Hi I recently purchased a Native Instruments Kontrol S88 MK3 from you. Unfortunately, the device is not functioning correctly. A firmware update cannot be completed because the device fails to enter firmware update mode. The official updater consistently shows the error message: “failed to boot into firmware update mode.” I have already tested the following: * Different USB cables * Multiple USB ports (direct connection to the laptop, no hub) * Both Windows and macOS systems * Reconnecting the device multiple times (power cycling) The device is recognized by the system (USB connection works), but the firmware update cannot be performed. I kindly ask you to provide a solution. Thank for your help

Issue with Kontrol S88 MK3 – Firmware Update Failure

I recently purchased a Native Instruments Kontrol S88 MK3 from you.

Unfortunately, the device is not functioning correctly. A firmware update cannot be completed because the device fails to enter firmware update mode. The official updater consistently shows the error message: “failed to boot into firmware update mode.”

I have already tested the following:

Different USB cables
Multiple USB ports (direct connection to the laptop, no hub)
Both Windows and macOS systems
Reconnecting the device multiple times (power cycling)

The device is recognized by the system (USB connection works), but the firmware update cannot be performed.

I kindly ask you to provide a solution.

Thank for your help

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mykejb

This sounds like something you'll need to contact support to resolve. You can do that by following the link here - https://support.native-instruments.com/hc/en-us/requests/new

Bear in mind that support don't work over the weekend. The first email response will likely be autogenerated and you need to reply to that to get the ticket looked into properly.

nico5

Have you ensured there's enough power delivery for a firmware update?

PoorFellow

https://community.native-instruments.com/discussion/50620/issue-with-kontrol-s88-mk3-firmware-update-failure

I have already tested the following:
Different USB cables
Multiple USB ports (direct connection to the laptop, no hub)
Both Windows and macOS systems
Reconnecting the device multiple times (power cycling)

(inline with what suggested by nico5 then) Have you powered the S88MK3 using an external USB-C PD ready PSU on the power in on the keyboard while doing the tests ?

Also it's a good idea trying to use a self-powered USB-C hub between the keyboard and the computer while at the same time using the USB-C PSU and try different cabling. And make sure that you have installed the Hardware Connection Service in Native Access…

Kontrol S-Series MK3: Troubleshooting Firmware Update Issues

SDV

I already had enough power because S88 mk3 works in my DAW.

But I still connected the MIDI to charger for extra power , and it's still not working. My MacBook is also connected to the charger.

https://community.native-instruments.com/discussion/comment/260718#Comment_260718

SDV

https://community.native-instruments.com/discussion/comment/260715#Comment_260715

I already had enough power because S88 mk3 works in my DAW.

But I still connected the MIDI to charger for extra power , and it's still not working. My MacBook is also connected to the charger.

PoorFellow

https://community.native-instruments.com/discussion/comment/260719#Comment_260719

I already had enough power because S88 mk3 works in my DAW.

Keyboard require extra power for upgrading firmware.

But I still connected the MIDI to charger for extra power , and it's still not working. My MacBook is also connected to the charger.

If you are sure that the 'charger' can deliver enough power then it could be a cable problem of sorts and you are still advised to try using a self-powered USB-C hub as intermediate between keyboard and computer. You can also try using an A port using an adapter you are sure works combined with at the same time using a USB-C PSU for keyboard power.

Vagus

Before support - trying cycling the keyboard into firmware update mode yourself.

Turn the keyboard on, when it shows the NI logo, turn it off x5

It'lll say "Something went wrong" then be in firmware update mode - then try the update again.

If not, support.

Kymeia

I always update with both cables connected - never had a problem that way

PoorFellow

@SDV , Since you mentioned 'power cycling' initially then I assumed that you had tried it , but I might have been wrong ,

anyway then the power cycling that Vagus is referring to is this :

Power cycle the keyboard 5 times. At the 5th time, the recovery screen should appear and you can re-update the controller. In order to power cycle, turn on the device, wait 2-3 seconds and then turn it off again. Please repeat this 5 times.

SDV

@PoorFellow @Vagus

It’s not working.

I tried it with my MacBook Pro as well as my Windows laptop. As soon as I press the update button, the keyboard disconnects and does not show up in Device Manager on Windows or in System Information on macOS.

And when I try the 5-times trick, I see the message:
“Looks like something went wrong. Please re-run the update on your computer. Get help at ni.de/kontrol-help”
but when I press retry, nothing happens.

In Device Manager on Windows and System Information on macOS, the S88 MK3 is connected and I can use it in my DAW, but as soon as I press update, it just disconnects.

SDV

@PoorFellow @Vagus

I also powered the S88 MK3 with an external power supply.

Vagus

@SDV Perhaps this is a support ticket after all - it should at least allow you to update after power cycling.

SDV

@Vagus

Thanks for your support

I’ve submitted a ticket and hope they can help me.

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