Stuck at serial screen

I bought a refurbished keyboard from NI Direct on Reverb. The keyboard won't accept the serial # saying it's already been used.

I can't request a transfer because I have no info on the original owner.

I emailed support, and they told me I can still use the keyboard. But I want to get past the "enter serial" screen. And part of the reason I bought this was to qualify as an owner for a discounted Kontakt.

What else can I do here?

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mykejb

Support will need to resolve this. @Jeremy_NI can hopefully help, although it might be Monday now before you get a response.

PoorFellow

https://community.native-instruments.com/discussion/49802/stuck-at-serial-screen

Be sure that you have downloaded and installed latest version of Native Access for your OS …

And be sure that the keyboard is properly connected and powered…

Then after a computer reboot then while logged in on your account on the N.I. site then try clicking the "Connect your hardware" link on the following page Hardware Connection Service download

Then after a computer reboot then see if you can install the Hardware Connection Service from Native Access , else then see if you can download and install the Hardware Connection Service from the Account downloads .

Otherwise then with respect to the registration of the serial then you need to get back to NI Support and politely ask if they can help you transfer the serial. No one else can do this for you if the previous owner is not available to do so…

timrae_NI

When you're stuck on the enter serial page, what it actually means is that the device has never been connected to the hardware connection service.

Reasons for this may be:

You haven't installed hcs (see here if it doesn't show up in native access)
It's not running on your system (try opening komplete kontrol SW)
There is no usb host connection from your device to computer (try using a different cable, a different usb port, and using a usb hub instead of connecting directly to your computer - this can often help)

Jeremy_NI

@matt23nyc Quickly checking your account I can see that the keyboard is sucessfully registered to your account. Please try the steps proposed by @PoorFellow and @timrae_NI and let us know if that fixed the issue or if you still need help, in this case we'll connect you with a support agent.

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