Help: Resale/reactivation problems

WaveLab
1

Hi everyone,

I’d wish my first post on this forum would be more cheerful, but alas…
I’m experiencing some problems, and I hope you can help me out.
I’ve contacted Steinberg’s support team weeks ago, but sadly I never received a response.

All advice and pointers are welcome! Here’s the situation:

  • I bought Cubase Elements 6 second hand
  • I have the original dvd + “Essential product license information” card
  • I’m using a MacBook Pro, running OS 10.6.8 (Snow Leopard)
  • I have the latest eLicenser application installed, Mac ver. 6.4.2.2104

  1. I did a standard Install of Cubase Elements 6

  2. Installed latest eLicense Control Center

  3. Entered activation code in eLicenser. Error: “Activation code has been used already”.

    Schermafbeelding 2012-09-09 om 16.16.09.png
    Schermafbeelding 2012-09-09 om 16.16.09.png871×594 80.8 KB

  4. MySteinberg - The software eLicenser appears to be successfully registered to my Steinberg account.
    Here you can se a Cubase trail license I used.

    Schermafbeelding 2012-09-09 om 16.18.25.png
    Schermafbeelding 2012-09-09 om 16.18.25.png707×175 12.7 KB

  5. MySteinberg → Reactivation → Request new activation code
    Error: “The USB-eLicenser/Steinberg Key or Soft-eLicenser with number you have entered
    has been already registered by another customer.”
    Schermafbeelding 2012-09-09 om 16.22.31.png

  6. I tried to completely remove eLCC by following Instructions in the
    Steinberg Knowledge databae: “soft-eLicenser (SeL) FAQ”.
    Did not solve the problem. SeL unchanged, still can’t activate or reactivate the license.

  7. The seller and I also followed the Steinberg Resale Wizard, unfortunately without luck.
    The seller has been very cooperative.

Summary: I basically can not obtain a reactivation code since the soft-eLicenser is already registered by another customer (ME?). The seL however is registered in my MySteinberg account. I don’t get it…

I hope you can help me guys, any help is appreciated.
Thanks,

Jeroen

2

-The old activation code in your third image is which one? The one of our Elements 6 trial version, or the one of our second hand bought verion…?
-Has the seller really deleted his soft e-licenser in his “mySteinberg” account?

3

Hi thinkingcap, thanks for your response.

Yes, the activation code seen in the 3rd image is the code for the second hand bought version.
I took it straight from the “Essential product license information” card.

The seller says he has deleted the license from his Steinberg account. He has been very co-operative and has sent screenshots, showing he removed the license. Because I still cannot use the code, he contacted Steinberg support as well, but he has not received any response yet.

I can of course not check with 100% certainty that he actually deleted it. However there is no reason for me to believe he is dishonest… I do have his eLicense no. Is it possible to run some checks on that?

Thanks!

4

I think, this might really be one for the official support, sorry…
Or is it possible, the seller also had done a re- activation once, before selling the software to you?

5

Hmm, good call. I Really have no idea whether the previous owner ever had to go through a reactivation process…
But I’m not sure if that makes any difference.

Anyway, thank you! Hope I can get in contact with the support team.

6

For reactivation, you need the last used code. So if the owner reactivated his software already, he got a new code, and the one on the “essential product license information” is useless to you.

7

Ah, that is a clear answer!
I checked this with the seller. He has never performed a reactivation via MySteinberg, also no reinstalling or installing on a different computer…

I need to get in contact with support, I hope they can see what is going on.
Maybe some advise as to what’s the best way to contact them :smiley: ?
Are they active on the forum as well?

8

There is some Steinberg presence in the product forums, not in this one though. The regular way of contacting support is through entering a ticket in your mysteinberg account.

9

Just an update for any one who’s interested, or is experiencing similar issues:

I sent support an email September 16, with a link to this thread.
I got this response today:

According to our resale wizard, if the old owner of Cubase Elements 6 had the license in a Soft-eLicenser, then he should have transferred the license into a USB-eLicenser and then send you - the buyer - that USB-eLicenser with the license. A resale by reactivation is not allowed.

Nice to see support responded pretty swift.
I followed the guidelines using the resale wizard multiple times, but never got this advice.
I must be doing something wrong… anyway: it’s worth a try!

Regards and thanks for the advice.

10

I´d say, that´s plain bullshit. The Resale wizard says:

It should be clear though, that once the license is on a USB key, you can´t get it off that key anymore and can only use the software with the USB key.