I've tried twice to enter my serial, it was accepted twice in native access, but my keyboard is not moving away from that welcome screen. Overall onboxing was NOT GOOD!
unuseable, all greyed out.
You did not provide that information , but assuming that we are talking about a MK3 keyboard then :
Did you install the HCS (Hardware Connection Service) in Native Access ?
.
How to set up your Kontrol S-Series MK3
Kontrol S-Series MK3 Troubleshooting Guide
Kontrol S-Series MK3: Avoiding Connection Issues by Using the Right USB-C Hubs and Cables
I have followed all instructions as they were given, I am currently stuck on the welcome screen, native access accepted my serial, but my keyboard is not showing in the list of devices in it.
Hardware Connection Service was the next step in the instructions, but yeah, I'm stuck on the welcome screen ATM.
If your registered keyboard's display still shows the welcome screen and a prompt to add the serial number, please install the Hardware Connection Service in Native Access as explained in this article.
Ref. : Kontrol S-Series MK3 Troubleshooting Guide
Unfortunately, Hardware Connection Service shows as Demo and i'm still stuck on the Welcome screen on the keyboard. I can't start the firmware updated yet. Attempting to manual launch hardware connection service fails without error messages (Silent failure)
I suspect that this is either a connection problem (Avoiding Connection Issues by Using the Right USB-C Hubs and Cables) or some issue if your Windows 10 is not updated to latest..
But the Hardware Connection Service as Demo is a first for me and from where I sit then it require either Timrae_NI or @Jeremy_NI to answer.
I will move your post to the right part of forum and it is possible that Timrae_NI will spot it later else then Jeremy_NI ought to notice tomorrow if he is attending tomorrow.
PoorFellow, thank you for helping with this. I'm very surprised to see a non employee doing better at help colleague then the regular staff.
oh well, requested a refund. Thanks again PoorFellow.
thank you for helping with this. I'm very surprised to see a non employee doing better at help colleague then the regular staff.
You are very welcome and thank you for the kind appreciation. As for doing better , then staff to the extend from Europe do not work at other hours than regular EU work hours. Also then at these days the whole NI Support system is undergoing changes due to the inMusic acquiring NI so that could possibly give delays.
oh well, requested a refund
I am sure that NI Support will manage to help you fix this if you let them 🙂 ( N.I. Support)
@richardl We do help customers on the forum whenever we can but it's not a substitute for support. It seems you didn't contact our support about this, you only submitted a return request. It is understandable, given the circumstances but maybe you will want to give this a try: https://inmusicsupport.freshdesk.com/en/support/solutions/articles/69000879662-kontrol-s-series-mk3-still-being-asked-to-enter-a-serial-number-after-registration
You need to install the Hardware Connection Service and make sure you ran the latest firmware update: https://www.native-instruments.com/en/specials/komplete/kontrol-update/
When making the firmware update make sure that the keyboard is properly connected: Avoiding Connection Issues by Using the Right USB-C Hubs and Cables
I've spent 3h debugging this issue: I'm software developer. I am not debugging your software or your hardware. The delay in receiving service from you business is too slow BTW.
I've followed both links, and applied all instructions, still stuck on welcome screen.
This would indeed need our agents to look into but you didn't submit a support request, only a refund request. If you want our agents to look into it let us know, we'll forward your case to the responsible team. if not we'll proceed with the return/refund request.
I actually do not trust your gear or your company now, NO idea if something else will break in the future. 2 defects right out of the box. I did submit a support request. No answer. Proceed with the refund. (I'll box it back and send it back) The refund needs to including shipping fee reimbursement both ways. Richard.
