Whenever I do anything online I usually get an e-mail confirming what I have done, e.g. your request has been registered, here's your reference number, we'll get back to you in due course, etc.

I posted a help request on the Steinberg site two days ago and so far no response, so I don't know if they have recieved my request.
My problem relates to a license issue and I think they only respond to registered customers with valid licenses so that's another reason I am concerned about whether or not they have accepted my request.
I was going to post this on their forum, but I don't seem to be able to do that either.
And I also tried pm ing a mod but the pm is just sitting in my outbox and I cannot see a send button.

So, should I be concerned about not having an acknowledment?

Hi yes, you need a license to register on the forum and the activation is not automatic. It took me a good week before I went active. Sent a mod a PM but never got a reply either.

--------------------
I'm All Ears.

What is your license issue?
What does it say in you eLicense Control Centre?

--------------------
Success is round the corner. It's also round the bend.

Edited by tex (03/08/12 01:01 PM)

Thanks - it's good to know the inability to post is not a symptom of something worse.

I restored my hard drive to the "factory" image, i.e. brand new when I got it (with Cubase installed), but before I authorised Cubase LE5. When I tried to re-authorise Cubase I eventually got a message saying "the apparently new eLicenser contains the license of the old activation code. Please enter another soft-eLicenser number or contact Steinberg".
I already tried re-installing the eLicenser, including doing it overwrite mode, but without success.
The eLCC shows two time limited licenses that have expired (you get 30 days to authorise the new software) but the permanent license is not shown. I have tried running the synchronisation and update routine, but it does not change anything.

Edited by Rids (03/08/12 01:14 PM)

I'm in the U.S., but I've had to contact Cubase about a few support issues over the years (the most recent case was about two years ago - things may have changed). For what it's worth, here's my experience.

1. I got no useful response in their forums - only silence or responses telling me what I already knew (or arguments about how I didn't really have a problem!). Most online forums are not exactly a customer service - they're a support group of other users just like you.

2. I then directly contacted their actual customer service department. In some cases I used email, in one I used the telephone. In all cases I found detailed contact info somewhere on their website (NOT on their forum site).

3. After a few days I received a reply appropriate to the request - that is, the phone call got a return call from their US office and the times I did it by email I got an email response. In both cases the issues were resolved in some way, but it took a few days for each to get sorted out and responded to. I suspect most of the delays involved passing the issue back to the head office. I rarely got a response from them in less than 24 hours.

To summarize:

I had no trouble getting help directly from competent people, but it DID require a lot of patience and going through the OFFICIAL support channels. Follow any directions exactly first - I'm sure people who don't provide the specified information they request go to the back of the queue.

Make sure you contacted the actual Steinberg technical support department - not some dealer or online support forum.

You may or may not get a useful answer to a post in a forum. In my experience this seems to be the case with most such forums - they're just to filter off obvious issues. For real problems, I think one is better off ignoring support forums except as a tool to survey other users experiences....

hope this is useful info and good luck with your problem,

M

Edited by mpvano (03/08/12 01:18 PM)

Thanks.
The online form is their alternative to e-mail. I expect Steinberg to be slow, but since they haven't acknowledged receipt I don't even know if I am in the queue yet.
I took your advice about the phone so I have found a number, but it's in Germany, and I'm not keen to make an international call and end up listening to "please hold..." for ever.
If anyone's got any experience of using the German telephone support I would be interested to hear about it.

hmmm, I used the Support Request Form on the My steinberg site in the past and didn't get any confirmation or reply... Could be a gitchy system or poor service??

I was enquiring about how to get the 'special price' promotion of some bundled trial software included with Cubase 6.... needless to say I haven't purchased any of the other software

Well, there's plenty of people seem to agree Steinberg are hard work, and if they won't even help you to spend money...
I particularly liked the way you have to submit help requests twice - I wonder how many people miss that. When I hit submit it took me to a knowledge base page. I looked through some of the articles, tried a few things, and eventually gave up. I then tried to find a "log out" button so I scrolled all the way to the bottom of the page and found another "submit" button. I guess the first submit button only does a knowledge base search, it doesn't actually submit the request until you click "submit" again.

You did face north and stand on one foot while clicking on the 'submit support request' icon, didn't you?

Give it a month. They're probably all on summer holiday (vacation). Or maybe contact Yamaha's head office in Japan...

Quote tex:

---

What is your license issue?
What does it say in you eLicense Control Centre?

---

OKaay. Can you see a number under the plastic on your dongle?
Try logging into or registering into "My Steinberg" with that number.

Sounds to me like you missed a thirty day deadline maybe. Hm, I'll work on that one. Mind you, should work but if you somehow Effed up installation and entered the wrong number and somehow didn't notice (which would mean that the thirty day rule kicked in) you could try reinstalling as if all you did was enter the wrong number then try it again as "wrong" numbers don't activate Cubase. If something has timed out then you could try requesting another activation code. I'm pretty sure I've seen someone get that but it's a rare occurence.
You could contact the vendor and see if they can contact anyone relevant on your behalf. If you bought it from Steinberg you may have to call or email Asknet who handle the transactions for them.

Quote:

---

1. I got no useful response in their forums - only silence or responses telling me what I already knew (or arguments about how I didn't really have a problem!). Most online forums are not exactly a customer service - they're a support group of other users just like you.

---

Yes, that's exactly right. Only expect responses if you are specifically recommended to go to that place. I mean, the Steinberg forum had better not be the official one as I've yet to see an "official" user there. They don't seem to have much clue about anything so I doubt very much if any of them know what a studio is.
I did try to help them once but didn't realise that they think that anyone trying to actually help them has a problem.

And, as pointed out, the staff do seem to have more holidays than a struck off teacher.

--------------------
Success is round the corner. It's also round the bend.

Edited by tex (03/08/12 06:56 PM)

I don't have a dongle, just the software eLicenser.
I got everything working last year, but this week I restored the PC to as new, i.e. before Cubase was activated, so now the records on the PC show the 30 day trial period as having expired.
I can login to MySteinberg and see the activation code on my account, but when I try to download this to the eLicenser on my PC the eLicenser central database says the license already appears to be on my PC. But it isn't, which is why Cubase won't start.
I already tried contacting Steinberg which is why I was wondering if they acknowledge receipt of support requests.
Contacting the vendor is a good idea. Maybe I will suggest they should get on the phone to Germany and sort it out!

Quote:

---

When I tried to re-authorise Cubase I eventually got a message saying "the apparently new eLicenser contains the license of the old activation code. Please enter another soft-eLicenser number or contact Steinberg".

---

AND

Quote:

---

I don't have a dongle, just the software eLicenser.

---

Not sure what you mean here. The eLicenser software is ON, and opens from, the dongle.
Cubase LE versions typically run as part of a hardware setup like a soundcard bundle which has their own codes where the soundcard effectively is the dongle.
If you've uninstalled that soundcard then Cubase won't run.

Anyway, LE versions are pretty low level and you may be better off buying Sequel or Reaper (Reaper is quirky but last I looked could be used for free or bought with an "honesty" payment).
If you bought Sequel you'd have to buy a dongle but you would get security.
And support.

--------------------
Success is round the corner. It's also round the bend.

Edited by tex (04/08/12 03:29 AM)

Hi
Steinberg, Administrator hostmaster AT STEINBERG DOT NET
Steinberg Media Techn. GmbH
Neuer Hoeltigbaum 22-32
Hamburg, Hamburg 22143
DE
+49-40-21035-0 fax: +49-40-21035-300

This is what the information about the site you mentioned about if you wanna get clarified you may contact through email or through phone.

--------------------
Yogiram

Edited by Hugh Robjohns (05/08/12 10:46 AM)

Quote STRANGY:

---

hmmm, I used the Support Request Form on the My steinberg site in the past and didn't get any confirmation or reply... Could be a gitchy system or poor service??

I was enquiring about how to get the 'special price' promotion of some bundled trial software included with Cubase 6.... needless to say I haven't purchased any of the other software

---

As far as it goes - you simply click on the Cubase Help Menu and select Unlock Trial Versions ; one is routed to the online store; actually this is slightly different online store, as you won't be able to access the same discounts via the normal website -> store route. (I assume you have installed Cubase?)

Honestly think that this is one of the best ways of getting access to large (Gbyte) programs at discount rates, just bundle all the DVDs with the program purchased...

--------------------
C.LYDE
http://soundcloud.com/c-lyde

Quote tex:

---

Not sure what you mean here. The eLicenser software is ON, and opens from, the dongle.

---

It looks like they have added to the eLicenser system. I follwed the on-screen instructions and links when activating Cubase. These took me to the eLicenser site, I downloaded the software, followed the default installation settings and it's installed on my hard drive.

Thanks for the tip about the hardware tie-up, but the sound card is still connected.

Quote tex:

---

Anyway, LE versions are pretty low level

---

I was thinking of buying some of Steinberg's CMC controllers. They don't work with LE5, but they come with LE6. When I checked the specs for LE6 it's really limited compared to LE5 (which seems more like AI6). So, at least for the moment, Steinberg have cost themselves a few CMC sales because there's no way I am downgrading to LE6.

---

As far as it goes - you simply click on the Cubase Help Menu and select Unlock Trial Versions ; one is routed to the online store; actually this is slightly different online store, as you won't be able to access the same discounts via the normal website -> store route. (I assume you have installed Cubase?)

---

Hi C.LYDE, yes Cubase installed, tried the link you referred to above again... the price is exactly the same as in the normal online shop (£80.99) however Steinberg says this:


"When the trial period is over or at any time you want, you have the chance to purchase a permanent license for the product of your choice in the Steinberg Online Shop at a discounted price."

that's why I tried to contact the support to see if I was missing something.. that was months ago so it appears their statement is incorrect.

Cheers
J

Thanks to everyone for the input.
The eLicenser problem is now solved. In case it's helpful to anyone else, the solution was:

Install Cubase and the software eLicenser (SeL) on a spare PC (I also connected the USB audio interface to the spare PC, but I don't know if this was essential).
On the spare PC, in eLicenser Control Centre, request to transfer the licence from the music PC SeL to the SeL on the spare PC.
Download the licence to the spare PC, completing the authorisation of Cubase on the spare PC.
In the music PC SeL, request to transfer the licence back from the SeL on the spare PC.
Download the licence to the music PC to complete the Cubase authorisation.

So quite a lot of time wasted by Steinberg's security software.

Edited by Rids (06/08/12 01:19 PM)

Just for info,

While you have to own the software to post in the particular Steinbergs forum, anyone can post n the "welcome to Steinberg" part and many people ask questions about demos etc in that section.

Thanks for the tip.
And with perfect timing...Steinberg have just sent me a new authorisation code!

Glad you are sorted Rids.
I too have fallen foul of Steinbergs' slow, byzantine systems.
One point about Cubase Elements 6. You can authorize it without a dongle but don't!It seems to me that once done the software is locked to that computer. I don't know if you can later buy a dongle and get the situation rectified but even if so you would be advised to book a couple of days off work and send wife and kids to her mums!
In a rare moment mental clarity I asked my vendor about this and they confirmed that I would need a dongle if I wanted LE6 on my laptop as well. I could NOT of course use the dongle I had already bought for Cubase Essential 4! (bstds!)

Lastly. I too found myself faced with a company email form that I had filled in but could find no send button on. Not Steinies but I can't remember who. Anyone else had this and found such a button?

Thanks.
Seems like whichever way you do it, security is a pain.

Regarding what your vendor told you about needing a dongle:

My only experience is with Cubase LE5, but I installed and authorised it on my laptop (the spare PC I referred to in previous posts) using the software eLicenser. If you are using the soft eLicenser and you're still trying to get your version of Cubase on your laptop I'm happy to help if I can.

I may not have been clear Rids,
I HAVE LE6 on both my desktop and laptop W7/64 PCs (and two others but it DO not like my P4 XP machine! Still, I have CE4 for that!).

The idea that I might needd a dongle sprang out of my week long tussle to get LE4 activated on another XP machine. I had bought a second hand Tascam US122 and the original owner had not taken the disc out of its sleeve.(60 quid, Reeesult!). So when I investigated C elly6 I did pause and ask since wife had just bought* me a nice HP laptop.

*To be stricly accurate. She(wmbo!) "allowed" me to spend some of my pension lump on one. The bulk went on DGZing (waste, I wanted an RME!).

Oh! And btw, LE4 is rather different software to other Cubase versions. VERY little seems to interchange.

Dave.

Quote Ojustaboo:

---

...anyone can post in the "welcome to Steinberg" part...

---

Quote Strangy:

---

hmmm, I used the Support Request Form on the My steinberg site in the past and didn't get any confirmation or reply... Could be a glitchy system or poor service??

---

I checked the "Welcome" forum this morning and there's a post from someone else who did not get an auto confirm. Steinberg's support manager has replied that he cannot find the support request, so it seems:

Steinberg's system does generate auto confirmation, unless it's not working, so if you don't get an auto confirm you need to keep trying. Maybe give it a day to sort itself out.

Quote Ken Long:

---

...you need a license to register on the forum and the activation is not automatic. It took me a good week before I went active...

---

I can now post on the Steinberg forums, so my activation was on the fourth working day.

Quote mpvano:

---

I had no trouble getting help directly from competent people, but it DID require a lot of patience and going through the OFFICIAL support channels. Follow any directions exactly first - I'm sure people who don't provide the specified information they request go to the back of the queue.

---

Seems like Europe is similar. I pm'ed the full details to a mod and he sent me back a new code without any further questions. The reply came on the 3rd working day. With the benefit of hindsight I am ok with that. The difficulty is not knowing if the reply will come in a few days or a few weeks.

Quote Rids:

---

I checked the "Welcome" forum this morning and there's a post from someone else who did not get an auto confirm. Steinberg's support manager has replied that he cannot find the support request, so it seems:

Steinberg's system does generate auto confirmation, unless it's not working, so if you don't get an auto confirm you need to keep trying. Maybe give it a day to sort itself out.

---

Cheers Rids

well, it sounds like a glitchy system, combined with poor customer service (i.e. fix it Steinberg!?) my case was about 6 months ago now, but good to know for future.

Yep..that clears up a few things.
One DAW on one PC is quite enough for me to get my head around. But if I did try coping with all your gear, I'm pretty sure I wouldn't be needing a pension!

Quote ef37a:

---

Oh! And btw, LE4 is rather different software to other Cubase versions. VERY little seems to interchange.

---

When I got my music PC I had a strong preference for a version of Cubase becuase I figured it would be nice and easy to transfer my old projects from my previous DAW. Which was...Cubasis! (For those that don't know, Cubasis is what came before the LE versions).
Fortunately I like a challenge.
At lease, that's what I keep telling myself.

Quote STRANGY:

---

Quote Rids:

---

I checked the "Welcome" forum this morning and there's a post from someone else who did not get an auto confirm. Steinberg's support manager has replied that he cannot find the support request, so it seems:

Steinberg's system does generate auto confirmation, unless it's not working, so if you don't get an auto confirm you need to keep trying. Maybe give it a day to sort itself out.

---

Cheers Rids

well, it sounds like a glitchy system, combined with poor customer service (i.e. fix it Steinberg!?) my case was about 6 months ago now, but good to know for future.

---

Not to mention Steinberg's glitchy customers.

--------------------
Success is round the corner. It's also round the bend.

@Rids - went through the same exact issues with my Cubase LE4. I actually got customer service rep - 2 calls and he remote dialed in my system, then just said "tough luck buddy" and left me there to rot. In my case the original buggy LE4 (first version which they patched immediately due to right click shutdown bug) was the only one that installed and any upgrade afterwards will atuomatically dump my installation and say that I am using an expired trial version. Almost makes me feel that it was done on purpose as the guy mentioned that he'd be really happy to upgrade me to Cubase 5 at the time for the incredible offer of $399

Needless to say - I did not continue with Cubase. I got my project data out of there and moved on to PreSonus Studio One and an older Sonar 7 that I still run on XP.

The eLicenser is faulty and they acknowledged it, just that people with my problem were so few and between and thus the developer team didn't deem it necessary to fix.

Did you try this?
https://www.steinberg.net/en/support/knowledgebase_new/free_articles/kb_sh ow/soft-elicenser-sel-faq/kb_back/2020.html

Try also these instructions from the old forum:
http://www.cubase.net/phpbb2/viewtopic.php?p=704107

Updating the eLicenser software should "ideally" fix the issue but in my case it didn't. I even removed it from the registry but still I think there is a piece of code that got left in there to stop me from re-registering my legit system. In my case the eLicenser automatically updated itself and crashed my LE4 installation.

Who knows, maybe your experience will be more positive than mine.

--------------------
www.descentintomadness.com

Another link to my original Cubase forum post:
http://www.steinberg.net/forum/viewtopic.php?f=25&t=9182&p=76573#p 76573

Another suggestion which I found that I did on there:

Quote:

---

I went through the registry, did a search and removed all entries pertaining to:

synsoacc.dll
synsopos.exe
SynsoLChk.dll
msvcp60.dll

---

--------------------
www.descentintomadness.com

Quote 4TrackMadman:

---

Another link to my original Cubase forum post:
http://www.steinberg.net/forum/viewtopic.php?f=25&t=9182&p=76573#p 76573

Another suggestion which I found that I did on there:

Quote:

---

I went through the registry, did a search and removed all entries pertaining to:

synsoacc.dll
synsopos.exe
SynsoLChk.dll
msvcp60.dll

---

---

Or, just format the C drive and start again? Most systems would benefit from that after a couple of years I think but just such a PITA putting EVERYTHING back. I got pretty swift with XP pro (Asus MOBO and ultimately found I had duff new memory and a duff new HD!)but W7/64 takes fekin' AGES and that was the home premium, would hate to do the biggy!(nice tho to have all those tastey 30 day demos back!)

Dave

@4TrackMadman
Thanks for the info, and sorry you had such a bad experience. Fortunately my problem is solved now, but I was interested to read about the phone experience. I am not sure if that makes me more or less likely to try the phone if there's a "next time" - maybe as a last resort.

I followed your links. The first one I think I found something similar. The second one had some interesting info. The fix, i.e. registry editing, etc. is the sort of thing that leaves me thinking if I make one mistake I could make things so much worse. I am very glad I did not have to resort to that.

Regarding resetting the Software eLicenser (SeL), I got the idea that the Sel number is generated by a formula that takes account of the PC hardware, so when I tried to re-install SeL it did not "find" the old number, it regenerated the same number it generated last time. Then it retrieved all my info from the online database, so I was back with the problem. However, I don't remember deleting the Syncosoft folder referred to in the instructions, so maybe that's where I went wrong.

If anyone else is struggling with SeL at the moment, the latest version was posted on their website 27 July 2012, so at least they are still updating it.