eLicenser server is down

[ipanema]

@gerol80

ipanema wrote:
Just to be fair, maybe this is not entirely Steinberg’s fault. The eLicenser site has no forums, nor have I seen any announcement there about the issue.

Then again, I have noticed that this forum now has at least 5 new members, whose posts have only surrounded the activation problem we are all having right now. This in itself speaks volumes. However, Steinberg is selling their software in conjunction with an eLicencer dongle, aka “The Steinberg Key”–a term frequently used by other software companies who need to inform their customers that they need to activate their software using that dongle. My point is: a new Steinberg customer is not obliged to “know” that other companies also use the same type of dongle for activation, so they hold Steinberg responsible for such unfortunate events, and rightfully so.

For the rest of us “returning customers” well, we have chosen Steinberg products, and all we can do besides expressing our frustration is to keep riding Steinberg’s roller-coaster like we all have in the past.

Bottom line is: it would be nice if Steinberg joined the conversation to explain what is happening, or at least clarify how this may not be their fault–although I genuinely doubt anything but a successful activation would satisfy new (or even older) customers.

@gerol80

From Steinberg’s website (https://www.steinberg.net/en/support/kn … oting.html):

“In December 2008, Steinberg Media Technologies accquired the eLicenser technology from Syncrosoft to open a new area of business and to expand the platform.”

So it is their own technology. And why should I bother in the first place? I have a product from Steinberg that doesn’t work. It’s their responsibility to sell a working software.

I’m just new to this forum because I am perhaps not the best Steinberg customer from sales view. I’m a hobby musician and used Cubase 5 VST32 for more than 10 years. It was one of the reasons why I still needed my old Windows XP installation … I never had any issues with this old Cubase version, so there was no need to be a forum member …

I read my post again, and I found nothing to offend you or any other new members. I apologize, however, if you felt offended as it seems. I was trying to defend you whether you’re a hobbyist or in the business like me for more than 20 years, because we are all facing the same problem.

@Isacw

Oh my. I feel so dumb… I sent alot of tickets and emails to my local distributors and American ones thinking i was doing something wrong for my activation or something like that. Turns out… My first experience with stein berg is bad so far :c

See what I mean gerol80?

Welcome aboard Isacw. In case you decide to stay with Steinberg (which I suggest you do) you need to be patient. Everything will be all right.

Good luck to all of us, and Happy New Year.

[gerol80]

@ipanema

I read my post again, and I found nothing to offend you or any other new members. I apologize, however, if you felt offended as it seems. I was trying to defend you whether you’re a hobbyist or in the business like me for more than 20 years, because we are all facing the same problem.

Oh no … no offense taken. Sorry if you got the impression. Just wanted to explain why I’m new here …

[t0rr]

Can anybody email me, when it start works? )
128 25 24 at gmail )

[DjRavix]

Just keep an eye on Facebook and Twitter (also seems to be a hot topic right now)
I also found a topic on Gear Slutz Related to it

[Joppe]

“Because of the Christmas holidays, there is no telephone support available from December 23rd to January 3rd 2014. The regular support will be available again on January 6th, 2014”

Ok, no telephone support for us customers until 6/1, but it seems odd that all of the staff is on vacation to 3/12. Today I guess it is a normal business day in most countrys, some of the staff at Steinberg should be at work. I then find it strange that they not have noticed the support tickets or glanced at the forums.

No, it can’t be that Steinberg are so unprofessional so to speak that they (or their operating supplier responsible for the operations of the systems/servers/infrastructure) doesn’t monitor the license system during evenings or weekends when they have sales all over world in all timezones.

Ok, but at least they must be monitoring the system during normal business days?? Today is a normal business day. Why then is there not any message on the webbsite about the incident?

This is very strange indeed.

[DjRavix]

@Joppe

“Because of the Christmas holidays, there is no telephone support available from December 23rd to January 3rd 2014. The regular support will be available again on January 6th, 2014”

Ok, no telephone support for us customers until 6/1, but it seems odd that all of the staff is on vacation to 3/12. Today I guess it is a normal business day in most countrys, some of the staff at Steinberg should be at work. I then find it strange that they not have noticed the support tickets or glanced at the forums.

No, it can’t be that Steinberg are so unprofessional so to speak that they (or their operating supplier responsible for the operations of the systems/servers/infrastructure) doesn’t monitor the license system during evenings or weekends when they have sales all over world in all timezones.

Ok, but at least they must be monitoring the system during normal business days?? Today is a normal business day. Why then is there not any message on the webbsite about the incident?

This is very strange indeed.

I Agree
It’s also strange that it seems to be down for maintenance without it being announced
But that would mean that they are aware about it
and what about Secondary or Backup servers
Shouldn’t those kick in at times like this ???

[Gr8h8m]

still down!

[d_b]

@DjRavix

Currently I am starting to see A German swastika Logo within various steinberg product logos …

Very out of order and highly insulting . Your lucky I don’t own Steinberg ,id strip you of your licence and ban you and your ips for life !

[gerol80]

@d-_-b

Very out of order and highly insulting . Your lucky I don’t own Steinberg ,id strip you of your licence and ban you and your ips for life !

I couldn’t agree more!

[G-string]

Look I feel your pain but im sure it’s only a matter of time before the elicencer is up and running again but comments like DjRavis is going to far insinuating swastika logo’s … leave it out mate we are in 2013 .

[tex_viler]

Im sure he was joking, but still, this is so unprofesional of them…

[DjRavix]

@G-string

Look I feel your pain but im sure it’s only a matter of time before the elicencer is up and running again but comments like DjRavis is going to far insinuating swastika logo’s … leave it out mate we are in 2013 .

yeah it might be a bit rough … (I Really should stop looking at the Cubase Icon on my desktop for now)
But at least you guys know that If it gets removed that somebody from steinberg is available and reading this

[grahamteeling]

I have been having the same problem for 2.5 days now.
This is ridiculous. All they need to do is provide a good server for us over the christmas. all the customer service lines are out for the holidays and it just sucks!!

I just purchased Arturia’s V Collection which requires elicenser to fully complete the activation and im stumped sitting here for days waiting and waiting. I just want to make music, not waste my time with no answers,no solutions. BRRR!

I ran a maintenance on elicenser and here is what im getting…

The ‘Online Synchronization & Maintenance’ procedure finished. Some problems occurred. Details are listed below.

Step 1: FAILED (Updating eLicenser License Database)
Step 2: OK (Repairing Soft-eLicenser)
Step 3: OK (Validating License Usage Periods)
Step 4: OK (Cleaning up eLicenser Memory)
Step 5: FAILED (Recovering License Transactions)
Step 6: FAILED (Sending eLicenser Information)

Any answers Steinberg???

[Joppe]

Perhaps Steinberg is thinking that you always can use the trials, then you can live without the license system for 30 days. But that’s not true. In the update to 7.5 (wich I downloaded) there are no trial mode… Then you have to install the complete 7.5 and mess up your computer totally…that is not an option.

No, this doesn’t make sense.

Perhaps sh*t has hit the fan - the license system has a logical error wich means the system and/or databases are corrupt, and the last backup doesn’t work.

[freddo]

Thanks guys! Good to know I am not the only one with those probs. Spent hours yesterday to find the Errors on my end…

[gerol80]

@grahamteeling

I ran a maintenance on elicenser and here is what im getting…

The ‘Online Synchronization & Maintenance’ procedure finished. Some problems occurred. Details are listed below.

Step 1: FAILED (Updating eLicenser License Database)
Step 2: OK (Repairing Soft-eLicenser)
Step 3: OK (Validating License Usage Periods)
Step 4: OK (Cleaning up eLicenser Memory)
Step 5: FAILED (Recovering License Transactions)
Step 6: FAILED (Sending eLicenser Information)

Looks the same for me. I think all steps that require a connection to the license server fail.

[andyjh]

I was trying to run a demo of some software that is on offer over Christmas, looks like the offer will be over before I can get the demo software to run.

I wonder if other companies who use the elicenser can claim compensation from Steinberg for ruining their Christmas promotions.

[Dave_B]

Still having the same problem as of a couple of minutes ago.

[tex_viler]

I cant believe that there is apsolutely no chance that we find out what is the problem and when will it be solved. I have never seen anything like this. Im furious.

[rantbot66]

I’ve just had an email response back from Customer Service AskNet AG

“I am very sorry but I´am unable to sort this out directly as I´am not having access to the systems of Steinberg.

That´s the reason why we did forward the issue to Steinberg directly.

A view minutes ago I was informed, that they got problems with their licence service which they will fix as soon as possible.

Please give it a try by the end of the day.

Thanks in advance for your patience as well as understanding.”