Can't Upload Proof of Eligibility

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aletheasm
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Can't Upload Proof of Eligibility

Post by aletheasm » Sat Nov 24, 2018 7:51 am

Hi,

I'm trying to upload my educational and crossgrade proof of eligibility and the webpage isn't allowing it. My educational proof is a PDF file, around 5.8MB, and the crossgrade is a PDF under 600KB - so it should be within the constraints indicated by the instructions. I'm able to choose the file but when I hit Upload, the webpage simply refreshes. When it reloads I can still see my selection for educational crossgrade (Dorico Crossgrade from Finale (Education)), but both proof of eligibility files are no longer listed on the right-hand column.

Do you know why this is? I really wanted to buy the crossgrade today because I was worried Steinberg might choose to end the crossgrade promotion, but I obviously can't do that if the website is being buggy. Is there any workaround?

Thank you so much,
Alethea

fratveno
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Re: Can't Upload Proof of Eligibility

Post by fratveno » Sat Nov 24, 2018 9:05 am

(re-tired)

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Daniel at Steinberg
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Re: Can't Upload Proof of Eligibility

Post by Daniel at Steinberg » Sat Nov 24, 2018 10:53 am

Don't worry that we are about to end the crossgrade promotion – we have no plans to do so. Please combine your two PDFs into one, and then use a compression tool to reduce its size (I personally use this one), then try uploading it again.

aletheasm
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Re: Can't Upload Proof of Eligibility

Post by aletheasm » Sun Nov 25, 2018 12:56 am

@Daniel thank you so much for writing back so fast! If I combine into one PDF should either upload link work? (There's a button to upload educational proof and another one to upload crossgrade proof, but I'm assuming it's symmetric and shouldn't matter which I use?)

aletheasm
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Re: Can't Upload Proof of Eligibility

Post by aletheasm » Sun Nov 25, 2018 12:59 am

Update - I tried combining, compressing, and reuploading using each button, and still the same issue as before.

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Re: Can't Upload Proof of Eligibility

Post by dankreider » Sun Nov 25, 2018 1:09 am

The crossgrade didn’t work for me (and two colleagues had the same experience). I had to contact Steinberg phone support (USA for me), which was very responsive. They resolved it quickly that way. I think I ended up emailing the customer service rep.
Dan Kreider

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aletheasm
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Re: Can't Upload Proof of Eligibility

Post by aletheasm » Sun Nov 25, 2018 2:22 am

Thank you so much for the tip!!

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Re: Can't Upload Proof of Eligibility

Post by aletheasm » Tue Nov 27, 2018 10:34 pm

I tried emailing Yamaha’s customer service per the Steinberg USA website, but haven’t heard back. Does Steinberg have a phone number for this kind of question (as opposed to support for certain software)?

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pianoleo
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Re: Can't Upload Proof of Eligibility

Post by pianoleo » Tue Nov 27, 2018 10:36 pm

Try emailing Asknet, as it's them that actually run the Steinberg store, not Steinberg.
https://steinberg.support-asknet.com/en ... ickets/new
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Re: Can't Upload Proof of Eligibility

Post by sspharis » Tue Nov 27, 2018 10:45 pm

You could also order through Sweetwater Sound. They processed my proof of eligibility quickly and efficiently.

Stew

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