If your elicenser key is under warranty you won't have to pay the 20€ per license to restore them. So yes, buying a new key every two years spares you these costs in case of dongle failure. It doesn't help you if the dongle is stolen or lost, though. In these cases you'll have to rebuy the libraries at 50% of their list price.

Thanks a lot Dominique. 
Yep, obviously It was pretty clear to me it can't help in case the dongle in stolen or lost. But I'm seriusly thinking to purchase a new elicenser. This one I have is from my first Cubase 6, that means like 2011!

Good morning, 

I am really hoping someone at Vienna is replying to this: I discovered by chance this thread and I'm literally horrified but, before jumping to conclusions and make decicions I want to be sure of what I read here:

Any licence for any Vienna product is ONLY existing/valid inside the usb licencer that I have (I own the whole Special Edition and VEP5). If it deteriorates (yes, this happens) or is stolen/lost, broken or whatever AM I LOOSING ALL OF MY PRODUCTS? By the way, is this legal at all?

I mean, there are objective proofs of every one one of these purchases, like regular receipts and of course, registered bank transactions. 

I am understanding that even with these evidences if, let's say, a cup of coffee falls on my key on my table or it falls while I'm moving from one city to another (that happens 2 times a week) I am literally loosing the core of my library in the middle of projects deadlines?

I'm really hoping I'm wrong and I'll get an answer from someone from Vienna.

best regards,

Matteo Nahum

media composer, Valencia

ps. no one walks with 1000 buck in the wallet, guess why...

Hello Matteo, 

This is the current situation with eLicenser: 

Generally, the most valuable part of our products is the license which is stored on the ViennaKey or other eLicenser USB Key. With our copy protection partner eLicenser (owned by Steinberg / Yamaha), we don't have access to the licenses on the keys of our users, so we're not able to restore and/or transfer any lost or stolen license to a new key. Also, it's technically not possible to disable the licenses or the key via remote. This means that whoever steals or finds a key can use the contained license without any restrictions, if he also has access to the samples, and software, e.g., from a friend.

Users who lost the key (or whose key has been stolen) will have to purchase a new license, and of course a new key. What we can offer uninsured users to meet them halfway in this situation is a replacement license at the reduced price of 50% of the full price of the licensed product(s).
Every user is responsible for his keys and licenses himself, we're not obliged to replace any lost or stolen keys at all, like e.g. lost or stolen jewelry wouldn't be replaced unless it's insured. That's why we recommend to insure all products you licensed.

In case a ViennaKey is damaged, users have to send it to our office in Vienna (American users: to the office of our distributor ILIO based in California) to enable us to take a look at the kind of the damage.
If the damage on the ViennaKey shows signs of external force, he will of course have to pay for the new ViennaKey, and a handling fee for the new licenses (EUR 20 per contained license, minimum fee EUR 30). If a ViennaKey is registered to a user account, it's a lot easier for us to find out which licenses were stored on the Key.
If the ViennaKey breaks within the warranty period (two years) without extraneous cause, the user gets a new ViennaKey and the new license free of charge if he can verify the warranty period by sending us the invoice of the purchase of the ViennaKey or other eLicenser USB Key. That's why we recommend to purchase a new key every two years and to keep the invoice at a safe place.

The quickest and easiest temporary solution in a case like this is to buy a new ViennaKey or other eLicenser USB Key. After registration of the new key, we can send you a demo license which enables you to bridge at least some time (48 hours) until the order of the replacement license is processed, which usually takes 1-3 business days once we’ve received the broken key. Of course it's not a bad idea to have a spare key in your studio, to ensure that you have no downtime at all in the event of a lost or broken key.

Best, 
Paul

Good morning Paul,

I appreciate the completeness and rapidity of your answer, even if I need some more clarifications and also, I would like to offer some considerations about this.

I don't understand what you mean for "buying a new licence" (sorry, my bad) for 20 euro. If I understand it correctly I would not be requested to buy the whole products (in my case VEP5 and the S Edition) that is more than a thousand  euros but a 20 euros licence for every library or product I owe, am I right?

I didn't knew about an insurance for your libraries/licensers: in my case, the key, that is perfectly working is older than 2 years (2014). What is your raccomandations or plans available for any incident that actually can happen? Having a second key with a copy of the licenses? Should I buy a new key and "transfer" the licenses from the older to the newest so that I'm again in a renewed warranty period?

As you can imagine, being a media composer at the early stages of the carreer, and being at this point the SE and VEP5 literally the core of my orchestral template, I cannot run risks with it and even if I take care of my things, accidents in life happen on a regular basis. I'm sure you understand that being forced to buy again the same product (if I'm not understanding it wrongly) that is also no longer new and "fresh" let's say, other than being economically impossible would literally make no sense and, as a consequence would literally throw me away as a (happy, up to now) Vienna customer. But, of course, I may have understood it incorrectly.

By the way, owning also 2 iLoks (for altiverb, note performer and many other licenses) I cannot avoid noticing a difference in politics and manageabiliy of the licenses that is absolutely not viable for a "surviving" composer.

hope my questions are clear,

all the best,

Matteo Nahum

Hello Matteo, 

Let's try to filter your questions: 

1) I don't understand what you mean for "buying a new licence" (sorry, my bad) for 20 euro. If I understand it correctly I would not be requested to buy the whole products (in my case VEP5 and the S Edition) that is more than a thousand  euros but a 20 euros licence for every library or product I owe, am I right?

=> If we know that the license is stored on a key that does not work anymore, we also know that we can hand out a replacement license. This replacement license is 20 EUR.

2) I didn't knew about an insurance for your libraries/licensers: in my case, the key, that is perfectly working is older than 2 years (2014). What is your raccomandations or plans available for any incident that actually can happen?

=> You should get a new key every 2 years and transfer the licenses onto this new key. This way, the hardware warranty will allow us to replace both the key and the licenses without any costs, if it fails without any signs of misuse or damage. 

3) Having a second key with a copy of the licenses?

=> No. It is all about copy protection. You cannot copy licenses. 

4) Should I buy a new key and "transfer" the licenses from the older to the newest so that I'm again in a renewed warranty period?

=> Yes. 

You are also correct that iLok has a different system. We all hope that we can come up with a better solution with eLicenser/Steinberg, and we rely 100% on their help here. 

Right now, we are working with the available possibilities. 

Best, 
Paul

Thanks Paul.

I'm absolutely fine in purchasing a new key even if mine is perfectly working but....

....what happens in the worst scenario where the key is lost/stolen due to traveling, moving by

car - train - plane with it, with all the connected risks?

Should I literally buy again all of my products (you already know I own it because of registration

and bank account transfer and invoice you emitted), even if at half prize (not doable, of course....)?

M

Hello Matteo, 

Yes, in case of loss and theft the only possibility (if the licenses are not insured) is to purchase replacement licenses for 50% of the full price. 

Best, 
Paul

Hi Paul!

can you recommend any insurance company in Germany / Europe that not onlycovers the hardware dongle, but also the licenses on that key? I have not found any on the web :(

Best regards,

Ben

Hi Ben, 

The last time we checked, we found 2 insurance companies in Austria, but it is a very specific request, especially if you are not insuring all other music gear in your studio. 

Unfortunately it's hard to keep track of all possibilities, but an insurance broker should be able to help. 

Best, 
Paul

Hello

Can you give us the name and the contact references of those two insurances

Thanks

Hello Paul, thanks again for answering.

I understand from the following answers that there is no "insurance" service Vienna is offering but that I have to go to a normal private insurance company and try to explain this situation, am I right? If not, where can I find informations about such an insurance plan?

I am not a sound libraries producer and dealer so I'm not commenting or discussing your position but I would like to examine the situation from my side, hoping that this will push you to move to a different anti-piracy system.

At this point I am supposed to pay some more money to a third party (if I'm not wrong, otherwise sorry about that) to be sure I can continue using an essential part of equipment that I already have bought (and there are tangible proves of it) in case of loss of an USB key that is not only on no value for me but also annoying since, as the equally annoying iLOK, it makes me use a supplementary usb hub that I don't need otherwise. But there is piracy and it's understandable as well as I would like to protect my records. What, to my point of view, appears less fair is that in consequences, I am forced to pay more money for not running the risk of having my activity heavily hit because someone else is pirating your libraries. With the same logic I should sell my records at 50euros or so because of piracy or spotify, so that I make the honest dealer pay also for the thief. Remember, that's only the situation seen from my side.

Moreover, this situations, as far as I know (I am also a happy Native Instruments, Motu, Spitfire Audio etc. client) is only specific to Vienna. Probably the other ones accept piracy as part of the business (as well as I do for my records, and I'm aware it's a problem!) or have a better functioning anti-piracy system, that I really urge you to organize because, at this point this situation have some consequences:

I feel that having my system based on Vienna products is simply too risky: at some points you mentioned that I should take care to my usb as it were jewelry but the use of my usb vienna key and of a diamond are quite different, as long as you don't travel on plane, train, car, stay in hotels, move from studio to studio with a diamond because...it's too dangerous.... :) 

In practical terms, even if I'm a *very happy* Vienna libraries and, even more, VEP user I'm literally forced to update my libraries (as soon as I economically can) moving to other companies that don't put my activity at risk so that I can rely only to VEP as the core of my system and minimize the risk. By the way I'll be updating to 6 (that was on my to-do list) only if an unfortunate loss happen. 

So....from one side I feel like I'm literally pushed away from your products (again, that I love) and on the other you're not selling me anything more, unless you change the licensing system and even worse, even if I want to.

I discovered this is not happening only to me so, really, I hope there will be very soon a change in this system so that I can be your client again.

hope you get this analysis as a positive criticism, that is the way I intended it and hope we can stay in touch with good news soon.

all the best,

Matteo Nahum, media composer, Valencia (Spain)

Hi, 

Thanks for your input, we are very aware that this is not the best solution, but it is the only one we can offer at this point. 

As mentioned before, it has been a while, so I cannot guarantee anything, but here are two links to German / Austrian insurances where we know that they offer/used to offer insurance for licenses on dongles / keys:

http://www.vhv-vertriebsinfo.de

http://www.zurich.de

=> More specifically, insurance of hardware keys/licenses is only possible when insuring "bigger bundles":

In Austria, you can also check here:
http://www.klugfuermusiker.at

USA:

MusicPro Insurance recommended by ASCAP (American Society of Composers, Authors and Publishers):

http://www.ascap.com/benefits/musicpro.aspx

http://www.musicproinsurance.com

Best, 
Paul

Hi, 

I'm afraid it is impossible to scan all insurances in so many countries, but I suggest to contact an insurance broker. 

Best, 
Paul

Last night I had a nightmarish experience with my license key. 
I was working on a piece of music, went for dinner and when I returned I got an error message from Logic that it could not read my VSL licenses.
I downloaded and installed the latest Elicenser software, hoping that this would solve the problem. Unfortunately the eLicenser Control Center recognised the key, but told me it was broken, and maintenance did not solve the problem.
I restarted my Mac, but this did not help.
I tried all my different USB ports and hubs, but still the eLisenser said it was broken.

I then installed the eLisenser software on my wife's iMac and there the key appeared just fine, with all my licenses.

When I returned to my Mac, it still did not work. However after restarting the software and trying another USB port it worked again.

Is there any way to simply prevent this kind of nightmare without spending any cash on software you already payed for?
Above I read horrible stories about having to buy all your licenses again.
If this is truly the case I will not be buying any more licenses from VSL, although I am a long term customer and I like the software. 

I do understand that piracy is a big problem for software companies.
Big companies like Native Instruments have a good online solution without dongle problems, and they also start having decent alternatives for orchestral sound libraries. For people like me, who are not professional composers, this seems a better solution than having to rebuy licenses when a small piece of hardware gets suddenly broken...

Anyway, I hope VSL will come up with a decent customer friendly solution for this, because what I read above is unacceptable for me.

Hi Jef, 

Glad to hear that your key worked right away after a restart. It is often a problem with a USB port that is causing such scary moments. 

The gist of the many postings before, regarding broken keys:

1) If you purchase a new key every 2 years, your hardware warranty will cover the damage. Contact us, send in the key for us to check (insured and trackable), with a proof of purchase within the last 2 years, and you will receive a new key with new licenses without any costs (if it was a hwardare failure).

2) If your key broke from any damage outside (dogs, hammer, whatever...), you will also contact us and send in the key. Replacement licenses will be 20 EUR for each license contained on the broken key(minimum: 30 EUR). 

To bridge the time, we will always supply you with a 48 hourse demo license as soon as you have registered a new key, or your key has been sent). 

Best, 
Paul

Hi Paul,

so if I get it right, I would buy a new key from Bestservice.de, transfer my licenses to the new key and then I am covered from the date of purchase of the new key for 2 years under the conditions you mentioned ?

Jef