Support: how long does it take to get a reply?

I put in a support request on 14th January and have still not received a reply. I sent a reminder the other day, but still nothing.
Is it normal for it to take 10 days or more?

Wow, 16 days and still no response??? How about some customer service guys?

What do you need help with?

That’s extremely kind of you!
My ticket said:

I have used Halion Sonic for a long time. In December I tried a demo of Cubase and it installed Halion Sonic SE. I decided not to proceed with Cubase so uninstalled it. After that whenever I loaded a project in Sonar got the attached error message (File 1). (My main full Halion Sonic still loads and plays ok).
I went into Control Panel and uninstalled any Steinberg items with ‘SE’ in their name. But I still get the error pop up. Attached - File 2 - is a screenshot of what is left in Control/Panel/Uninstall for Steinberg. Do any of these need deleting to stop this error? If not, what else can I do to stop this pop up?
Many thanks._ Sonic Error_1.jpg Sonic Error_2.jpg

Close your DAW and run the Halion Library Manager, then scroll down and remove Flux.

If this doesn’t work for some reason, these presets are by default stored in C:\Users{{USERNAME}}\AppData\Roaming\Steinberg\Content\VST Sound\FCP_SMT_232_HSSE_Flux_Presets.vstsound


Many thanks.
In that directory I have 19 files/sounds which I assume must be the basic ones installed by the Cubase installation of SE. I renamed the ‘flux’ one and when I then launched Halion Sonic inside Sonar I didn’t get the usual error message, although when I opened the Halion Sonic GUI there I got an error message ‘flux’ was now missing, but I now had an option to ‘Remove’ it, which I clicked and all seems well now.

So it seems these sounds are being called from there when Halion Sonic is launched. I’ve searched the registry and there is a folder ‘Steinberg HALion Sonic SE Content’ and within that a folder ‘Content’ containing 24 entries. I’m wondering if I should delete those (taking a reg backup first of course…)

Or maybe just leave well enough alone if there are no error messages!


few weeks if you even get a reply,
steinberg’s support is unbelievably bad