New S61 kb stuck in serial number page after factory reset

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Minimalism0
Minimalism0 Member Posts: 3 Member
edited January 8 in Maschine

Sorry for the lengthy request for help but i don't seem to be able to generate a support ticket from NI

I bought a new s61 mk 3 in December , registered it and it worked ok for a while and then started to hang both in Cubase 14 Pro and as a standalone Komplete Kontrol.

The KB was registering midi input in cubase but was not recognised in Kontrol. All software and drivers are up to date so in desperation I deleted Komplete Kontrol and the Hardware connection service direct from  Windows. Reinstalled them via Native access and still the keyboard would not connect to Cubase or the stand along Komplete Kontrol. I performed a factory reset on the KB and it asked me to input the serial number in Native access to register it (again). This I did but it is now stuck on that page with the serial number displayed. The firmware is the latest one from my previous install so it is not possible to update it and i've already downloaded the software including fresh install of Komplete Kontrol and the Hardware connection. S61 still stuck in the serial number page but I do have midi input to Cubase and standalone Kontact.

I also have an M32 keyboard which now also wont work with Komplete Kontrol.

I suspect a hardware error on the s61 keyboard and/or errors in Komplete Kontrol and the Hardware connection

Anyone got any ideas about how to fix this or is it a return to supplier issue

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Best Answers

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,971 admin
    Answer ✓

    Please get in touch here: https://bit.ly/NI_support_Kontrol So my colleagues can check if it's 100% a hardware issue.

    Make sure to be logged in to your account, get in the chat and start the conversation. If no agent is available an email ticket will be created and you'll get an email notification.

    In case you need more info: https://bit.ly/NI_Support_How

  • Minimalism0
    Minimalism0 Member Posts: 3 Member
    Answer ✓

    NI Support got in touch but I managed to sort it myself the same day. In case anyone else has a similar issue these are the steps I took:

    Update

    I tried the S61Mk3 keyboard on a laptop after installing Native Access and Komplete Kontrol. It all worked so probably not a Hardware fault. Plugging the keyboard back into my main computer it no longer froze on the serial number page. However the S61 was still not recognised in Cubase or the standalone Kontakt or Komplete Kontrrol. With the kb still on I decided to uninstall it from the Device Manager sound and video controllers and the Kontrol S61 DFU and ODR from USB devices, including the driver. I restarted the computer with the KB off and with fingers crossed switched the KB back on. All seems to be working now. What a relief

Answers

  • PoorFellow
    PoorFellow Moderator Posts: 7,424 mod
    edited January 8
    https://community.native-instruments.com/discussion/41061/new-s61-kb-stuck-in-serial-number-page-after-factory-reset

    i don't seem to be able to generate a support ticket from NI

    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

    You might need a self powered USB-C hub

    Quote Matthew_NI , December 10 , 2024 :

    USB-C Connectivity Issue:

    Problem:
    Some computer chipsets 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 SMK3, including connection failures, freezing, or issues with firmware updates. It may appear that certain cables work and others do not,but this is a red herring.

    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.

    @Jeremy_NI , appear as this needs a little help from you for support connect ?

    Kontrol S-Series MK3 Troubleshooting Guide

    Kontrol S-Series MK3: Troubleshooting Firmware Update Issues

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,971 admin
    Answer ✓

    Please get in touch here: https://bit.ly/NI_support_Kontrol So my colleagues can check if it's 100% a hardware issue.

    Make sure to be logged in to your account, get in the chat and start the conversation. If no agent is available an email ticket will be created and you'll get an email notification.

    In case you need more info: https://bit.ly/NI_Support_How

  • Minimalism0
    Minimalism0 Member Posts: 3 Member

    Thanks for link Jeremy_NI

    I have created a ticket and await a reply but I know it is a busy time for support

  • Minimalism0
    Minimalism0 Member Posts: 3 Member
    Answer ✓

    NI Support got in touch but I managed to sort it myself the same day. In case anyone else has a similar issue these are the steps I took:

    Update

    I tried the S61Mk3 keyboard on a laptop after installing Native Access and Komplete Kontrol. It all worked so probably not a Hardware fault. Plugging the keyboard back into my main computer it no longer froze on the serial number page. However the S61 was still not recognised in Cubase or the standalone Kontakt or Komplete Kontrrol. With the kb still on I decided to uninstall it from the Device Manager sound and video controllers and the Kontrol S61 DFU and ODR from USB devices, including the driver. I restarted the computer with the KB off and with fingers crossed switched the KB back on. All seems to be working now. What a relief

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