Anyone experienced a problem with registering their Kontrol S49 Mk3 in Native Access?

Gary_B
Gary_B Member Posts: 3 Newcomer
in Komplete Kontrol

I recently ordered a Kontrol S49 Mk3 keyboard controller and was trying to register it with Native Access. I got an error message of "An error occurred while processing your serial."

And yes, I double, triple, quadrupled checked (and more) that I was reading the serial number on the controller's display correctly (it matches the S/N printed on the bottom of the keyboard), and that my entries in Native Access were correct.

The error message seems a bit odd, in that it's not something like "Invalid serial number". Almost implies a database error on NI's side.

Best Answer

  • Gary_B
    Gary_B Member Posts: 3 Newcomer
    Answer ✓

    Jeremy,

    I did some research on the internet and found many others had experienced a similar "Installation Failed: Invalid location" problem. Seems to be somewhat common. The fix that most people had success with was to delete the .plist (preferences list) files for Native Access:

    /Users/user_name/Library/Preferences/com.native-instruments.Native Access.plist

    /Users/user_name/Library/Preferences/com.native-instruments.nativeaccess2.plist

    I did that (actually moved them to a temp folder) and it worked! Native Access installed the Hardware Connection Service, and I was able to continue with rest of the Kontrol S49 setup.

    Native Access creates a new set of plist files to replace the deleted ones. I haven't examined the old ones, but I suspect that NA corrupted them at some point. Something to keep in mind if you hear about a similar problem. I think that may apply for any app that uses a plist file.

    Thanks for responding to my posts. I'll let NI Support know the status when they get back in contact with me.

Answers

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,398 mod
    edited December 2024

    @Gary_B Have you installed the Hardware Connection Service in Native Access? After Registering My Kontrol S-Series MK3, I’m Still Asked to Add My Serial Number

  • Gary_B
    Gary_B Member Posts: 3 Newcomer

    I opened a trouble ticket with NI Support and they said that they "… fixed the issue" and I should retry, but didn't elaborate.

    Sure enough, I was able to register the controller without the error. Perhaps it was a S/N database issue at their end?

    Anyway, to answer your question, now I've run into a new problem; trying to install the Hardware Connection Service in Native Access. It gives an error message of "Installation Failed: Review your location preferences." and "Installation Failed: Invalid location." I'm using the default locations as setup from the original installation of Native Access and have never changed them. I also checked that Full Disk Access has been granted to Native Access in the Security & Privacy settings of the OS. I have in fact been able to install other NI instruments and other software previously without any problems.

    So I've responded back to NI Support and waiting for their reply.

    Screenshot.png
    Screenshot2.png

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,398 mod

    @Gary_B I'm sorry but I don't know what's up here, your ticket was escalated to a specialists, they will get back to you as soon as possible.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,398 mod

    Actually, I saw in your ticket that you were on Sequoia, there have been a few changes from Apple once again, check this post, that could be helpful:

    https://community.native-instruments.com/discussion/39436/tip-sequoia-adds-an-extra-step-when-installing-ni-hardware-keyboards-or-maschine-and-native-access

    Try to enable this feature to Native Access and see if that solves the issue. If not, I'm honestly out of ideas and my colleagues will be better suited.

  • Gary_B
    Gary_B Member Posts: 3 Newcomer
    Answer ✓

    Jeremy,

    I did some research on the internet and found many others had experienced a similar "Installation Failed: Invalid location" problem. Seems to be somewhat common. The fix that most people had success with was to delete the .plist (preferences list) files for Native Access:

    /Users/user_name/Library/Preferences/com.native-instruments.Native Access.plist

    /Users/user_name/Library/Preferences/com.native-instruments.nativeaccess2.plist

    I did that (actually moved them to a temp folder) and it worked! Native Access installed the Hardware Connection Service, and I was able to continue with rest of the Kontrol S49 setup.

    Native Access creates a new set of plist files to replace the deleted ones. I haven't examined the old ones, but I suspect that NA corrupted them at some point. Something to keep in mind if you hear about a similar problem. I think that may apply for any app that uses a plist file.

    Thanks for responding to my posts. I'll let NI Support know the status when they get back in contact with me.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,398 mod
    https://community.native-instruments.com/discussion/comment/197357#Comment_197357

    Thanks for the update, taking note of that.

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