I need some help here, if anyone from this forum has dealt with this issue before, I really can’t understand why Steinberg Support can’t help and treat me like this, I will copy and paste my e-mails exchange with the tech support guy or robot whoever it is :
My 1st email :
I have been a loyal steinberg customer since 3 years ago.
On February this year I bought the retail version of Cubase 6 and registered without any problem, 2 weeks ago, the elicenser stopped working, whenever I start Cubase will prompt me the activation window, I thought it was the software update, so I updated the elicenser software update, nothing. It used to say on the window of the eLCC that the USB elicenser was broken, so I bought a new one and I call my tech support here in Japan to get my new activation code or to transfer the license to the new one, but Yamaha here in Japan says they DON’T SUPPORT ENGLISH CUBASE even I bought it through the retail shop in Tokyo.
Yesterday when I connected both elicensers (old) and new one, I realize that the old one doesn’t say it is broken anymore, but it doesn’t hold any license also!, I do have register my license in mysteinberg.net
I attached a screenshot of the eLCC where it shows my both elicenser and the one it used to hold the license of my Cubase 6.
I also tried with the old activation code, but it says it is already used.
I have tried already 2 weeks, 1 with Yamaha support in Japan which is useless for me, the forum and now I called the support line in english, they told me I should write to this address, please help me as I am 2 weeks behind my work.
Regards
PS I have 3 Mac Computers, in my studio a Mac Pro, my macbook pro and an Imac, I tried it in all of them and nothing.
their reply :
Dear Mr
I suggest to you to download and install latest eLicenser Control Center version which available at link below
Afterwards you ought to follow the Maintenance procedure
my 2nd e-mail :
Dear
I have done that countless of times and every time is the same :
After giving me 3 errors of
Application ‘LCC2’ has caused the following error:
Materializing failed.
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: FAILED (Cleaning up eLicenser Memory)
Step 5: OK (Recovering License Transactions)
Step 6: FAILED (Sending eLicenser Information)
I have downloaded the latest eLicenser Control Center as well
Version: 6.3.2.8071 for Mac
Their reply :
Dear Mr
You should retry the eLicenser Control Center Maintenance procedure after you will have disabled the firewall, the antivirus and if it is possible through an internet connection without router.
My 3rd e-mail :
Dear Mr
I did what you asked me without any result, I connect my computer direct to the internet no router, no firewall and no antivirus, nothing happen same thing.
I took both e-licensers and try it at my office with 2 different computers (using windows in this case) everything the same except that point No 1 Step 1: FAILED (Updating eLicenser License Database) now is ok, but still
step 4 and step 6 remains the same.
I took out the old elicenser and repeat the same process and in this case all the steps goes ok, so it means the problem is in the old licenser that is creating a problem with the communication with the server, must be damage or something.
is not an easy way to solve this? how come is possible that to repair a license is difficult?
it says on the support page that to easily recover a license you need to register it on mysteinberg, I do have it register and still I have been almost 3 weeks with this problem and I can’t get any solution!
Please help me on this matter
Regards
their reply :
Dear Mr
Before you ought download and install latest eLicenser Control Center version which is available at link below
Best Regards
now on my 4th email :
Ok, now I think you are some kind of robot or automated reply software, I already told you I got the latest software for the eLCC, please check my previous emails!
and their reply :
Dear Mr
I am sorry but from your latest screen shot appeared the eLicenser Control Center version before the last. I would receive the ‘Online Synchronization & Maintenance’ final panel screen shot by you.
You did not tell me that you are working on Mac Operating System. Please which Operating System do you work on?
For creating a screen shot you ought to key apple (command)+shift+3 in.
there I go with my 5th e-mail :
From my 1st e-mail to you :
PS I have 3 Mac Computers, in my studio a Mac Pro, my macbook pro and an Imac, I tried it in all of them and nothing.
From my 2nd email to you :
I have downloaded the latest eLicenser Control Center as well
Version: 6.3.2.8071 for Mac
So there you have I already told you 2 times I am using mac, I am running on Mac OSX 10.6.8
Here I am attaching 3 screenshots
I attached the screenshots where the eLCC is showing that is unable to get my license.
and here is their reply :
Dear Mr
Which kind of internet connection do you have? Could you connect any of your Mac at the internet router by cable (perhaps you have wi-fi connections) and repeating the Maintenance procedure please?
and oh well… my last e-mail this morning :
Mr.
at my home my connection is -internet → router–> wifi
but I already tried directly to the internet and is the same, at my office we have the same style but as we are an IT company we also have direct connection to internet without any firewall or router, I tried that too and it’s the same
The internet is NOT the issue otherwise you will have not one but maybe many people asking you the same.
now I tried with the good dongle and all communication goes ok, so if my internet was the issue, then it will behave the same right?
please check the screenshots attached to see how the communication goes with your server with the good Dongle.
Screenshots show everything ok with the good Dongle.
If you took time to read all my post, tell me sincerely if I am doing something wrong? or is it always that difficult to get a new license or activation code? or is a process we all go through to make you tired and give up???