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[Native Instruments - #4836418] Re: Kontrol S49 mk3 update : bug and crach Kontrol Keyboard

Alex_59

Hello,

I'm sending out a message like a message in a bottle...

I recently purchased a Kontrol S49 MK3 keyboard.

Yesterday, I started the update, and like many others, the update crashed, and the keyboard is now unusable.

I've tried all the methods available online (change cables, power cords….), and nothing works. When I launch the update, the keyboard restarts but always freezes at the start of the update. Nothing happens: no progress, no indicator lights...

I've opened a support ticket with Native Instruments. I hope they'll contact me soon.

If any of you have managed to troubleshoot this, I'd appreciate any advice.

It's frustrating to have a keyboard I bought less than a year ago already blocked by an update...

Thanks everyone for your kind assistance.

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Accepted answers

Alex_59

It's fixed! It's alive again!!!!

It must have been the original USB cable that was faulty... I used an old (shorter) USB 3.0 cable from an old phone and it worked perfectly the first time...

I put the original cable back in afterward, but the instrument banks with the mapping weren't showing up on the keyboard...

So I left my old cable in and everything works.

It wasn't a big deal, but I never would have thought the original cable could be the cause of all these problems.

Thank you so much to everyone for your help and patience.

The issue is resolved.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/258183#Comment_258183

Good to hear you found the solution and you're back on track. Thanks for the update!

All comments

PoorFellow

https://community.native-instruments.com/discussion/50247/native-instruments-4836418-re-kontrol-s49-mk3-update-bug-and-crach-kontrol-keyboard

Did you install the HCS (Hardware Connection Service) using latest version of Native Access for your OS ?

Else then check the help pages from the top to see if you missed anything :

How to set up your Kontrol S-Series MK3

My Komplete Kontrol Keyboard Does Not Start

Kontrol S-Series MK3 Troubleshooting Guide

Kontrol S-Series MK3: Troubleshooting Firmware Update Issues (appropriate trouble shooter even if not at firmware update step)

Alex_59

Thanks a lot @PoorFellow for your Quick Reply.

Yes the last version of the HCS (Hardware Connection Service) is already installed 😔

PoorFellow

https://community.native-instruments.com/discussion/comment/258032#Comment_258032

Quote Matthew_NI :

Also make sure that the Hardware Connection Service is running and that the Kontrol MK3 can see it. Note that the hardware connection service should be started automatically when you open Komplete Kontrol software for example.

You can verify that the Kontrol Mk3 is connected to the HCS by going to Settings > general > agent version on the device, it should say version x.x.x . If it doesn't, try a different USB-C cable, and/or a USB-C hub instead of connecting directly.

Else then have you checked the drivers for the keyboard in the Windows Device Manager to see if there is any exclamation points ?

Also then then maybe uninstall HCS and then keyboard drivers , then reboot and then re-install HCS/drivers to see if that makes any difference.

Alex_59

Thanks again for your help, @PoorFellow !

Unfortunately, it doesn't seem to be working. I think I'm having doubts about the path you gave me:

Going to Settings > General > Agent version on the device, it should say version x.x.x.

Do you think I should find this information in the Komplete Kontrol software?

Below are several screenshots of what I see on my end.

Do you think I'm missing something?

Thanks again for your help!

Best regards,

Alex

PoorFellow

https://community.native-instruments.com/discussion/comment/258075#Comment_258075

Unfortunately, it doesn't seem to be working. I think I'm having doubts about the path you gave me:
Going to Settings > General > Agent version on the device, it should say version x.x.x.

Thank you for the information…

What Matthew_NI refers to is Settings > General > Agent version on the device (on the keyboard)

Please check out the manual here . (We just need to check the Agent number listed, please do not post picture of included device serial here)

Also then then maybe uninstall HCS and then keyboard drivers , then reboot and then re-install HCS/drivers to see if that makes any difference.

Alex_59

Yes, that's what I thought... but that's precisely the problem... The keyboard doesn't respond to any commands or keys... it remains hopelessly stuck on this screen...

PoorFellow

https://community.native-instruments.com/discussion/comment/258117#Comment_258117

Please check both the following troubleshooters :

Kontrol S-Series MK3 Troubleshooting Guide

And in particular :

Kontrol S-Series MK3: Troubleshooting Firmware Update Issues

If none of that helps then please contact N.I.Support (all)

mykejb

The other thing you can try if you haven't already is using a different USB port. That sometimes makes a difference.

Jeremy_NI

@Alex_59 How is the keyboard connected to your computer and to power? Have you checked this article, found in the Kontrol MK3 troubledhooting steps: Kontrol S-Series MK3: Avoiding Connection Issues by Using the Right USB-C Hubs and Cables

I see that the request you mentioned was submitted on Friay evening. Our offices are closed on the weekends, my colleague will get back to you as soon as possible.

Alex_59

Hello @Jeremy_NI !!! Thank you for your message. No, at the moment, the keyboard is only connected to the computer via the host USB-C cable. The power cable is plugged directly into the wall outlet (high-power USB-C adapter).

The keyboard was working correctly before the update attempt.

Thanks a lot once again for your kind assistance

Alex_59

It's fixed! It's alive again!!!!

It must have been the original USB cable that was faulty... I used an old (shorter) USB 3.0 cable from an old phone and it worked perfectly the first time...

I put the original cable back in afterward, but the instrument banks with the mapping weren't showing up on the keyboard...

So I left my old cable in and everything works.

It wasn't a big deal, but I never would have thought the original cable could be the cause of all these problems.

Thank you so much to everyone for your help and patience.

The issue is resolved.

mykejb

hehe yeah, it's often the simple things that conspire to mess things up !!!

Jeremy_NI

https://community.native-instruments.com/discussion/comment/258183#Comment_258183

Good to hear you found the solution and you're back on track. Thanks for the update!

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