Explanation from Steinberg regarding lost licenses (Solved)

My understanding is that you request the add-on license via your mySteinberg account.

I already contacted support about it - how else do I put in this request?

I emailed support over a week ago but still have not heard back despite sending a reminder.

I did the same thing. I created a support ticket via MySteinberg Support; received one “we’re contacting Germany” response and have since, heard nothing back. I sent a reminder ticket in two days ago and haven’t received a response to that either (beyond the “ticket entered” robo-reply). I’m a pretty patient person, but, it’s now been over a week. The process of contacting MySteinberg support (in my case: Yamaha USA) via email, would appear to be inadequate to the task.

Now I understand what Matthias meant when he said: "My apologies again for the lack of information prior to the release and the inconvenience of the add-on license". Yep, it’s now officially inconvenient.

What I find puzzling is that Steinberg had to have been aware of the issues the new licensing scheme would create for HALion 5 and Hypersonic 2 users. Why they did not set up a convenient online method to resolve the problem prior to the HALion 6 release is beyond me.

I guess we just sit and wait. Meh.

I thought I’d seen somewhere on here from someone who had received their Add-On license after putting in a support request but can’t now find it…has anyone yet received this Add-On license to allow use of Halion5/Hypersonic 2?

Oh well at least I know something is happening even if I have to wait.

Personally I think they should do the decent thing and compensate us Hypersonic owners by finally opening up the addons too.

Stienberg are making it really difficult for me to consider upgrading Halion 5 to 6

This on top of no support for Windows 7 is not good, hope these issues are resolved soon.

10 days and counting since I sent in a support request and 6 days since a reminder followup and still no response from Steinberg’s Yamaha USA support. Surely something can be done to speed this process up?

A PM from Matthias with a new code arrived today. HALion 5 and Hypersonic 2 have been restored to functionality. Thank you Matthias.

Great for you - it’s been 11 days and counting for me.

Great for you - it’s been 11 days and counting for me.

PM Matthias about it and see what happens.

#Explanation from Steinberg regarding lost licenses (Solved) ???#

Not solved at all…

I’ve been waiting for over a week now for any response from steinberg support, to retrieve back my licenses so i could go on with my projects… :open_mouth:

Shame on you Steinberg, please send me the required license that i’vr paid for and entitled to.

EDIT:
Thanks for Matthias; for me it has been solved by the additional license

Not solved at all…



PM Matthias about it and see what happens.



Thanks for Matthias; for me it has been solved by the additional license

Well, yes…technically, the problem isn’t solved until Steinberg sets up an efficient way to retrieve the add-on or revises the eLicencer authorization process to automatically include the add-on…or trains their support team to respond in a timely fashion rather than depending on the good graces of Matthias…who, BTW, apparently does care about his customers.

P.S. it’s been almost 2 weeks and I never heard back from Yamaha USA support, one way or the other.

After ordering today, I directly put a Halion 5 Add-on request ticket in. Let’s see if it goes any quicker here in Europe.

…five working days passed after the ticket creation: Unfortunately no add-on license received yet.

It’s been a few weeks of waiting for me, as well. Spoke with US support which was helpful, but got routed with a ticket to Germany support. Still waiting for an add-on license code to correct the Hypersonic 2 issue. If license codes are being PM’d to Hypersonic 2 customers who have upgraded to HALion 6, please consider sending one here, as well.

If license codes are being PM’d to Hypersonic 2 customers who have upgraded to HALion 6, please consider sending one here, as well.

PM Matthias. He has taken care of a number of customers this way. Have your eLicenser serial number handy.

Hi Ed,

Please send me a PM with your name, support ticket number and eLic number and I will take care. Apologies for the inconvenience.

Thanks, Matthias - much appreciated.

You are welcome! I have just sent you a code.

Hi Matthias

Are Steinberg working on a fix to this problem? I’m not willing to upgrade Halion 5 at the moment.

Thanks.