Komplete Audio 6 Mk1 - Lights up but doesn't appear on device updater

dannyveeman · 2024-04-16T12:48:13+00:00

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Found this in a drawer from years back, seems to power on okay with USB but I can't get my Mac to recognise it's plugged in.

I have downloaded the most recent device updater for the Mk1 but again it doesn't seem to see that it's plugged in.

Any help appreciated!

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PoorFellow

https://community.native-instruments.com/discussion/comment/147253#Comment_147253

Yes ! , I did notice myself that the link supplied by Jeremy_NI were for 'other product' support so I updated the link for a same new version , and also I did find it peculiar , however since Jeremy_NI is a N.I. employee then who am I to question his advise !

As per your complaint then I did try clicking through the hardware support link , but in the end that still just forwards you to 'other product' support

So please just follow my advice ! I have clicked through it all for you and written all the answer below !

Contact support using this link (same as given above) and when asked then then log in with your Native ID and click to get support then answer the questions as following :

(Prerequisite of this of course is that you have registered the device with your N.I. account)

1 Is your NI product successfully installed and activated in Native Access?

YES

2 Which operating system are you using

Mac

3 Our products require Full Disk Access in order to function correctly!

That doesn't help

Audio interfaces

5 Do you have audio issues with your Komplete Audio 1 / 2 / 6 MK2 interface on a Windows PC?

6 Do you need instructions for direct monitoring

7 Do you need help with optimizing the settings of your interface?

I want to create a support ticket

All comments

PoorFellow

https://community.native-instruments.com/discussion/28894/komplete-audio-6-mk1-lights-up-but-doesnt-appear-on-device-updater

Assuming that you are using Intel Mac and OSX 13.6 as suggested by your profile !

There is a similar discussion over here that you can look at fo advice ! : Is there any way to make Komplete Audio 6 work on Mac OS 11.7.8? , It includes the advice to try to connect the device to another computer (e.g. Win 10)(Might require drivers , not sure) and see if you can update firmware there !

Or if problem persists then try contacting support .

dannyveeman

https://community.native-instruments.com/discussion/comment/147239#Comment_147239

Thanks for the quick reply and link! It looks like that didn't resolve itself and sadly I don't have access to another computer with a different OS. The support page seems to send me on an endless loop without getting me anywhere useful... hoping someone from NI can chime in on here!

PoorFellow

https://community.native-instruments.com/discussion/comment/147241#Comment_147241

Someone N.I. did 'chime in' in the other thread (Jeremy_NI) and it were his suggestions that I referred to with the if problem persists then try contacting support .

Don't be put off by the support interface , the up arrow to the right allows you to go back and select another answer , just click forth (if necessary back and choose another answer) until you reach the gather info/describe problem , then input description in one go and that will open your ticket ! Be warned though that support could also suggest that you try another computer also , that is simply one of the approach to make sure that the device actually works !

After receiving email confirmation then please allow support up to a week to answer and if they do not respond within a week then politely update your ticket to let support know that you are still waiting for a response ! Also N.I. support do not work in the weekend !

dannyveeman

https://community.native-instruments.com/discussion/comment/147249#Comment_147249

Thanks again for your response. I may be being Dim, but I'm having trouble with the support link.

I've tried going through the 'all other products' support link which seems to be for software only (it wants me to be signed up for native access etc...). I then tried clicking on hardware support, which seems to go to the right place and tries to link me to the audio interface support page... which is a dead link.

I may comment on the previous post you linked to and see if they came up with a solution.

PoorFellow

https://community.native-instruments.com/discussion/comment/147253#Comment_147253

As per your complaint then I did try clicking through the hardware support link , but in the end that still just forwards you to 'other product' support

So please just follow my advice ! I have clicked through it all for you and written all the answer below !

Contact support using this link (same as given above) and when asked then then log in with your Native ID and click to get support then answer the questions as following :

(Prerequisite of this of course is that you have registered the device with your N.I. account)

1 Is your NI product successfully installed and activated in Native Access?

YES

2 Which operating system are you using

Mac

3 Our products require Full Disk Access in order to function correctly!

That doesn't help

Audio interfaces

5 Do you have audio issues with your Komplete Audio 1 / 2 / 6 MK2 interface on a Windows PC?

6 Do you need instructions for direct monitoring

7 Do you need help with optimizing the settings of your interface?

I want to create a support ticket

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