Having purchased a new computer after the last one finally failed…I am unable to get up and running. The e-Licenser is telling me…“Unfortunately the serial number of your Soft-eLicenser is not unique. Please contact your software vendor to solve this issue.”
My old e-License number doesn’t work and the new one that the control centre offers doesn’t work either. I have tried contacting support in my country but they don’t answer and I am getting frustrated with not being able to use my DAW.
This system seems broken and somewhat ridiculous. No other software that I have transferred to my new pc has given me any problem whatsoever.
I am left with a product I cannot use and no functioning support system.
Any and all suggestions would be greatly appreciated. I don’t understand why I can’t use my old number and the new number that the system offers up is also unusable and the support system doesn’t bother to answer. It’s wrong. Simple.
It seems you’ve run into two separate issues at the same time:
Issue #1: After re-installing the new computer, you’ve lost your “old” Soft-eLicenser that was stored on your old computer’s hard disk. With the old Soft-eLicenser gone, so are the license(s) contained within that Soft-eLicenser.
The common way to fix this situation is to start the re-activation process that will give you replacement license(s) to be downloaded into your new Soft-eLicenser on your new computer.
Issue #2: The new Soft-eLicenser on your new computer has a specific problem that cannot be fixed (“Serial number not unique”); the only solution to fix this problem is to delete that Soft-eLicenser and to create a new one. Luckily, there is this tool to automatically delete/re-create your Soft-eLicenser.
So, you should first re-create the “non-unique” Soft-eLicenser on your new computer, then you should request replacement licenses via the MySteinberg re-activation process.
