5 keys on KK S49 MK3 unresponsive

shadesrwrf

Hi all. Been having this issue for a while. My keyboard will play fine for a while and then 5 keys (the same each time Gsharp to Cnatural) will stop responding. I have had this issue both on a Mac and PC. I have also had the issue with the keyboard started up just connected to power and not connected to a computer. The lights of the 5 keys stay brighter than the others when this issue occurs.

Additionally, something weird happened this evening. I also have a midi piano connected to my mac and today I noticed that when the keys became unresponsive on the S49 the same 5 keys on the piano started to sustain without depressing the sustain pedal. All the other keys on the piano were fine!

Any suggestions very gratefully received!

mykejb

It sounds like there's a problem with those keys where they're not detecting the key release. Is the board under warranty still? If so your best bet is probably to do a warranty return. You can contact support via this link https://support.native-instruments.com/hc/en-us/sections/360000091538 - once you're logged in you'll see the AI chat thing at the bottom of the screen.

mykejb

It sounds like there's a problem with those keys where they're not detecting the key release. Is the board under warranty still? If so your best bet is probably to do a warranty return. You can contact support via this link https://support.native-instruments.com/hc/en-us/sections/360000091538 - once you're logged in you'll see the AI chat thing at the bottom of the screen.

shadesrwrf

Thanks, unfortunately it's not under warranty.

mykejb

Did you buy from NI or a third party like Thomann or DV247? Some companies offer 2/3 year warranties in addition to the one year NI warranty. Also, you can often return items that are expected to last longer than the official warranty period if the product is "expensive or sold as high quality, premium or top of the range". Take a look here - https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/return-faulty-goods/

shadesrwrf

Thanks so much for you help. I will look into that.