S61 MK3 Stuck on “Something Went Wrong” – Can't Enter Bootloader – Urgent Help Needed

jswim87

Hi all — I’m urgently looking for help from NI staff or anyone who’s resolved this:

I have a Kontrol S61 MK3 purchased new from GearNuts in December 2023. I attempted the firmware update using the official Native Instruments Firmware Updater on my MacBook Pro M2 Max (Sonoma 14.7.1), and now the keyboard is fully bricked. Every time I power it on, it shows:

“Looks like something went wrong”

Here’s what I’ve already tried (none of which worked):

• Multiple data-capable USB-C and USB-A to B cables, including a certified USB4 cable
• Different USB ports, no hubs
• Rebooted and reinstalled Native Access + the Firmware Updater
• Manually launched the updater via Terminal with sudo
• Removed NTK and all supporting files
• Tried entering bootloader mode by holding Octave ↑ and ↓ while powering on — still boots into error screen
• Firmware updater can’t detect the device, and Rescan is greyed out

I’ve submitted a full support ticket but I have rehearsals this Thursday and a show on Saturday, and this has taken my entire rig down. I’d be extremely grateful if someone from NI can help expedite this — either with a firmware recovery tool or a path to a replacement.

Thank you for any help or guidance.

jswim87

@Matthew_NI I saw you respond to some others who had this experience: I said no hubs in my original message, but I have now also tried with a hub. I'm sorry to be so urgent, but I need this keyboard for some gigs I have coming up this weekend and next.

BIF

It's already Thursday in the Euro zone as I write this, and probably will be in your time zone by the time you read it.

It's not going to get fixed in time for your rehearsals and probably not for your show, either. Hopefully you still have your old MIDI controller that can drive your VSTs while you sort this out?

You need to open a ticket. This will probably take some number of days to resolve, so maybe put it out of your mind and use your backup device until the gig is over with. That's what I'd do.

When you're ready to put some time and effort into it, hit the little screwdriver/wrench icon at the top right of the screen on the NI website. I'd give you the link, but the icon will take you to the correct page for your country/language.

Good luck; I'm sorry this happened to you right before a gig.

EDIT: And this, ladies and gentlemen, is why I don't like firmware updates for implementing every little new feature or blinky thing for hardware devices. Firmware updates ALWAYS introduce an added risk for a BDEBG.

("Brick'd Device Error Before Gig")

PoorFellow

I’ve submitted a full support ticket but I have rehearsals this Thursday and a show on Saturday, and this has taken my entire rig down. I’d be extremely grateful if someone from NI can help expedite this — either with a firmware recovery tool or a path to a replacement.

I doubt that anyone can expedite anything that fast but @Jeremy_NI , you might have to take a look at this.

Jeremy_NI

@jswim87 I see that you have a M2 Max, I remember there were some issues around their USB C ports and the power delivery, this has affected a lot of Kontrol MK3 users. I would recommend to try with a powered USB C hub: Kontrol S-Series MK3: Avoiding Connection Issues by Using the Right USB-C Hubs and Cables This is probably the fastest thing to check first, without even waiting for my colleagues reply.

Apart from that, I can't really help more here, I've found your request, will try to prioritize it so someone can get back to you as soon as possible.