Steinberg Key - Details, tips and troubleshooting

FAQ - An overview of Steinberg Key related questions, troubleshooting and other useful information
 
This is an article to summarize recurring questions about all sorts of things you may notice in relation to our USB key protection system by Syncrosoft and general information and procedures on various topics in addition.

• This document will direct you to your national distributor in many cases. Contact data are available on our website.
• Technical troubleshooting is mainly directed to PC Windows users. Nevertheless the contained information can be of help for Mac OS X users as well (where applicable). 
• After the Syncrosoft License Control Center has been installed you can find the application in the Windows Start menu >Programs >Syncrosoft. On Mac OS X the application is installed into the "Programs" folder on your system hard disk.
• If you are interested in features and details of the Syncrosoft License Control Center (LCC) we highly recommend having a look in the help section of the LCC application. All functions are explained there as well as a Tips & Tricks and troubleshooting help.

As a general note we want to raise awareness among our customers that:

• The software product value is the price paid, not the value of the raw materials in the product package (manual, CD/DVD etc.).
• The Steinberg USB Key containing the product licenses represents the entire value of the products.

 
Content overview (click on topic to jump to it directly)
 
1. Technical troubleshooting for the USB key
2. Procedures for lost / defective USB keys
3. Missing licenses / serial numbers and product components
4. License transfers from printer resp. LPT port dongle or USB key to another USB key
5. Guideline for purchasing 2nd hand software products
6. Information about license data

1. Technical troubleshooting for the USB key

1.1. My USB key is not detected by my computer (anymore), though the red LED inside of it lights. What can I do now?

• Just try another USB port at first to connect the USB key to. If the selected port is connected with an USB key for the first time, you will notice the Hardware Detection Wizard from Windows coming up. Do not cancel it, instead guide the wizard to install the USB key driver automatically.

1.2. Nevertheless, that didn’t work! The key is still not recognized and listed with a yellow question mark in Windows Device Manager, respectively not even this.

• Is the key connected to an USB hub? Please try to connect the key to a port directly on your computer. Especially when you use a passive hub with other devices connected as well you may deal with a power supply problem. The key itself is not very demanding but maybe your hub just can’t deliver enough power for all connected devices. An active USB hub (with its own power supply) is generally recommended.
  
  
• A note for users with nVidia nForce3 chipsets: Some older USB keys do not work with this specific chipset family and need to be replaced with a newer hardware revision of the key. On the basis of the key number it can be decided whether a replacement could be necessary. Keys with a number greater than xxx 523 326 are nForce 3 compatible and do not have to be replaced. All keys currently sold and delivered with our products are already using this new revision. For replacement procedures please continue with chapter 2. Another solution is to connect the USB key to an USB hub, preferably an active one.
  
  
• Please download the current version of the Syncrosoft License Control Center (LCC). This software package always includes the USB key driver as well. The most recent version is always available at www.syncrosoft.com. It is usually not necessary to uninstall previous versions. We recommend unplugging all USB keys before installing a new Syncrosoft License Control Center version. Please note that it is quite likely that the Windows Hardware Detection Wizard will pop up after connecting the USB keys again. It is recommended to plug in one USB key at a time then guiding the Hardware Detection Wizard to automatically install the driver before connecting the next USB key.

1.3. Still no joy! Any other tips available?

• Please do a complete new installation of the Syncrosoft License Control Center in "Overwrite" mode by following these steps:
  
  
• Unplug all USB keys
• Download the latest Syncrosoft License Control Center from http://www.syncrosoft.com
• Go to Windows "Start" menu, select "Run…", enter "cmd" and press [ENTER] -> This opens the command console window
• Drag the downloaded installer of the Syncrosoft LCC and drop it into this window -> This adds the complete path to the file to the command prompt
• Now add the overwrite option by typing " /o" after it, notice the space between the path/filename and the "/o" option.
  A valid command line should look like this now:
  "...\any path\SyncrosoftLicenseControlSetup.exe" /o
• Now press [ENTER], this starts the Syncrosoft LCC installation in overwrite mode.
• Now reboot your PC, when Windows has finished booting connect one USB at a time, allowing the Windows Hardware Detection to install each key by guiding it to do that automatically.

1.4. I am lost. It simply does not work! A last possible solution please…

• Please make sure you have installed a recent version of chipset drivers for your mainboard to ensure proper USB controller support for Windows XP. These drivers are often available on CD-ROM included within the mainboard package and are needed to make Windows fully aware of the infrastructure and components of your mainboard. If you want to be on the safest side, download the current chipset drivers from the vendor of the used chipset on your mainboard. If you are not sure where to find this information contact your dealer or the manufacturer of your computer or have a look at the manual of the mainboard. After installing/updating chipset drivers start over with chapter 1.

1.5. Here are some more tips, for the very rare and insistent cases:

• Virus Scanner and Internet Security software is probably blocking access to system files and folders and can be a reason why the driver installation may fail. Disable such software temporarily when starting installation of software/drivers.
  
  
• The Windows Hardware Detection Wizard reports, that the USB key driver could not be installed because of not found files. In this case guide the wizard to install the driver from a specific location and navigate to the folder: "C:\Windows\inf\synasusb.inf".
  
  
• A problem with the so called "infcache" of Windows XP, sometimes occurring with pre-installed Windows versions: Uninstall the USB key entry in the Device Manager of Windows, then search and delete the file "C:\Windows\inf\infcache.1", after that reboot computer and start an "Overwrite" installation as described in section 1.3, reboot and finally connect the USB key.
  
  
• Manual remove of files related to the Syncrosoft LCC and USB key driver: These files are in detail:
  
  
• C:\Program Files\Syncrosoft\*.* (delete all files in there)
• C:\Windows\inf\synasusb.inf
• C:\Windows\inf\synasusb.pnf
• C:\Windows\system32\drivers\synasusb.sys
• C:\Windows\system32\Synsopos.exe
• C:\Windows\system32\Synsoacc.dll
• C:\Windows\system32\SynsoLChk.dll
• C:\Windows\SynsoACC-Aide.chm
• C:\Windows\SynsoACC-Help.chm
• C:\Windows\SynsoACC-Hilfe.chm
  
  After that reboot computer and start an "Overwrite" installation as described in section 1.3.

1.6. I have heard that different hardware revisions of the USB Key exist. What are the differences and is there an impact on applications using this USB Key?

• Currently two different hardware revisions of USB Keys are existent. Products which have been released in between April 2002 and mid 2003 have been delivered with a USB Key of 6.5 cm (2.6 inches) in length. A new hardware revision has been included since that and these newer USB Keys are a bit shorter and have a length of ~5 cm (2 inches). The new, shorter USB Keys are using a faster processor. When working with complex Cubase or Nuendo projects, the hardware revision of the USB key can have an effect on the responsiveness of the application in certain areas. This is not a defect of the USB Key! However, if you are using an older, longer USB Key it can be useful to replace it with a newer, shorter USB Key. In this case please contact your dealer or national distributor to purchase a new, empty Steinberg Key. Then transfer your licenses with the Syncrosoft LCC accordingly, so that you no longer need to use the older USB Key. Details for the transfer of licenses can found in section 4.1.

2. Procedures for lost / defective USB keys

2.1. I have accidentally lost my USB key! Does it get replaced by Steinberg?

• A simple answer: No. You are solely responsible for the USB key and the contained licenses. If you lost your key the only solution is to buy the products/licenses again. Imagine you have lost your watch: Would you get a replacement from the manufacturer? Most likely not. Keep your USB key safe! It is not a problem to replace manuals, installation media or other components but not an USB key with licenses!

2.2. I have received a product package with an USB key which is not working at all (the red LED inside of it does not glow when it is connected). It appears to be just dead (Dead On Arrival, manufacturing error). How do I get it replaced?

• Please return the whole product package to your dealer or contact your national distributor for a replacement. The package needs to be taken back and exchanged with a new one. Dealers/distributors can return such packages to Steinberg.

2.3. My USB key worked fine but now it has ceased to function and appears to be defective without any physical damage.

• In this case please contact your national distributor and you will get a replacement for the key and also for all licenses contained on it. Your distributor will ask you for the USB key number which is readable through the transparent housing and will most likely want to have the key sent to them.

2.4. I have broken my USB key. It is now physically defective and is short before ceasing to function or is already dead.

• Please contact your national distributor. You need to buy a new empty Steinberg USB key. Your distributor will ask you for the USB key number which is readable through the transparent housing and will most likely want to have the key sent to them. They will care about providing you with replacement licenses for the empty USB key you have bought.

2.5. My USB key is heavily damaged and the USB key number can´t be read anymore.

• Please contact your national distributor. You need to buy a new empty Steinberg USB key. Further details need to be clarified then, usually it is not a problem to replace all required licenses when you have registered the products before.

2.6. My USB key has been stolen!

• This requires purchasing new products/licenses and is equally handled like a lost USB key (see section 2.1). However, you can try to manage this by an insurance policy for compensation. This requires that the USB key is covered by the policy and we recommend including theft of the key (and the licenses) into a maybe already existing insurance contract. Ask your insurance agent.

2.7. My USB key has been destroyed by fire or an environmental disaster. The key is lost (and so am I…).

• Please contact your national distributor. It is up to them how to proceed in such cases. You possibly have disastrous events covered by an insurance policy to get a compensation for buying new products. Also a document or report from police for fire dept. can be of help.

3. Missing licenses / serial numbers and product components

3.1. I have received a product package where the activation code is missing to download a license.

• When there is a USB key included in the package the license for the product is usually already stored onto the USB key and no further activation is needed. When the product is not supposed to have an USB key included but an activation code only please have a look thoroughly again. In nearly all of these cases the paper with the activation code slipped inside the printed manual. If you really can´t find anything return the whole package to your dealer and replace it by a new one. When you have received a package which is already open the activation code has been probably already used. Return the whole package immediately.

3.2. When I try to download a license with the supplied activation code the LCC keeps telling me the code is unknown, already used or tells me to "enter the code in uppercase only".

• First of all it is essential to have the Syncrosoft LCC version installed delivered with the product you have purchased, or a newer LCC version. If in doubt download the recent version from www.syncrosoft.com and install it, then try the activation procedure again. When you are still stuck, return the whole package to your dealer and replace it by a new one. When you have received a package which is already open the activation code has been probably already used. Return the whole package immediately.

3.3. All is well with my USB key & licenses but I miss a plain serial number to install the product, respectively I have lost the DVD sleeve / part of my registration card where the number was printed on.

• Please contact your national distributor, they can provide you a new one. Please make sure you have registered the product before, usually done with the registration card enclosed in the product package.

3.4. I need replacement for a printed manual, installation media or another product component.

• We have manuals available for download on our website / FTP-server. If you can´t find what your looking for please contact your national distributor. Replacement for installation media is also provided by them. Please make sure you have registered the product before, usually done with the registration card enclosed in the product package. It is likely that your distributor will charge a handling fee for replacement of components.

3.5. I have not yet registered my product and now I have lost the registration card.

• Please contact your national distributor to clarify this. It is usually not a problem to register anyway when you can prove authenticity of the product and your purchase. It is up to your distributor how to manage this.

4. License transfers from LPT-Port key or USB key to another USB key

4.1. I have two or more USB keys with licenses. Can I transfer them onto one single USB key?

• Yes, you can so this with the Syncrosoft LCC. There is a dedicated license transfer wizard to guide you through the procedure. Additional help and information can be found in the LCC help. You need an active internet connection for this procedure.

4.2. I have one or more empty USB keys now. What should I do with them?

• Keep them at a safe place. Maybe you need to replace one because you accidentally damaged your USB key currently in use.

4.3. I still have a Cubase VST 5 (or Nuendo 1.x, Nuendo Surround Edition or Nuendo Dolby Digital Encoder) dongle that is connected to the LPT resp. printer port. Can licenses be transfered from LPT key to USB key?

• Yes, they can! This article desribes the license transfer process in detail: "How to use Cubase VST 5 on a computer without printer port"

4.5. I can´t transfer (or download/activate) a license, I get an error about a pending license.

• Possibly the last time where you have used the LCC to download or transfer a license, the internet connection broke or something else prevented the procedure to finish completely. Please consult the LCC help for troubleshooting. If you are stuck please contact your national distributor. Provide them with all USB key numbers involved and the activation codes you have tried to activate.

4.6. My USB key is displayed in the LCC but all licenses are suddenly gone.

• Check section 1.1. above. If it didn´t help please re-install the Syncrosoft LCC, use the recent version available at www.syncrosoft.com. If you are still stuck, please contact your national distributor. Provide them the affected USB key number to get replacement activation codes.

5. Guideline for purchasing 2nd hand software products

5.1. I am interested in a 2nd hand software offer of a Steinberg product. What is important to check for not purchasing from a possibly dubious source?

• This is a list of hints in no specific order and is neither meant to be complete nor a list where you can invoke to. It is just a guideline!
  
  
• You as the buyer and the seller are entirely responsible to manage a fair and honest deal. Steinberg is not responsible to compensate anything due to a fraudulent offer.
• Before buying please contact your national distributor for the procedure to transfer a registration. A fee may be charged for transferring a registration.
• If the offer contains an unused registration card you can usually use it to register the product to you.
• If the seller has used the card to register the product we recommend asking the seller for a paper document used as declaration of assignment. This document should contain the name and address of the seller, for which product and version it is and ideally the name and address of the buyer as well. It has to be signed by the seller.
• A 2nd hand product offer should contain original installation media, manuals and dependent of the product a copy protection key with the appropriate license stored on it.
• Ask specifically if the copy protection key contains a license! Steinberg does not provide licenses for the case that you get an empty key. Instead contact the seller to clarify this, undo the purchase and return the item immediately when no solution can be offered by the seller.
• Check if the pricing of the offer is in an adequate relation to usual street prices. Very low prices for current products are suspicious.
• Do not confuse offers of update/upgrade packages with full retail versions. Update/upgrade offers are requiring a product you already own on which the update/upgrade can be applied to respectively a copy protection key with an appropriate license to update/upgrade it.
• Updates/upgrades packages respectively most of the currently sold VST-instruments do not contain a copy protection key but an activation code instead. You need to have a copy protection key to be able to download and activate a license. Ask the seller if activation codes have been already used. If yes, you need to manage a way to transfer the license to your key with the seller.
• When you receive a defective copy protection key (and as a result no license) contact the seller how to compensate that which could mean to undo the purchase and return the item.
• If you notice an obvious fraudulent offer at eBay, you can notify them by yourself to end the auction. We have a link in the forums how to do this.
• Ask the seller as many questions as you need to feel safe not buying something screwed.

6. Information about license data

6.1. Why do I need an internet connection for downloading and activating a license or for transferring them to another USB key?

• First of all: Each USB key has a unique ID – the USB key number. All actions like downloading and activating a license, license transfers from one key to another and deleting a license (do not try this) are logged by a license server in the internet and can be associated to the USB key number. This makes it possible to e.g. replace a defective USB key by looking up the status of the stored licenses by the USB key number and to provide you with replacement activation codes to restore all your licenses on a new empty USB key. It is also possible to track movements of licenses from one USB key to another and helps to clarify situations of assumed lost licenses. The usage of activation codes is also logged and in case you receive a software package where an activation code has been already used it is possible to look on which key the licenses was downloaded to. Forum users know that we use the USB key number to be entered into your profile when you register an account for our forums. This allows us to look up if the forum participants are users of legal products and helps to keep out unwanted "guests".
  
  
• All transactions logged by the license server are strongly encrypted and do not contain any private or personal data of you. Only specifically authorized personnel from Steinberg can access the license database server to look up data by either using an USB key number or an activation code. Distributors needing replacement activation codes for whatever reason are requesting them from Steinberg only. This is just for your information and does not mean to bypass your distributor for the cases described in the chapters above. If you are interested in more details about our used copy and content protection system we recommend taking a look at www.syncrosoft.com.

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