Registration of Keylab Essential 61 Mk3

Lab KeyLab Essential
#1

Hi all,
I have purchased from a used products shop - 100% legal, they gave me a bill - a light used Keylab Essential 61 Mk3. Problem arrise when trid to registrate the controller, got registration failed message. I was a bit aware about this possibility that former owner did not de-registrate the controller, hence the software after selling the device, but I expected to work somehow. Upon escalating the issue to support center I got a ticket number - which is called registration support request 1007561 - and at their suggestion, I sent them the proof of ownership and image of registration card, with s/n and unlock code identical with the one on the back of the controller. Than silence since then… And I am not able to even verify the status of the ticket. Please advise

Adrian

#2

Hi @Raz0rblade. Welcome to the community.

Did’nt you get a confirmation mail, when you send the proof?
How long time ago is it?

#3

No, I didn’t. Proof was sent around two hours ago. I only got an automated reply when I opened registration support request, where they informed me that is going to take less time if I upload ownership proofs to them.
What bothers me more is that there’s no way to check at least if someone has taken into consideration your request - pls excuse my English, I’m not a native.

#4

I believe you also should get an automated reply, when you replied withn the proof. Perhaps check again and repost.

2 hours is short time.

#5

Checked again, including spam folder, negative. It would not bother me to wait couple of days until the issue would eventually sort out, I just wonder if it is doable. I mean, de-registering former owner - which I am 100% sure that either uninstalled the software without de-registering it, either kept it for other Arturia controllers he owns, which may came poorer bundled with software, compared to Keylab Essential Mk3.
I choose Keylab essential especially for its deep integration with DAW/Lab V/3rd party VST’s, not bothering to use keyboard and mouse while going through sounds and functions. Now that I do not have access to those software resources - I don’t really mind Melodics and Loopcloud - there’s almost no difference between this controller and my former M-Audio Axiom 49 3rd gen, which did not have any software support on M-Audio webpage

#6

Arturia do this all the time.
Give it 24 hours then.

The software follow the controller.

You can run Analog Lab PLAY that’s free and Demo versions of Arturias instruments without registration.

#7

Thanks for support. I already running Lab Play version and the controller DOES go thorugh all sounds/settings/morphing tools with few exceptions - probably because it’s only Play version, but nonetheless, it works fine at this level. Waiting for DAW and extra sounds.
I will notify the forum when Arturia will fix the issue, IOT close this topic.

#8

No need to close the topic.

#9

Still, no answer from Arturia support. Neither activation works, tried couple of times. I’m getting worried about, I feel like shouting to walls… Do I have to uninstall and de-activate Analog Lab Play? Does it impact it to controller registration?

#10

Sorry @Raz0rblade. I forgot it was weekend. I don’t think Arturia replies in Weekends.

#11

Ok… The weekend is gone, no one bothered to contact me, still stuck at Analog Lab Play level. What now? What is the next step? I’m kinda stuck now, no phone number to call, opened ticket ignored, I’m out of options. Returning the controller is not an option…

#12

This morning at 05.04 AM someone from Arturia support replied to the opened ticket, not bothering to see that I already attached the required documents. I have attached the label underneath the controller - again - and finger crossed…

#13

:crossed_fingers:
I hope everything is in order, so you’ll get access to the software soon.
It’s good Arturia provide the service, when someone get difficulties when buying a used product.

#14

What is unclear to me, is that they replied to the chained emails which already contained what they requested this morning. No issues, I already re-sent them what they asked for - a picture of label undeneath the controller. Still waiting for an answer from them. Later attempts to register the controller still fails as we speak.
This is the message I received from them this morning:
ARTURIA
SUPPORT
This is an email from Arturia Support
Hello Adrian. Your support request n°1007561 has just been updated.

Nicolas (Arturia Support)
Dec 3, 2024, 04:04 GMT+1
Hi Adrian,

Thank you for your interest in our instruments!

In order to help us fix your registration issue, could you please send us a photo of the sticker located either underneath or on the back of the unit itself, where the serial number and barcode are located?

Please notice that a picture of the box and/or registration sheet will NOT suffice.​​​​
​
Once received, we will register the product on your account.

#15

The only thing I got this late Afternoon was an information that another ticket opened later - yes, mea culpa, I opened by mistake another one - has been merged with the original one. Not a whisper about trying to fix the issue itself. I may have too many expectations from a French company? Now really feels like I have made a mistake buying an Arturia used product. I wonder if there are similar issues with brand new controllers…

#16

Today, 6th of December 2024 I finally got my controller registered into my Arturia account. One week after opening a ticket. Happy that happened, but it took one whole week.

#17

Issue fixed, Keylab Essential 61 Mk3 registered to my account, software resources unlocked/keys provided for 3rd party software - from UVI and Native Instruments. Fingers crossed, no more issues from now on.