S49 Mk3 only connects to Komplete Kontrol sporadically

R3kl355

Hi, would anyone have an idea what the issue could be?

My S49 Mk3 only connects to Komplete Kontrol sporadically.

It won’t be connecting at all, but if I power cycle it, lets say 5 times, It will finally connect. However, within a few seconds the Keyboard GUI will freeze up and is thus unusable.

Im on macOS 15.3.1 Sequoia running Komplete Kontrol 3.4.0

Looking at Console, it is throwing  this error constantly:

AppleUSBIORequest: AppleUSBIORequest::complete: device 1 (KONTROL S49 MK3@00100000) endpoint 0x81: status 0xe00002ed (transaction error): 0 bytes transferred

Stand alone MIDI Functionality works fine.

Ive tried different USB-C Cables

Ive tried a 2nd USB-C cable to a power supply.

Ive tried different USB-C Ports/ Busses

Ive disconnected other external USB devices like drives, Audio interface.

Ive removed and reinstalled Komplete Kontrol and Hardware Service multiple times.

All permissions, disk access and Login items are set correctly.

All troubleshooting I’ve found on the NI website so far Ive followed.

Im guessing a hardware issue or something wrong between MacOS 15.3.1 and Komplete Kontrol 3.4.0. It used to work fine in the past.

Thanks!

PoorFellow

https://community.native-instruments.com/discussion/43222/s49-mk3-only-connects-to-komplete-kontrol-sporadically

With the number and types of fix that you have already attempted then you should contact either N.I. Komplete Kontrol Support or N.I. Hardware Support .

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

Kymeia

https://community.native-instruments.com/discussion/43222/s49-mk3-only-connects-to-komplete-kontrol-sporadically

Have you added host integration agent to the local network?

Matthew_NI

https://community.native-instruments.com/discussion/43222/s49-mk3-only-connects-to-komplete-kontrol-sporadically

One thing you haven't tried is this:

1. 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 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.

R3kl355

https://community.native-instruments.com/discussion/comment/215310#Comment_215310

Thankyou. Yes, that will be the next step after this discussion, though I will try the USB-C Hub Matthew_NI has described below first.

https://community.native-instruments.com/discussion/comment/215318#Comment_215318

Thanks, yes, the entry is there.

https://community.native-instruments.com/discussion/comment/215326#Comment_215326

Hmm.

I knew there was an issue with USB-C, I was never able to update the firmware on my unit without plugging the 2nd USB-C port into a power source. I assumed this was the same thing as putting a USB hub inline- a means to get the unit more power than a single port supplies.

However, perhaps this is more nuanced, and a USB-C hub needs to be inline specifically on the data connection?

I will order a hub and try this, Thanks!

PoorFellow

https://community.native-instruments.com/discussion/comment/215338#Comment_215338

I knew there was an issue with USB-C, I was never able to update the firmware on my unit without plugging the 2nd USB-C port into a power source. I assumed this was the same thing as putting a USB hub inline

For some reason that I don't know then that's how I read your post when taking a quick look (as you had had an USB-C hub inline). My apologies for this misconception.

a USB-C hub needs to be inline specifically on the data connection?

Yes , that is exactly how it is , that or using an USB-A port on computer via USB-C to USB-A adapter while at the same time powering the keyboard using an USB-C PSU capable of PD with PD ready cable.

R3kl355

https://community.native-instruments.com/discussion/comment/215341#Comment_215341

Thanks, though I'm a little confused. To be clear:

The setup that helped me update the firmware but doesn't fix the sporadic connection issue (my current setup):

S49 Mk3 USB-C Host Port ← → USB-C Cable ← → Mac Studio USB-C Port

S49 Mk3 USB-C Power (only) Port ← USB-C Cable ← 110v to USB-C Power Adapter.

Preposed setup to fix the issue:

S49 Mk3 USB-C Host Port ← → USB-C Cable ← → USB-C Powered Hub ← → Mac Studio USB-C Port

Does that sound correct?

Thanks for your help!

PoorFellow

https://community.native-instruments.com/discussion/comment/215373#Comment_215373

Preposed setup to fix the issue:

S49 Mk3 USB-C Host Port ← → USB-C Cable ← → USB-C Powered Hub ← → Mac Studio USB-C Port

Does that sound correct?

Yes , that sounds correct provided that the hub is self powered and capable of delivering power to the keyboard and that the cable used supports both data and Power Delivery. In some cases for whatever reason (cable issue ?) I think that some people also have attached USB-C power to the USB-C power-in at the keyboard. But the self powered hub as described at least in theory ought to be enough to off-set the eventual USB-C port problems.

Quote Matthew_NI, Product Team, 3:05 PM , 2024-02-19 ,

To be very clear, and to avoid any one opinion becoming misinformation, I'll re-state what has been said in various places:

As frustrating as this is to you, it is also to us.

This issue is specific to the USB-C implementation on certain computer models.

This issue is not specific to the peripherals themselves.

This issue causes the communication in the protocol to essentially break, thus data is dropped.

This manifests as various symptoms, depending on the peripheral. For Kontrol S MK3, the dropped data can interrupt a firmware update, or controller -> DAW and/or controller ->Plug-in sync.

The issue can appear at random, frequently or infrequently.

Using a USB-C hub interrupts and bypasses the problematic communication specific to the chips used in the USB-C implementation of affected machines.

We can highlight and advise on workarounds, should a customer be affected.

We can, and have, reported this directly to the manufacturers of affected models. So have many other manufacturers of peripherals.

They can, and have, fixed it in newer models, but of course there exist affected models in the market that will forever be subject to the workaround.

We cannot do any more than this. I'm sorry that some of you choose to blame us. I recognize that it's deeply frustrating, but I cannot change the facts of the matter that I've outlined above.