable sleep mode)

    If the USB problem still persists, try changing the port or checking on another computer if possible.

  • Belereon
    Belereon Member Posts: 2 Newcomer

    I now connected it to the USB-C of my other laptop, an old one. There it is recognized immediately. Not sure how I can solve that situation.

  • iFlo59
    iFlo59 Member Posts: 5 Newcomer

    And if you plug an external hard drive or a USB stick into the same port, is it recognized?

    Can I have a bit more information about your computer?
    Thank you.

  • PoorFellow
    PoorFellow Moderator Posts: 5,169 mod
    edited November 2024 Answer ✓
    https://community.native-instruments.com/discussion/38943/s61-mk3-stuck-on-welcome-add-serial-screen-win-11-doesnt-recognize-the-device

    If you have any problems getting your keyboard to work after purchase then please check the Kontrol S-Series MK3 Troubleshooting Guide (that includes checking the firmware update trouble guide even if not there yet), if you still can not get the keyboard to work then please contact N.I. Hardware Support. In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

    If trying an USB A port then that is not certified to deliver enough power compared to USB-C so if using an USB-A port then a PSU is mandatory if it were not already so. Also in case of problems then N.I. recommends using either the USB-C to A and a power supply or a self powered USB-C hub.

    As for a USB-C PSU then I have not tried any personally but someone else reported this as working .

    Below are the two latest quotes that I got from Matthew_NI who is one of the leading N.I. experts on the Kontrol S-Series keyboards. (Matthew_NI is Associate Director of Product Management, Kontrol and Maschine @ NI)

    If none of this is of help then please do not hesitate but contact N.I. Hardware Support .

    Quote from Matthew_NI November 9, 2024

    I would like to respond here.

    Based on the specific computer and chip set mentioned, and the symptoms described, I am 99% certain this was the USB-C error specific to certain chip sets, affecting peripherals like ours.

    We have tried to extensively document this, as there's nothing we can do other than suggest a USB-C hub is used in between the peripherals (e.g. MK3) and the computer, as this bypasses the problematic hardware implementation that certain computers suffer from.

    Quote Matthew_NI,Product Team, October 1 :

    Problem: Some computer chip sets made between 2020 and 2023 have a known USB-C error that can't be fixed. This can cause sporadic problems with USB-C peripherals like the Kontrol S MK3, including connection failures, freezing, or issues with firmware updates.

    Solution: If you experience these issues, try using a USB-C hub between your Kontrol S MK3 and your computer. This can help avoid the problem and ensure a stable connection. This is critically important during firmware updates, as data loss could cause broken firmware. Make sure the hub supports both power and data transfer.

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