KK S61 MkIII ifirmware update failed during initial setup, windows doesn't recognize device now

During initial setup of a new unit, the firmware updater hung for about an hour, so I tried restarting the unit. I got the "looks like something went wrong screen" and tried again. The firmware updater now displayed firmware version 0.0.1 instead of the 1.7x as it initially had. This time when I started the firmware updater, the KK error screen remained on and the unit gave no indication it was actually receiving the update. Again after about an hour I restarted the unit and tried a different USB port. The first attempt was using my only USB C port, so then I tried with a C to A cable and a USB power adapter. Still the same result.

I tried reinstalling the hardware connection service and still have no luck. Now there are no drivers for the Mk iii unit listed in my device manager, and windows gives the USB device not recognized message when I power the unit on, firmware updater just doesn't see the KK unit now.

I've sent in a support ticket, but I'm just wondering if anyone else has experienced this and if they were able to ever get it working. This is quite unnerving to say the least.

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timrae_NI

Hi once you get to the "looks like something went wrong screen", next time you run the firmware updater you generally won't see anything happen on the device indicating that it's updating, but that doesn't mean it's not updating. Could you please try again with your C to A cable and USB power adapter (ideally with a legacy USB 2 port not USB 3), but this time leave it to continue the update even if you don't see any response? The update should complete within about 15 minutes, but in rare cases it could take longer. My assumption would be that the Kontrol Mk3 isn't playing nicely with your USB-C port, we do see this sometimes.

Zigbert D.

Thanks for your reply, the problem now is that windows doesn't even recognize the KK MkIII now, just gives the unrecognized USB device message when I plug it in. So the firmware updater can't even run, it just thinks the KK is not connected and asks me to rescan, which doesn't help. Windows is unable to even recognize it. I've tried with a USB C to A cable and additional power adapter (an iPad charger) using numerous different USB ports.

timrae_NI

Hmm this should never happen, did you mess with something in the device manager during previous troubleshooting? You may need to wait for the support team to get to your ticket.

Or if you have access to another computer to do the firmware update this could be your easiest bet

Zigbert D.

No the only thing I did in device manager was look to see if the driver

KONTROL S61 MK3 DFU

was present, which it wasn't. I don't think that necessarily means it's not installed, just that it does not load.

PoorFellow

https://community.native-instruments.com/discussion/comment/248400#Comment_248400

Have you tried ,

Disconnect keyboard

then re-installl the Hardware Connection Service using latest version of Native Access for your OS ,

then reboot computer

then re-attach keyboard to see if that helped ….

timrae_NI

The DFU driver comes distributed with Windows. It could be your OS install, your PC HW, the cable, or the keyboard. The keyboard and cable are least likely but also the easiest to test if you can try with another computer / cable (you don't even need to install native access on the other computer, just try to run the firmware updater and see if it connects)

If the firmware updater doesn't connect to the device then neither will the hardware connection service, so no point in reinstalling HCS until you fix that.

PoorFellow

https://community.native-instruments.com/discussion/comment/248413#Comment_248413

If it is the keyboard , then could the "Power cycle 5 times" not at least do some kind of reset at this level of trouble ?

Zigbert D.

I've tried the power cycle, nothing happened. I've now tried it on every usb port on my PC with no other USB devices connected and the result is the same. I have no other computer to try it on. The extremely disheartening thing is that the retailer will not accept a return because of the software included and said I have to deal directly with NI about it.

PoorFellow

https://community.native-instruments.com/discussion/comment/248421#Comment_248421

I've tried the power cycle, nothing happened.

Power cycle the keyboard 5 times. At the 5th time, the recovery screen should appear and you can re-update the controller. In order to power cycle, turn on the device, wait 2-3 seconds and then turn it off again. Please repeat this 5 times.

Zigbert D.

Power cycle the keyboard 5 times. At the 5th time, the recovery screen should appear and you can re-update the controller. In order to power cycle, turn on the device, wait 2-3 seconds and then turn it off again. Please repeat this 5 times.

I've done this repeatedly, and no recovery screen appears.

timrae_NI

There's no point in doing the power cycling trick, the keyboard is already in recovery mode when you see "something went wrong".

If you have a usb hub lying around you could try connecting this between the device and the computer, these have a different usb controller that may play nicer with the keyboard than the one in your computer.

Otherwise please just be patient and wait for customer care team, they will get to your ticket as soon as they can and will ensure you find a solution

Zigbert D.

I've tried it connected to an Anker USB Hub with the USB C to A cable. But yes there's really nothing else I can do but wait for support, and I appreciate your help and your assurance that they will be able to help me.

timrae_NI

https://community.native-instruments.com/discussion/comment/248427#Comment_248427

Ok, please share this forum thread on the ticket as well so they can get started faster

Zigbert D.

The acknowledgement email I got from the support ticket said that I could add more comments by replying to the email. Hopefully that's been working, the support site page where I would normally go to update a ticket says it's unavailable due to maintenance, so I've been replying to that email as I got more information.

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