New to the forum but have been an avid Cubase user for many years. This is the first time ever that I have encountered a problem with a Steinberg product - and WOW, it’s one someone as technical as me can’t even fix! I’m hoping this community can get me back up and running as I’m already feeling the effects of this lockdown and now I have no Cubase to wake up to
So, I was a Cubase Elements 9.5 user, up until 14th Jun (Sunday) which is when I bit the bullet to upgrade to 10.5. Downloaded and installed 10.5. upgraded the license in my eLicenser app and thought - cool, I’ll play with this in the morning (as it was already very late).
Woke up the next morning, turned on my Surface Book - which I also use for work (hence cannot format it) - had a Windows update to do so did that. It wasn’t a huge update but still created a System Restore point. Launched Cubase and it didn’t work. So I launched the eLicenser app and my virtual container had disappeared - which was VERY strange as I’ve never had any issues before.
So I started reading up about how I could fix this. I uninstalled the eLicenser Control App, re-installed it - that didn’t work. Uninstalled the app again, tried the help app - that didn’t work. The virtual Container isn’t being created - and I’m an Admin user of the Surface Book.
Tried running as Admin - nope. Uninstalled Cubase and Re-installed all of it (inc Halion etc) - then re-ran the eLicenser app - nope.
Tried to go back to the restore point I created on Sunday - that failed. So I raised a ticket with Steinberg on Monday - was hoping to hear something back in 24 hours, however still waiting.
I thought why not give them a call - tried calling the Germany number - connected each time, phone rang and then sounded like someone picked up but no answer on the other side.
Frustrated - tried to see if the US branch could help (you know - they may use the ‘same’ systems n all) - got connected immediately and told me they can’t help as their Live chat service is for US customers only.
Why can’t we have a Live Chat facility for Europe?
So - I’m stuck guys and frustrated, feeling depressed! Has anyone go a solution to this issue as it seems like a good number experience this but no one ever completes their thread to say - yep! fixed it and this is how.
I’ve followed every rule on Steinberg’s website re this issue, and searched through forums and none of the ‘fixes’ work.
If Steinberg support read this, please help