Cakewalk Support Update

Re: Cakewalk Support Update (Studioguy1)

Wed, 21 Nov 2018 17:16:28 GMT

Thanks Ryan. Information noted and duly appreciated. Thank you BandLab.

Re: Cakewalk Support Update (scook)

Wed, 21 Nov 2018 14:36:51 GMT

This thread refers to a company that no longer exists. Gibson shut down Cakewalk operations in Nov 2017.

BandLab purchased Cakewalk IP early in 2018. BandLab support may be able to help with old Gibson/Cakewalk issues.

FYI, the Cakewalk by BandLab upgrade is free. CbB will use all the plug-ins bundled with 64bit SONAR 8.5 and open your old projects. In order to get the upgrade, create a BandLab account (use the same email as your Cakewalk account) and download BandLab Assistant (details are in the CbB upgrade link).

Re: Cakewalk Support Update (Daniele Zandara)

Wed, 21 Nov 2018 12:49:39 GMT

Hello guys,

I have a problem with my account and I hope anybody can help me.
I registered my Sonar Producer 8.5 on another account and I need a screenshot of the registered product to Crossgrade purchase another Daw. I can't remember the password of that account and I can't get the email to change it.
Plus, I can't find a way to contact the cakewalk support.
Any suggestion?

Thank you.

Re: Cakewalk Support Update (quest4success)

Tue, 11 Jul 2017 19:05:56 GMT

BrionDBell
Yeah, Ryan...

Uh... I know, I'm a web guy too, and like me, your company has kept you in the deep dark. Cakewalk is BROKEN! The support is BROKEN! Customer Support - BROKEN! Sorry, brother but your message delivered one of the biggest bags of total **** that I have ever read! It's not YOU, it's the poor crap that Cakewalk has delivered to you calling it 'information.'
They lied.
Simple as that.
If I were you, I would seriously start looking for another gig!
I've got friends (25) who have been 'lifers' on their Cakewalk DAW systems. They've gone and left Cakewalk to the birds;, all but one...
Me!
But I'm going tomorrow.
It's too bad that a really , crazy-good DAW software company has gone out of business, but Cakewalk's profoundly poor business and support models have cost them the ultimate price. I'm just glad that I haven't actually invested any capital in the company's stock!

I bid you good fortune!

I'm not sure what the message is here, but I do know that it is tomorrow...Are You Gone Yet?

Re: Cakewalk Support Update (Seth Kellogg [Cakewalk])

Mon, 10 Jul 2017 18:16:06 GMT

pwalpwal
aardvarkinator1
Bought Z3TA+2 through Steam, looking forward to creating with it BUT cant get it activated. Please help

launch the stand-alone version via the steam app first, that'll prompt you to register/active
good luck!

Also, make sure you're not on a restricted user account. You'll need to install and activate with a regular/admin, once that's done you can go back to the restricted user account.

Re: Cakewalk Support Update (pwalpwal)

Sat, 08 Jul 2017 08:45:48 GMT

aardvarkinator1
Bought Z3TA+2 through Steam, looking forward to creating with it BUT cant get it activated. Please help

launch the stand-alone version via the steam app first, that'll prompt you to register/active
good luck!

Re: Cakewalk Support Update (scook)

Sat, 08 Jul 2017 00:41:37 GMT

best place to post about Z3TA+2 on Steam issues http://steamcommunity.com/app/241790/discussions/2/

Re: Cakewalk Support Update (aardvarkinator1)

Sat, 08 Jul 2017 00:18:13 GMT

Bought Z3TA+2 through Steam, looking forward to creating with it BUT cant get it activated. Please help

Re: Cakewalk Support Update (Noel Borthwick [Cakewalk])

Tue, 13 Sep 2016 09:00:50 GMT

I'm sorry that you didn't get a response earlier. I just responded to your support cases about your membership and your membership status looks fine. Our support backlog should get resolved soon and response times will return to normal after that.

Re: Cakewalk Support Update (BrionDBell)

Mon, 12 Sep 2016 23:38:23 GMT

Yeah, Ryan...

Uh... I know, I'm a web guy too, and like me, your company has kept you in the deep dark. Cakewalk is BROKEN! The support is BROKEN! Customer Support - BROKEN! Sorry, brother but your message delivered one of the biggest bags of total **** that I have ever read! It's not YOU, it's the poor crap that Cakewalk has delivered to you calling it 'information.'
They lied.
Simple as that.
If I were you, I would seriously start looking for another gig!
I've got friends (25) who have been 'lifers' on their Cakewalk DAW systems. They've gone and left Cakewalk to the birds;, all but one...
Me!
But I'm going tomorrow.
It's too bad that a really , crazy-good DAW software company has gone out of business, but Cakewalk's profoundly poor business and support models have cost them the ultimate price. I'm just glad that I haven't actually invested any capital in the company's stock!

I bid you good fortune!

Re: Cakewalk Support Update (J-A-G)

Sat, 10 Sep 2016 16:56:08 GMT

Stephanie Polek
Hello. I am updating my previous posts to let folks know if they had lost faithas I about had that the account people have indeed just corrected my account and now I can finally upgrade to Platinum. I don't know whether my post here helped that along or not but I'm so grateful to Cakewalk for fixing me up! The forum folks here have been most helpful in the meantime and I wanted to thank y'all again. -- Stephanie

Great News Stephanie! Enjoy!

Re: Cakewalk Support Update (Stephanie Polek)

Sat, 10 Sep 2016 16:39:56 GMT

Hello. I am updating my previous posts to let folks know if they had lost faithas I about had that the account people have indeed just corrected my account and now I can finally upgrade to Platinum. I don't know whether my post here helped that along or not but I'm so grateful to Cakewalk for fixing me up! The forum folks here have been most helpful in the meantime and I wanted to thank y'all again. -- Stephanie

Re: Cakewalk Support Update (ProfessorMarvel)

Fri, 26 Aug 2016 13:54:00 GMT

Thanks, just did that and they are working to resolve it.

Re: Cakewalk Support Update (scook)

Fri, 26 Aug 2016 13:47:56 GMT

Contact Cleverbridge they are the company doing the billing

Re: Cakewalk Support Update (ProfessorMarvel)

Fri, 26 Aug 2016 13:25:28 GMT

Hello,

I purchased (I thought) 1 licence for Sonar Professional. I am being charged for 9 licences! I cannot contact support to resolve this. Email isn't working, phones are never available. Finances are an urgent matter - I can't wait a few days/weeks for answer.

Please help!!!

Thanks -- Roger

Re: Cakewalk Support Update (Stephanie Polek)

Fri, 26 Aug 2016 12:47:40 GMT

Hello again! Scook (Oh man, I'm sorry for butchering your name the last umpteen times!) and Big John, I hope this is the correct place to post this, it's an update and I felt it's important to let folks know that Sonar 8 Producer does indeed include BOTH 32-BIT AND 64-BIT VERSIONS on the installation disc! So I was able to install, and now I'm just trying to get my plugins correctly installed (I'll get there on my own I'm sure). I'll at least be able to keep working on projects until my account is fixed, and that wouldn't have happened without your help, so THANK YOU SCOOK and Big John!!! :) It's also encouraging to note that there are Cakewalk folks replying to the thread where I first posted my problem. Still no resolution to my account but the replies in general here are appreciated and give me some confidence that eventually I will get some help. Very grateful, thank you. -- Stephanie

Re: Cakewalk Support Update (scook)

Tue, 23 Aug 2016 17:42:07 GMT

Big-John
But scook sometimes makes us feel like if he had a spoon he would wack us! You can post where you feel it may help.

Then you are reading too much into my posts. I recommended questions regarding the SONAR program go into the SONAR area. Questions regarding user accounts and store issues go in this area. I also recommended avoiding appending specific issues to threads which have a lot of marginally related "me too" posts if one seeks a solution. It is that simple.

Re: Cakewalk Support Update (J-A-G)

Tue, 23 Aug 2016 17:31:04 GMT

No reason to apologize to anyone. But scook sometimes makes us feel like if he had a spoon he would wack us! You can post where you feel it may help.

If you want to try Sonar 8 Producer on your new system you can install the 64bit version from the original CD. It gives you an option to install either 32bit or 64bit. I would install both just in case you have issues with older songs you created in 32bit.

Hey you can even download the free version of Studio One and give it a try while you wait for support. I use this DAW also and love it but I also love the new Sonar Platinum. Depends on what I am working on. In either case neither company has live phone support.

Peace,
John

Re: Cakewalk Support Update (scook)

Tue, 23 Aug 2016 17:08:48 GMT

Your best solution is to create a new post in the SONAR area. Click the "Post New Thread" button at the top of the SONAR area to create a thread asking for installation help/recommendations regarding installing SONAR 8 32 and/or 64 bit on Windows (whichever version you have). You will get a lot more help there. You still need to get your account corrected but that is a separate issue.

Re: Cakewalk Support Update (Stephanie Polek)

Tue, 23 Aug 2016 17:01:03 GMT

Scoot,
Thank you for the information! I'm brand new to any forum and my apologies for posting in the wrong area. I posted where I thought the subject best fit my problem, I didn't realise there were a variety of issues welcomed there. So thank you so much for the help! I'm grateful for the info that 32-bit can be installed on a 64-bit system as I was told it couldn't be and I didn't want to mess anything up. I'm far from computer-literate outside of using Sonar! I will try it, my only concern now being if it can be installed on a system when it's already been installed for all these years on my old 32-bit system which I'm abandoning. If that's not an issue, I'm glad to keep it but I still wonder if there's a benefit to be had in upgrading to Sonar Platinum (the comping capability comparable to what Pro-Tools has is supposed to be a boon!). Thank you again for your valuable help.

Re: Cakewalk Support Update (scook)

Tue, 23 Aug 2016 16:49:03 GMT

It seems to me you have a couple of issues. First, is getting help or understanding about installing 32/64bit SONAR 8. This can be handled in the SONAR forum above. There is no reason SONAR 8 32bit, 64bit or both will not run on a new PC running 64bit Windows. Second is getting an updated product list in your account. This will take Cakewalk support. As I mentioned in the other thread, appending to existing threads is not the most efficient way to handle issues. It is generally better to create your own threads. Appending to threads which cover a variety of subjects rarely result in resolution of the individual issues brought up in the thread.

Re: Cakewalk Support Update (Stephanie Polek)

Tue, 23 Aug 2016 16:37:54 GMT

Hi John!
Thanks so much for your reply! Yes, I did try that before I read on another page that if the email address you registered your product with no longer exists, you *must* contact account support and have them migrate the data for you: I tried to link but it didn't work, sorry; it's under 'Products-Are-Missing-From-My-Cakewalk-Account'. I closed the email account after it was hacked in 2009... and I didn't visit the forums or have a need to contact support before now because I was VERY HAPPY with my Sonar 8 Producer, which worked flawlessly and the only reason I'm in need of a new product is my conversion from 32-bit Producer to a new 64-bit system on which I can't install my old programme. The result of trying to add that registration is a response saying it's 'registered to someone else'. Of course it is, and that someone is ME under my old email account. ;) I've seen others posting with the same account problem so I thought I would leave the link with my reply here so they know as well. Thanks again! -- Stephanie

Re: Cakewalk Support Update (J-A-G)

Tue, 23 Aug 2016 16:26:44 GMT

Stephanie Polek
Hello. Although I've been a CW customer since @ 2007 (before that as well... but I don't recall registering those early products... was one Digital Producer?! so many I can't remember them! so I'll leave them out) I've never needed to contact support and I've never needed the forum. The reason for this is simple for me: the GREAT PRODUCT I bought! I have used Avid and Cubase and still found Sonar 8 Producer preferable. Recently I decided it was time to upgrade to a new computer and Sonar edition. I tried to log onto my account and I got a message the account doesn't exist. I realise 'Oh no, that's the account that was hacked in 2009... I no longer have the account!' and then I began to wonder if I had the wrong email address. But that wasn't all... I then read that in 2014 accounts were restructured and so I'm wondering if I would have had access to it anyway. I contacted pre-sales to check on the price of Sonar Platinum with my current product but alas, I 'have no current products'. (Of course, in order to contact anyone other than pre-sales I guess I needed a new account anyway... which I made. But NO PHONE SUPPORT for me since they can't see my old purchase!) I then thought I may need to contact account support since pre-sales likely has nothing to do with accounts. NO RESPONSE AT ALL for a couple of weeks now. BUT pre-sales did reply that they would look into my account problem and get back to me. Not even their job I would submit, yet they at least replied. Still, I have yet to receive a reply.... I'm not particularly skint and can purchase new at full price but why would I when support is a major decision in this purchase? Especially since I've now seen so many with similar problems or my same problem who've received no help for weeks and even MONTHS? Since someone suggested leaving our ticket numbers I will, however, just in case through some miracle an account specialist can give it a go from here. Pre-sales: Case 324793. Account support: Case 325061. This isn't something a forum can answer but I was told I might get a quicker response if I posted here. ONLY CAKEWALK ACCOUNT SUPPORT can provide the fix, but they are apparently unavailable. I'm *HOPING* this is a temporary problem for Cakewalk and not a sign of the more general trend in corporate mismanagement (with which I am WELL familiar). As to the person suggesting flooding administrator PM boxes, I would love to but I don't know how. :) And as for the suggestion of a weighted queue, I respectfully disagree, as that is how we lost general phone support, or at least this is what I'm told. I just want my product to show up in my account so I can purchase Platinum with the discount I'm entitled to. That's all. If or when my account problem is taken care of, then... please, TAKE MY MONEY! Otherwise, I suppose it may be back to Avid or Cubase, providing their support is there. :) Thanks!

Hi Stephanie,
You may have tried this and so just going to ask this but when you created a new account were you able to add your Sonar 8 serial number or any of the other software serial numbers to your account? I don't even know if this is an option anymore since they changed everything but thought I would ask.

-John

Re: Cakewalk Support Update (Stephanie Polek)

Tue, 23 Aug 2016 15:05:56 GMT

Hello. Although I've been a CW customer since @ 2007 (before that as well... but I don't recall registering those early products... was one Digital Producer?! so many I can't remember them! so I'll leave them out) I've never needed to contact support and I've never needed the forum. The reason for this is simple for me: the GREAT PRODUCT I bought! I have used Avid and Cubase and still found Sonar 8 Producer preferable. Recently I decided it was time to upgrade to a new computer and Sonar edition. I tried to log onto my account and I got a message the account doesn't exist. I realise 'Oh no, that's the account that was hacked in 2009... I no longer have the account!' and then I began to wonder if I had the wrong email address. But that wasn't all... I then read that in 2014 accounts were restructured and so I'm wondering if I would have had access to it anyway. I contacted pre-sales to check on the price of Sonar Platinum with my current product but alas, I 'have no current products'. (Of course, in order to contact anyone other than pre-sales I guess I needed a new account anyway... which I made. But NO PHONE SUPPORT for me since they can't see my old purchase!) I then thought I may need to contact account support since pre-sales likely has nothing to do with accounts. NO RESPONSE AT ALL for a couple of weeks now. BUT pre-sales did reply that they would look into my account problem and get back to me. Not even their job I would submit, yet they at least replied. Still, I have yet to receive a reply.... I'm not particularly skint and can purchase new at full price but why would I when support is a major decision in this purchase? Especially since I've now seen so many with similar problems or my same problem who've received no help for weeks and even MONTHS? Since someone suggested leaving our ticket numbers I will, however, just in case through some miracle an account specialist can give it a go from here. Pre-sales: Case 324793. Account support: Case 325061. This isn't something a forum can answer but I was told I might get a quicker response if I posted here. ONLY CAKEWALK ACCOUNT SUPPORT can provide the fix, but they are apparently unavailable. I'm *HOPING* this is a temporary problem for Cakewalk and not a sign of the more general trend in corporate mismanagement (with which I am WELL familiar). As to the person suggesting flooding administrator PM boxes, I would love to but I don't know how. :) And as for the suggestion of a weighted queue, I respectfully disagree, as that is how we lost general phone support, or at least this is what I'm told. I just want my product to show up in my account so I can purchase Platinum with the discount I'm entitled to. That's all. If or when my account problem is taken care of, then... please, TAKE MY MONEY! Otherwise, I suppose it may be back to Avid or Cubase, providing their support is there. :) Thanks!

Re: Cakewalk Support Update (aheart)

Mon, 22 Aug 2016 13:46:23 GMT

Had purchased cakewalk platinum since 9th of August. Few emails exchange with them still cannot solve the simple purchase issue and cakewalk support keep asking me for verification( i did not received any download link and serial number in my account), i received an email confirmation about the purchase and i forwarded them with the invoice and email from Cleverbridge which show it was fully paid by pay pal. But they still won't provide any link for the download in my account.

Going to ask for refund soon, a cakewalk user since DOS. What happen to the support? It took so many days to wait for reply but without any solutions. Disappointed big time

Eric Wong

Re: Cakewalk Support Update (Velocemusic.com)

Mon, 22 Aug 2016 12:27:36 GMT

I've paid the money since 19th Aug and sent support emails after my purchase. No reply till now. C'mon I'm sure Cakewalk can do better than this. No serial number given, purchase not reflected in my account. No support reply. This is seriously bad... i can't use Platinum............ Any business would be freaking out if no reply and resolution in 24 hours. While this problem goes on, the rest of my friends on Facebook are wondering when Cakewalk will solve such a simple but serious matter like getting my account credited with the purchase, and fully functional serial number and a working authorised installation of Sonar Platinum...

Re: Cakewalk Support Update (BruceSearl)

Mon, 22 Aug 2016 04:29:59 GMT

So... I've lost days of time trying to get nectar authorized with my new Platinum install. I don't have a valid serial number to enter... no serial number at all to enter actually. It gets installed with platinum but I have no listing of it nor a Serial Number to use to activate it. I had a similar problem with Melodyne. Of course I went to the support phone number to get help... no longer taking calls. In fact the main number is no longer taking calls. In fact no number at cakewalk seems to be taking calls. Are you even still in business? You got my money over a year ago for this upgrade, I just installed the upgrade to work on a project and I can't get everything working. Latency issues, plugin issues melodyne is missing it's undo feature, and when you try to drag a note up or down a tiny bit, it shoots octaves up or down... never to be found again!, activations issues... no help... oh, wait, you'll call me back? Not great but if you are like T-Mobile and call me within 3-15min no problem... Oh, you'll only call me back if I schedule an appointment (The exact reason I refuse to go into an apple store - I'm going into buy something or get help with something that they make that is broken... and they want to treat me like patient in a broken health care system. Its' more than a little arrogant, but I digress ;-), Oh, there are NO APPOINTMENTS AVAILABLE... EVER!
Seriously? Guys... either you are the most successful company in the world, and don't think that you need to support your customers... because they hand you money faster then they can run out the back door to another product, or you are going out of business and just haven't made the announcement yet.
I really hope I'm wrong, I've had great support experiences with cakewalk in the past... this is not just a bad experience... it's the one of the worst imaginable. It single handedly rips the legs out from under all the good experiences I've had with one giant, deafening, zero.
Bruce

Re: Cakewalk Support Update (RaphaelLucchesi)

Mon, 18 Jul 2016 11:33:48 GMT

Sorry guys, but so far your new 'support' is catastrophic and is about to force me into any other DAW on the market. I am a legit owner of Sonar X1 Producer. I registered my product a few years ago under an old email, which is no longer available. On Top of that, you changed your system, so that anybody that didn't log into his account since 2014, is no longer able to access his account. You offer to send your support an email to ask for a migration to a new account. This is what I did. Guess what? NOBODY HAS SO FAR SENT ME ANYTHING, NOTHING HAS BEEN MIGRATED:
When I try to schedule a phone support, it says I have no products which are eligible for phone support. Are you kidding me??? Sorry, but this is completely unacceptable and a shame regarding the prices you charged me for many products I own from Cakewalk (it is four digit...), but that I cant do **** with, because you don't migrate my registrations to my new account. All that after you killed the old account with the system change... seriously...

The most important part of all of that is, that my intention was to upgrade to Platinum, but your way of disappointing your existing customers the way you 'deal' with me, keeps me away from that and you away from some cash I want to pay for the upgrade.

Sry guys, but that makes me really really angry and I hope, that you get into this asap...

Re: Cakewalk Support Update (J-A-G)

Tue, 05 Jul 2016 17:00:51 GMT

I am trying to purchase ASS apps before end of sale today. First there was an odd credit card number in my account...why? When I try to pay by Paypal via the email link which is sent after ordering I get the following.

File Not Found
The page that you requested cannot be found on this server. This might have the following reasons:

The link you are using is not valid anymore or wrong.
You have not entered the URL correctly.
The page does not exist anymore.

If you have gotten to this page over a certain URL, please inform the owner over the page that offered this link so that he can update his page.

You are my last resort as I have already spent too much time on trying to figure out what to do since there is no more real immediate support right now. Can you direct me or move this to the correct thread please.

Re: Cakewalk Support Update (pwalpwal)

Tue, 05 Jul 2016 14:59:55 GMT

I reckon the Low view count because it's in the store forum, the sonar forum gets way more traffic?