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Cubase Support

Remote Assistance from Specialist Technicians

Cubase is one of the most powerful Digital Audio Workstations available for both PC and Mac and is most commonly used by musicians, voice-over artists and audio editors. Audio Support provides a service to help users when problems and errors occur.

Audio Support is a small independant company led by Paul Andrews, an expert on Cubase with over 20 years experience as a sound engineer, teacher and professional troubleshooter. Paul is based in London, UK.

See below for more details on how Paul and his team provide remote support for Cubase users all over the world.

Common Cubase Problems and How We Solve Them

Cubase Crashes

Cubase has quit unexpectedly -error message on Mac OSX

Crashes in Cubase can occur for lots of reasons. In our experience, corrupted preference files, plugins, audio interfaces and file path errors are the usual cause of crashes. To help us better diagnose issues, please make a note of any error numbers displayed and save any crash log files created by your Mac or PC.

Our expertise isn’t limited to Cubase. Sometimes crashes can occur because of an issue with your Mac or PC rather than Cubase itself. We can holistically look at your entire music system to identify and solve any problems.

Recent jobs restoring Cubase after a crash

No sound in Cubase

Cubase No Sound -Error message - No audio device

Cubase is a pro-audio application and has a complicated audio playback system to enable all of its features. However, this often means it doesn’t work with your PC or Mac without further configuration after installing.

In a one-hour remote support session, we can make the settings changes in Cubase to work correctly with your computer system. As part of that session, we can teach you how Cubase’s audio system works to enable you to manage it for yourself in the future.

Recent work solving ‘No sound’ issues in Cubase

Glitchy sound in Cubase

Cubase VST performance indicator overloaded

Sample rate errors and glitchy playback are usually resolved by looking at your audio interface. We can help install and configure your audio interface to work correctly with Cubase. Typically, this is a case of installing the correct driver and setting the preferences correctly for your system.

Sometimes problems with audio routing are outside Cubase and we need to look at your audio interface’s console software for the solution. We can help with interfaces from any manufacturer e.g. Universal Audio, Focusrite, Apogee, Behringer, Audient, Presonus etc.

Recent work solving ‘glitchy sound’ issues in Cubase

Delayed sound in Cubase

If you press a key on your MIDI keyboard and there is a delay in hearing a note being played by Cubase then we frequently need to change the latency settings of your audio interface.

MIDI timing issues can also result in notes being recorded differently to how they were played in. We can solve this by reconfiguring your MIDI drivers.

    Missing file errors in Cubase

    Cubase missing file error in Kontakt

    Missing file errors are a common problem. When you record audio or use loops in a Cubase project, audio files are created that need to be saved in particular folders. Cubase is notoriously bad at managing these files for itself and missing file errors are not unusual. In our experience, Cubase’s inbuilt search function to repair projects doesn’t work very well and we need to use other software or manual file searching within OSX or Windows to repair projects.

    Once we have found your missing files and rebuilt your projects, we can help you backup your projects and teach you how Cubase’s file and folder structure works to avoid these problems happening in the future.

    Recent job solving ‘missing file errors’ in Cubase

    Licensing issues for Cubase

    eLicenser Control - Cubase error message

    Licensing errors are another common problem for Cubase users. We can help you resolve any difficulties you might be having with your Cubase licence using the Steinberg Activation Manager (or for older versions of Cubase using the eLicenser software and USB key).

    Audio Support is not linked to Steinberg so we can’t make changes to your Steinberg account licences. However, we can identify exactly what the problem is and if we need to contact Steinberg for a licensing request we can write the request for you in the technical language Steinberg uses. This should help get the problem resolved quickly.

    Recent jobs solving ‘licensing issues’ in cubase

    Plugins not showing in Cubase

    Cubase Plugin Not-Showing VST Sound Error

    There are all sorts of reasons why plugins might fail to install or not be found in Cubase. We can help with installations, licence activation, configuration, updates and moving plugins to a new PC or Mac. If a plugin isn’t working properly or crashing Cubase we can work out why and solve the problem.

    Moving Cubase to a new computer

    Moving Cubase to a new PC or Mac is a process that can throw up all sorts of errors, usually a combination of all the ones listed above. We can help you navigate this process and rebuild your music system to ensure your existing music projects load on your new computer. 

    Recent work moving cubase to a new system

    Setting up external hardware with Cubase

    Setting up external hardware with Cubase

    Using external hardware such as synths, outboard effects and a mixer can make your music productions sound great but they can add a lot of complexity to your system. If you have any problems with setting up your gear, we can help you get it working.

    We don’t usually need to come to clients’ studios to do this sort of work. We speak on the phone and we can use Anydesk to view your screen. To help with external hardware, we can use video chat or we can find pictures of the products on Google Images. We can also download the product manuals and can then talk you through instructions on how to make the physical audio, MIDI and USB connections and which buttons to press to navigate the hardware menus. 

    Before remote working became the norm, Paul from Audio Support used to travel around London and the UK doing this sort of work in person. He has seen and fixed problems in hundreds of home and pro studio setups.

    Recent work involving external hardware with Cubase

    Configuring control surfaces in Cubase

    Cubase configuring control surfaces - MIDI Remote Manager

    If your control surface isn’t behaving correctly, this is usually down to configuration in Cubase’s Device Setup or other MIDI configuration in your system. Typically, issues with control surfaces can be resolved by making sure the right script is installed but we can manually edit the Mackie Control or HUI configuration if necessary.

    Recent work configuring control surfaces in Cubase

    Managing a sample library in Cubase

    Managing a sample library in Cubase

    We can help free up space and improve performance on your Mac or PC by moving your large sample libraries to external hard drives and then configuring your sampler plugins to recognise the new library locations. We can help set up shortcuts within Cubase to make your sample library more convenient to use. Native Instruments (Komplete/Kontakt), Eastwest, Spitfire Audio, Cinesamples, Vienna, Output, Orchestral Tools are all libraries we work with on a regular basis.

    Cubase on school networks

    Cubase on a school network no valid license found

    Installing and troubleshooting Cubase on school and college networks is a uniquely difficult challenge. Paul has written a specific page about his experience and expertise in helping schools with Cubase here.

    Reviews

    Audio Support
    5.0
    Based on 90 reviews
    powered by Google
    Paul Stefanowicz
    Paul Stefanowicz
    11:26 10 Feb 24
    Paul,Thank you for sorting my problem. Very professional and punctual.Quick reponses. Quick work. Worth the money.
    jimmm27
    jimmm27
    11:10 07 Feb 24
    Paul initially had some knowledge of my Apollo Solo usb interface but when he worked with it over Any Desk he managed to grasp things instantly once he started with the software eg. hiding unwanted plugins/making space on my computer so installation could be successful. He knew which files to trash and which to keep. It might be the case that there will be other people out there struggling with Apollo interfaces installation and plugin management. Paul's the man to sort it out for you. He seemed to find solutions instantly. He saw straight through the muddle. I feel I can trust Paul with my system given that I have limited knowledge of computers and that i don't necessarily know what's going on. Five stars all the way. What a relief! I'll definitely be using Paul again.
    Charlie Tyrrell Smith (Live)
    Charlie Tyrrell Smith (Live)
    14:32 22 Jan 24
    Paul was so helpful and patient! I've been struggling with a pitch bending issue with my midi keyboard in Logic Pro X for months and no matter how hard I tried, the issue was never resolved. I came across Audio Support and got in contact with Paul within minutes on the phone. He was such a nice guy and was immediately looking forward to jumping in and getting to the bottom of what the issue was. I shared my screen with him, and we spent the next hour troubleshooting what could be causing the pitch to be bending by itself. He eventually found the problem and fixed the issue for me. What a legend! - Highly recommend his services for any issue relating to your studio setup.
    Vivien Marsh
    Vivien Marsh
    12:25 21 Jan 24
    Paul is excellent. He's clear, friendly and resourceful, and doesn't waste time telling you things you don't need. He listened, learned about my requirements and very quickly solved my problems, leaving me with a sound basis for future work. I will definitely use him again.
    Joseph White
    Joseph White
    12:30 29 Dec 23
    Paul seemed to be able to get me the exact result I wanted - very clear and precise communication.
    Fergal Joseph O'Neill
    Fergal Joseph O'Neill
    15:21 21 Dec 23
    Excellent Service !! I couldn't connect my Zoom R24 to Cubase which was very frustrating until I came to Audio Support for help. Not only did Paul manage to solve the problem but he was able to offer really great advice on how to use Cubase with my iPad so I can record with my synth apps. Just great, thanks Paul !!
    t
    t
    17:33 11 Dec 23
    Superb. Three hours of complicated set-up, Paul was stumped at most for five seconds. Skills!
    Domonic Jackson
    Domonic Jackson
    11:03 10 Dec 23
    Logic pro X kept crashing (system overload, disk too slow) every time it reached a certain point in the session. After doing everything i could on my end i came to the conclusion my 2015 macbook pro needed an upgrade. I decided to go for the Mac Mini M2 Pro 2023 and still had the same issue!(As you can imagine i was a broken man)Paul is an absolute god send! Efficient and knows his stuff well. I will definitely be using his services again.
    Derrick Brown
    Derrick Brown
    17:22 09 Oct 23
    Hello I'm a musician and songwriter with a studio that had developed a few problems now having to be rebuilt and updated with new software and connecting to hardware then to the main software programme. I was very lucky to come across Paul in an advert on the Internet. This was the best decision I had made after spending a long time in finding someone who could help me to achieve my goal. I contacted Paul and spoke to him about what I needed help with then booked my first session with him and within an hour the studio started to function with the help of Paul after that I booked more sessions and extended the time of the session and now at that point and stage of being able to record tracks. I would highly recommend him to anyone who is serious about making music. Paul is very knowledgeable not just only in software but also in music. I found an excellent service and some one who could teach me more about my studio.
    Dan Shea
    Dan Shea
    16:34 04 Oct 23
    Paul was excellent, fixed my issue in no time at all and provided alot of technical knowledge and advice. Having spent entire evenings on the issue, he resolved it in minutes. I'll be using him again!
    keith jenkins
    keith jenkins
    14:11 28 Sep 23
    Paul went well beyond what I was expecting in his want to solve my logic problems that turned out to be complicated to say the least.His ability to know how to fix problems was great for me, knowing I'd finally met someone who really knew the technical side of Logic. I'll be straight back to him if I have problems again, and would have no problem recommending him for anything Logic.I couldn't thank him enough!
    Ben Allison
    Ben Allison
    10:07 13 Sep 23
    I thought it would be an impossible task getting my Cubase working again. There were so many things wrong with how I had set it up in the past but Paul managed to sort it out very quickly. He was great and lovely to chat to and was explaining what he was doing as he went. I cannot recommend him enough. If you aren't sure what's wrong, he'll find the problem.
    Tony Davies
    Tony Davies
    10:35 27 Aug 23
    I had an issue with my mackie controllers and Cubase and Paul was able to immediately identify my issue and resolve it perfectly. He then kindly spent the rest of the time showing me some brilliant tips and tricks that he thought I would find helpful. Outstanding help from someone who comes across genuinely interested in helping you out. Cannot recommend enough and will definitely utilise his vast knowledge in the future. Thank you so very much.Stephen
    Vato Homeslice
    Vato Homeslice
    15:07 07 Jun 23
    I use Logic Pro X, and had some issues with files corrupting, Flex time, going haywire, etc. I first tried calling local music studios around my area, but then found Paul's website. HIGHLY recommend. He did remote assistance (it's like your computer gets possessed by a smarted person), helped clean up my workflow and figure out what I was doing wrong. It was super easy, and I like how clearly he posts his schedule & availability.
    Phoenix Keating
    Phoenix Keating
    18:40 02 Jun 23
    Paul was patient and lovely to work with. He was a huge help in dealing with and resolving my issues with great care and skill. Thank you Paul!
    Victor Van Vugt
    Victor Van Vugt
    05:16 20 May 23
    Paul was fantastic. Got straight back to me when I was in an emergency and was systematic, thorough and found the problem which was hidden deep within my system. Great job.
    Paul Cook
    Paul Cook
    14:03 18 Apr 23
    Such excellent service. Technical knowledge and a friendly manner don't always go hand in hand but Paul has both in abundance.Practical help, great problem solving skills and he never makes me feel bad even when I trip over my own ignorance. I cannot recommend him highly enough.
    Maestro 'TheBaker'
    Maestro 'TheBaker'
    14:35 27 Jan 23
    I contacted Paul just before i was supposed to leave for tour. I had spoken to almost every producer i know about this issue (i've been working professionally in music for over 10 years)!He sat down with me over zoom and explained things in a way that i could understand. Honestly cant thank him enough, he has a wealth of knowledge and understanding, i recommend to anyone and everyone. Thanks again Paul! I'll be screaming your name to all my producer friends. All the best!
    Chris Pascoe
    Chris Pascoe
    15:28 14 Dec 22
    I had been having problems with my music software and soundcard conflicting with my Mac, just started out of nowhere, machine kept on shutting down, then starting up again, the designated support was awful, and I was getting nowhere, I found Paul's website, got a reply to my message within 20 mins, and we arranged an online session for the next day, any and all problems were fixed, this man is brilliant, he listens and talks in a very normal, unlike computer geek way, and explains just what is going on.............at last I have found a go to guy......thanks mate
    Scott Yahney
    Scott Yahney
    20:09 22 Nov 22
    Incredibly Efficient, knowledgable, Patient, Skilled , & gets the job done with flying color's ...thats "Paul Andrews".I had massive problem with logic pro & he fixed it..PAUL IS THE MAN !!!!!!& A GREAT GUY TOO !!THANKS MATE !!
    Hugh Wilkinson
    Hugh Wilkinson
    10:16 21 Sep 22
    Paul sorted my Logic issue out in under an hour with time to spare for extra fixes.Highly recommended.
    James Thomas
    James Thomas
    10:42 26 Aug 22
    I contacted Paul after months of trying to fix a problem by myself using advice from online forums. Nothing seemed to work. The problem was my DAW was simply unable to set the sample rate which I wanted and then the audio would crash and I couldn't hear anything. I set up an appointment with Paul and after 30 minutes the problem was fixed! He definitely knows what he is doing and I'm so happy I gave in and spent a little money to fix an issue which otherwise would not have been resolved. It also helps that Paul is a really friendly guy. I highly recommend.Thanks Paul!
    Steve Brown
    Steve Brown
    12:40 17 Mar 22
    No need for any more software related nervous breakdowns. I use Digital Performer and none of the plug ins from old projects were loading. Everyone I had asked for advice either ran a mile at the mention of DP or, like the usually helpful MOTU support, drew a blank. Paul was dogged in his tracking of problem source. Really put himself out and saved me from deadline disaster. Recommended without hesitation.
    Nick Tyson
    Nick Tyson
    11:01 17 Mar 22
    Paul's a great guy, really helpful and friendly, was able to explain everything at my (non-techie) level. Sorted issues I would never have been able to correct on my own. Will definitely use again when needed. Many thanks! Nick
    Anna Viney
    Anna Viney
    16:22 11 Mar 22
    Paul was super helpful. We covered more in an hour than I have for weeks through email support from product companies. Really grateful to him for helping me through this technical challenge.
    Simon TC
    Simon TC
    16:50 30 Jan 22
    My DAW/Interface problem turned out to be deeper and more complex than either myself or Paul first thought. However his determination, patience and generosity of spirit never wavered. His technical expertise is second to none, but that's a given; it was his attitude, calmness and intelligent problem-solving that really impressed me. I recommend Paul unreservedly.
    Robert O'sullivan
    Robert O'sullivan
    20:09 25 Nov 20
    Paul did a great job installing 'Reason' on my computer. He dealt with the issues that we faced so smoothly, he's an absolute professional.
    See All Reviews
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    Find out more

    To see how the remote support service works, watch the Audio Support Process Video.

    To make a booking for a remote support session, please read this guide to how the service works.

    For on-site support, please get in touch to discuss requirements