Report a problem with the Steinberg Download Assistant or Steinberg Activation Manager
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:
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:
Steinberg Activation Manager Version
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:
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
Log files / diagnostic reports
Log files are records that are created automatically in the background by the applications. They capture technical details about what was happening when a problem occurred and are often the most important tool available for diagnosing an issue.
To make this as straightforward as possible, a small helper tool called the Steinberg Utility Log Collector is available. It gathers all the relevant log files automatically and saves them as a single zip file on the desktop.
Follow these steps to use the Steinberg Utility Log Collector to create a diagnostic report:
- Download the Steinberg Utility Log Collector for your operating system:
- Open the downloaded file and run the application.
- Follow the on-screen instructions. Once it's done, a zip file will be saved to the desktop.
- Attach that zip file to the support request.
Once you have gathered the information, reach out to support using the contact form in your MySteinberg account: Contact software support