Komplete Kontrol Stuck on "Waiting for product scan..."

Seanbox · 2024-07-24T18:42:11+00:00

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Komplete Kontrol just recently started having this issue. I could not correlate the problem to anything with Native Instruments, as I had not updated anything recently and everything had been going smoothly otherwise.
I was instead focused on my hard drive, which has some files for Native Instruments on it. I can access the hard drive. When the hard drive was not connected, Komplete Kontrol could open, although no sound came from 99% of VST's. The day I got my audio interface, the hard drive started clicking but the clicking stopped when turning off other USB ports. Recently, however, I noticed a fan sound from the hard drive regardless of whether or not other USB ports were active with periodic clicking. I ran "chkdsk [] /f" in command prompt and found nothing wrong with the hard drive. When trying another hard drive used for a different computer, it also started clicking with fan noises, but even more extreme, and I couldn't access the hard drive. When putting the original hard drive on another computer, no sounds surfaced. When trying to eject the hard drive a popup shows that the hard drive is currently in use. These are the only things related to native instruments, Komplete Kontrol, or the hard drive that appears in Task Manager.

I have updated all Native Instrument VSTs, run Komplete Kontrol as administrator, turned my laptop to performance mode, and reset my computer to no avail.
I saw on another thread that it could have something to do with Komplete Kontrol having trouble accessing my hard drive. I could see this being the problem despite command prompt telling me there were no problems but I don't know how to rectify that. Do I need to get another hard drive?

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BIF

Let's start with the basics. Maybe somebody will have some ideas for you.

What version of Windows, 10 or 11? And is it up to date?

2. What version of Native Access? What version of Komplete Kontrol?

3. Please describe your computer: Laptop or tower? Is the CPU Intel or AMD? If Intel, do you know if it's an i3, i5, i7, or i9 CPU?

4. Please describe the hard drive scenario on your computer: Are all drives SSD, or are some of them older HHD "spinning" drives?

5. Where do your Native Instruments "pieces/parts" reside? Give us some details so that we can be thinking on this for you.

For example, if I were to answer that question, I'd say H: partition has my downloads. It's got a half terabyte free. F\Program Files is my application location and F has 100 GB free. Half of my content is located at K:\Native Instruments and the other half is at I:\Native Instruments. 32 bit VSTs are at "C:\Program Files\VST Plugins 32 Bit - Hidden" and that folder is not used by any DAWS or hosts. 64 Bit VSTs are at "C:\Program Files\VST Plugins 64 Bit" and is visible to Ableton Live and Cubase 13. My C, F, and H partitions are on my internal SSD which is an M2 attached to my motherboard. My K and I partitions each have more than 200 GB free and are on a different internal SSD which is connected via SATA. I have a separate external spinning hard drive that is attached via USB 3 and is only used to take backups 3 times daily. The problem happens about the same whether the spinning drive is connected or disconnected. End of example.

6. Please list all of the USB devices that are connected when you have the problem with KK. Please remove non-essential USB devices one-at-a-time and see if the KK problem still happens, or if it mysteriously stops happening.

7. What are you using for antivirus and anti malware, and are they active when you're having this trouble with KK?

8. What web browser do you use? Is that browser open when you have the issue with KK? Does the problem still happen even if the browser is not open?

9. Does NA automatically log you in when you launch it, or do you always have to enter your credentials manually? Does the issue happen when NA is open? When it is closed? Or doesn't matter?

10. Does the issue happen when you have KK opened as a standalone app? Does it happen when you open KK inside of a DAW such as Live or Cubase?

Well, that's all I can think of at the moment. I'm quite busy this week, but I'll try to come back and look for your response. Somebody else might also have some ideas; this forum is full of really technically-minded people, though, so I'm sure somebody will help you if they can. Good luck!

Seanbox

I decided to buy another hard drive, which fixed my issue.

Unfortunately, I now have the same problem but for a different reason. I've downloaded Max 8 and the packages Virtual Sound Macros and the first volume of chapter materials for a class. After 24 hours or so of having installed Max 8, I have the same problem where it gets stuck on the scan. Uninstalling fixes the problem for that 24 hours. My system is up to date, I've installed Max on both my internal and external hard drive (that also has KK in it), deleted C:/users/USERNAME/AppData/Local/Native Instruments/Komplete Kontrol, and checked that the scanning path does not coincide with Max 8.

Here are the answers to the questions asked by @BIF.

1, 3, 4

2 | KK: 3.3.2 NA: The most recent version? Everything is up to date when I check my installations.

5 (I've got 200GB free on my internal hard drive and over a terabyte free on my external hard drive)

6 | Mouse, Keyboard, Ethernet Cable. Doesn't stop happening if I remove something.

7 | Whatever comes with Windows 11. I assume it's active, but I don't know much about this.

8 | Google Chrome. This doesn't affect anything.

9 | NA automatically logs me in. Having it open doesn't change anything.

10 | Both as a standalone and with Ableton. (Ableton just gets stuck loading a project)

BIF

I don't see anything that jumps out as being "wrong". But I'll look some more. In the meantime, maybe some other folks can put eyes on Sean's posts above.

Sean, "Storage 1" noted above that it's connected via SCSI. That seems odd on a Windows 11 laptop. Can you shed some more light on how that drive is connected? I'm not thinking that's your problem, but the reference to SCSI is interesting to me because I don't think modern laptops really uses SCSI anymore (if they ever did).

BIF

@Seanbox - can you answer my questions above? TIA

Seanbox

@BIF It is connected via USB-C. I don't know why it's showing that, or what it even is!

Seanbox

As for the Max 8 problem, I reinstalled it on my drive, which fixed the problem.

BIF

https://community.native-instruments.com/discussion/comment/187680#Comment_187680

Oh good! Glad to hear it. Have a great day, and thank you for letting us know. 😀

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