Komplete Audio 6 mkII disconnect issue (PC)

moromali
moromali Member Posts: 2 Newcomer
in Komplete General

I use Komplete Audio 6 mkII on Windows 10 and MacOS. The problem that i met is on Windows only, there's no such an issue on my Macbook Air M1.

When i turn on my PC and playing some audio or video on Youtube, KA6 mkII doesn't produce any sound.

At this point, YouTube shows a download ring icon on the video, such as happens when there are problems with the internet connection. Then i unplug the KA6 usb cable and plug it back in and everything works! When i stop the video and then play it, ring icon shows up again and there's no sound. If i try to run Ableton Live 11, it says "Failed to open the audio device Komplete Audio ASIO Driver" and "The audio engine is off". If i replug USB, then quickly choose KA6 in Ableton audio preferences, audio engine will be working until i quit Ableton.

All this time, white USB indicator on KA6 is on. There's no audio droupout or any crackles as well.

What i have already done:

  • Canceled turning off usb ports in power settings, following NI instructions in "Windows tuning tips for audio processing"
  • Unplugged all other usb devices except keyboard and mouse
  • Tried to plug KA6 in different USB ports (USB 2.0, 3.0, 3.1, on the rear panel, on the front panel)
  • Deleted virtual audio interfaces like Voicemeeter
  • Switched off unused audio devices (HDMI audio etc.)
  • LatencyMon shows everything is fine

So now I'm running out of ideas what else I could do. Also there is no any problems with my other devices that are able to streaming audio via USB (Elektron Digitakt and Elektron Analog Four).

Windows 10 / Gigabyte AB350M-HD3-CF motherboard / AMD Ryzen 5 / ASUS GeForce GTX 1060 / RAM Teamgroup UD4-2400 DDR4 (16 GB) / NZXT H400i

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  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 9,624 mod

    If you set up Ableton and the sound output of your Windows system to the same sample frequency, does this issue still occur?

  • moromali
    moromali Member Posts: 2 Newcomer
    https://community.native-instruments.com/discussion/comment/42706#Comment_42706

    Yes, this happens whether Ableton is running or not. KA6 set up both in Windows and Ableton to 44,1 kHz 24 bit.

  • codexaegis
    codexaegis Member Posts: 1 Member

    hey there, glad to see this happens to other people

    Same issue here, bought KA6 last week and it seems to auto disconnect randomly but for sure happens if I sleep/turn off the pc. Also I'm pretty sure that if there is not constant sound, this happens too. I mean I just went to the bathroom 5 minutes and happened again. More details:

    -The white led is always on

    -The only way to make it work is unplugging the usb cable and plugging again. If that doesn't work I'll have to go to Windows (10) sound settings and play changing the outputs

    -I have the official ASIO drivers installed, also the official and latest NI drivers, device manager and firmware

    This is getting really annoying

    I'm not an audio interfaces expert but if I work with Ableton Live, the sound from the OS is disabled. Is this normal? I mean can't I have all the sound at the same time going through the KA6?

    Thanks

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 9,624 mod
    Answer ✓

    @moromali @codexaegis Please check this troubleshooting guide for audio: Windows Tuning Tips for Audio Processing

    Also check this one, dedicated to our soundcards: KOMPLETE AUDIO 1 / 2 / 6 MK2 Audio Issues (Windows)

    If none of this worked, please get in touch with our specialists here: http://bit.ly/NIsupport_audio

  • periferia157
    periferia157 Member Posts: 1 Newcomer

    Hi, I have the same problem with my KA6 using windows 10, I already tried with all the trouble shootings in this post (changing the settings of the USB ports, installing the last drivers, using ASIO, etc), and it didn't work, if some know the solution will appreciate.

    :/

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 9,624 mod

    @periferia157 I see you got in touch with our support, one of our agents will take care of you soon.

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