Urgent Support Required
Dear Steinberg Support Team,
I recently invested in all the newly released instruments, anticipating an exciting addition to my audio production. My iPad Pro (1TB model, with 300GB of free space) is equipped to handle these applications with ease. Additionally, I’m using a Cox gigabit connection, which affords me high-speed internet access.
Despite meeting all the necessary hardware and connection requirements, I encountered an unexpected hurdle post-purchase. A pop-up error message states that I lack sufficient storage space and instructs me to verify my connection – a perplexing directive given the ample available space and robust internet speed at my disposal.
As a fellow app developer, I understand the intricacies of software issues and the potential for bugs; however, I also prioritize addressing bug reports seriously. This approach ensures customer satisfaction and software reliability. The problem I’ve encountered seems to be widespread, as evident from the reports of other users experiencing the same issue. The lack of acknowledgment and support from your team on this matter is disconcerting.
I urge Steinberg Support to demonstrate your commitment to customer satisfaction and professionalism. Professional audio users like myself, who invest in your products, rightfully expect a level of service commensurate with their investment. Yes, unforeseen issues can arise, but prompt and effective support is crucial and is a responsibility that cannot be overlooked.
For your reference, here are the details of my configuration and troubleshooting steps taken so far:
iPad Pro M2 with 1TB storage capacity, 300GB available
Connected to a high-speed Cox Gigabit internet service
iPad restarted, without resolving the issue
All VPNs deactivated, including Apple’s private IP setting, which did not resolve the issue
Awareness of other users encountering the same problem, with no apparent support acknowledgment.
I am awaiting a timely solution and will be monitoring this forum closely. Additionally, I will be creating a separate post to raise visibility for this matter.
Looking forward to a prompt and effective resolution.
We are sorry to read about your download issues and understand your frustration.
As replied to your several other posts:
The download issues may be related to the high number of simultaneous downloads. Unfortunately we are unable to reproduce the download issue ourselves and don’t know about the reason why this happens.
Many of our customers already purchased and downloaded the new instruments successfully.
Did you give the following steps a try?
Log off from the App Store
Shut down all running apps
Fully shut down the iPad/iPhone
Reboot your rooter
I hope you’ve been able to download all the instruments shortly. You may also give it a try downloading them piece by piece. The FM instruments only have about 50 MB, so there should be no issue at all.
I don’t see any urgency to fix this for real… why don’t you expand your bandwidth? or create multiple files from one so they can download faster or people can download what they want or need instead… it’s going to have to take for people to want a refund to get some action I believe.
just tried it 20 more times and NOTHING NOTHING NOTHING… I’m tired of seen that message come up… angry that you’re not doing anything to fix it after three days or even making a statement.
Here are a few more recommendations if you encounter issues, downloading the instruments (espcecially HALion Sonic Selection):
Make sure that there is enough free disk space, at least 2 times the required download size, which is required for extracting the file. (HALion Sonic Selection > 1,8 GB Download Size, Neo FM and FM Classics > 25 MB Download Size each).
Don’t turn your device’s display off and don’t switch apps (or to the home screen) while a download is running.
Make sure that no other apps are running in the background, while a download is running.
Keep your device close to (in the same room as) your WiFi router.
How many devices are connected to your WiFi router? Try disabling WiFi on your other devices during a download.
Does your WiFi router offer multiple networks, maybe with and without a “2G” postfix? Try both, the one without 2G is the better choice.
If you have a VPN, try turning it off (or on, or select a different region).
Try in a different WiFi network, for example at your friend’s home.
no, i’ve tried taking the wifi off of my computers. setting my iphone on airplane mode, almost 200 times tried over and over. turn the ipad off the router the modem and nothing…
The one thing i have noticed again is that i haven’t been charged for the $14.99 from apple as of yet, my theory is that for whatever cosmic reason the this might have to do with the money payment, the other two have been charged but this one hasn’t but yet it says is available for download… right now that’s the only conclusion i can think of why i can’t download it.
The one thing i have noticed again is that i haven’t been charged for the $14.99 from apple as of yet, my theory is that for whatever cosmic reason the this might have to do with the money payment
If you haven’t been charged for the $14.99 from Apple as of yet, this might be the reasons why the download fails.
So the good news is that it finally downloaded… while i was giving a class online i decided after a few attempts to let it download by itself and when i wasn’t looking it did… of course this happened after Apple made the charge available for paypal to pay it, i’m not sure if one thing had to do with the other but i’m just saying it happened in that manner. now i have all downloaded and i’m not planning on reinstalling anytime soon. I also went ahead and deleted all my comments on youtube since is not fair to keep them now that it has been resolved.
We are very glad to read that you’ve finally managed to download and install HALion Sonic Selection. What a journey…
Of course, we truly understand the frustration it creates when your unable to install and use the instrument you’ve purchased.
I also went ahead and deleted all my comments on youtube since is not fair to keep them now that it has been resolved.
Thank you very much for this!
Now it’s time to go ahead and explore HALion Sonic Selection, and we very much hope that you’ll enjoy your instrument and that it will motivate you to create great new tracks!
I cannot download the lofi piano at 43 mb or Halion instrument selection I have 16.5 gb of space.ive tried everything so far same message no internet or low space neither of which is true.
I’ve downloaded Cubasis on my iPhone and downloaded “FM Classics”, which worked as expected - see the clip below.
Please check the steps stated above, to see if it helps to resolve your download problems.
With the release of Cubasis 3.6.1/Cubasis LE 3.6.1 for iOS (back in Dec 2023), adds the option to resume the download from the point where it failed. You may give it a try to tap the download button a couple of times, in order to finish the download.
By any chance are you on a 5ghz internet connection? If so try setting your connection to 2.4 ghz… for some reason a 2.5 ghz connection gives problems sometimes and refuse to download the iap instruments, giving download errors.