Are certain functions not supported on windows 10?

anwi666420
anwi666420 Member Posts: 21 Member
edited October 22 in Komplete Kontrol

Trying to figure out why the BROWSER and PLUGIN modes on my S61 MK3 keyboard won't work. I also had trouble getting the firmware updater to recognize the keyboard on that computer, so I tried to update it on my newer windows 11 PC and it worked.

When I plug the keyboard with updated firmware into my older PC, the default MIDI template and DAW modes both work, but I cant get it to recognize any plugins. I've tried running both Kontakt and Komplete Kontrol in standalone and made sure the MIDI inputs and outputs are set up in the way the manual says, and it shows up as Komplete Kontrol S61 MK3 in the MIDI settings menu.

If I try to run the firmware updater again on my older machine, it says the firmware is all up to date, so my computer can definitely recognize that a S61 specifically is plugged in. I also tried uninstalling and reinstalling hardware connections, komplete kontrol, and kontakt. Should I just wait for a new driver? Is anyone experiencing similar issues?

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  • PoorFellow
    PoorFellow Moderator Posts: 4,919 mod
    edited October 2023

    There has been a multitude of issues with in particular drivers and the 'registration' of the unit in Windows. I haven't the foggiest clue how to go about mending your situation. @Martin_NI (product team) I noticed that you have been online today , do you have any wise words to add here ?

    @anwi666420 , wait some hours to see if Martin got any advice else you ought to contact support and report your problem !

  • Nilo_NI
    Nilo_NI Customer Care Posts: 23 mod

    Hey @anwi666420 ,

    we replied to your ticket on the 25th. Can you reply there with the info requested?

    First steps if your keyboard is not recognized by the Komplete Kontrol software is to check the following:

    https://support.native-instruments.com/hc/en-us/articles/4410095967377

  • anwi666420
    anwi666420 Member Posts: 21 Member

    @Nilo_NI had an old email address on my account, and my situation is a bit different since then, should I send another ticket?

  • anwi666420
    anwi666420 Member Posts: 21 Member

    @Nilo_NI tried to submit another ticket 3 times today and the komplete kontrol support window on the site seems bugged, can't type anything into it on either computer i tried on

  • Nilo_NI
    Nilo_NI Customer Care Posts: 23 mod

    Hi, not sure what the issue could be there. Tickets appear to be coming in fine. I couldn't find any issue.

    Have you already checked all the steps here:

    https://support.native-instruments.com/hc/en-us/articles/4410095967377

  • PoorFellow
    PoorFellow Moderator Posts: 4,919 mod
    https://community.native-instruments.com/discussion/comment/104654#Comment_104654

    Did you try any alternative browsers on any of the computers (accept all cookies and no plugins in browsers and pop-ups allowed) , I suggest trying Vivaldi browser and Opera browser.. And did you use this link ? contact support

  • Martin_NI
    Martin_NI Product Team Posts: 25 mod

    @PoorFellow thanks for tagging

    https://community.native-instruments.com/discussion/18107/are-certain-functions-not-supported-on-windows-10

    Hey @anwi666420,

    Does the keyboard connect to the standalone versions of Komplete Kontrol 3+ and Kontakt 7.6+?

    If not, please ensure you have installed and updated the "Hardware Connection Service", Komplete Kontrol and Kontakt 7 on Native Access and see if this fixes your issue.


    It would be the first case I have heard of where the keyboard connects to your computer and DAW fine but not to NI plug-ins. That is why I suspect the "Hardware Connection Service" is not installed, as the other features that are working with MIDI straight from the Keyboard where the plug-in connect using the "Direct Connection" mechanism that requires the Hardware Connection Service to be running on your computer. It is worth opening Windows task manager on Windows (or Activity monitor for any macOS readers) to double-check that you see "Hardware Connection Service" running in your list of processes.

  • anwi666420
    anwi666420 Member Posts: 21 Member

    @Nilo_NI Firefox seemed to be the issue, i was able to submit one on my phone.

    @Martin_NI I have everything installed in native access. I've even done a full uninstall and reinstall of Native Access, as well as multiple times of reinstalling hardware connections, Komplete Kontrol and Kontakt 7. Here is how the settings look in the standalone versions:

    Screenshot (3).png
    Screenshot (4).png
    Screenshot (1).png
    Screenshot (2).png


  • anwi666420
    anwi666420 Member Posts: 21 Member

    @Nilo_NI I should also mention I have run through all the steps in the "My KK Keyboard won't start" page, agents are running in background processes like they should be, firmware is up to date, all apps running as administrator, no exclamation points next to the drivers, and no driver updates are available for any device on the PC

  • Martin_NI
    Martin_NI Product Team Posts: 25 mod

    Thanks for the info @anwi666420. Have you tried using a USB hub with your computer? The reason I mention it is you said you had issues updating with that computer updating your keyboard and had to use another.

    Some computers are having issues with the USB-C port and sending data consistently. USB Hubs seem to solve this issue for most users if you have one. Just ensure you are plugging the keyboard into a data port of the USB hub and not just a USB-C power port, which many USB-C hubs have.

  • anwi666420
    anwi666420 Member Posts: 21 Member

    @Martin_NI yes, i'm using a Pluggable Thunderbolt 4 and USB 4 powered hub.

    If i don't use the hub and plug the keyboard in directly to the PC it functions as a midi controller and displays DEFAULT MIDI TEMPLATE MODE, but doesn't seem to know its specifically an S61.

    The standalone versions of KK and Kontakt don't recognize that an S61 is plugged in and it's not named in the devices in device manager if I don't use the hub.

  • PoorFellow
    PoorFellow Moderator Posts: 4,919 mod

    At Martin_NI

    Maybe it's another one of them cases where the keyboard has somehow registered wrongly , there were someone else at some point in the forum for whom the fix were at least partly to make advanced driver editing , others have apparently have the keyboard registered twice :

    https://community.native-instruments.com/discussion/comment/102207/#Comment_102207

    https://community.native-instruments.com/discussion/comment/103731/#Comment_103731

    https://community.native-instruments.com/discussion/17887/fix-for-kontrol-mk3-firmware-update-on-windows

  • Martin_NI
    Martin_NI Product Team Posts: 25 mod

    Thanks, @anwi666420, it sounds like, for some reason, the Hardware Connection Service is not running correctly on your computer. Me and some of the other engineers are wondering if it could be something to do with the security settings. Could you try the following to see if it helps

    1. Click the triple dots next to the Hardware Connection Service.
    2. Select Installation Paths.
    3. Click the folder icon next to the path
    4. Right click the NIHardware Connection Service and select Run as administrator.

    If that works, you can select properties, and the compatibility tab has a check box to Run this program as an administrator so they don’t have to do it every time they want to use the keyboard.

    I hope that helps!

    @PoorFellow, thanks for helping here also. The double registration could maybe cause this issue, but the 61 Mk3 should be unaffected by the driver issue.

  • anwi666420
    anwi666420 Member Posts: 21 Member

    @Martin_NI Gave that a shot, didn't seem to help. Is there supposed to be more of a response from hardware connections than a very brief command prompt window popping up when i run as admin?

    I just sent the results of my NI support tool scan to a reply to the support saying my ticket was closed because it was deemed solved today, the first email I've received, and somehow that support ticket got tagged as a MK2 S49 issue.

    Should I upload the results of the test here to you all directly or wait for support to reply back?

  • anwi666420
    anwi666420 Member Posts: 21 Member

    I'm really beginning to think my system is not compatible in some way... like the motherboard or USB port doesn't support something needed for the software to talk to the hardware. Those Arturia MIDI controllers are beginning to look pretty nice

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