I can't upgrade the firmware for my Kontrol MK3 S61 midi keyboard

Voxxa
Voxxa Member Posts: 16 Member
in Komplete Kontrol

I've followed the tips on the Native Instruments web page and I'm still unable to upgrade the firmware. I haven't played the keyboard for a while so I haven't installed anything out of the ordinary Windows updates. The keyboard used to be totally OK just a couple of months ago. Now I can't play on it.

Skärmbild 2025-03-27 215310.png
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Answers

  • Uwe303
    Uwe303 Moderator Posts: 4,638 mod
    edited April 3

    Hello,

    have you checked under device manager that every device has its correct driver installed? Have you updated komplete kontrol to the latest version.

  • Voxxa
    Voxxa Member Posts: 16 Member

    Yes, and the Kontrol MK3 S61 is missing in that list. Also I've taken steps to check that every device has the correct driver installed. That was among the first things I did.

  • Voxxa
    Voxxa Member Posts: 16 Member
    Skärmbild 2025-04-03 211655.png

    Here's a screendump of the device manager

  • Voxxa
    Voxxa Member Posts: 16 Member

    Here's an example how stupid the Native AI really is. Every answer bounces back without any result. I'm thinkiing of returning the keyboard to Thomann…

    Skärmbild 2025-04-03 212544.png Skärmbild 2025-04-03 212407.png
  • ALDREAD
    ALDREAD Member Posts: 456 Pro
    https://community.native-instruments.com/discussion/44119/i-cant-upgrade-the-firmware-for-my-kontrol-mk3-s61-midi-keyboard

    is the usb cable connected to the right port ?

    Try disconnecting and reconnecting, I had this last night , but I’m on a Mac

  • PoorFellow
    PoorFellow Moderator Posts: 6,867 mod
    https://community.native-instruments.com/discussion/44119/i-cant-upgrade-the-firmware-for-my-kontrol-mk3-s61-midi-keyboard

    Try following the advice here :

    https://community.native-instruments.com/discussion/comment/219375#Comment_219375
  • JesterMgee
    JesterMgee Member Posts: 3,255 Expert
    https://community.native-instruments.com/discussion/comment/219805#Comment_219805

    Ah the future of customer support, isn't it great. Really helps alleviate a stressful situation.

  • BIF
    BIF Member Posts: 1,171 Guru
    https://community.native-instruments.com/discussion/comment/219805#Comment_219805

    Why not have Thomann help you get it working? I thought Thomann provides support.

  • Uwe303
    Uwe303 Moderator Posts: 4,638 mod
    https://community.native-instruments.com/discussion/comment/219805#Comment_219805

    This should definitely not happen, as far as I know, of you clicked through all the answers, if they where not helpful, you get in contact to support via email. On your picture from the device manager you should have looked into audio devices but of there where an error/exclamation mark you would have seen it, so I guess there is everything correct. Do you have the hardware connection service installed/updated via native access.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,475 admin

    @Voxxa Please check the following: Kontrol S-Series MK3: Troubleshooting Firmware Update Issues

    And something that a lot of people don't pay attention enough: Close your web browser and all other applications before starting the updater.

    If that didn't help, please get in touch with support, insist a little and your request should be turned into an email request and a specialist will get back to you.

  • Voxxa
    Voxxa Member Posts: 16 Member

    well guys, I tried to get in touch with the support staff, but only got this autmated robot giving me silly responses (check out the included pics above). So, I'm on square one again. Have sent it back to Thomann and got it back today 8th of May. Alas, there's still NO SOUND or keyboard visible. thomann wrote that they'd added the new version of the firmware. Only my soundcard is visible in the MIDI-sektion of Kontakt 7… Hooray… or whatever.

    Screendump.png
  • Uwe303
    Uwe303 Moderator Posts: 4,638 mod
    edited May 8

    have you installed the hardware connection service in native access, I totally forgot to ask that from the beginning on. And you have connected it via the (seen from back) left usb connector, the right (round one) is for power only.

  • Voxxa
    Voxxa Member Posts: 16 Member

    If this doesn't solve, I'm going to demand a refund and never ever again buy a Native Instruments keyboard.

  • Voxxa
    Voxxa Member Posts: 16 Member

    … and yes, I do have connectedthe USB-C connectors the way you meant. If I disconnect one (to the power) the keyboard stops and ask for electricity. So that's fixed an OK.

  • PoorFellow
    PoorFellow Moderator Posts: 6,867 mod
    edited May 8

    @Voxxa ,

    Did you try any of the troubleshooter pages that more people here have suggested to you to follow ?

    Latest here Uwe asking you to check Hardware Connection service :

    Make sure that the Hardware Connection Service is running and that the Kontrol MK3 can see it. Note that the hardware connection service should be started automatically when you open Komplete Kontrol software for example.

    You can verify that the Kontrol Mk3 is connected to the HCS by going to Settings > general > agent version on the device, it should say version 1.9.4. If it doesn't, try a different USB-C cable,and/or a USB-C hub instead of connecting directly.

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