KVR Audio

Dartelec · Post by **Dartelec** » Thu May 18, 2017 7:10 am

Normally I do not complain here, but now I do.

I bought an year ago Cubase Elements 8 (while travelling in Japan, if that matters).
Now, this product is not visible anymore in 'myproducts' in 'MySteinberg'
Thus, I am not able a) to upgrade it to Elements 9 and b) to transfer it to my new travel computer.

I have made a ticket in Steinberg support and mailed to all mail addresses possibly related to product support. No answer from Steinberg, after one week! Highly disappointed I am.

swatwork · Post by **swatwork** » Thu May 18, 2017 7:32 am

If you still have it installed on your old computer have you tried re-registering the soft elicenser ID with your MySteinberg account?

khanyz · Post by **khanyz** » Thu May 18, 2017 7:32 am

I have 2 tickets which have been open for over a month, without reply.

It's why haven't upgraded, or bought anything new, and won't till they improve vastly support, or in my case get some. Cakewalk have improved support so much that I got an issue sorted in the same day! That was unheard of in recent history and is funny now that I have a lifetime license, so there's no expectation of upgrade fees.

bustedfist · Post by **bustedfist** » Thu May 18, 2017 7:49 am

Send an e-mail to info @ steinberg . de (without spaces) explaining the issue.

kmonkey · Post by **kmonkey** » Thu May 18, 2017 9:22 am

Sending of emails or whatnot after successfully applied support ticket - having ticket unanswered for week or a month is not what one would expect from Steinberg. I heard several times their support dropped in quality over years - these experiences only support these rumors...

Bad.

shidostrife · Post by **shidostrife** » Thu May 18, 2017 11:08 am

Are you sure you're logging in into the same account? That happened to me and I found out I was logging into my old account instead.

Try posting in their forum.

chk071 · Post by **chk071** » Thu May 18, 2017 11:20 am

I also noticed as of late that their support seemed to have stopped to work... i had 2 inquiries in the last year or so, and neither of those have been replied to.

As for the OP: Try to run the maintainance option of the eLicenser software, on the computer you have Elements 8 installed on. Is the Elements license still showing up in the eLicenser software, in your soft eLicenser? (i figure you only activated it via soft eLicenser, not with a dongle)

mchannemann · Post by **mchannemann** » Thu May 18, 2017 11:47 am

If the ticket slides for more than a week give them a call, they are really helpful.
I had even remote assistance on my pc from them to get things sorted.
My 5 cents are give them a call to get this sorted asap.
cheers
Thor

JJ_Jettflow · Post by **JJ_Jettflow** » Thu May 18, 2017 11:56 am

Do you still have it actively running or has it been deleted?

There is a program caller "eLC installation helper" which I used once to restore a deleted soft elicenser.

bustedfist · Post by **bustedfist** » Thu May 18, 2017 1:22 pm

OP's problem isn't on his system, it's with his mysteinberg account not showing his Elements 8 auth. It did, but doesn't now. For these issues, the info@sb.de link I gave before is quickest. A PM to Guillermo at their forums would be a better route than official support.

Not all countries have phone support.

chk071 · Post by **chk071** » Thu May 18, 2017 2:14 pm

Nevermind, got something wrong.

JJ_Jettflow · Post by **JJ_Jettflow** » Thu May 18, 2017 4:25 pm

bustedfist wrote:OP's problem isn't on his system, it's with his mysteinberg account not showing his Elements 8 auth. It did, but doesn't now. For these issues, the info@sb.de link I gave before is quickest. A PM to Guillermo at their forums would be a better route than official support.

Not all countries have phone support.

Yes I understand that the OP is missing the product in his account but from my understanding, the soft eLicenser will check back to the account (when doing matainence) and should post an error for something like this. If it doesn't then perhaps the OP is logging into a secondary account.

As well, if it is not activated on a computer, unless the info from the original purchase retained, the info on the soft eLicenser will have to be passed along.

bustedfist · Post by **bustedfist** » Thu May 18, 2017 5:04 pm

JJ_Jettflow wrote:
bustedfist wrote:OP's problem isn't on his system, it's with his mysteinberg account not showing his Elements 8 auth. It did, but doesn't now. For these issues, the info@sb.de link I gave before is quickest. A PM to Guillermo at their forums would be a better route than official support.

Not all countries have phone support.
Yes I understand that the OP is missing the product in his account but from my understanding, the soft eLicenser will check back to the account (when doing matainence) and should post an error for something like this. If it doesn't then perhaps the OP is logging into a secondary account.

As well, if it is not activated on a computer, unless the info from the original purchase retained, the info on the soft eLicenser will have to be passed along.

You don't have to register the software, just activate it. Yes, you need the info to transfer the license, but not necessarily. With soft eLCC, you get a different auth code at each install. To reauthorize the program on the same machine, not having wiped the disk, you need to know the old number.

Like I said, an email to the link rather than support gets this sorted quicker. It's like a license/ mysteinberg issue hotline.

JJ_Jettflow · Post by **JJ_Jettflow** » Thu May 18, 2017 5:17 pm

bustedfist wrote:
JJ_Jettflow wrote:
bustedfist wrote:OP's problem isn't on his system, it's with his mysteinberg account not showing his Elements 8 auth. It did, but doesn't now. For these issues, the info@sb.de link I gave before is quickest. A PM to Guillermo at their forums would be a better route than official support.

Not all countries have phone support.
Yes I understand that the OP is missing the product in his account but from my understanding, the soft eLicenser will check back to the account (when doing matainence) and should post an error for something like this. If it doesn't then perhaps the OP is logging into a secondary account.

As well, if it is not activated on a computer, unless the info from the original purchase retained, the info on the soft eLicenser will have to be passed along.
You don't have to register the software, just activate it. Yes, you need the info to transfer the license, but not necessarily. With soft eLCC, you get a different auth code at each install. To reauthorize the program on the same machine, not having wiped the disk, you need to know the old number.

Like I said, an email to the link rather than support gets this sorted quicker. It's like a license/ mysteinberg issue hotline.

Good to know. I will definitely be retaining that address myself as I am using a soft eLicenser as well.
Thanks!

bustedfist · Post by **bustedfist** » Thu May 18, 2017 5:50 pm

JJ_Jettflow wrote:
Good to know. I will definitely be retaining that address myself as I am using a soft eLicenser as well.
Thanks!

You can transfer the soft eLCC to a dongle and not have to worry about the soft licenser anymore. It would allow you to run the program on other machines without re-auth every time you switched.

Disappointed with Steinberg