Support ticket disappeared without acknowledgment

Cubase
1

OK, I’m a little confused here. Earlier this year I reported an issue with Cubase Pro 10.5 in this forum. Nobody could really help to verify, but I was advised to create a support ticket at My Steinberg, so I did. I included steps to reproduce, and a link to my forum post with screenshots.

The support ticket was not acknowledged in any way. After several weeks I added a message to the ticket, asking about the rather long processing time. That didn’t make any change.

Last week I went to look at the ticket and saw that it had disappeared from My Steinberg / My support. I thought it was a glitch because there were some reports about website problems. But now I just had a look again, and it’s not there.

Are the support tickets automatically closed after some time has passed? Or what is going on here?

2

If it’s closed you will see it with the “flag” closed…
it should not disappear

3

I agree, it shouldn’t, but it has. I updated the title of this post to reflect that.

4

Some time after this happened, I created another ticket on MySteinberg (“other enquiry, not tech support”) where I referenced the original ticket and asked if it was removed due to a technical error, or deliberately.

This new inquiry ticket has now been in the “open” state for 18 days, and I don’t know what is going on with this.