Kontrol S49 stuck

Unknown da composer
Unknown da composer Member Posts: 5 Newcomer
in Other Software & Hardware

I factory reset my S49 and now the screen is stuck on welcome add your serial to native access when the serial is already there.

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  • PoorFellow
    PoorFellow Moderator Posts: 5,097 mod
    https://community.native-instruments.com/discussion/37954/kontrol-s49-stuck

    the screen is stuck on welcome add your serial to native access when the serial is already there.

    You do not tell if it is a Kontrol S-Series MK3 keyboard but if it is then the standard help article is this one :

    After Registering My Kontrol S-Series MK3, I’m Still Asked to Add My Serial Number

    Also (just in case that you have a MK3 keyboard and experience 'sporadic problems') : Quote Matthew_NI,Product Team, October 1 :

    Some computer chip sets made between 2020 and 2023 have a known USB-C error that can't be fixed. This can cause sporadic problems with USB-C peripherals like the Kontrol SMK3, including connection failures, freezing, or issues with firmware updates.

    Solution:

    If you experience these issues, try using a USB-C hub between your Kontrol S MK3 and your computer. This can help avoid the problem and ensure a stable connection. This is critically important during firmware updates, as data loss could cause broken firmware. Make sure the hub supports both power and data transfer.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,144 mod
    Answer ✓
    https://community.native-instruments.com/discussion/37954/kontrol-s49-stuck

    What do you mean by "factory reset"? What did you do exactly?

    Please check this article: Kontrol S-Series MK3 Troubleshooting Guide

  • harleyd3
    harleyd3 Member Posts: 6 Newcomer

    I am in the same boat. please can someone help me with this?!?! i have the same issue

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,144 mod
    https://community.native-instruments.com/discussion/comment/202826#Comment_202826

    If none of the articles linked in this thread helped, please get in touch with our support here: https://bit.ly/NI_support_Kontrol

  • harleyd3
    harleyd3 Member Posts: 6 Newcomer

    Nothing helps, there is no support i can find and no way to contact NI to actually help

  • harleyd3
    harleyd3 Member Posts: 6 Newcomer

    When i first connected it i got the firmware updated after buying a usb c hub and trying all ports and cables etc. It updated but wasnt showing in komplete kontrol. it worked in the DAW but i could not browse anything or use the plugin page. It was essnentially just midi no other features worked. Now it is stuck on the welcome page with the serial number. The firmware updater shows it connected and up to date. The computer recognizes the drivers and services are running? I mean i bought this brand new two days ago.

    I have tried everything, uninstalling software installing again restarting, hubs, cables ports (powered and data transfer) different combos, checking services are running, the S49 is now stuck on the welcome page and did not even function correct when it was past that screen.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,144 mod
    https://community.native-instruments.com/discussion/comment/202970#Comment_202970

    I see that you successfully submitted a support request, my colleagues will get back to you as soon as possible.

  • harleyd3
    harleyd3 Member Posts: 6 Newcomer

    So i paid £1100 for this and cant get support, waiting 8 days to get a message back( what ive heard it takes minimum) is in my opinion very bad customer service. Honestly i bought a product from novation 5 years ago messaged them recently for some spares and they got back to me with that day and are sending me some spare parts. I beleive my products just faulty or there is a problem with the product design .

    I have power cycled it (5times off) then it shows error and tells me to update, i updated it and back to the welcome page again. Stuck!!! Real shame because i really wanted for it to work.

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