The majority of trouble users run into with nativeKONTROL products relate to settings issues. Before posting on the forum or sending an email to support about a problem you're having, please first refer to the Troubleshooting section of the user manual and/or install information document supplied with the product as this will address common issues that you may run into. Our FAQ also provides information that you may find helpful. Lastly, the steps listed in the thread may be helpful for nativeKONTROL products that utilize MT Player.
If none of this help, please make a post on the forum or send an email to support with as much detail on the problem as possible. Also, if the product is related to controlling Live, please include your Log.txt file from Live along with your post/email.
Double-check your settings against those given in the manual. You can access the manual via the ? button on MT Player. None of the settings provided in the manual are optional, they are mandatory unless they specifically state that they are optional.
If you're unable to complete a particular setting, please check the Troubleshooting section of the manual. This is towards the end of the manual.
If you're confident that these settings are all correct, proceed to checking your MT Player Settings.
Double-check your settings against those given in the manual. Also, note that the OK button in MT Player's MIDI Port Chooser window will remain greyed out unless you make a change to the MIDI port assignment. Re-selecting a MIDI port that was already selected does not constitute a change.
If you've completed the MT Player settings correctly and you're receiving error messages from MT Player that a MIDI port doesn't exist, you should reset MT Player as described in MT Player Reset.