I have a serious problem with upgrading to Groove Agent 6. I owned a valid Groove Agent 5 license on eLicenser. Recently, I purchased the Groove Agent 6 Upgrade, but when I enter the Download Access Code in the Download Assistant, I get an error saying that no valid license can be found to apply this upgrade to.
I checked my MySteinberg account under the “Vouchers” section, but the upgrade voucher for Groove Agent is missing (I can only see a Melodyne voucher there). It seems my eLicenser license was never automatically migrated.
I opened an official support ticket about 1 month ago but I have received absolutely no response yet.
Could a Steinberg moderator please look into my account and manually push the Groove Agent migration/voucher so I can finally use the software I paid for?
Moderators on this forum cannot see your licenses nor provide customer service, but all users here can help by sharing information such as that which follows:
Do you see the license for Groove Agent 5 in your Steinberg account? In order to use the update you bought, you need a license for Groove Agent 5.
Please show a screenshot of your Steinberg Activation Manger with the Groove Agent license.
In the screenshot of your Download Manager above, Groove Agent 5 is not listed. If you are certain you purchased the correct update product, verify that you are logged into the correct account in the website and in the Download Assistant, and the Activation Manager.
Hi Steve, my Groove Agent 5 license is on my physical USB-eLicenser dongle, as you can see in the screenshot below. Since the eLicenser servers are down, the Download Assistant cannot verify it. Could you please help me migrate this USB license to the new Steinberg Licensing system?
Here is the clear, cropped screenshot. I noticed that it says “Steinberg, SeL” under Groove Agent 5, which means it is actually on my Soft-eLicenser rather than the USB dongle. Could you please help me migrate it from here?
As I said before, I can’t. I am not a steinberg support employee.
This page describes the process of updating from the old to new system: It says that if your elicensers, soft or not, are registered in your steinberg.net account the update should work.
Here is what one of mine looks like, it is under the Products tab.
Thank you for clarifying, Steve! I understand now. Since the eLicenser servers are down, the official guide doesn’t work for me and gives an error. Could you please tag a Steinberg support employee (like Romantique_Tp) who has access to the database and can manually push the voucher to my account?
With respect, I suggest you review the doc in the link I posted, it does say that the process should work.
You should also verify that the online account, not the elc on your machine contains the license in question. Please provide a screenshot of the license which will look like this, but naming a different software title
If that license isn’t present it would mean it’s in a different account, though I don’t know how that could happen.
If it is, then there is a glitch that support can fix.
If you provide this screenshot and info, I can try to reach out to someone on staff for you.
Hi Steve, thank you so much! Since my account is brand new, the forum doesn’t allow me to send you a private message yet (the Message button is missing).
Here is the clear screenshot of my eLicenser Control Center showing my Groove Agent 5 license. My registered MySteinberg email address is: [IDE ÍRD BE AZ E-MAIL CÍMEDET]
I really appreciate your help in forwarding this to the Steinberg staff!
@Romantique_Tp@Ed_Doll Could a Steinberg staff member please look into this thread and help me?
As shown in the screenshots above, I have a valid Groove Agent 5 license on my Soft-eLicenser, and I bought the Groove Agent 6 Upgrade, but the Activation Manager gives an error. Steve kindly tried to help and forwarded this thread, but I still cannot use the software I paid for.
Could you please manually add the upgrade voucher or fix my license in the database? Thank you.
Hi @Albert_Varadi, first, please excuse our silence. However, you marked the ticket inquiry as “solved” yourself and thus we never replied.
The issue here is that the USB-eLicenser containing the Groove Agent 5 license is registered with another email address. Upgrading a license always only works if the previous license is registered with the same email address. There is a @freemail.hu account that contains the registration. Do you still have access to that account? If you don’t but remember that email address, please send me a private message (this should work now).
