NI won't accept serial of S88 Mk III. I know the entry is correct. I know the account is correct

joe1871
joe1871 Member Posts: 5 Newcomer
in Native Access

Why does NI return such an ambiguous error? "An error occurred with your serial." That's it!

Anybody have this experience and frustration? I am running Windows 11 on an Intel i9 3.6 Ghz machine with 64 GB of RAM and tons of disk space. I just paid for and installed Kontrol 15 Collectors Edition. I bought a new S88 to go along with that, and today was gonna be my first new day. I tried upgrading the flash - that went fine but made no difference to the problem. The SWN is being displayed on the main screen of the keyboard. Hard to get it wrong - verified all the B's and 8's, No zeros or "0"s in it.

Any help or people with experience on this issue would be greatly appreciated. Thanks in advance

Joe

Best Answer

Answers

  • Skijumptoes
    Skijumptoes Member Posts: 72 Helper

    Have you checked your NI account via the website to see if it shows as a registered product already? It shows on that list as 'KONTROL S88 MK3 HW'.

    I've not seen that warning to really know, but I see you've posted a few times without any reply yet and just want to check that it's not because the serial has already been registered.

  • joe1871
    joe1871 Member Posts: 5 Newcomer

    Hey Skijumptoes…

    Is that a condition or a benefit? Skijumptoes? Great name…s

    Thanks for answering. Yes I have posted a coupe of times with no love. The keyboard is not list on my installed items anywhere, but good idea. I have both Sweetwater help and NI help involved now. Does anyone know if NI help is in the US? Do I need to wait until Europe wakes up? This is pretty frustrating. The keyboard is a ton of cash; I should at least get to use it after 4 days of trying to get it to work. I think there is a big gap somewhere in Sweetwaters/Native's support. This should have been escalated by the time filter alone. A customer with 4 days of not being able to use the most expensive product in the NI arsenal (at least for NI's keyboards) should be escalated to higher tiers. At least that was the case when I called Cisco or Amazon before I retired from IT. Bigger entities I realize, but the concept should be the same.

  • Vocalpoint
    Vocalpoint Member Posts: 2,772 Expert
    edited October 1

    "The SWN is being displayed on the main screen of the keyboard. Hard to get it wrong - verified all the B's and 8's, No zeros or "0"s in it".

    Hmm…As I understand it - the serial number for a new S-Series MKIII comes on a card located in CD-sized black envelope inside the shipping carton - and not on the actual keyboard screen.

    This serial is a standard 5 stanza number and it is this number that goes into Native Access:

    image.png

    Not sure what number you are seeing on the keyboard screen - but I do not believe that number is applicable to NA.

    VP

  • joe1871
    joe1871 Member Posts: 5 Newcomer

    Hi Vocalpoint - Those numbers you describe - the card numbers are identical to the disp. There are three places to view the keyboard's serial number. The first is on the card in the welcome kit. The 2nd is on the Manufacturer's label on the underside of the keyboard, and the third on the display screen when being directed to enter it to NI. All three are identical. Same formatting - 5 blocks of 5 chars - a mix of numbers and letters. I have verified it at least 10 times. I am entering the correct characters. The error does not indicate a mis-typed alphanumeric character, as some of the errors on line show, it simply and frustratingly states "An error occurred while processing your serial'. That is all the information it provides.

    Thanks for the attempt - I wish it were that simple.

    Joe

  • Vocalpoint
    Vocalpoint Member Posts: 2,772 Expert
    https://community.native-instruments.com/discussion/comment/181541#Comment_181541

    Fair enough. Did not realize the board had the serial burned into the FW. That is very interesting.

    Hope you get this sorted by NI.

    VP

  • Skijumptoes
    Skijumptoes Member Posts: 72 Helper
    edited October 2
    https://community.native-instruments.com/discussion/comment/181532#Comment_181532

    The only other thing I can think is that the serial number can't be confirmed via their server because of a network/routing issue. Does it take long to come back with that message?

    Is it possible to try a different connection, or check that you're not using a DNS server that's doing something to your routing, or perhaps some other network filters/tools you may have running?

    Also ensure that you have the installed the latest update for 'Hardware Connection Service' within Native Access.

    Searching the message on these forums seems to suggest that where it has occured, only a support agent was able to get it fixed so hopefully you hear back soon. Can't hurt to give @customercare a nudge though. ahem

  • joe1871
    joe1871 Member Posts: 5 Newcomer

    Hey Skijumptoes,

    I just tried using the link you offered to post to @customercare but I get an error - it (the link or your account) is private. I can't follow the link, and I don't know how to get there otherwise. Can you maybe give me a nudge in the right direction? Problem is still not solved. The NI customer care is sorely lacking.

  • Mert_NI
    Mert_NI Customer Care Posts: 604 mod
    Answer ✓
    https://community.native-instruments.com/discussion/36750/ni-wont-accept-serial-of-s88-mk-iii-i-know-the-entry-is-correct-i-know-the-account-is-correct

    Hello joe1871, does the issue persists?

    If so, can you please create a support ticket or open a chat support using this link below:

    https://bit.ly/NI_support_NA

    So our team can help you further to solve that as soon as possible.

    I hope this helps☺️

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