Komplete Kontrol 3.4 startup freeze bug

2

Answers

  • jimknopf01
    jimknopf01 Member Posts: 23 Member
    edited March 9

    Simply looks like the new company owners have crippled development and support to a degree, where the result only serves the shareholders for a short period, and not the customers any more - until they are fed up enough to leave such a dysfunctional company for good.

    How else could such a massive, basic bug, making the whole app unuseable, stay unfixed for more than a week? Software disasters like this one need hotfixes really fast.

  • fantastic74
    fantastic74 Member Posts: 3 Member

    I have upgraded the collector's edition from version 14 to 15 and since then komplete Kontrol freezes when searching for instruments. The help bot from native Instruments can not help me and keeps asking me questions without helping me to fix it. I tried already the plugin scan freezes fix explained on the site of native Instruments, which does not work.

    Please fix this soon, because this version of komplete Kontrol 3.4 allows me to use my niks ready keyboard from Akai. I am pretty sure this is since the update 3.4.

    Greetings, fred

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,953 mod
    edited March 11 Answer ✓

    Hey all, yes, we are aware of issues with the scanning of Komplete Kontrol 3.4.0, the team is working on the issue. In the meantime, here is the installer for the previous version of Komplete Kontrol:

    Komplete Kontrol 3.3.4 for Mac

    Komplete Kontrol 3.3.4 for Windows

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,953 mod
    https://community.native-instruments.com/discussion/comment/215356#Comment_215356

    I'm not sure what you mean with our support, I don't see any requests from you about this issue. Have you followed these links? https://bit.ly/NI_support_Kontrol and https://bit.ly/NI_Support_How

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,953 mod
    https://community.native-instruments.com/discussion/comment/213979#Comment_213979

    Hey Paddy, yes sorry we have to have this limit for new memebers of the forum to prevent some nasty spambots to colnize our Communtity. I've now enabled you to post links, I've posted a link for Komplete Kontrol 's last version anyway.

  • jprykiel
    jprykiel Member Posts: 1 Newcomer

    Hello, it seems the link you provided takes us to complete control's current version, and only has the DMG Mac installer. Could we have the previous versions Windows and Mac installers please? Best regards,
    JPR

    https://community.native-instruments.com/discussion/comment/215449#Comment_215449

    3.4.0,

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,953 mod
    https://community.native-instruments.com/discussion/comment/215557#Comment_215557

    Oopsie, sorry about that, I edited the posts with the correct links.

  • jimknopf01
    jimknopf01 Member Posts: 23 Member
    edited March 11
    https://community.native-instruments.com/discussion/comment/215450#Comment_215450
    • I have used all the links you quoted many days ago already, without getting any problem solved.
    • I have tried several times in vain to open a support ticket with this stupid "support" bot
    • After several efforts to use it, I regard this bot as an utter carricature of customer support and rather as a support prevention tool, than anything remotely worth calling "support"! It sends you into circles, and when you finally think you opened a support ticket, you get zero confirmation, let alone support.

    What I as customer of meanwhile roughly 150 paid NI products DEMAND, is a simple, straightforward way to open a support ticket in cases of total software failure, as it was possible in former times - and NOT this nonsensical bot trying to prevent creating a ticket! Whenever failure of basic functionality of a bought product makes it impossible to use the product, the very least thing I expect is a) to get is an explanation via support ticket answer fast and b) a rough time frame for urgent fixes, along with c) a workaround offer like the one above, which comes much too late. I tried to open a support ticket 2 weeks ago, and what I find here instead now, is merely a confirmation that NI "is aware" of the bug to find a solution.

    I am a really annoyed NI and iZotope customer meanwhile, for a variety of reasons, and regard both development of certain products and support as severely lacking. NI support has never been as bad as nowadays from my view. As a result, I have never hesitated as much to buy any more products from this company than nowadays, due to such frustrating and annoying experiences.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,953 mod
    https://community.native-instruments.com/discussion/comment/215596#Comment_215596

    I understand your frustration, we are currently working on a better way to contact us, as well as a different chatbot.

    However, hundreds of customers still manage to contact us and we are happy to help them. Simply ask to Contact support until you can submit a request and once submitted, if there is no agent available in the chat you should see this:

    Screenshot 2025-03-11 at 15.50.17.png

    I test this regularly and. I've tested it again, it's still working.

    In the case you don't see the chatbox on the bottom left screen, that could indicate a login problem or a problem with your internet browser, adblocker, etc…. If this is the case there is also a dedicated link:

    LogInToContactSupport.png

    So, there is always a way to get through. As I said, it's not ideal and we're working on improving it but nothing in here is preventing customers to create a ticket.

  • jimknopf01
    jimknopf01 Member Posts: 23 Member
    edited March 11

    • Sadly, I cannot confirm that your support system principally works:
    • I have had no login problems and had the Chat Assistant message above visible.
    • Still, no human agent was assigned, ever, in several such efforts, and during a much longer time period than just 5 minutes
    • The promise that in this case (no human chat agent available) a support ticket would be created has not worked either. I neither received a support ticket creation confirmation in my inbox - like in former times, when support tickets still worked as they are supposed to work - nor did I ever receive a support ticket answer adressing the issue since then, two weeks ago.

    Perhaps NI should leave that bot system from hell as soon as they can.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,953 mod
    edited March 11
    https://community.native-instruments.com/discussion/comment/215610#Comment_215610

    Well, this is not normal, have you tried logging out and in again? Have you tried from another internet browser? Can you post a screenshot of what you see in the chatbox?

    Again, hundreds of customers manage to get in touch every week, let's try to find out why you can't.

  • jimknopf01
    jimknopf01 Member Posts: 23 Member

    I will check this again at the next occasion.

  • chk071
    chk071 Member Posts: 569 Pro
    https://community.native-instruments.com/discussion/comment/215449#Comment_215449

    Can I just install this over the 3.4.0 version?

    I also have issues with the plugin scanning, it always hangs with a specific plugin (Eventide H910 Harmonizer), and, when it's done plugin scanning, it doesn't show any VST2 plugins in Komplete Kontrol…

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,953 mod
    https://community.native-instruments.com/discussion/comment/215669#Comment_215669

    Yes you can.

  • Kymeia
    Kymeia NKS User Library Mod Posts: 5,432 mod
    https://community.native-instruments.com/discussion/comment/215669#Comment_215669

    is this on Mac or Windows?

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