komplete kontrol does not work after firmware update?

davidbryen

After I updated the firmware on my KK, nothing worked anymore. Has anyone else have this issue?

db

davidbryen

Thanks everyone for the help. This was solved using both USB ports in the back of the KK. The host cable to the computer and the power cable to a power supply. I tried a powered hub, but the signal did not get to the computer. This works fine now.

thanks again

db

mykejb

Can you be more specific? What's stopped working? Did the firmware update complete successfully?

davidbryen

thanks. The firmware was updated successfully. Now, while everything lights up, absolutely nothing works. The buttons and knobs do nothing at all.

any suggestion? should I go back to the older firmware? not sure how to do that.

KK 3.3.4

db

mykejb

Have you updated the software on your computer as well? I think there was an update to the hardware integration service and possibly other related software that was needed.

davidbryen

is that something in Native Access?

I updated KK from NA. Or is there something else on the website that I need to update?

mykejb

It'll be in Native Access. It may be you already have it, but worth checking to see if it's there.

PoorFellow

https://community.native-instruments.com/discussion/comment/203461#Comment_203461

Now, while everything lights up, absolutely nothing works. The buttons and knobs do nothing at all.

Have you tried something simple such as checking if Midi is set to Midi 1 ?

How to Switch a Kontrol S-Series MK3 Keyboard to MIDI 1.0

davidbryen

Everything KK-related has been updated. Perhaps I need to find the older firmware.

thanks for your help

PoorFellow

https://community.native-instruments.com/discussion/comment/203469#Comment_203469

Everything KK - related has been updated. Perhaps I need to find the older firmware.

Did you check the Midi setting ? :

How to Switch a Kontrol S-Series MK3 Keyboard to MIDI 1.0

davidbryen

The Midi setting is already set to Midi 1. I don't think the issue is midi-related because it's the buttons on the KK that will not work and how it's connected to the computer seems irrelevant. I think its a problem with the firmware. Perhaps I need to revert to an older firmware.

db

PoorFellow

https://community.native-instruments.com/discussion/comment/203522#Comment_203522

it's the buttons on the KK that will not work and how it's connected to the computer seems irrelevant.

Thank you , and sorry , I misunderstood that I thought that you meant buttons as being used in a DAW.

If the buttons does not respond when being pressed physically and you have a suitable USB-C power supply attached then I think that you need to contact N.I. Hardware Support if it does not change after having been without power a few hours.

In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

Matthew_NI

when you say everything - did you also update NI Hardware Connection Service? @Jeremy_NI

davidbryen

I think so. Would that have been in Native Access? then yes. Do I need to downgrade the Firmware?

Did you see that video? nothing works.

davidbryen

https://www.dropbox.com/scl/fi/c0wu8l9m9v3ccmwzym106/2025-01-11-11.42.03.mov?rlkey=i8fjdt3j9m08fvv1ti1zi2dc5&dl=0

davidbryen

this picture indicates the installation of the NI Hardware Connection Service and the version. Any other suggestions?

Screenshot 2025-01-13 at 11.39.42 AM.png

Matthew_NI

What computer are you using? And might you consider moving to macOS 13 or higher? 12 should still work, but is no longer officially supported.

Also - have you a support ticket open?