[Resolved] Requesting help from Cakewalk Support

[Spooky Juggernaught]

tl/dr: Installed Sonar X3. Meant to install Studio (for Melodyne); bought Studio, contacted Steam about Sonar X3: refunded and removed from library. Sonar X3 Studio no longer in library. Steam won't help, saying I need verify cache integrity [impossible], etc, and to contact Cakewalk.


I purchased the wrong upgrade of Sonar. I wanted Sonar with Melodyne included (which is Producer and Studio versions only). I accidently only upgraded to Sonar X3. I bought the correct version (Sonar X3 Studio, awesome upgrade price) and contacted Steam after discovering my error. They removed Sonar X3 from my library and refunded me.

However, now I have the headache come into play. It turns out that I need "Sonar X3" as a title in order to launch Sonar X3 studio. My desktop still has the "Sonar X3" launcher in my software folder, but I cannot launch it. I thought I should just check the game integrity cashe. But this was greyed out: no checking possible.

This seemed wierd. I decided I'd fire up Steam on my laptop and check there. When I entered the software library I was greeted with no Sonar...

I went back to my desktop and checked my CD key and I indeed own Sonar X3 Studio and Melodyne Essentials. DLC shows I own Melodyne Essential, X3 Studio, and the ProChannel Module Channel Compressor.

Next up, I thought I'd look at the Store page. I checked the Sonar X3 producer store page; it said I own Sonar X3 Studio (which it should). "Play Now" in green looks promissing. I double-click "Play Now"; nothing.

Turns out the representative who helped me shouldn't have removed "Sonar X3" as a title; they should have just removed my CD key. I emailed them back (their only form of communication) and waited for a day for response again. They told me "Support for this title is provided by the original developer or publisher...[Refer here] http://support.steampowered.com/kb_article.php?ref=4153-EDJV-8926&tpg=1 "

They completely dropped the buck here and said Cakewalk needs to help me resolve this issue. , even though this is a Steam launching issue. I am imploring you, the Cakewalk team that has been so useful in these forums, to help me out. If you have a direct method of contacting Steam and helping me out, I would be extremely grateful. I'm not sure about getting new keys as I upgraded my Melodyne Essentials to Melodyne Editor 2 and am worried that that would become invalidated. I also appreciate the free ProChannel plugin and am worried that would be removed if I got a new key.

[Spooky Juggernaught]

I have pictures, but I don't know how to post them here...

[tomatoes.dll]

I do not deal through Steam for my SONAR X3 Producer version, and I am not a Cakewalk rep. However, I can tell you one thing with fairly clear certainty:

Each version of SONAR is a stand-alone product. That is to say, you do NOT need X3 to run X3 Studio, and don't need X3 Studio to run X3 Producer. They call them upgrades only because they credit you the money you've already spent. Someone please let me know if I'm wrong on this through Steam, but my guess is that Steam has, as you said, dropped the buck. Cakewalk probably can help! Hope they get back to you!

[tomatoes.dll]

Oh, also, as a PS:

You can only post pictures in a forum if you...

1. Own the product on which the forum is based, through Steam.
2. Subscribe to the Forum, I think.

Since they've removed your product apparently, you can't post pics. Look up something called Gyazo. You can use it to capture your screens and then you can post the links I'm pretty sure.

[GibsonPro-Audio]

Hi Juggernaut,

I just sent an e-mail in for you with our STEAM reps. We'll get you all sorted out.

[GibsonPro-Audio]

Hi Juggernaut,

Please check your library again to see if you can install/launch. It should be fixed on the STEAM end now.

[Spooky Juggernaught]

Thank you so much for getting to the bottom of this Seth. It works now and shows up in all my Steam libraries (yay). It is sad that they were telling me I was wrong and were refusing to help.