Defective Kontrol S49mk3

aalbz777 · May 7

I received this keyboard about a month and a half ago and recently it started freezing and keeps disconnecting and connecting back to my MacBook Pro repeatedly, I've tried different cables and tried it on another MacBook Pro and the same issue persists. Do you guys think this is a hardware issue? What is the best way to resolve this? This has left me disappointed and stressed to figure this out.

PoorFellow · May 7

https://community.native-instruments.com/discussion/44966/defective-kontrol-s49mk3

Quote Matthew_NI,Product Team, 2024 October 1 :

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 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.

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Kontrol S-Series MK3: Avoiding Connection Issues by Using the Right USB-C Hubs and Cables (from the Kontrol S-Series MK3 Troubleshooting Guide page)

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Else if issue persists then contact N.I. Komplete Kontrol Support

In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

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Matthew_NI · May 7

This is almost definitely the issue ^^^

aalbz777 · May 8

Unfortunately the powered usb c hub did not work, I tried it out on two MacBooks and the same issue persists. Also tried different cables and nothing worked unfortunately.. at this point I truly believe I received a defective S49mk3..

PoorFellow · May 8

https://community.native-instruments.com/discussion/comment/225261#Comment_225261

For keyboard support then please contact N.I. Komplete Kontrol Support . Hardware support is at N.I. Hardware Support but I think that at this point then N.I. still will want you to check the keyboard some more.

In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

Matthew_NI · May 8

Which hub did you try?

aalbz777 · May 8

Ive tried these two hubs mentioned below, the keyboard would freeze even without a usb connection to my MacBook which leads me to believe it can be an issue with the keyboard itself. It's not letting me post links but I bought these two usb c hubs from amazon.

14 in 1 USB-C Docking Station - Dual Monitor Laptop Dock with 2 HDMI, VGA, 5 USB, SD/TF for Dell/Surface/HP/Lenovo LaptopsUGREEN Powered 100W 10Gbps USB C Hub - 5 in 1 Adapter with 4 USB-C, 100W PD Ports for MacBook/Air, iPad Pro, iPhone, Surface, Laptops and More

aalbz777 · 5:44PM

Also tried this hub and it didn't work - Belkin Connect USB-C to 4-Port USB-C 3.2 Gen2 Ports Hub, Multiport Adapter Dongle with 100W PD & Max 10Gbps High-Speed Data Transfer for MacBook, iPad, Chromebook, PC, and More - Black — I believe the issue is the keyboard itself since I've tried various usb c hubs, cables, power adapters, and it didn't work on two of my MacBooks. I even resetted the firmware and reinstalled the update on my keyboard and it still didn't work. I've only had this for about a month and a half and is hoping native instruments can send in a replacement.

Defective Kontrol S49mk3

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