komplete kontrol does not work after firmware update?

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Answers

  • Matthew_NI
    Matthew_NI Product Team Posts: 1,802 mod

    @Jeremy_NI

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,275 admin

    @davidbryen I see that you submitted a request already and that my colleague got back to you. On the video we only see the keyboard. Is it happening in a DAW, in Komplete Kontrol in standalone? Kontakt in standalone? Do Komplete Kontrol, Kontakt, the Hardware Connection Service, Native Access all have full disk access? How to Enable Full Disk Access on macOS

    How is the keyboard connected to the computer? Do you use a powered USB hub? What kind of Mac do you have? M Processor, what generation? Standard, Max, Pro?

  • davidbryen
    davidbryen Member Posts: 32 Member
    Screenshot 2025-01-14 at 9.39.48 AM.png

    thanks. This was happening in the DAW (Logic), but then I switched to Komplete Kontrol standalone, where it also happened. So, this seems to be an issue with the KK, regardless of the computer. Komplete Kontrol, Kontakt, and Native Access are all enabled in Full Disk Access. I do not see a Hardware Connection Service there.

    I usually connect to the computer with the supplied USB with the host input. I only used the powered USB hub when I updated the firmware.

    Macbook Pro M2 (2023), OS 14.5.

    Thanks for your help.

    db

  • Matthew_NI
    Matthew_NI Product Team Posts: 1,802 mod

    I would strongly advise using the USB hub at all times - it sounds like you may be experiencing the infamous and sporadic USB C error. See:

    Problem:
    Some computer chipsets 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 S MK3, 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.

  • davidbryen
    davidbryen Member Posts: 32 Member

    why use a hub when I can connect directly from the KK to my computer? USB-C from KK to USB-C to my computer. Am I missing something? It seems to me that the hub will add another layer of potential problems. The USB hub that I have is 4 x USB-3, input, and 1 USB-C out.

    Should I connect the power USB-C to an outlet for power?

    db

  • davidbryen
    davidbryen Member Posts: 32 Member

    perhaps I am misinterpreting what you mean by a hub. This is the one that I have.

    IMG_2803.JPG
  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,275 admin

    Yes, please check this article: Kontrol S-Series MK3: Avoiding Connection Issues by Using the Right USB-C Hubs and Cables

  • PoorFellow
    PoorFellow Moderator Posts: 6,528 mod
    https://community.native-instruments.com/discussion/comment/204000#Comment_204000

    why use a hub when I can connect directly from the KK to my computer?

    I think that Matthew_NI's point is that any eventual problems could be sporadic and that there is less chance of sporadic problems if using the hub. Quote Matthew_NI : "This can cause sporadic problems with USB-C peripherals like the Kontrol S MK3""

  • Matthew_NI
    Matthew_NI Product Team Posts: 1,802 mod
    edited January 15

    You would use a hub to avoid the problem described above - which may be inherent to some chipsets. This is not something Kontrol S MK3 can fix, but is something about affected machines that needs to be bypassed. But make sure there hub is a USB-C hub. The picture above is a USB-A connector to the peripherals, which isn't enough power.

  • davidbryen
    davidbryen Member Posts: 32 Member
    Answer ✓

    Thanks everyone for the help. This was solved using both USB ports in the back of the KK. The host cable to the computer and the power cable to a power supply. I tried a powered hub, but the signal did not get to the computer. This works fine now.

    thanks again

    db

  • ALDREAD
    ALDREAD Member Posts: 452 Pro
    https://community.native-instruments.com/discussion/comment/203993#Comment_203993

    is that a Mac problem, with M chips or PC

  • davidbryen
    davidbryen Member Posts: 32 Member

    This was not an issue with the previous firmware, but I guess that does not mean it is NOT related to the M chip. Or Perhaps it has to do with the USB ports on the Mac, but I wonder if it's a power supply issue on the KK, I'm just guessing here, but I am glad it's finally working.

    db

  • ALDREAD
    ALDREAD Member Posts: 452 Pro
    https://community.native-instruments.com/discussion/comment/204202#Comment_204202

    I’m on a m2 mini , and I did the firmware a couple of weeks back , I didn’t have any problems, I’m only using the one usb cable


    Bad if some of them have got unfixable usb ports , feel like Apple should be replacing people’s computers if it’s the case

    A few years back I had a MacBook Pro , and little did I know that the keyboard on that model had a fault , where it would double press some keys , I’d noticed it but thought it was me and most of the time I was using a BT keyboard, anyway , I stumbled across this article about it , and it stated if you were affected , to contact Apple , so I did and sent the MacBook away , they replaced the keyboard and the case and battery.

    Kinda lucky I read that article , otherwise I would of been none the wiser

  • Matthew_NI
    Matthew_NI Product Team Posts: 1,802 mod
    https://community.native-instruments.com/discussion/comment/204202#Comment_204202

    The key word is sporadic. The issue can appear at any time. A firmware update is just a lot of throughput.

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