Tech Support ticket ... how?!

Steinberg Lounge
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Hello,

Can anyone tell me how to send a support request?! … It doesn’t seem to be possible to send a support request! Can that be possible?! … I get to the page below and that’s it! … there is nothing!!! …

I haven’t sent a tech support request for more than 4 years because I never had a good experience from that. I never got a meaningful technical support that really helped me and that’s why I don’t usually send when I have a problem. But this time that I have installed Cubase 12 and it’s been a nightmare I really need technical support …

So, can anyone tell me how to send a tech support ticket? …

Thanks …

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After logging into your online Steinberg account, press the drop down menu located top right and select “Support” from the drop down list.

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If you see this page, then you should contact your local distributor for support (like the page says). If they’re unable to assist you, then they may forward the support request to Steinberg.

It’s likely that you also received support from this distributor the last time. Other forum users may also be able to help you depending on the issue.

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Hello,

In a previous post of mine you were urging me to open a new topic, and now that I did you’re telling me this? !!! …

I don’t even understand what you mean by saying local distributor! I bought Cubase from the Steinberg online shop! … So, who is going to help me?! …

Is it possible that you tell me that I should rely for the problems I have by searching around in a forum?! … Unbelievable!!! … I don’t even know where to start with so many issues that I face with this new version 12!!! … And until all this is cleared, meanwhile, what am I supposed to do? Wait around and scrabbling? … until you decide to say it straight, that Steinberg sells products and they don’t offer technical support anymore!!! … Deal with it alone, who cares! … Unbelievable!!! …

Do you even realize that people that use your products work and make a living using them, and they don’t have the time to waste in meaningless talking? !!! …

If I could swear here, I definitely would!!! … :rage: :rage: :rage:

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@nMarkos

rest assured SB’s online support system isn’t usually the best way to get solutions to any issues you might be having. Yep, frustrating but that’s how it’s always been. IMO it’s best to accept that and move on.

The best option for the vast majority of Steinberg problems is to post here - with as much information as you can. You’ll find that there is more experience with Cubase issues here in the forum than there is in the official support channels.

I’d also suggest that if you are asking for help - then as much calmness and politeness as you can muster will help you get a useful reply.

It’s your call of course - and I totally understand the need to let of steam, but in the long run it’s better to try go get your issues resolved if possible.

alternatively, rant on :slight_smile:

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Thank you very much for this answer! …

It’s good to know that I’m not the only one that thinks that Steinberg is a company now that totally s*cks! … Because from what you’re telling me this company just sells products and it is out there mostly for the money!!! …

It’s really unbelievable that the tech problems are left on the user to solve them on his/her own!!! … And I have been a user of Cubase since its inception(!), when it was called Pro24, so it’s good to know what kind of company it has eventually become … I thought it was only my idea …

At this moment I can’t say what problems I have exactly … because I have everything!!! … and I’m trying to solve them, by looking around, installing, uninstalling, etc etc etc … and it’s the first time (after more than 30 years!!) that I’m seriously thinking to abandon the program altogether and for good, and move to another program! … I will certainly miss some of its features that I’m so used to, but this frustrating experience every time I update it, wasting weeks until I make it work properly, I just cannot take it anymore!!! …

This last experience has been so frustrating that I cannot even start to describe it … and then you have the moderators here saying things that make totally no sense!!! …

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I’m not quite sure I said that ? or agree !- but as I say - you’re welcome to rant :slight_smile:

many people have cubase 12 working fine for them - so it’s definitely possible.

As I suggested - you should break your issues down, one by one, and hopefully people on this forum will help you find the cause of the issues.

I’d also suggest that you are more specific than ‘everything’

just my opinion, obviously

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The time I’ll spend breaking down all the issues I face and waiting for answers, I will have found the solutions on my own … that’s my experience …

Now, what you said about Steinberg is obvious to me, and there is no reason to analyze it further … I understand people being afraid to say what they really think about a company on its own forum. And I’m surprised they haven’t deleted yet these posts, as they did already in other posts, and I won’t be surprised if or when they do so …

It’s interesting though how people say that someone rants when he says the obvious when they don’t like what they hear. It’s obviously not a rant to say what a company is that doesn’t offer tech support to paying customers! … But hey, anyone can say or think anything they like, but personally I’m not going to praise or even tolerate a company to be like this, and be afraid to say it …

I understand why a company like Steinberg has become like that. One reason is, because they know somebody that uses a program for very long time (such as Cubase in my case) it is very difficult for them to change and start using another, and so, they care less to offer anymore the appropriate tech support. That doesn’t mean that we are not supposed to say anything about it! …

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Go on… Just tell us one issue… If you don’t, i’ll tickle you till you wet yourself… :slight_smile:

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rest assured - I’m certainly not afraid to speak my mind on this or any other forum.

I’m the only person on this thread saying you are ranting and I’m trying to be helpful - and I have no problem with whatever you want to say. On the contrary I’m suggest if all you want to do is rant then that’s fine - although it gets a bit old quite quickly and won’t actually get you up and running.

This is primarily a user forum (depending on wether Steinberg say it is on any particular day :slight_smile: ) - so the ranting doesn’t have a huge amount of traction.

Deep breath, post your problems (and be nice !) and people will try to help …or not, it’s your call. It does seem a shame after you paid so much for the software to not let someone help you get it running though.

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My friend, I appreciate your effort to help me … Let me say about the “ranting”. You might think that you’re the only one saying that here, but that’s what the moderator was telling me I was doing in the other posts that he deleted, telling me that I was off-topic and to open a new one, and once I did, he then tells me something else … whatever … what he said above about the Tech support, and I answered …

So … as the other friend (@skijumptoes) who wants to help then let me say here one of my issues …
It’s extremely slow … It’s slow in general, but for example, more specifically the tempo track when using “ramp” makes the program to almost come to a halt. By looking around I saw that it’s an issue about the ASIO buffer which now I’m looking into it, and still haven’t found a solution … It has improved a little after I made some changes but still it’s impossible to work like this! …

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Let me explain here that, I used to have Cubase version 10 on Windows 7 (still!), and with this new Cubase version 12, I had to upgrade Windows as well, to version 10, which I definitely regret, but I cannot go back now because the Windows 7 setup disk/file got corrupted, but if problems persist then I will definitely try to get back to Windows 7 … I haven’t done it yet because it’s time consuming, and I have already lost about 3 weeks on all this!!! …

My CPU and Ram of my system, just in case you’re wondering …
CPU: Intel i5-6600K @3.50GHz
RAM: 16GB
Sound Card: Lexicon Alpha Studio

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can i also suggest you start a new thread in the cubase forum - this thread is in the lounge so people probably won’t see it.

Give it a decent title and people will reply :slight_smile:

I notice you are using ASIO4ALL - might be worth mentioning what audio interface you have too

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My friend, thank you for trying to help, and as you might can see below I just said about one of the issues I face, about performance …

But in case you’re wondering about other issues … here is another …
The coloring setup becomes worse and more limited with every new version. I need to have dark colors, and for example, muted notes are in glaring white color(!!), and it’s impossible to change them to a different color!!! … and that’s just one example of how annoying the restriction of the coloring setup is! … because in my opinion in general the coloring setup is a huge mess! …

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You want to know about yet another issue?! … I would like to install the previous Cubase version 10 that I’m used to, because I used it for a couple of years, and it was working fine (meaning no performance problems), to see if that will still work on Windows 10 (that I had to install because of the Cubase version 12, as I said in the other post) but I cannot install it, it’s impossible!!! … because of the extreme complexity of the activation process!!! … And with non-existent Tech Support it’s impossible to activate it! … So, I bought it but I cannot activate it!!! … Isn’t that just great? !!! …

Anyway, thanks for wanting to know about the issues I face, and still haven’t found any solution for any of them! … :expressionless:

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Thanks, I added the sound card above … I don’t know if I will bother posting somewhere else that you said, already I’ve spent a lot of my time writing all this, that it takes my time from trying to solve the issues I have …
But, thanks anyway! … :expressionless:

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understood - it’s your call - but the combined brain of the Steinberg forum might give you pointers to fixing the problem…and save you lots of time in the long run

good luck sorting it out

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You made a question about how the support system works, and I gave you a straight answer. I don’t know what you else you expect me to say (?).

If you click the link in your screenshot, you’ll be taken to this page:
Steinberg Distributors

From there, you can press Ctrl + F on your keyboard to look for your country.
It looks like in you’re in Greece. That’s covered by Yamaha Music Europe. Click the link to their site and you’ll be taken to a list of local distributors:
Contact Us - Yamaha - Other European Countries

(Note: in case you’re not aware, Steinberg is a wholly owned subsidiary of Yamaha)

It looks like this is the place that you should contact:

PHILIPPOS NAKAS S.A.
19th Klm. Lavriou Avenue
19002 Peania
Greece
Phone: (+30) 2106686000
Email: sales@nakas.gr
Web: www.nakas.gr

Steinberg’s support has always been partially handled by its distributors. It’s not a new thing and it’s not the only company that does this.

This doesn’t mean that you’re not entitled to Tech Support.

Which version of Cubase 10 is this, is it Cubase Pro 10?

Please post a screenshot of your eLicenser Control Center with the serial numbers hidden, and any error messages you’re getting during install or when you’re trying to start it up. Make sure that your USB-eLicenser dongle is connected to your computer if you have one.

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Hello,

First of all, let me say that, my local distributor won’t help me because (I think) I bought Cubase from them very long time ago (about 10 years ago if I remember correctly) and I haven’t been there since! All the updates I bought from the internet from the Steinberg site. Even if they help me it will take very long and as I said I have already spent almost 3 weeks on sorting out myriads of problems, and trying to do my work at the same time!! …

So, by sending your customers to the local distributors, nowadays with the internet around, and since we get the updates from Steinberg directly and giving our money to you, then this shows that you DO NOT CARE about your customers that much, and you mostly want our money!!! …

I appreciate of course that it seems that to some degree you’re trying to help me from here, but it’s definitely not enough! Apparently you must get paid to write here, but I don’t! … I get paid by completing my work in music and I don’t have that much time to spend explaining things and gambling for tech support in a forum! … That applies to many people, and I’m really sorry to see and realize that obviously you don’t seem to understand or CARE that much about this …

Meanwhile, I have found (to some extent) a solution at least for the performance issues I’m facing on my own, again(!), and, in case you’re wondering, the solution was activating the “Steinberg Audio Power Scheme”. As I see or suspect this will not help 100% on the performance, but it seems that it’s something at least …

Lastly, let me say that you should clearly warn your customers about the minimum requirements, because that’s exactly the problem here!. My system (Intel i5@3.50GHz / 16GB) though it seems quite adequate to handle Cubase 12 on Windows 10, according to your minimum requirements, apparently IT IS NOT!!! … Again, that seems like a scheme that shows that you care more about sales than your long-time customers! … Because if I knew this I would simply not update … but now I’ve learned my lesson in a very bitter way!!! …

The lesson is that, if I don’t have the money to spend to upgrade my whole system I won’t update again Cubase!

And still, I’m facing the possibility to go back to Cubase 10/Windows 7, and stay there until I have enough money to upgrade everything … and that means I have to spend a few weeks to install everything from scratch, tweak the system the way it was, etc, because unfortunately the “image backup” failed! … That’s why I haven’t done this already, and trying to make this work …

There, I almost wrote my “life story”, happy? … Meanwhile, I take time out from doing my work! …

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I’m just flagging that most of the moderators on this forum are not Steinberg employees, they are everyday forum users like you or me. You may find you are wasting your time spending it replying here. It’s very unlikely that anyone from Steinberg is reading it.

Anyway glad you found a partial solution to your issue :+1:

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Hey, just on a break and saw you replied. I can’t help in detail but my initial thoughts:

Is this with audio files in the timeline? It’s possible you have ‘musical’ mode on, if so, which will automatically timestretch the audio files in realtime - this can hit the CPU a little harder. It’s hard to say for sure without knowing what contents are in your project that you’re ramping the tempo for.

Hmm that is a pain, I run with a light background and so muted notes look ok for me in white. I don’t think there’s a solution for that i’m afraid.

Obviously, there’s many options for normal/unmuted notes in the part colour setting, i.e.:

Did you pay for an update from Cubase 10 to Cubase 12? If so you need to have the eLicenser control center installed and dongle plugged in. You should have a NFR (Not for resale) license for Cubase 10 listed.

If you haven’t then it’s possible you’ve not completed the update process entirely yet. This is done by running the Steinberg activation manager I think.

And yes, it is complicated - far too many applications required.

If this is a new purchase, then you should only need to ensure eLicenser control center is running and plug your original Cubase 10 dongle in and run Cubase 10.

It’s fine, min specs are i5 4th gen onwards, yours is 6th gen (6600k)

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Having read to the end of this thread Markos, the people here are trying to help you. I’ve learned that steinberg support are absolutely useless. The people who are trying to help are not paid by steinberg. Being aggressive due to an excess of frustration will not speed up your discovery of the solutions to your problems and at times reading your outbursts has upset me. It is not acceptable to bark on like a castrated seal when people are trying to help you…
you are very very naughty…:joy:

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