If the Steinberg Activation Manager or the Steinberg Download Assistant is experiencing an issue and it cannot be resolved using other articles and solutions provided here in the Help Center, it may be necessary to contact support for further investigation.

When submitting a support request, it is always helpful to provide the following information:

Your operating system and its version

Please include whether your system is running Windows or macOS, as well as the exact operating system version. If you're not sure how to find this information, the following guides can help:

• Find information about your Windows device
• Find out which macOS your Mac is using

The version of the affected application

Include which version of the Steinberg Download Assistant or Steinberg Activation Manager is affected. This information can be found here:

• Find Steinberg Activation Manager version
• Find Steinberg Download Assistant version

If the issue occurs during the installation of the Steinberg Download Assistant or the Steinberg Activation Manager and you therefore cannot find the version number in the app, make sure that you are attempting the installation of the latest versions available here:

Steinberg Download Assistant:

Download Steinberg Download Assistant for macOS
Download Steinberg Download Assistant for Windows

Steinberg Activation Manager:

Download Steinberg Activation Manager for macOS
Download Steinberg Activation Manager for Windows

It's generally recommended to have the latest version installed in case the issue has already been resolved with a later version.

A detailed description of the issue

Describe what happens and when it happens. The more detail, the better. For example:

• Does the issue occur when opening the application, when logging in, when starting a download, or when activating a license?
• Does it happen every time, or only occasionally?
• Has anything changed on the computer recently, such as newly installed software or updates?

Any error messages

If an error message is displayed, please create a screenshot or provide the exact wording of it. Even small details like error codes can be very helpful for diagnosing the issue.

All operating systems provide handy built-in tools to create screenshots:

• Use Snipping Tool to capture screenshots (Windows)
• Take a screenshot on Mac

Your network setup

Some issues are related to how the internet connection is configured. Especially when the apps claim to have no internet connection or when the sign-in fails. Therefore, please include the following:

• Is a VPN in use? If so, does the issue still occur when it is turned off?
• Is antivirus software in use? If so, does the issue still occur when it is turned off temporarily?
• Is the computer connected to a school, university, or workplace network? These networks sometimes use a proxy server, which can interfere with the applications.
• Is a third-party firewall with custom settings in use?

If you are the networks administrator, you can check if the relevant servers and ports are accessible through your network: Servers and ports used by Steinberg applications