Keyboard Kontrol S61 MK3 Firmware update failed

I downloaded the updater for firmware 1.9.4.

When I turn on my S61 it shows on the display "Looks like something went wrong. Please re-run the update on your computer. Get hel at ni.de/kontrol-setup"

When I start the updater it shows the correkt Serial Number, but shows only version 0.0.1 as installed firmware on my S61.
Starting the update by pushing the button does not bring any results.

It seems the the previous firmware installed on my keyboard ist corrupted.

Is there any possibility to make a factory reset for the S61 or is there any other chance to install a functioning firmware version?

Thanks in advance for any support.

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Firmware

S61 MK3

Accepted answers

Jeremy_NI

https://community.native-instruments.com/discussion/comment/221121#Comment_221121

Chat is only the entry door, for most technical support issues, it is turned into an email and a specialist gets back to you.

My colleague got back to you by email yesterday at 11:11, Berlin time. Please check your inbox, spam, filters, etc…check his troubleshooting steps and get back to him if needed.

Please avoid posting several times for the same issue. Thank you.

Erich K.

In the meantime I was able to solve the problem in the following way:

I kept the MK3 controller turned on the whole night to let the update process do its job.

And what a miracle! Yesterday morning the update process was completed successfully to firmware version 1.9.4 (after 8 hours of updating!)

Therefore this tread can be closed.

All comments

PoorFellow

https://community.native-instruments.com/discussion/44291/keyboard-kontrol-s61-mk3-firmware-update-failed

Be sure to be using latest version of Native Access for your OS

Do you have the NI Hardware Connection Service installed? (How to set up your Kontrol S-Series MK3)

Else try unplug the keyboard

then uninstall Hardware Connection Service if already present and remove/delete drivers

then reattach keyboard and reinstall Hardware Connection Service using latest version of Native Access for your OS

Kontrol S-Series MK3: Troubleshooting Firmware Update Issues

Otherwise , you might want to get a self powered USB-C hub with PD (power delivery) and quality cables that support both power and data transfer.

Or alternatively try an USB-C to A port adapter and then also attach an USB-C PSU capable of PD (my personal suggestion is 20W to compensate for any eventual PSU quality issues)

My Komplete Kontrol Keyboard Does Not Start

Kontrol S-Series MK3 Troubleshooting Guide

Kontrol S-Series MK3: Troubleshooting Firmware Update Issues (appropriate trouble shooter even if not at firmware update step)

If you would like to get the direct assistance of Native Instruments for the setup of the keyboard then please contact N.I. Komplete Kontrol Support

In case that you need guidance contacting support : Please read : how to get support !

Erich K.

I tried all the steps as described, but nothing helps.

The keyboard seems unresponsive and show always the same error message.

Keyboard ErrorMessage.jpg

I startet the updater as an administrator

Updater.jpg

but even after 30 minutes, the updater seems still to work, but nothing happens at the keyboard.

Update in progress.jpg

I really need professional support.

The official NI-Support opened just two tickets, but a have no reply so far. :-(

PoorFellow

https://community.native-instruments.com/discussion/comment/220961#Comment_220961

I tried all the steps as described, but nothing helps.

Including the self powered USB-C hub with PD (power delivery) and quality cables that support both power and data transfer. ?

Or alternatively try an USB-C to A port adapter and then also attach an USB-C PSU capable of PD (my personal suggestion is 20W to compensate for any eventual PSU quality issues) ?

I really need professional support.

N.I. Komplete Kontrol Support should be able to help you.

The official NI-Support opened just two tickets, but a have no reply so far. :-(

As soon as you have opened one ticket and gotten an email confirmation on that then please do not open more tickets. N.I. support will get back to you. Just always update conversation with your own response to keep conversation going when you receive support response to your tickets.

Erich K.

I'm still waiting for any e-mail confirmation.
I think it's a real shame that you can't submit a technical query directly on the support page; instead, everything is handled via chat. So you never know if a human will actually take care of your problem.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/221121#Comment_221121

Chat is only the entry door, for most technical support issues, it is turned into an email and a specialist gets back to you.

My colleague got back to you by email yesterday at 11:11, Berlin time. Please check your inbox, spam, filters, etc…check his troubleshooting steps and get back to him if needed.

Please avoid posting several times for the same issue. Thank you.

Erich K.

https://community.native-instruments.com/discussion/comment/221130#Comment_221130

I checked my inbox, incl. spam. There is no mail sent to this subject for the last 3 days. Could you please resend the specific mail to erichkxxxxxx@vxxxxmail.ch.
I really need professional support.

Thank you

Erich K.

https://community.native-instruments.com/discussion/comment/221130#Comment_221130

Probably I need the NI_Support_Tool.zip which should be provided by a link in an email which I'm still missing. Please send me this email again. Thanks in advance.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/221191#Comment_221191

I just sent it again, put your email address in CC, I also saw that you created more requests where other colleagues responded. If you still got nothing, please send me an alternative email address by direct message.

Erich K.

In the meantime I was able to solve the problem in the following way:

I kept the MK3 controller turned on the whole night to let the update process do its job.

And what a miracle! Yesterday morning the update process was completed successfully to firmware version 1.9.4 (after 8 hours of updating!)

Therefore this tread can be closed.

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