Why I can't register used S49 MK3 and no support response

Rell-L

I bought this used S49 MK3 for an excellent price from Guitar Center on 01/31/2025. Signed into my account to register it so I could start using with my AKAI MPC X, & was stopped in the process by not being able to register on my account. Reached out to support with all the necessary documents and information, and still have not received an email or anything. This is very frustrating since I now have a midi keyboard that is just a "DEAD SHELL" and unusable. I don't understand why you can't just call and fix the problem immediately. HELP!

PoorFellow

https://community.native-instruments.com/discussion/42032/why-i-cant-register-used-s49-mk3-and-no-support-response

All such issues are handled exclusively by N.I. Account Support

If you have already made a ticket then you need to wait for support to get back to you.

Support do not work weekends and there is no phone support.

Otherwise then contact N.I. Account Support with proof of purchase and a picture of the serial on bottom of device and explain the situation

Quote Matt_NI : All you need to know about License Transfer

In case that you need guidance contacting support : Please read : how to get support !

PoorFellow

https://community.native-instruments.com/discussion/42032/why-i-cant-register-used-s49-mk3-and-no-support-response

All such issues are handled exclusively by N.I. Account Support

If you have already made a ticket then you need to wait for support to get back to you.

Support do not work weekends and there is no phone support.

Otherwise then contact N.I. Account Support with proof of purchase and a picture of the serial on bottom of device and explain the situation

Quote Matt_NI : All you need to know about License Transfer

In case that you need guidance contacting support : Please read : how to get support !

PK The DJ

I'm not sure I understand. Why is it a dead shell?

You don't need to register it for it to function as a keyboard, especially if you're not using it with NI stuff. Plug it into the MPC and use it.

Rell-L

@PK The DJ sounds like a logical workaround, but the keyboard is stuck on serial registration screen as if it has been factory reset. Nothing else to do but wait. I've even gone back to Guitar Center and the manager sent emails to NI requesting registration for my account as well. I'm stuck with a dead shell until then, which really sucks. Especially when I was going to upgrade to Komplete 15 Ultimate bundle for music and film projects.

PK The DJ

Oh so it just boots up to that straight away? I don't have one so can't say if that's normal.

PoorFellow

https://community.native-instruments.com/discussion/comment/208379#Comment_208379

the keyboard is stuck on serial registration screen as if it has been factory reset.

You should have included that in the initial post where your complaint were "not being able to register on my account.".

The stuck on the serial has nothing to do with a registration issue as such , it has to do with a keyboard connection issue :

After Registering My Kontrol S-Series MK3, I’m Still Asked to Add My Serial Number

Kontrol S-Series MK3: Troubleshooting Firmware Update Issues

Kontrol S-Series MK3 Troubleshooting Guide

If the Hardware Connection Service has been properly installed then it is most likely a connection issue. Sometimes connection issues can be fixed by using a USB-C to A cable and at the same time attach an USB-C PSU capable of PD (power delivery and with a cable able of PD) . Sometimes is is fixed by using a self-powered USB-C hub with cables capable of both data and power transfer or also use a USB-C PowerDelivery PS.

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.

Otherwise then if the issue persists then again : If you have already made a ticket then you need to wait for support to get back to you, but if you have not told support either that the keyboard is stuck on the serial screen then do so by adding information to the existing ticket.

Support do not work weekends and there is no phone support.

Otherwise then contact N.I.Hardware Support

In case that you need guidance contacting support : Please read : how to get support !

Mert_NI

https://community.native-instruments.com/discussion/42032/why-i-cant-register-used-s49-mk3-and-no-support-response

Hello Rell-L, I saw that you have received an answer and it seems like the issue has been resolved.

I hope this helps☺️