The disaster I asked about before doing the new S88MK3 update..happened killing my S88

DunedinDragon
DunedinDragon Member Posts: 971 Guru
edited October 22 in Komplete Kontrol

Well, before doing the new update I specifically posed the question in the common thread covering the upgrade to @Matthew_NI about the flaky problems we had last time getting the keyboard software loaded on Windows. He assured me all was going to work perfectly with the Native Access downloads. And they all downloaded just fine.

What he left out was what I was referring to which is the firmware upgrade to the actual keyboard which failed miserably and now I'm stuck with a non-functioning keyboard and no idea how to fix it.

As soon as the keyboard came up it advised me to download the latest update at ni.de/kontrol-update, which I did. None of this part of the update process is mentioned b in any of the update processes that have been documented on these pages.

I downloaded and unzipped the Windows version and ran it. It went into the lights flashing back and forth for 2 hours with no indication it would be completing anytime soon. I rebooted the keyboard and re-ran the KSMK3Updater and it again gave me the message to get the latest update. I re-ran the updater which now shows the keyboard has been updated to Firmware 1.5.7, but is still displaying I should download the update as before. But this time nothing I can do can clear that message off for me to be able to view or work with any plugin I load. The plugin and browser buttons are lit, but don't function. I'm just stuck on the download screen with that same message.

Once again this is exactly the turmoil I was concerned with in my original question. What I need to know is how to I reset and clear this mess so I can get back to work?

Best Answers

Answers

  • Matthew_NI
    Matthew_NI Product Team Posts: 1,454 mod

    Ugh.

    This is bizarre, and unexpected. It's been tested over and over, and we have updated hundreds of units hundreds of times, without such problems, as indeed is happening in the wild for most users now.

    I didn't leave that out - the firmware update is an essential part of the update procedure and is of course expected to work correctly.

    To clarify:

    • You have updated to NI Hardware Connection Service 1.7.6
    • You have updated to Komplete Kontrol 3.3
    • You have updated to Kontakt 7.10.6
    • You downloaded the Kontrol OS 1.7.6 update here (labeled KSMK3_Updater_3.20.0_Win.Zip)
    • When running the Kontrol OS updater, it failed
    • You are still on Kontrol OS 1.5.7

    Is that correct thus far?

  • DunedinDragon
    DunedinDragon Member Posts: 971 Guru

    All of that is true but the Kontrol updater never finished. It just ran for two hours. I'm now running it again to see if it will complete, but this is exactly the same issue I had back in January when I got the keyboard. I've got it running again. But how long should I expect it to be going through the firmware update process?

  • DunedinDragon
    DunedinDragon Member Posts: 971 Guru

    Just to verify, the updater is 372,224 KB.

  • Matthew_NI
    Matthew_NI Product Team Posts: 1,454 mod

    Are you connected USB-C to USB-C, or is there a USB-A in the mix? I'm just trying to figure out what could be causing such an unexpected sequence for you.

    These are the files and file sizes I see:

    Screenshot 2024-08-01 at 2.43.17 PM.png

  • Skijumptoes
    Skijumptoes Member Posts: 72 Helper
    edited August 1

    Also, make sure you extract that file and don't run it from within .zip file (Which it seems that you did). Just saying, to be on the safe side.

    It took about 10 mins to update for me, so you should be nowhere near 2 hours! The lights on the keyboard should be strobing up and down the keys during the process.

  • DunedinDragon
    DunedinDragon Member Posts: 971 Guru
    https://community.native-instruments.com/discussion/comment/169742#Comment_169742

    Everything is USB-C both for connection to the computer and power. Nothing has changed on my setup that's been running fine since January through all updates. Just to be clear both Kontakt and Komplete Kontrol (new release versions) run fine, at least standalone.

  • DunedinDragon
    DunedinDragon Member Posts: 971 Guru
    https://community.native-instruments.com/discussion/comment/169745#Comment_169745

    Yeah I extracted the file and moved it to an entirely different directory and ran it from there. I started this process again about an hour ago and it's still strobing back and forth. Just to be safe I also disabled real time protection in Windows Defender to ensure antimalware wasn't slowing things down.

  • DunedinDragon
    DunedinDragon Member Posts: 971 Guru

    @Matthew_NI - Should I go ahead and open a support ticket on this? It's obviously not working as it should. Also give me the direct link to the support as the NI website organization is so convoluted I can never find it easily.

  • DunedinDragon
    DunedinDragon Member Posts: 971 Guru
    edited August 1

    As an added note, I'm very familiar with firmware updates as I've been doing them since 2015 on my Helix modeler. One thing that may be a useful idea in this regard is their firmware updates provide some ongoing progress information about what's happening during the firmware update so that if it gets stuck it can help diagnose where the problem lies.

    As an update the firmware update has now been strobing back and forth for 1 hour and 10 minutes.

  • Michael_NI
    Michael_NI Product Team Posts: 7 mod
    edited August 1

    Hi @DunedinDragon,

    try updating the DFU driver following this guide.

  • Matthew_NI
    Matthew_NI Product Team Posts: 1,454 mod
    edited August 1

    https://support.native-instruments.com/hc/en-us/articles/16567321051805-How-Can-I-Update-the-Driver-and-Firmware-of-My-Kontrol-S88-MK3-on-Windows

    The update shouldn't take more than 15 minutes or so - certainly no longer than 30.

    No worries about the support ticket - you have direct line with the team here.

    If I understand the following correctly…

    "Everything is USB-C both for connection to the computer and power."

    … you are going direct in for USB-C, and you also have auxillary power running via the second port?

  • Matthew_NI
    Matthew_NI Product Team Posts: 1,454 mod

    Some other thoughts:

    Have you tried any other USB-C cables, or other USB-C ports, or a USB-C hub?

  • DunedinDragon
    DunedinDragon Member Posts: 971 Guru
    Answer ✓
    https://community.native-instruments.com/discussion/comment/169772#Comment_169772

    That did the trick!!! Thanks MUCHO!!

  • Matthew_NI
    Matthew_NI Product Team Posts: 1,454 mod
    Answer ✓

    @Michael_NI to the rescue - thank you good sir!

    Not sure how it got borked - but at least it is now un-borked. Those are technical terms. Sorry for the trouble!

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