googlemad Posted January 12, 2011 Posted January 12, 2011 One of our Cubase dongles has randomly failed (And they've been mounted inside the PCs so not due to students for once!), is it best to get in touch with Cubase or the reseller? (Purchased under a year ago). We do have a spare dongle but can't transfer the license from the old dongle as it will not read (USB Device not recognized on 5 different PCs)
plexer Posted January 12, 2011 Posted January 12, 2011 Depends on which version of Cubase you have as to what you can do. Ben
googlemad Posted January 12, 2011 Author Posted January 12, 2011 Sent a support request to Steinberg who sent me a new activation key and said if we want a new dongle it'll cost €20! Surely since it is faulty they should offer a free replacement?
glennda Posted January 12, 2011 Posted January 12, 2011 We had this problem - in the end we had to send the dongle off to germany to prove it was not readable and then they sent us a new activation key (ours was a snapped dongle so slightly different) We then purchased a replacement and activated they key again. Toby
Cache Posted January 12, 2011 Posted January 12, 2011 I wonder if this is a new policy or I just managed to charm them somehow. About March/April last year we had a faulty dongle and after phoning Steinburg up they said if I sent the dongle back to them, they would send a replacement through. I only had to include the dongle, a letter stating the problem with the reference number and send it recorded delivery. All I had to pay was for the Proof of Postage. This was the full version of Cubase, so not sure if that makes any difference?
plexer Posted January 12, 2011 Posted January 12, 2011 Older versions i.e cubase se3 the dongle was the licence and even if you bought a blank one they couldn't give you a new licence you had to buy a new copy. Unless it's stopped working due to a manafactruing fault it's highly likely they would want you to pay and you can't blame them. Ben
Cache Posted January 12, 2011 Posted January 12, 2011 I'm sure this was Cubase Version 4, just found the email I'd sent off where I'd gotten sick of trying to phone them. They gave me two options, one of posting it back to them and the other contacting a local dealer listed on their website and requesting a replacement dongle through them. The fault with ours was 9 times out of 10 it came up as USB Device not Recognised, although we'd had it working for atleast a year before then (because it was bought before I started).
Marci Posted January 17, 2011 Posted January 17, 2011 About March/April last year we had a faulty dongle and after phoning Steinburg up they said if I sent the dongle back to them, they would send a replacement through. I only had to include the dongle, a letter stating the problem with the reference number and send it recorded delivery. All I had to pay was for the Proof of Postage. This was the full version of Cubase, so not sure if that makes any difference? Generally, if you register each dongle on their site before deployment, then they will offer to replace it. If you didn't, they will make you buy a new one.
googlemad Posted January 17, 2011 Author Posted January 17, 2011 I got back in touch with the guy, who said I could send the dongle back to Germany after all for inspection and replacement
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