Hi,
I’ve opened a support ticket for the not working Download Assistant (also see My Download Assistant has failed - #27 by YoH) including log files in November. I asked if someone could at least answer. Nothing. Today I got informed that the Ticket #669884 was closed automatically. I needed to create a new one.
What is happening at Steinberg Support?
It’s not because of the holidays as it is unanswered since November.
Anyone else having really bad Support experience?
Never. Usually within the hour…
Sadly, this is not an exception but the rule. Depending on your location, maybe you could try to reach the support via telephone?
Yeah I’ve had exactly the same response and I’m not happy about it either.
Like you, I raised a ticket regarding the Download Manager simply refusing to fulfil its function and download anything for no reason I could determine.
To paraphrase Dom Sigalas “I raise a ticket and boom! Immediately it’s closed”. (“Whoopsie! Sorry (not sorry)! Please re-log the issue if it’s still a problem!! :D”)
This is a low-effort attempt to make helpdesk tickets disappear, it’s rubbish customer service, and it en-crossens me.
In a state of annoyance I re-logged the issue.
I got a response.
Attempt to fix problem #1.
“Turn off IPv6 & try downloading stuff”.
No fix.
Not sure how disabling IPv6 would have made any difference but that’s OK - maybe something’s dropping packets somewhere and it’s something to do with the IPv6 protocol. Take more screenshots & send to support.
Attempt to fix problem #2.
“You don’t have a licence for SpectraLayers: Do you really need to download it?”
I have transcended cross and am now bloody furious.
Support Lesson #1.
Before leaping to conclusions, ask questions.
Following Support Lesson #1 you would have determined:
I’m trying to download it because your Download Manager’s telling me there’s an update available. You know this is the case because I took a screenshot of it and sent it to you. I didn’t do that for the good of my health. I did it to help you try and fix the problem. I’m downloading it because it’s there. In the Download Manager interface. That you can see in the screenshot. Using the eyes you presumably have. It’s not the only update that has been available that won’t download: It’s merely the update that is currently showing in the download manager. Whose function it is to both manage and download, neither of which functions it currently fulfils.
I’m trying to download SpectraLayers GO. It’s included with Cubase 14 and doesn’t require a separate license. Which you’d know if you’d asked. Or you had a better working knowledge of the product set it’s your job to support. I didn’t install it on a whim - Steinberg gave it to me and I installed it to see what it could do for me. Apparently it can give me a pain in the backside. That’s nice.
Sidenote:
I resent the implication in “do you really need to download it” that my behaviour is vexatious. That may not have been the intent but, Jesus dude, phrasing is important in written communication, especially with customers who are asking for your help.
I haven’t raised this ticket to interrupt whatever truly important thing you were doing before my support ticket arrived in your inbox, or to spite you. I did it because the company you work for has released a broken PoS and then ignored my previous request for them to do something about that.
Finally
Anyway, the actual fix is that a new version of download manager will be release “soon”
“Soon”, for those people who’ve never worked on a helpdesk, is code for one of:
Assuming the answer is #1, hopefully that version of the Download Manager will both manage and download and thereby fulfil its sole function in life and I won’t feel the need to communicate with Steinberg’s helpdesk again because I think I’d rather stick a fork in my leg than bother contacting them.