'Sib. 7.1.3: Sibelius Support'

Messages in this thread

Sib. 7.1.3: Sibelius Support - Gordon Thornett, 22 Apr 12:19PM
     Re: Sib. 7.1.3: Sibelius Support - Bob Morabito, 22 Apr 01:44PM
     Re: Sib. 7.1.3: Sibelius Support - Robin Walker, 22 Apr 01:48PM
         Re: Sib. 7.1.3: Sibelius Support - Gordon Thornett, 22 Apr 02:12PM
             Re: Sib. 7.1.3: Sibelius Support - Robin Walker, 22 Apr 02:23PM
                 Re: Sib. 7.1.3: Sibelius Support - Gordon Thornett, 22 Apr 02:58PM
                     Re: Sib. 7.1.3: Sibelius Support - Robin Walker, 22 Apr 03:04PM
                         Re: Sib. 7.1.3: Sibelius Support - Gordon Thornett, 22 Apr 03:15PM
                             Re: Sib. 7.1.3: Sibelius Support - Gordon Thornett, 22 Apr 08:08PM
                                 Re: Sib. 7.1.3: Sibelius Support - Robert Enns, 22 Apr 08:15PM

Sib. 7.1.3: Sibelius Support
Posted by Gordon Thornett - 22 Apr 12:19PM
I'm not very impressed with Avid's support line. Having tried 7.5 via the free 30-day trial, I decided to buy the upgrade today (from Sibelius 7). All went smoothly until I tried to enter the activation code, when it told me that my version of Sibelius is not eligible for this upgrade! I've been hanging on to the support line for almost 50 minutes, and it has just cut me off - Grrr!
Does anyone know, do I need to remove the trial version and then do the download again? Is there an alternative way to reach tech. support more quickly?

--
www.newcarols.com
Freelance music therapist and occasional composer. Sibelius 7.13, GPO4, iMac3.06GHz, Evolution MK-149, MacBook Pro
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Re: Sib. 7.1.3: Sibelius Support
Posted by Bob Morabito - 22 Apr 01:44PM
If needed you might try contacting the Avid registration support team. Please complete the form here:

http://avid.force.com/Support/RegistrationCaseCreation

or here

http://www.sibelius.com/documents/contact_form.html

Hope this helps.

Thanks Bob

--
Bob Morabito
Sib 6.2, 7.1.3. 7.5 Mac OS 10.7.5 iMac 8GB RAM
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Re: Sib. 7.1.3: Sibelius Support
Posted by Robin Walker - 22 Apr 01:48PM
This is nothing to do with the presence of the trial version.

Make sure that, on the web-site, you enter the System ID and/or Activation ID that you used to activate Sibelius 7.1.x, and NOT the serial number that you used for Sibelius 7.0.x and earlier.

If it works, the web-site will issue you with a new Activation ID for Sibelius 7.5, on the same System ID as Sibelius 7.1.

--
Sibelius 7.5/7.1.3/6.2/5.2.5, PhotoScore Ult 7.0.2, Dolet 6.3 for Sibelius, Windows 7 32-bit SP1, 4GB RAM
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Re: Sib. 7.1.3: Sibelius Support
Posted by Gordon Thornett - 22 Apr 02:12PM
Thanks. I've put in the System ID, copied from the 'About' tab on my Sibelius 7.13. It's still asking for an activation code. Any idea where I would find that?

>
> Make sure that, on the web-site, you enter the System ID and/or Activation ID that you used to activate Sibelius 7.1.x, and NOT the serial number that you used for Sibelius 7.0.x and earlier.
>
> If it works, the web-site will issue you with a new Activation ID for Sibelius 7.5, on the same System ID as Sibelius 7.1.
>
> --
> Sibelius 7.5/7.1.3/6.2/5.2.5, PhotoScore Ult 7.0.2, Dolet 6.3 for Sibelius, Windows 7 32-bit SP1, 4GB RAM


--
www.newcarols.com
Freelance music therapist and occasional composer. Sibelius 7.13, GPO4, iMac3.06GHz, Evolution MK-149, MacBook Pro
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Re: Sib. 7.1.3: Sibelius Support
Posted by Robin Walker - 22 Apr 02:23PM
For Sibelius 7.1.3, the System ID and Activation ID are available on ribbon tab File -> Help.

They are also available inside the "Avid License Control" application.

Make sure that the web-site is asking for this information, and not the type of "activation code" that is awarded to customers entitled to a free update to Sibelius 7.5.

--
Sibelius 7.5/7.1.3/6.2/5.2.5, PhotoScore Ult 7.0.2, Dolet 6.3 for Sibelius, Windows 7 32-bit SP1, 4GB RAM
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Re: Sib. 7.1.3: Sibelius Support
Posted by Gordon Thornett - 22 Apr 02:58PM
Thanks again, Robin. I carefully copied both numbers - and guess what, it said it couldn't process my request, and that I should contact a customer representative! So I guess it's another hour on the phone! I have also tried sending an online form, as Bob suggested, but it seems they're very busy at the moment..

--
www.newcarols.com
Freelance music therapist and occasional composer. Sibelius 7.13, GPO4, iMac3.06GHz, Evolution MK-149, MacBook Pro
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Re: Sib. 7.1.3: Sibelius Support
Posted by Robin Walker - 22 Apr 03:04PM
Was it a special edition of Sibelius 7 that you had previously?

--
Sibelius 7.5/7.1.3/6.2/5.2.5, PhotoScore Ult 7.0.2, Dolet 6.3 for Sibelius, Windows 7 32-bit SP1, 4GB RAM
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Re: Sib. 7.1.3: Sibelius Support
Posted by Gordon Thornett - 22 Apr 03:15PM
No, I don't think so. When I moved to Sibelius quite a few years ago, I believe I received an educational discount on it, but all the upgrades in recent years have just been charged at the standard price.
Avid registration support have acknowledged my online enquiry, so I suppose I may as well just wait and see what they suggest. I've got a couple more days to run on the trial anyway.

--
www.newcarols.com
Freelance music therapist and occasional composer. Sibelius 7.13, GPO4, iMac3.06GHz, Evolution MK-149, MacBook Pro
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Re: Sib. 7.1.3: Sibelius Support
Posted by Gordon Thornett - 22 Apr 08:08PM
Activated at last - but it was a bit of a palaver! I received a reply from Sib.Tech.Support sending me to the Avid account page, and confirming the codes I should use. These didn't work here, but eventually I tried starting up Sib7.5 again (the trial version) and clicking on 'activate'. By entering the codes here I eventually managed to get in. I'm presuming I don't need to download anything else as I already had downloaded the trial version?
Thanks for your help.

--
www.newcarols.com
Freelance music therapist and occasional composer. Sibelius 7.13, GPO4, iMac3.06GHz, Evolution MK-149, MacBook Pro
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Re: Sib. 7.1.3: Sibelius Support
Posted by Robert Enns - 22 Apr 08:15PM
You are right that you don't need to download the program itself
But
I believe you should download the 7.5 SOUNDS update because that did not come with the trial download.

--
Rob
Win 7 64 bit, 3.1 GHz, 8 Gigs RAM 2014
Sibelius 7.1.3, Sibelius Sounds 7.1.2, Photoscore Ult., GPO4
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Messages in this thread

Sib. 7.1.3: Sibelius Support - Gordon Thornett, 22 Apr 12:19PM
     Re: Sib. 7.1.3: Sibelius Support - Bob Morabito, 22 Apr 01:44PM
     Re: Sib. 7.1.3: Sibelius Support - Robin Walker, 22 Apr 01:48PM
         Re: Sib. 7.1.3: Sibelius Support - Gordon Thornett, 22 Apr 02:12PM
             Re: Sib. 7.1.3: Sibelius Support - Robin Walker, 22 Apr 02:23PM
                 Re: Sib. 7.1.3: Sibelius Support - Gordon Thornett, 22 Apr 02:58PM
                     Re: Sib. 7.1.3: Sibelius Support - Robin Walker, 22 Apr 03:04PM
                         Re: Sib. 7.1.3: Sibelius Support - Gordon Thornett, 22 Apr 03:15PM
                             Re: Sib. 7.1.3: Sibelius Support - Gordon Thornett, 22 Apr 08:08PM
                                 Re: Sib. 7.1.3: Sibelius Support - Robert Enns, 22 Apr 08:15PM