Nord Electro 5 HP 73 "Keyboard model error" on boot

[Gib2800]

My new (3 weeks since purchase) Nord Electro 5 HP 73 shows an error on boot that says "keyboard model error". It asks to press exit where it then boots into 61 SW OS 1.42. The top 11 keys (high F# to E) do not work. The rest of the keys seem to progressively lose functionality, either becoming muted or playing random octaves. It gives this error 99% of the time; actually I have only noticed once where it booted into 73 HP mode and had all keys work properly. Has anyone else encountered this issue or have any idea what is wrong?

[maxpiano]

Usually there is a "jumper" on the mainboard that selects which keybed is attached, maybe it has moved and needs to be put back in position (no jumper may mean "61 keys"). Or maybe it is some other connector between the keyboard and the mainboard that has loosened and need to be put back in position.

Since your NE5 is still under warranty, it would be preferrable to not try to fix it yourself but contact the official assistance to check and fix.

[Arjan P]

Yeah that typically sounds like a reason to return it and get it fixed under warranty.

[Gib2800]

Update for anyone who may have this problem in the future. I took it to an authorized Nord repair store and had it fixed under warranty. It was not an issue with the jumper since they tried that but it did not fix the problem. They had to order a new mainboard assembly and replace the original one. It has been working fine for the last couple weeks since then. As much of a bummer as it was to have the brand new keyboard be broken within a few weeks of its arrival, it was reassuring to know that Nord has really great customer service in North America. Possibly the best customer service I have experienced in the last couple decades. Thanks Pablo M.!