Jazzy47
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Did not receive the software I bought
In 2016, I got a deal from Cakewalk and bought a ONE TIME PAY Sonar Platinum...as in not a subscription. I own it. It's mine. For life lol. My hard drive died around then, and I since moved and have been prioritizing other various life things for a while (I am a hobbyist). I finally decided to install it, and the system tell me my subscription EXPIRED. I was not part of the subscription plan  ...I own it; that's the deal I signed up for. I just found out that Cakewalk is now dead, so customer support does not exist any more. So I paid and got no product to use. Not even for 5 minutes. Or 30 seconds. They basically just stole my money and walked off. I know it's not the employees fault, as Gibson killed the company, but surely I'm not the only customer in this situation. Who do we talk to? I can't afford to buy another DAW, since I'm back in school full time.
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Jazzy47
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Re: Did not receive the software I bought
2018/03/08 09:40:29
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Zargg
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Re: Did not receive the software I bought
2018/03/08 09:46:45
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Ken Nilsen ZarggBBZWin 10 Pro X64, Cakewalk by Bandlab, SPlat X64, AMD AM3+ fx-8320, 16Gb RAM, RME Ucx (+ ARC), Tascam FW 1884, M-Audio Keystation 61es, *AKAI MPK Pro 25, *Softube Console1, Alesis DM6 USB, Maschine MkII Laptop setup: Win 10 X64, i5 2.4ghz, 8gb RAM, 320gb 7200 RPM HD, Focusrite Solo, + *
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karhide
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Re: Did not receive the software I bought
2018/03/08 09:47:03
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☄ Helpfulby jude77 2018/03/09 17:11:43
There is still support so I would suggest you contact them.
Studio: Sonar Platinum/Cakewalk by Bandlab Intel Core i7 32GB RAM Samsung Evo 1TB system drive Windows 10 64bit - RME FireFace UFX - Focusrite OctoPre MK II - Audient Mico Mobile: Sonar Platinum/Cakewalk by Bandlab Intel Core i7 8GB RAM Samsung Evo 1TB system drive Windows 10 64bit - RME FireFace 400 Mobile2: Cakewalk by Bandlab Intel Core i7 8GB RAM 256 GB System Drive Windows 10 64 bit http://www.karhide.co.uk/https://karhide.bandcamp.com
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Jazzy47
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Re: Did not receive the software I bought
2018/03/08 10:00:10
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I did see it in my products, but it indicated it was a "membership product" and that my subscription expired and I needed to renew. Didn't have the chance to register at the time I upgraded, since my hard drive died about then.
Oh, does customer support still exist? If it does, I apologize, I would have contacted them directly instead of coming to the forums. When I went to email support, it said "under construction", and I didn't see a phone number or other contact option. From the news on the internet, I figured customer service had been axed for good.
Thanks
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Zargg
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Re: Did not receive the software I bought
2018/03/08 10:07:47
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Ken Nilsen ZarggBBZWin 10 Pro X64, Cakewalk by Bandlab, SPlat X64, AMD AM3+ fx-8320, 16Gb RAM, RME Ucx (+ ARC), Tascam FW 1884, M-Audio Keystation 61es, *AKAI MPK Pro 25, *Softube Console1, Alesis DM6 USB, Maschine MkII Laptop setup: Win 10 X64, i5 2.4ghz, 8gb RAM, 320gb 7200 RPM HD, Focusrite Solo, + *
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Jazzy47
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Re: Did not receive the software I bought
2018/03/08 10:17:37
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Thanks for the info! 
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Zargg
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Re: Did not receive the software I bought
2018/03/08 12:07:42
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Jazzy47
I did see it in my products, but it indicated it was a "membership product" and that my subscription expired and I needed to renew. Didn't have the chance to register at the time I upgraded, since my hard drive died about then.
Oh, does customer support still exist? If it does, I apologize, I would have contacted them directly instead of coming to the forums. When I went to email support, it said "under construction", and I didn't see a phone number or other contact option. From the news on the internet, I figured customer service had been axed for good.
Thanks
No need to apologize We're here to help each other  Hope you get it sorted. All the best.
Ken Nilsen ZarggBBZWin 10 Pro X64, Cakewalk by Bandlab, SPlat X64, AMD AM3+ fx-8320, 16Gb RAM, RME Ucx (+ ARC), Tascam FW 1884, M-Audio Keystation 61es, *AKAI MPK Pro 25, *Softube Console1, Alesis DM6 USB, Maschine MkII Laptop setup: Win 10 X64, i5 2.4ghz, 8gb RAM, 320gb 7200 RPM HD, Focusrite Solo, + *
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MandolinPicker
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Re: Did not receive the software I bought
2018/03/08 12:47:48
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☄ Helpfulby AlanPerkins 2018/03/09 07:10:37
First, take a deep breath and relax. You said "I did see it in my products, but it indicated it was a "membership product" and that my subscription expired and I needed to renew." That means your version of SONAR and all the updates for one year following the purchase are there for you to download and install. The "membership" was for one year and included any updates during that time. You can download the software from the "My Products" page and install it using off-line activation or you can download the Command Center and install and activate your software through it. Either way, you haven't lost anything that you paid for. Its there - just download it and install it.
BTW, it was not a subscription like with Adobe products or Office 365. With their software when you stop paying you no longer have use of the software - ever. With Cakewalk, you had the option of paying all at once (as you did) or paying once a month for 12-months (an even monthly payment plan). But once you were "paid in full" the version of the software was yours to keep, plus any additions/updates for one year from date of purchase. So the software is really yours. That is different from the subscription model.
Good luck, and keep an eye on the forums. A lot is happening with the acquisition of the Cakewalk IP by BandLab. Look for new stuff in the coming weeks and months ahead.
The Mandolin Picker "Bless your hearts... and all your vital organs" - John Duffy "Got time to breath, got time for music!"- Briscoe Darling, Jr. Windows 8.1, Sonar Platinum (64-bit), AMD FX 6120 Six-Core, 10GB RAM
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chuckebaby
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Re: Did not receive the software I bought
2018/03/08 14:31:11
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ya it might be telling you that your membership expired but you DO still own that cakewalk version you bought. So try installing it first. Have you installed it yet ?
Windows 8.1 X64 Sonar Platinum x64 Custom built: Asrock z97 1150 - Intel I7 4790k - 16GB corsair DDR3 1600 - PNY SSD 220GBFocusrite Saffire 18I8 - Mackie Control
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mettelus
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Re: Did not receive the software I bought
2018/03/08 18:48:40
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What may be easiest for you is to Google "Cakewalk Command Center" and download that. Then log into CCC the same as you would with your account. That is the automatic installer and would be the easiest way to verify/install in your case. Platinum has a lot of products with it, and the CCC will show everything that it applies to (some older products will not appear, so you must download those manually from your account).
ASUS ROG Maximus X Hero (Wi-Fi AC), i7-8700k, 16GB RAM, GTX-1070Ti, Win 10 Pro, Saffire PRO 24 DSP, A-300 PRO, plus numerous gadgets and gizmos that make or manipulate sound in some way.
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Cactus Music
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Re: Did not receive the software I bought
2018/03/08 20:50:51
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☄ Helpfulby Jazzy47 2018/03/09 07:20:16
Yes looking at that offer it was not the Lifetime update offer, just the standard day to day upgrade offer. So you paid for one year of upgrades and that time limit has expired. It only means you will have any updates available to you after that year ended. That version is yours and will still install and run. Example; I bought Sonar Professional Feb 11 2015 on the upgrade offer from X3. In the mean time I then upgraded to Platinum. So my 1 year expired and this is what shows on my product page.  But I can certainly download and install the software and it is still fully functional. It's just stuck at that old version. Install Command Center and it should show. There have been glitches with people finding Sonar in Demo mode but Command Center seemed to solve that issue.
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Jazzy47
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Re: Did not receive the software I bought
2018/03/09 07:15:56
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Thank you for clarifying. I was thinking there was a subscription service to use the software like Adobe. When I open the program it doesn't seem to be in demo mode, so I guess the subscription expiration just applied to new updates. I think I will be ok with a slightly older version as I'm a hobbyist noob (unless they added some groundbreaking features in the updates). Will the software still be usable if the server dies? I used to play around with Sonar back when it was just a physical disk in a box.
Sorry for the panic, oops! I didn't realize the company had been dissolved until I logged in to download Sonar yesterday. Since the customer service email wasn't set up, I thought they just left everyone hanging. I'm glad there are still people sticking around on the forums, and super responsive ones at that! It's good to know Sonar will be picked up by another company. Too bad for Cakewalk, but I will be interested to see what BandLab does with things.
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chuckebaby
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Re: Did not receive the software I bought
2018/03/09 12:22:03
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no worries. I understand why your panic would set it.
Glad its all good now.
Windows 8.1 X64 Sonar Platinum x64 Custom built: Asrock z97 1150 - Intel I7 4790k - 16GB corsair DDR3 1600 - PNY SSD 220GBFocusrite Saffire 18I8 - Mackie Control
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