Defective Kontrol S49mk3

aalbz777

I received this keyboard about a month and a half ago and recently it started freezing and keeps disconnecting and connecting back to my MacBook Pro repeatedly, I've tried different cables and tried it on another MacBook Pro and the same issue persists. Do you guys think this is a hardware issue? What is the best way to resolve this? This has left me disappointed and stressed to figure this out.

PoorFellow

https://community.native-instruments.com/discussion/44966/defective-kontrol-s49mk3

Quote Matthew_NI,Product Team, 2024 October 1 :

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.

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.

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Kontrol S-Series MK3: Avoiding Connection Issues by Using the Right USB-C Hubs and Cables (from the Kontrol S-Series MK3 Troubleshooting Guide page)

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Else if issue persists then contact N.I. Komplete Kontrol Support

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

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Matthew_NI

This is almost definitely the issue ^^^