Upgrading from AI to Artist Activation Failing

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Textzombie
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Upgrading from AI to Artist Activation Failing

Post by Textzombie » Wed Nov 27, 2019 2:57 am

I know it's a long shot, but in the complete absence of a reply from Steinberg support so far I thought I'd see if anyone might be able to shed some light on my issue.

I've successfully activated a copy of Cubase AI that was bundled with an UR12 audio interface, and I've bought a boxed AI to Cubase 10 upgrade from someone who mistakenly bought it.

He put the download code into his MySteinberg some time ago then discovered he'd bought the wrong upgrade and sold it to me.

I have the activation code from the seller, any when I enter it it states it does the following :
"Update for Cubase AI 4 (SeL), Update for Cubase AI 5 (SeL), Update for Cubase AI 6 (SeL), Update for Cubase AI 7 (SeL), Update for Cubase AI 8 (SeL), Update for Cubase AI 9 (SeL), Update for Cubase AI 9.5 (SeL), Update for Cubase AI 10 (SeL)"
Cubase1.JPG
(104.3 KiB) Not downloaded yet
But when I try and activate it, the upgrade errors with "Currently, there is no license which can be upgraded by your upgrade license...."
Cubase2.JPG
(77.39 KiB) Not downloaded yet
I've read through numerous licensing issues in the forum and they seem to be along the lines of buying the wrong upgrade or not moving the AI license to a USB eLicenser before the upgrade, but I'm pretty sure I've done all the necessary.

My only thought is that the license I have on my USB is called "Cubase AI" (note no version number) which may not be matching the upgrade code which seems to be for looking for specific versions. If that's the case I'm assuming my only hope is the terminally slow Steinberg support?

If I'm doing something silly here (and frankly I hope I am) I'd be grateful if someone would point it out for me or any other ideas would be most welcomed.

Thanks

P

Martin.Jirsak
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Re: Upgrading from AI to Artist Activation Failing

Post by Martin.Jirsak » Wed Nov 27, 2019 10:10 am

Hi and welcome,

From my point of view everything looks totally OK and it should work.

Steinberg Support is the only way in this case, I would say.
Martin Jirsak
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didit
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Re: Upgrading from AI to Artist Activation Failing

Post by didit » Fri Nov 29, 2019 10:58 am

Hi.

My best guess is you're right about the version mismatch. If you've recently activated AI you may have the latest AI 10.5 license and Artist upgrade might not work right away as it expects AI 10.0 license or older. Try to check the AI license version in your MySteinberg account.

Although I'm pretty sure your eLicenser database is up to date, try to update once again and check if meanwhile the upgrade path has been added: "Support->Update eLicenser License Database".

If upgrade still does not work your only option is to contact Steinberg - I'd suggest calling the (very helpful) Steinberg phone support directly, this will save you time.

A reference to similar case - Artist failing to upgrade AI due to version mismatch: viewtopic.php?t=159922

Regards,
didit

Martin.Jirsak
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Re: Upgrading from AI to Artist Activation Failing

Post by Martin.Jirsak » Fri Nov 29, 2019 11:02 am

Hi,
didit wrote:
Fri Nov 29, 2019 10:58 am
My best guess is you're right about the version mismatch. If you've recently activated AI you may have the latest AI 10.5 license and Artist upgrade might not work right away as it expects AI 10.0 license or older. Try to check the AI license version in your MySteinberg account.
My expectation is, Cubase Artist 10.5 accepts even an upgrade from Cubase AI 10.5. I don't think an older version is needed.

But I agree, to double-check the database update might help.
Martin Jirsak
How to show notes of the chord/scale only
Cubase Training

Cubase Pro (last officially supported version all the time)
macOS (last update)

Textzombie
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Re: Upgrading from AI to Artist Activation Failing

Post by Textzombie » Sat Nov 30, 2019 1:58 am

Thanks for the comments and suggestions. The database update came back saying it's already up-to-date.
Interesting reading the similar issue.

It sounds like Support is the way to go. I've had a ticket open for 10 days with no response so I think I'll take the advice to call them.

P

Textzombie
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Re: Upgrading from AI to Artist Activation Failing

Post by Textzombie » Fri Dec 06, 2019 6:45 pm

It's worth noting that I've not yet been able to call support (I've been away) but my online ticket has now been open 17 days with no response.
Basically Steinberg online support is less than useless, so I'll know just to phone right away next time.

However, while I was away, Steinberg seems to have fixed the problem in the background and I've managed to upgrade after performing key maintenance.

P

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