I’ve been using a certain software developers software (not Steinberg) for years, however I’ve hit a rock with their Cloud based download model in that the latest version 3.1.2 simply won’t launch on my 2nd older Windows 10 Intel Core 2 Duo Quad based pc.
My main pc runs the software with no issue.
I paid for the very expensive for what it is newer plugin not so long ago and loads of content and upgraded the other software some time ago, however the developer have recently decided that my second pc is apparently too old to even run their Cloud!
I’ve contacted their support and their response after asking me to run a dxdiag diagnostics was to tell me “You need a CPU that can support SSE4.2 instructions which are available from 2009 onwards and your CPU is from 2007.” My ASUS P5B motherboard (running the latest available BIOS) does not support such CPUs.
With this in mind, whilst I get that it cannot run one of the newer programs on this pc, however there should be no reason why I can’t run the other software given it meets the minumum requirements on the company’s website. I have asked the company to provide installers for the software that meets the requirements as none are available.
Would it be legal for them to refuse this reasable request - most reputable plugin developers encourage but don’t force customers to download from the Cloud and make installers available if needed.
Under the circumstances, what is the legal position here? I’ve also asked the company for a partial refund as I am not able to activate or use the software on more than 1 of the available 3 pcs owing to the restictions they have imposed but I can’t see them coughing up. I understand the situation with the newer software but denying me the right to download or use the compatible software I paid for, is that lawful?
At no point before I bought the newer software did the company make it clear that my processor wasn’t supported. They’ve since updated their website as I had a similar issue earlier in the year when I bought the newer software - but at least I was able to run the other software! No longer the case!
This is a recent business decision to not let customers with older pcs have access to their cloud.
And before anyone makes the suggestion, if I download an earlier version of the Cloud software it defaults to downloading 3.1.2 on launch. So there is no way round it. Not good at all.
This is pretty standard, because supporting old Software forever is simply impossible. At some point in time companies are taking products out of support, because there are already several new realeases.
What you always need to keep in mind is, you do not buy the Software, never. All you get is a license to use it, but the software will never be your own.
How these licenses are handled is usually documented in the license agreement, which is what you accept when you buy the license.
There’s no guarantee that a stand alone installer will work on an old computer. The developers probably don’t even have the tools to create software for older hardware any more.
It worked until the developer upgraded their Cloud software. The plugin worked fine before on the old pc and looks to be perfectly compatible. The company is just going down the Microsoft route of bricking pcs. If I hadn’t uploaded the cloud software I would have been fine. But I did not know this would happen
And software makers have the equivalent right to boycott customers, who are a money losing effort.
How are they losing money? They are paying someone a wage to support their software regardless. That person should be grateful to have a job in this day and age. It’s not an entitlement
Agreed but this is not about the new software but the slightly older compatible software that worked until the company made this business decision to block older computers from being able to download the software without making it clear on their website
We’re only seeing software asking for SSE4.2 as a requirement recently. Before that 4.1 (which the Core 2 architecture has) was enough. The same with AVX instructions (MODO Drum being one which will check if your CPU has it. If it doesn’t, the installer doesn’t even run). To make things worse, the first CPUs with it came out the same year some Core 2 SKUs without it were released. We don’t even know if the plugin is the one that needs it or if it’s just the installer. It’s not like OP is asking for a plugin that was released last week to be compatible with a Commodore 64.
I don’t think people are grasping the nettle. This is about the Cloud software refusing entry to even download a plug in that meets the requirements and even the developer are looking into it now as they can see my point - I’ve just had an email from them at the weekend. Things may be looking up as they know I have a point. You have to fight with fire these days to get anywhere.
I liked the old 8 bit machines as at least they didn’t spy on you!
I originally ran Steinberg’s Pro 24 III on an Atari! It boasted on the box how Stock Aitken and Waterman were fans at the time! As I bought this by mail order I didn’t see this until it arrived!
Cubase was the game changer. It ran like clockwork as it wasn’t trying to do hundreds of things at once!
After doing some digging, I have come to realise that the program installers are actually available to download on the developer’s website - it is somewhat hidden away in an FAQ (not the best website design) and I’m amazed their support agent didn’t point this out given the nature of my complaint, however it still doesn’t allow access to all the content I paid for. For that I would need to be able to access their Cloud which is currently being restricted because of my processor not supporting SSE4.2. Apparently (they messaged me yesterday) Support are speaking to the developer about this next week. In the meantime I am seeing if I can port the content across from my main PC. So things are going in the right direction.
I do realise you cannot support old technology indefinitely but when you know full well a plugin worked you know something isn’t right! Anyway it does now - just not the latest version.
My older pc is simply too old to run the newer plugin (no surprises there). I ran the earliest installer and the VST 3 plugin went straignt to the Blocklist of Cubase 15! It wouldn’t work even with reactivation (I tried)
FREQUENTLY ASKED QUESTIONS
Plugins
Can I use your plugins while being offline?
Yes, after the initial activation, NEXUS, RIPPLER, and VANGUARD can be used indefinitely without an internet connection.
