Komplete Kontrol inoperative and NI is no help

captainmarko
captainmarko Member Posts: 16 Member
edited October 22 in Komplete Kontrol

My Komplete Kontrol has been down for more than a week. I have started a customer service ticket, responded in a timely fashion, run the support tool and sent it in twice, and still I sit here with nothing working.

I have been giving you guys my money since Komplete Kontrol 2. I own and maintain the biggest software package that you sell. I own an S88mk2 and am poised to buy the s88mk3 when it's available.

It is ridiculous that you can't get timely customer support. These products are a HUGE part of my workflow and I've been at a standstill for more than a week. It's been three days since the last communication.

Is there no help anywhere?!?!?!?!

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Comments

  • Uwe303
    Uwe303 Moderator Posts: 4,019 mod

    Hello,

    if you want help from the forum please describe the problem. What does not work, stand alone as plugin, with what computer, with what hardware, and so on.

  • captainmarko
    captainmarko Member Posts: 16 Member

    Mac Studio, M1, OS Sonoma, 128G RAM, Antelope Orion 32+ , Komplete Kontrol 14 Collectors Edition, S88mk2, Logic Pro X, Pro Tools, Ableton 11


    Everything was working fine for the last year and a half during our production/writing schedule. Mostly in Logic Pro, but some Pro Tools and Ableton as well. Starting the mix process, so I had to go back to earlier Logic production sessions to make some corrections in the original MIDI tracks.

    Upon opening the sessions, Komplete Kontrol is instantiated, but not working. Initially it would reload, but then just be blank square. So I deleted the KK data bases, as per NI, then it would load, but the patch for whatever instrument that was selected wasn't called up. Upon reloading it, I get a dialog box saying "Plug in cannot be found. Please relaunch Komplete Kontrol in standalone mode and rescan". Or something to that effect.

    Clearing out the KK data base and then relaunching to rescan the plugins always results in a crash, which produces a crash report of almost 800 pages. I realize that 99.9% of that crash report is just documenting everything that is fine, until it hits whatever is making it crash. But they plugins are going by so fast, it's impossible to pin down what it is. And the area where it goes down is ALL NI PLUGINS!!!!

    Even after the crash of the Scan App, KK would launch in standalone and work fine. Native Access, to begin with, woudn't even launch. So I went through the chore of uninstalling it and then reinstalling it. It's been fine ever since, with everything I own contained therein.

    Still the problem persists.

    It won't work in Logic. Which is where I need to be to make my corrections.

    And I've made no changes to my system, either hardware or software during this period.


    Everything is up to date, or as least as current as I can make it. This just started out of the blue. And all the sessions where it won't work were created on this system.

  • Uwe303
    Uwe303 Moderator Posts: 4,019 mod

    And it all worked with macos sonoma? It's currently not officially supported for that many native products, but hopefully someone with a mac can help, as you now gave the needed details. Hope you get sorted it out. But I'm not a mac user myself so I will not be that helpful further.

    https://support.native-instruments.com/hc/en-us/articles/13671802084765-macOS-14-Sonoma-Compatibility-Statement

  • Uwe303
    Uwe303 Moderator Posts: 4,019 mod

    I remember some cases where kk or other plugins worked stand alone but not as plugin, where due to different versions but that should not be the case for you I guess but maybe worth to look into.

  • captainmarko
    captainmarko Member Posts: 16 Member

    Thanks for the input. That statement IS 2.5 months old. Hopefully they're on it.

  • Matthew_NI
    Matthew_NI Product Team Posts: 1,454 mod

    Please ensure you've installed the latest update of Komplete Kontrol 3.1.1.

    It shipped this week, resolving an issue whereby KK could load with a blank screen in Logic Pro.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,047 mod

    @captainmarko Looking into your ticket, it looks like you are also having issues with Native Access. My colleagues requested the result of the support tool but you didn't provide it. Sometimes, if the file is too big it won't come through, you might need to sned it by other means, it's explained in an article linked in my colleagues messages: How to Use the NI Support Tool

  • captainmarko
    captainmarko Member Posts: 16 Member

    Jeremy, I sent it twice. But I will look into it.

  • captainmarko
    captainmarko Member Posts: 16 Member
    edited February 1
    https://community.native-instruments.com/discussion/comment/130145#Comment_130145

    Jeremy,

    I actually sent it three times, along with screen shots of the errors in Logic. There was no indication on my end that it didn't go through, but given it's size I can see how that could have happened. Thanks for the heads up.

    I have sent it as a DropBox transfer. I could post it here as well for you to access if that would expedite matters.

    Thanks for your help. This has been very frustrating.

  • chk071
    chk071 Member Posts: 550 Pro

    Did you install the latest version (v3.1.1) of Komplete Kontrol now?

  • captainmarko
    captainmarko Member Posts: 16 Member
    https://community.native-instruments.com/discussion/comment/130222#Comment_130222

    No. Just saw this. I will install ASAP. Thanks!

  • BIF
    BIF Member Posts: 980 Guru

    Once you install 3.1.1, be sure to retest EVERYTHING.

    It was only listed with something like 2 items, but there could be more in there. Or one of those two items fixed (or broke) something else. This is why testing cycles need to be planned to be at least 2.5X whatever the time you budgeted for making the software changes. 😯

    I have a Mac, but haven't spun up for it yet. Too many other things going on here at home. But one of these days, I'll bring her online!

  • captainmarko
    captainmarko Member Posts: 16 Member

    KK 3.1.1 installed. Same behavior. Opens in Logic as a plugin. Instrument will load. When you try to load a specific patch, you get this.

    Screenshot 2024-02-01 at 2.43.01 PM.png

    Same behavior with KK standalone. ScanApp crashes and gives an almost 800 page crash report, but then finishes loading and works as intended.

  • chk071
    chk071 Member Posts: 550 Pro
    edited February 2

    I would uninstall Komplete Kontrol, and delete all the configuration and user files for it, and then reinstall. Frankly, I couldn't tell you where they all reside though, there are many of them, and, I can't tell you where they are on a Mac system either.

    If that doesn't help, then there's something seriously funky with your system.

  • captainmarko
    captainmarko Member Posts: 16 Member
    https://community.native-instruments.com/discussion/comment/130345#Comment_130345

    Already done that once. Didn't help.

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