New S88 display shows white lines after 1.8.7 firmware update

visarocaro
visarocaro Member Posts: 2 Newcomer
in Komplete Kontrol

Has anyone encountered the following issue? I have a new S88. When I first powered it up it displayed its serial number for registration in Native Access, then prompted me to upgrade firmware. I did so with my Mac (Sequoia 15.2, Apple M2) using the KSMK3 Updater 3.24.0. After the update, the display seems is no longer working, showing white lines as in the attached photo. When pressing buttons on the S88 the patterns of the lines change. Komplete Kontrol sees the S88, and re-running the firmware update reports "Currently there is no newer firmware for your KONTROL S MK3."

It appears the display on my S88 failed?

IMG_1711.jpg

Tagged:

Answers

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,398 mod

    IIRC, there are issues with certain Mac models and the powering through USB C/Thunderbolt. What kind of Mac is it? MacBook, Mac Mini, iMac? How is the keyboard connected to the computer? We would recommend using a powered hub. Please check this article: Kontrol S-Series MK3: Avoiding Connection Issues by Using the Right USB-C Hubs and Cables

    You can also find more tips here: Kontrol S-Series MK3 Troubleshooting Guide

    In case the issue persists, even with the right USB hub, please get in touch here: https://bit.ly/NI_support_Kontrol

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,398 mod

    Also make sure that you have the latest version of Komplete Kontrol and the Hardware Connections Service installed in Native Access.

  • visarocaro
    visarocaro Member Posts: 2 Newcomer

    Thanks so much for the reply, Jeremy. My machine is a MacBook Air 2022/M2. The USB connection is through a powered USB hub that supports data. The display shows the same distorted lines whether I connect via a powered USB hub, directly to the Mac, or with a the supplemental USB power connection. The latest versions of the Hardware Connection Service and Komplete Kontrol are installed on my machine.

    Unfortuantely the support link does not provide any way to engage support right now so it appears my only recourse is to return what appears to be defective hardware to the retailer?

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,398 mod
    https://community.native-instruments.com/discussion/comment/202651#Comment_202651

    Support is working, just tested it again. You need to be logged in to your NI account. Start the conversation. If after several minutes no agent is available, an email request is created and you'll get an email notification.

    However, if you bought the device from a retailer, it's better to return it to the retailer. Let us know if you need any further help.

Back To Top

Categories